How long does this certification take?

The programme takes 10 Weeks and can be completed self-paced or with live virtual sessions.

Is this certification globally recognised?

Yes. GLI certifications carry CPD credits and are internationally recognised.

What level is this certification?

This is a Foundation Level certification.

Email info@certifications.ac, WhatsApp +254 722 223 084, or fill in the enrolment form on this page.

What is included in the fee?

All study materials, study guide, examination, digital certificate and badge. Live option adds tutor sessions and priority support.

Certified Telesales and Lead Management Expert in Tunisia

Q: What is the Certified Telesales and Lead Management Expert?

The Certified Telesales and Lead Management Expert is a globally recognised professional certification by the Global Leadership Institute (GLI), designed to equip professionals with advanced competencies in Sales & Marketing.

Executive Summary

Certified Telesales and Lead Management Expert

Designed for today’s high-impact professionals, the Certified Telesales and Lead Management Expert (CTLM) delivers a rigorous Foundation-level curriculum that equips participants with the knowledge, tools and frameworks needed to excel in marketing strategy, brand management and sales performance.

This 10 Weeks programme is structured around recognised marketing, brand and sales professional standards, ensuring every graduate applies internationally validated methods to real-world challenges.

GLI’s CTLM holders are recognised by leading organisations across Africa, the Gulf, Europe and the Americas as qualified, results-driven professionals. Whether you are advancing your current career or transitioning into new responsibilities, this certification provides the competitive edge you need in 2026 and beyond.

Programme Overview

Certification at a Glance

Certification

Certified Telesales and Lead Management Expert

Acronym

CTLM

Who Should Enrol?

Sales and Marketing Executives
Brand and Product Managers
Business Development Professionals
Account and Media-Relations Managers

Programme Inclusions

Everything Included in Your Enrolment

All study materials and study guide
Access to GLI online learning portal
Online examination and assessment
Digital certificate and digital badge
Physical certificate (shipped to you)
CPD credits for professional bodies
GLI alumni network membership
Facilitator and tutor support
Resource downloads and reference library
Automatic enrolment confirmation

Certification Benefits

Why This Certification Matters for Your Career

Career Advancement

Accelerate your career towards senior marketing, sales and commercial leadership roles

Professional Recognition

Credential aligned with recognised marketing, brand and sales professional standards

Operational Excellence

Apply world-class frameworks to improve performance and outcomes

Strategic Thinking

Develop the analytical and strategic skills demanded at the executive level

Compliance Readiness

Master the standards, compliance and ethical governance central to marketing strategy

Global Employability

Qualify for marketing strategy roles across brands, agencies, corporates and growth-stage enterprises worldwide

Competency Framework

Core Competencies You Will Develop

✦Marketing Strategy, Segmentation and Positioning

✦Brand Management and Integrated Communications

✦Sales Process, Pipeline and Account Management

✦Digital Marketing, Content and Campaigns

✦Customer Insight, Analytics and Growth

✦Professional Ethics and Governance

Course Curriculum

Programme Modules

Click any module to explore the detailed curriculum topics included in this certification.

Foundations and Strategic Context of Certified Telesales and Lead Management Expert

Certified Telesales and Lead Management Expert: industry context, trends and professional standards
Marketing and sales: scope, roles and value
The marketing concept and customer orientation
The marketing mix and the 7 Ps
Buyer behaviour and the customer journey
The sales function and revenue engine
Aligning marketing and sales (smarketing)
Professional standards and ethics
Digital disruption and modern go-to-market
Brand and reputation as strategic assets
Career pathways and professional development

Outlet Economics and Stocking

Route to market and channel design
Pricing, price architecture and discounting
Value proposition and differentiation
Negotiation and closing commercial deals
Key account management and account planning
Tenders, proposals and the bid decision
Launching a product into a market
Managing distributors and channel partners
CRM, sales operations and data discipline
Service standards, levels and measuring service
Voice of the customer and acting on feedback
Expanding into regional and export markets
Segmentation, targeting and the useful segment
The sales pipeline and forecasting discipline
Consultative selling and understanding the buyer

Selling by Diagnosis

Consultative selling and understanding the buyer
Value proposition and differentiation
The sales pipeline and forecasting discipline
Market research and customer insight methods
Campaign planning and the content calendar
Digital channels and performance marketing economics
Marketing measurement and attribution
Customer journey mapping and service design
Customer retention, loyalty and lifetime value
Complaint handling and service recovery
Brand, reputation and communications
Commercial ethics and responsible selling

Sell-in Versus Sell-through

Route to market and channel design
The sales pipeline and forecasting discipline
Marketing measurement and attribution

Customer Relationships in the Field

Customer retention, loyalty and lifetime value
Complaint handling and service recovery
Customer journey mapping and service design

Conduct in Direct Selling

Commercial ethics and responsible selling
Pricing, price architecture and discounting
Consultative selling and understanding the buyer

Route to Market and Coverage

Route to market and channel design
Segmentation, targeting and the useful segment
Pricing, price architecture and discounting

Selling Practice

Accountability and transparency
AI, ethics and algorithmic accountability
Succession planning and talent pipelines
Talent sourcing channels and pipelines
Offer management, negotiation and pre-boarding
Analytical techniques and bias
Negotiation strategy and tactics
Corporate governance and accountability
Setting goals, roles and accountability
Negotiation and conflict resolution
Preparing financial statements
Financial reporting frameworks (IFRS/GAAP)
ETL/ELT and data pipelines
Negotiation and closing techniques
Sales forecasting and territory planning

Customer Experience

Digital HR and the employee experience platform
Retention strategy and turnover analysis
Employer brand and candidate experience
Interpreting financial statements
Digital user experience and accessibility
Prioritising experience investments
Customer and journey analysis
Designing a service or experience improvement
Complaint data and learning
Customer experience strategy
Customer journey mapping
Customer experience and journey mapping
Customer service and experience principles
The customer experience (CX) discipline
Customer experience transformation

Digital Channels

Digital learning strategy
Emerging learning technologies
Learning technology ecosystem
Innovation in learning technology
Digital finance and automation roadmaps
Automation, RPA and the digital close
Digital finance, mobile money and payment operations
Regulatory and digital transformation
Digital ethics and responsible AI
Technology strategy and architecture choices
Digital business models and monetisation
E-commerce and marketplace selling
Scaling technologies and business models
Digital and market transformation
Digital advisory, e-extension and mobile services

Evidence and Analytics

Evidence-based practice and research literacy
Psychometric and screening tools
Project KPIs and performance metrics
Quality and delivery metrics
Agile metrics and velocity
Project data, reporting and analytics
AI and predictive project analytics
Data quality and governance
Customer personas and insight
Funnel, pipeline and conversion metrics
Customer and brand health metrics
Feedback and learner analytics
Learning analytics and data
Learning data privacy and ethics
Financial data, master data and the chart of accounts

Commercial Finance

The finance function and digital transformation
Finance transformation and target operating models
Change management in finance
Data-driven and real-time finance
Cost concepts, classification and behaviour
Costing methods: absorption, marginal and activity-based
Cost-volume-profit and break-even analysis
Standard costing and variance analysis
Budgeting techniques and the budgeting cycle
Flexible budgets and rolling forecasts
Responsibility accounting and cost centres
Pricing, promotions and markdowns in retail
Reporting quality and governance
Management accounts and dashboards
Health financing: budgets, insurance and out-of-pocket realities

Distribution and Supply

Budget vs actual and variance
Procurement and stock management for health commodities
Conflicts of interest and procurement ethics
Procurement and contract value
Procurement and contract management
Go-to-market and channel strategy
Omnichannel and channel management
Touchpoint and channel design
Operational efficiency and channel management
Banking products, services and delivery channels
Supply market analysis
Procurement and supply chain: scope and value
The procurement cycle and operating models
Procurement’s contribution to organisational strategy
Public versus private procurement

Communication

Reporting and disclosure tools
Governance of ESG and reporting
Conflict resolution and mediation
Management and board reporting
Safety communication and campaigns
Environmental monitoring and reporting
Communicating risk to the workforce
Incident reporting and record-keeping
Cost and profitability analysis
Toolbox talks and safety communication
Communicating vision and telling stories
Executive communication and presence
Cross-cultural communication
Sustainability reporting and disclosure
Risk registers and reporting

Leadership and Teams

Forecasting and planning
Queue management and service flow
Workforce management and scheduling
Front-office and reception management
Leading service teams
Performance management in service
Handling escalations as a leader
Team leadership in customer service
Teller operations, cash handling and vault management
Team leadership in banking operations
Reconciliation and nostro/vostro management
Ethics and responsible leadership
Delegating for development
Quality management and standards
Category management and strategy development

Performance and Targets

Contract performance and exit
Retail performance metrics: sales densities, conversion and basket
Managing schedule and budget performance
Setting objectives and marketing KPIs
Marketing and sales KPIs and dashboards
Dashboards and performance reporting
Capacity and performance management
Setting objectives, indicators and targets
Linking CX to business performance
Service KPIs: CSAT, NPS, CES, SLAs
Coaching for performance
Logistics KPIs and cost control
Warehouse performance metrics
Planning performance and service
Performance management systems and cycles

Capability Development

Creating a coaching culture
Managing resistance and capability building
Supplier development and improvement
Agile delivery and iterative development
Building digital capability in an organisation
Real estate development and project appraisal
Attachment and developmental theory
Data visualisation for finance
Lessons learned and development
Wellbeing and resilience coaching
Measuring coaching outcomes
Message development and testing
Supplier development and innovation
Training needs analysis
Continuing professional development

Strategic Context

Decision support and insight
Sourcing strategies and portfolio (Kraljic)
Negotiation strategy and planning
Strategic customer relationships
Manufacturing strategies: make-to-stock, make-to-order and batch versus flow
Content strategy across platforms
Business case and strategic alignment
Stakeholder engagement strategy
Strategic alignment of investments
Competitive analysis and differentiation
Product and portfolio strategy
Turning strategy into results
Digital transformation and IT strategy
Growth strategy and demand generation
Measuring growth and transformation impact

Risk and Compliance

Customs, clearing and compliance
Communicating financial results
Corporate governance principles and purpose
Technical and compliance training
Working with a board and governance
Accounting concepts, principles and the regulatory landscape
Payables, procurement controls and supplier fraud
Tax compliance and the tax risk agenda
Insurance, risk transfer and retained risk
Psychodynamic and psychoanalytic approaches
Governance, risk and compliance (GRC)
Regulatory compliance and biosafety
Professional roles, boundaries and settings
Implementation planning and risk management
Regulatory compliance and market requirements

Legal and Terms

Insurance regulation and consumer protection
Vendor, venue and supplier contracting for events
Vehicle documentation, compliance and consumer protection
Ethical principles and codes of practice
Managing boundaries and dual relationships
Subcontractor and supplier management
Legal responsibilities and professional bodies
Goal setting and contracting
Advocacy and policy engagement
Contract law and formation
Contract exit and renewal
Regulatory and legal duty
Employment relationship and the psychological contract
Legal and regulatory responsibility
Environmental legal compliance

Campaigns and Projects

Peer support and consultation
Sustaining ethical, effective practice
HACCP principles and prerequisite programmes
Ethical frameworks and codes of practice
Designing voice-of-customer programmes
Voice of the customer programmes
Loyalty programmes and rewards
Workforce planning and scheduling
Leading service projects and change
Leading banking projects and change
Development banking and project finance
Mine planning and methods: surface and underground
Duty of care and risk management
Measurement and analytics for media and social campaigns
Public health programmes: prevention and outreach

Operations

Automation, RPA and straight-through processing
Process and control documentation
Quality assurance of audit
Competitive bidding processes
Business process mapping
The HR function: roles, operating models and value creation
Quality standards and accreditation
Quality assurance and standards
Process re-engineering and shared services
Continuous improvement of finance processes
Data governance and quality
Quality management systems and audits
Innovation in service delivery
Quality monitoring and coaching
Customer-centric operating models

Relationships and Partners

Negotiation with clients and partners
Record-keeping and data protection
Partnership building and multi-stakeholder platforms
Stakeholder mapping and collaboration
Influencing and presenting insights
Managing difficult stakeholders
Stakeholder mapping in banking
Negotiation and influencing
Relationship management and cross-selling
Wealth, SME and corporate relationships
Stakeholder mapping and business partnering
Stakeholders and users of financial information
Innovation and fintech partnerships
Stakeholders, agency and accountability
Trends: ESG, transparency and stakeholder capitalism

Ethics and Conduct

Ethics, confidentiality and professional conduct in HR
Data ethics, privacy and responsible analytics
Ethics and duty of care
Professional ethics and duty of care
Ethical decision-making under pressure
Sustainability and climate responsibility
Ethical leadership and integrity
Corporate social responsibility and sustainability
Transparency and stakeholder trust
Professional standards and ethics (CIPS)
Sustainability and responsible sourcing
Complaints, accountability and fitness to practise
Corporate social responsibility and community impact
Roles, standards and professional conduct
Ethics and fair customer treatment

International Markets

Cross-border data and transfers
Client feedback and satisfaction
Transfer pricing and international tax
Cross-cultural and global inclusion
Global and comparative HR contexts
Global sourcing and international trade
International and cross-border tax
Voice, communication and delivery
Language and communication training
Setting and communicating strategic direction
Leading through other leaders
Evidence-based improvement

Change and Adoption

Managing risk and difficult cases
Driving effective, ethical outcomes
Variations, claims and delay: managing change on site
Change talk and readiness
Habit change and behaviour design
Change control and configuration
Organisational change management
Change and adoption in projects
Agile and digital transformation projects
Measuring change and project impact
Baseline setting and change control
Sustaining transformation and benefits
Measuring learning transformation impact
Measuring transformation impact
Governance transformation and reform

People and Incentives

Employee engagement models and drivers
The employee lifecycle and HR value chain
Strategic workforce planning and demand forecasting
Employer branding and employee value proposition (EVP)
Employee voice, surveys and action planning
Workforce and shift management in retail
Employee experience and engagement
Customer and employee satisfaction
Designing and facilitating groups
Emergency preparedness and response planning
Root-cause analysis techniques

Sustainability

Environmental, social and governance (ESG)
Embedding sustainability in sourcing
Mine water, tailings and environmental management
Integrated and sustainability reporting
The project environment and stakeholders
Sustainability and social impact in projects
Market analysis and environmental scanning
Sustainability and responsible marketing
Monitoring sustainability outcomes
Monitoring, evaluation and sustainability plan
Sustainability certification and standards
Sustainability standards (GRI, ISSB)
Psychoeducation and workshops
Sustainability and environmental duty
Environmental management systems (ISO 14001)

Learning and Research

Scaling learning across the organisation
Responsible use of AI in learning
Blended and hybrid learning design
Motivation and self-directed learning
AI and adaptive learning
Data-driven learning design
Apprenticeships and work-based learning
Wellbeing and personal-effectiveness learning
Community and lifelong learning
Training needs analysis and learning strategy
Instructional design and blended learning
Working with organisations on wellbeing
Monitoring, evaluation and learning for accountability
Lessons learned and knowledge management
Designing an intervention or programme

Markets and Customers

Market research design and methods
Competitive and market intelligence
Segmentation and needs analysis
Customer expectations and satisfaction
Service culture and brand promise
Aligning service to brand and business
Sustaining strategic customer focus
Reducing customer effort
Customer effort and sentiment analysis
CRM systems and customer data
Unified customer view
Data ethics and customer privacy
Market and interest-rate risk
Know Your Customer and enhanced due diligence
Data protection and customer privacy

Learning Outcomes

What You Will Achieve

Establish a comprehensive understanding of Certified Telesales and Lead Management Expert principles aligned with recognised marketing, brand and sales professional standards
Apply evidence-based methods to improve marketing strategy, brand management and sales performance
Master marketing strategy, segmentation and positioning and brand management and integrated communications
Apply sales process, pipeline and account management and digital marketing, content and campaigns in real-world settings
Lead risk management, quality and compliance relevant to your field
Design stakeholder engagement and professional communication strategies
Use data-driven decision-making and performance-measurement tools effectively
Apply internationally recognised best practice to advance your career in marketing strategy

Enrolment Process

How to Get Certified

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Work through 30 structured modules and 150 lessons at your own pace, with downloadable resources and expert-designed content — all inside the LMS.

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Sit your final examination online, earn your certificate instantly, and receive a globally verifiable Certificate ID — plus GLI Alumni Network access.

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Frequently Asked Questions

Common Questions

What is the CTLM certification?

The Certified Telesales and Lead Management Expert (CTLM) is a Foundation-level professional certification awarded by the Global Leadership Institute (GLI). It is designed to equip professionals in marketing strategy, brand management and sales performance with practical skills, internationally recognised frameworks, and the credentials needed to advance their careers.

Who should enrol in the CTLM?

This certification is ideal for Sales and Marketing Executives, Brand and Product Managers, Business Development Professionals and Account and Media-Relations Managers, and other professionals seeking to formalise their expertise in marketing strategy, brand management and sales performance with a globally recognised credential.

How long does the CTLM certification take to complete?

The programme is structured over 10 Weeks and offers flexible learning modes. Self-paced learners can progress at their own schedule, while live virtual participants follow a structured cohort schedule with facilitator-led sessions.

Is the CTLM internationally recognised?

Yes. GLI certifications are recognised across 100+ countries and are aligned with recognised marketing, brand and sales professional standards. Graduates receive a digital certificate, a physical certificate and CPD credits recognised by employers worldwide.

What is the cost of the CTLM certification?

The Certified Telesales and Lead Management Expert is offered in two formats: Self-Paced at USD 399 and Live Virtual at USD 599. Corporate group rates are available for organisations enrolling 5 or more participants. Contact GLI for a bespoke corporate training quotation.

What does the CTLM certification include?

Enrolment includes all study materials and study guides, access to GLI's online learning portal, online examination, digital certificate and badge, physical certificate (posted), CPD credits, GLI alumni network membership, and ongoing facilitator support.

What is the assessment format for the CTLM?

The Certified Telesales and Lead Management Expert is assessed through an online examination consisting of multiple-choice questions, case study analysis, and practical application assignments. The assessment is designed to evaluate real-world competency, not just theoretical recall.

What CPD credits do I earn from the CTLM?

The Certified Telesales and Lead Management Expert carries Continuing Professional Development (CPD) credits, which can be applied towards professional body requirements including recognised international professional associations.

Can I study the CTLM while working full-time?

Absolutely. The self-paced option is designed for busy working professionals and allows you to study when and where it suits you. Live virtual sessions are typically scheduled in the evenings or on weekends to accommodate professional commitments.

What career outcomes can I expect from the CTLM?

Graduates progress towards senior marketing, sales and commercial leadership roles. The CTLM strengthens your expertise in marketing strategy, brand management and sales performance and positions you for advancement across brands, agencies, corporates and growth-stage enterprises.

Certified Telesales and Lead Management Expert

Certified Telesales and Lead Management Expert

Certification at a Glance

Who Should Enrol?

Everything Included in Your Enrolment

Why This Certification Matters for Your Career

Core Competencies You Will Develop

Programme Modules

What You Will Achieve

How to Get Certified

Common Questions

What Our Alumni Say

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