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The College of Call Center Excellence

Call Center Management Certification

Call Center Management Training

Call Center Manager TrainingUpdated Management Certification Curriculum! New & Improved Learning Modules Based on Customer Feedback!

At BenchmarkPortal’s Certification Training Courses, you will connect with the people you need to know so that you can be “in the know” regarding the call center industry. At our workshops, you will not only learn best practices and cutting edge trends as you benefit from the expertise of our training team – the most dedicated in the industry – but you will also enjoy valuable networking opportunities with your peers. You will share experiences with other call center professionals and learn how they meet daily challenges. You will learn how to implement improvements that will reduce cost and increase productivity. Don't miss this valuable opportunity to participate in training -- recognized worldwide -- that will prepare you to deal with the most important issues affecting your profession. With BMP training, you can make a difference at your company!

BenchmarkPortal offers one of the most highly regarded management certification programs in the country, led by the industry's top-rated instructors, with over 150 years combined experience. These workshops will equip you with the skill set you need to improve your center's performance. You will be able to return to your business and drive effective change for your contact center and use best practice methods validated by BenchmarkPortal.

Our Call Center Management Certification workshop is composed of ten information-rich modules that include learning activity "case studies" that focus on practical problem solving and current call center best practices. The curriculum, which was originally developed by Dr. Jon Anton of Purdue University, has been expanded and updated by Bruce Belfiore, Chancellor of the College, Jose Perez, Dean of the College, and their staff of industry experts. Typically participants include Call Center Managers, Directors and Vice Presidents. These courses will help you better manage your call center and strengthen relationships with other departments (for example: Marketing, MIS and Telecommunications).

Ten Modules Include:

  • Leadership & Organization
  • Data Analytics
  • Human Resources
  • Agent Satisfaction
  • Customer Satisfaction
  • Basic Workforce Management
  • Quality & Call Monitoring
  • Coaching For Performance
  • Self-Service
  • Benchmarking


In-Person Courses:Take $$$ off - Register Early To Receive Discount

(Discount code shown on the course page, if it is no longer there, then it has expired)

Jacksonville, FL - Jul 26 - 28, 2016


  • Date:Jul 26 - 28, 2016
  • Location:

    Jacksonville, FL at GuideWell Connect
    4800 Deerwood Campus Parkway
    Jacksonville, FL 32246
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Orange County, CA - Aug 16 - 18, 2016


  • Date:Aug 16 - 18, 2016
  • Location:

    Orange County, CA at Oakley
    25530 Commercentre Dr
    Lake Forest, CA 92630
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Denver, CO - Sep 13 - 15, 2016


  • Date:Sep 13 - 15, 2016
  • Location:

    Broomfield, CO at Bright Horizons
    2655 W. Midway Blvd. Suite 300
    Broomfield, Colorado, 80020
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Cary, NC - Oct 17 - 19, 2016


  • Date:Oct 17 - 19, 2016
  • Location:

    Cary, NC at TrialCard
    2250 Perimeter Park
    Morrisville, NC 27560
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Fort Worth, TX - Nov 15 - 17, 2016


  • Date:Nov 15 - 17, 2016
  • Location:

    Fort Worth, TX at USHEALTH Group
    300 Burnett St.
    Fort Worth, TX 76102
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"Becoming a Call Center of Excellence can be a game changer for businesses. Fighting to keep customers in today’s economy is paramount to most companies and the Center of Excellence distinction has helped drive us to that end result. Going through this process yearly continues to challenge us to improve processes and service levels. The detailed process that BenchmarkPortal provides in comparing our data with a large peer group is unparalleled. At the end, you have a clear roadmap of what is working well and what needs focus and attention for improvement. Because of this, we have been able to develop plans each year to drive better results and better customer experiences. This, coupled with a knowledgeable staff, helps us to close the gaps and continue to achieve excellence in every area. Every call center out there should be doing this benchmarking process; we are proof that it works."