Professional Certificate in Advanced Contact Centre KPIs

Name: Professional Certificate in Advanced Contact Centre KPIs
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The Professional Certificate in Advanced Contact Centre KPIs is a comprehensive course designed to enhance your expertise in contact center metrics. This course highlights the importance of Key Performance Indicators (KPIs) in measuring and optimizing contact center performance.

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AboutThisCourse

With a focus on advanced KPIs, you'll learn to assess service quality, efficiency, and profitability, thereby driving continuous improvement. In an industry where customer experience is paramount, this course is in high demand. It equips learners with the skills to monitor, analyze, and interpret KPIs, enabling them to make data-driven decisions that impact business outcomes. By the end of this course, you'll be able to strategically manage contact center operations, align KPIs with business objectives, and foster a culture of performance excellence. These skills are crucial for career advancement in customer service management, operations, or related fields.

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CourseDetails

• Understanding Key Performance Indicators (KPIs): Defining, measuring, and tracking contact center KPIs
• Customer Satisfaction (CSAT): Metrics, measurement, and improvement strategies
• First Contact Resolution (FCR): Importance, calculation, and enhancement techniques
• Average Handle Time (AHT): Definition, calculation, and optimizing strategies
• Service Level: Setting targets, measuring performance, and improving service quality
• Quality Assurance (QA): Developing a QA program, scoring methodologies, and monitoring strategies
• Occupancy Rate: Definition, calculation, and strategies to optimize agent productivity
• Employee Satisfaction (ESAT): Measuring, tracking, and improving employee engagement
• Net Promoter Score (NPS): Understanding, measuring, and improving customer loyalty

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The above section showcases a Professional Certificate in Advanced Contact Centre KPIs, featuring a 3D pie chart that illustrates the distribution of job openings across various roles in the industry. The chart is generated using Google Charts, which allows for interactive visualizations and responsive design. This chart has a transparent background and is set to a width of 100% and height of 400px, enabling it to adapt to different screen sizes. As the demand for skilled professionals in contact centres grows, this certificate program offers essential competencies in key performance indicators (KPIs), enabling students to drive success in their careers and organizations. The four primary roles represented in the chart are: 1. Customer Service Representative: These professionals handle customer inquiries, resolve issues, and provide product or service information. They often serve as the frontline contact for a company and are essential for maintaining customer satisfaction. 2. Team Leader: Team leaders manage and oversee the work of customer service representatives, ensuring that operational targets are met and customer needs are addressed. They are also responsible for coaching and mentoring team members and monitoring performance. 3. Sales Representative: Sales representatives are responsible for generating revenue by selling products or services to existing or new customers. They develop relationships, identify customer needs, and match them with suitable offerings. 4. Quality Assurance Analyst: Quality assurance analysts evaluate the performance of customer service teams to ensure adherence to company standards and industry best practices. They analyze data, identify trends, and recommend improvements for customer service processes and strategies. These roles are essential for maintaining a competitive edge in the contact centre industry, and the 3D pie chart offers a clear visualization of the job market landscape. By incorporating the chart into this certificate program's presentation, potential students can understand the industry's needs and consider the opportunities available in these roles.

EntryRequirements

BasicUnderstandingSubject
ProficiencyEnglish
ComputerInternetAccess
BasicComputerSkills
DedicationCompleteCourse

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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 ADVANCED CONTACT CENTRE KPIS

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London School of International Business (LSIB)

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05 May 2025

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