Undergraduate Certificate in Contact Centre Performance Benchmarking

Name: Undergraduate Certificate in Contact Centre Performance Benchmarking
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The Undergraduate Certificate in Contact Centre Performance Benchmarking is a comprehensive course designed to equip learners with essential skills for optimizing contact center operations. This certificate course is crucial in today's business environment, where customer experience is a key differentiator.

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AboutThisCourse

Learners will gain knowledge in performance measurement, data analysis, and benchmarking, enabling them to improve contact center efficiency, reduce costs, and increase customer satisfaction. With the growing demand for contact center professionals who can leverage data to drive performance, this course offers a competitive edge for career advancement. It provides hands-on experience with industry-standard tools and techniques, enabling learners to apply best practices in their workplace. The course is relevant for current or aspiring contact center managers, customer service professionals, and anyone interested in improving customer experience. By the end of the course, learners will be able to analyze contact center performance, identify areas for improvement, and implement strategies to enhance customer satisfaction and loyalty. This certificate course is an excellent opportunity for learners to enhance their skills, increase their value in the job market, and contribute to their organization's success.

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CourseDetails

• Understanding Contact Centres: An Overview
• Importance of Performance Benchmarking in Contact Centres
• Key Performance Indicators (KPIs) in Contact Centres
• Data Collection Techniques for Benchmarking
• Data Analysis for Contact Centre Performance Improvement
• Best Practices in Contact Centre Performance Benchmarking
• Utilizing Benchmarking Results for Strategic Decision Making
• Change Management in Contact Centre Performance Improvement
• Continuous Improvement and Iterative Benchmarking

CareerPath

The undergraduate certificate in Contact Centre Performance Benchmarking prepares students for various roles in the UK job market. The 3D pie chart below showcases the distribution of roles, focusing on customer service representatives, team leaders, sales representatives, and quality assurance analysts. This data-driven visualisation helps potential students understand the industry relevance of each role. In the UK, the demand for skilled professionals in contact centres is consistently high due to the growing outsourcing industry. Businesses seek experts who can manage customer relationships, implement best practices, and drive performance improvement strategies. Our Undergraduate Certificate in Contact Centre Performance Benchmarking aims to equip students with the necessary skills to succeed in these roles and meet industry demands. The curriculum covers essential topics such as performance measurement, quality assurance, and customer experience management. Customer Service Representative (55%): Customer service representatives are the frontline representatives of a company. They handle customer queries, resolve issues, and ensure customer satisfaction. The role requires strong communication skills, empathy, and a proactive attitude to provide exceptional customer service. Team Leader (20%): Team leaders manage a group of customer service representatives, guiding, coaching, and motivating them to achieve performance goals. The role requires strong leadership, coaching, and analytical skills to monitor and improve team performance. Sales Representative (15%): Sales representatives focus on generating revenue by promoting and selling products or services to customers. The role requires strong negotiation, communication, and relationship-building skills to close deals and meet sales targets. Quality Assurance Analyst (10%): Quality assurance analysts evaluate the performance of contact centres by monitoring calls, assessing customer interactions, and providing feedback for continuous improvement. The role requires analytical skills, attention to detail, and a focus on quality and excellence. By earning the Undergraduate Certificate in Contact Centre Performance Benchmarking, students will be prepared to excel in these roles and contribute to the success of contact centres in the UK.

EntryRequirements

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ProficiencyEnglish
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FastTrack GBP £140

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ThreeFourHoursPerWeek
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StandardMode GBP £90

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TwoThreeHoursPerWeek
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UNDERGRADUATE CERTIFICATE IN CONTACT CENTRE PERFORMANCE BENCHMARKING

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London School of International Business (LSIB)

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05 May 2025

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