Certified ESG Leadership Program

[First-Ever] Certified ESG Leadership Program Tailored for Contact Centre Leaders

Program Overview

In the 21st century, businesses face increasing expectations to align their operations with Environmental, Social, and Governance (ESG) principles. This shift underscores the importance of integrating sustainability into every facet of business operations, including the development of human capital, particularly in customer-centric roles like those in contact centres.

Contact centre employees are the frontline representatives of a company’s values and commitments. They are instrumental in shaping customer experiences, addressing concerns, and fostering long-term relationships. By embedding ESG principles into the training and development of these employees, businesses can elevate their service delivery while promoting sustainability and social responsibility towards Green Contact Centre Initiative.

The Certified ESG Leadership Professionals Program aligns with the United Nations Sustainable Development Goals (UNSDG) by equipping individuals with the skills to drive responsible practices, mitigate ESG risks, and foster sustainable development in businesses and communities. It empowers professionals to contribute to goals such as Decent Work and Economic Growth (SDG 8) and Responsible Consumption and Production (SDG 12) through informed decision-making and customer engagement.

Programme Objectives

Training Program Objectives: Certified ESG Leadership Professional Program

  1. Understand ESG Fundamentals: Develop a comprehensive understanding of Environmental, Social, and Governance (ESG) principles, risks, and their significance in business operations and customer engagement.
  2. Enhance Customer Interaction Skills: Learn to effectively communicate ESG-related initiatives, policies, and practices to customers, fostering trust and transparency.
  3. Integrate ESG into Decision-Making: Gain the ability to identify, assess, and mitigate ESG risks in day-to-day operations, ensuring alignment with organizational goals.
  4. Promote Sustainability Through Advocacy: Equip participants with skills to advocate for sustainable practices during customer interactions, driving organizational and societal impact.
  5. Elevating Leadership: Elevate your leadership credibility in the sustainability space within the Contact Centre and organisation. Gain a CMI-accredited ESG certification that positions you as a credible Sustainability Leader—empowering you to drive impactful, responsible practices within your contact centre and organisation.
  6. Align with Organizational ESG Goals: Support companies in meeting their ESG objectives by embedding ESG considerations into customer-facing operations and strategic decision-making.

Learning Outcome

  • Understand ESG Principles and Frameworks and their impact on organizational strategy and operations.
  • Identify, evaluate, and interpret ESG risks at the operational, security, and portfolio levels, understanding their implications for long-term Contact Centre Operations and Business performance.
  • Effectively communicate an organization’s ESG initiatives, risk management strategies, and sustainability goals to customers and stakeholders, fostering transparency and trust.
  • Apply ESG in Customer Engagement by integrating ESG knowledge into customer interactions, promoting sustainable practices and supporting the organization’s sustainability objectives.
  • The ability to align ESG with Contact Centre operations & strategies. Skills to assess ESG risks and apply them in real-world scenarios.
  • Promote Sustainability Advocacy
  • Strengthening Analytical and Problem-Solving Skills by applying ESG risk assessment methodologies to solve real-world challenges.

Training Fee
(2 days)

RM 4,888.00

REGISTER NOW
Download Brochure

Training Date

20 - 21 August 2025, 9.00am - 5:00pm, Physical Training

Why it matters for Contact Centre Leaders?

  • Enhances ESG Knowledge & Communication
  • Builds Trust & Strengthens Brand Reputation
  • Improves Customer Engagement & Retention
  • Boosts Skills, Knowledge in ESG & Employee Value
  • Aligns with Organizational ESG Goals
  • Empowers Better Problem Solving
  • Creates Market Differentiation

This course is ideal for:

  • Contact Centre Managers & Leaders who are engaged in team management and leadership roles that need to align their communication with the organization’s ESG strategies.
  • Customer Service Managers and Leaders who are responsible for overseeing customer service teams and integrating ESG principles into operational processes.
  • Sustainability Professionals: Individuals aiming to expand their expertise in ESG and its application in customer engagement and service delivery.