Undergraduate Certificate in Contact Centre Efficiency Metrics
-- ViewingNowThe Undergraduate Certificate in Contact Centre Efficiency Metrics is a comprehensive course designed to enhance the skills of professionals in the customer service industry. This certificate program focuses on essential metrics that drive contact centre efficiency, such as average handle time, first call resolution, and customer satisfaction.
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โข Contact Centre Metrics
โข Key Performance Indicators (KPIs) in Contact Centres
โข Importance of Efficiency Metrics in Contact Centres
โข Service Level and Response Time Metrics
โข Call Abandonment Rate and Handle Time Metrics
โข First Contact Resolution and Customer Satisfaction Metrics
โข Quality Assurance and Compliance Metrics
โข Workforce Management and Occupancy Metrics
โข Using Data Analytics for Contact Centre Metrics
โข Best Practices for Implementing Efficiency Metrics in Contact Centres
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- Customer Service Representative: This role typically involves handling customer inquiries and complaints, processing orders, and providing product information.
- Team Leader/Supervisor: A team leader or supervisor in a contact centre manages a team of customer service representatives, monitors performance, and provides coaching and support.
- Average Salary (ยฃ): This reflects the average salary range for professionals with an Undergraduate Certificate in Contact Centre Efficiency Metrics in the UK.
- Training & Development: Refers to the demand for skills related to training and developing contact centre staff, which is a critical aspect of optimising contact centre efficiency.
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