Government Call Centre Excellence
Raise the performance of government contact centres: service standards, workforce planning, quality monitoring and first-contact resolution.
At a glance
- 3 days
Who it's for
- Government call centre managers
- Supervisors and quality staff
- Workforce planners
Learning objectives
- Set call centre service standards
- Plan the workforce
- Monitor quality
- Improve first-contact resolution
Detailed content
- Service level
- Answer time
- Abandon rate
- Forecasting
- Erlang basics
- Scheduling
- Scorecards
- Calibration
- Coaching
- Knowledge base
- Empowerment
- Root causes of repeat calls
Day-by-day agenda
A typical schedule. In-company versions are tailored to your processes, data and timing.
- Service standards
- Workforce planning
- Quality monitoring
- First-contact resolution
- Case study, action plans and course assessment
Practice, tools and assessment
Hands-on practice
- Hands-on lab on your laptop with a real business data set
- Build a complete dashboard from raw data to one-page report
- Data-cleaning challenge (Power Query / pandas)
- Customer-journey mapping of one service with pain points
Tools and templates you keep
- Practice files and solution workbooks
- Formula, DAX and shortcut cheat sheets
- Dashboard design checklist
- Customer-journey map template
How learning is assessed
- Pre- and post-course knowledge check
- Assessment of practical exercises by the trainer
- Action plan reviewed at the end of the course
Built on these standards and bodies of knowledge
- Microsoft PL-300 skills outline (Power BI)
- CRISP-DM data-analysis process
- ISO 10002 (complaints handling) and ISO 23592 (service excellence)
Certificate
Participants who complete the program and its assessment receive a certificate from The Excellence Center, which can be verified online.
New in our 2026 portfolio — tell us your dates and we will confirm the trainer and schedule.
How it is delivered
- Public courses in Cairo, in-company programs and live online training
- Practical exercises, case studies and examples from your sector
- Can also run as Train & Stay in Sharm El Sheikh, Hurghada or Cairo
Frequently asked questions
How long is Government Call Centre Excellence?
The program runs 3 days. In-company versions can be adapted to your needs.
Is the course taught in Arabic or English?
Sessions are usually delivered in Arabic with English technical terms and materials. Full English delivery is available for in-company groups.
Can you run it inside our company?
Yes. In-company programs use exercises built on your own processes. Tell us the group size and preferred timing and we will send a proposal.
Will I receive a certificate?
Participants who complete the program and its assessment receive a certificate from The Excellence Center, which can be verified online.
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Get dates, fees and the full outline.
Tell us whether you are joining as an individual or planning a program for your team.