Professional Certificate in Contact Centre Metrics

Name: Professional Certificate in Contact Centre Metrics
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The Professional Certificate in Contact Centre Metrics is a vital course designed to equip learners with the essential skills needed to excel in the thriving customer service industry. This program focuses on the importance of contact center metrics, which are critical for measuring and improving contact center performance.

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AboutThisCourse

In today's digital age, contact centers are the backbone of many businesses, and understanding the key performance indicators is crucial for career advancement. This certificate course covers essential metrics such as service level, average speed of answer, call abandonment rate, and first call resolution rate. Enrolling in this industry-demanded course will provide learners with the necessary tools and techniques to analyze and optimize contact center performance, leading to improved customer satisfaction and increased revenue. By completing this certificate program, learners will be well-positioned for career growth and success in the contact center industry.

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CourseDetails

• Contact Centre Metrics Overview
• Key Performance Indicators (KPIs) in Contact Centres
• Importance of Data Analysis in Contact Centres
• Service Level Metrics: Average Speed of Answer & Abandonment Rate
• Quality Metrics: First Contact Resolution & Customer Satisfaction
• Productivity Metrics: Average Handle Time & Occupancy Rate
• Employee Metrics: Attendance & Turnover Rate
• Financial Metrics: Cost per Contact & Revenue per Contact
• Using Technology to Track & Analyze Contact Centre Metrics
• Best Practices for Contact Centre Metrics Reporting & Implementation

CareerPath

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The contact centre industry is thriving, and with it comes a variety of roles that cater to different skill sets and career goals. This section showcases a 3D pie chart highlighting some of the most in-demand job roles and their relative proportions in the UK market. 1. **Customer Service Representative**: Representing 45% of the total, this role is the backbone of any contact centre, focusing on handling customer queries and complaints. 2. **Team Leader**: Making up 25% of the industry, these professionals oversee a group of customer service representatives and provide coaching, support, and guidance. 3. **Quality Assurance Analyst**: With 15% of the market, quality assurance analysts ensure that the contact centre maintains high standards by monitoring interactions, identifying areas of improvement, and creating training materials. 4. **Contact Centre Manager**: Accounting for 10% of the industry, these managers supervise the overall operation of the contact centre, setting goals, managing budgets, and implementing strategies. 5. **Trainer**: The remaining 5% is dedicated to trainers who develop and deliver training programs for new and existing employees to ensure they are well-equipped to handle customer interactions effectively. The Google Charts 3D pie chart not only adds a dynamic touch to the data visualization but also facilitates understanding of the industry distribution, making it easier for professionals to identify the most relevant roles for their career path in the contact centre sector.

EntryRequirements

BasicUnderstandingSubject
ProficiencyEnglish
ComputerInternetAccess
BasicComputerSkills
DedicationCompleteCourse

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NotAccreditedRecognized
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FastTrack GBP £140

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AcceleratedLearningPath

ThreeFourHoursPerWeek
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StandardMode GBP £90

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FlexibleLearningPace

TwoThreeHoursPerWeek
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PROFESSIONAL CERTIFICATE IN CONTACT CENTRE METRICS

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London School of International Business (LSIB)

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05 May 2025

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