Postgraduate Certificate in Contact Centre Key Performance Indicators

Name: Postgraduate Certificate in Contact Centre Key Performance Indicators
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The Postgraduate Certificate in Contact Centre Key Performance Indicators (KPIs) is a comprehensive course designed to empower professionals with the skills to drive success in customer service operations. This certificate program emphasizes the importance of KPIs in measuring and improving contact centre performance, enabling learners to make data-driven decisions and optimize customer experiences.

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AboutThisCourse

In an era where customer satisfaction significantly impacts business growth, the demand for skilled contact centre professionals has surged. This course equips learners with essential skills to monitor, analyze, and enhance KPIs, ensuring that organizations meet their strategic goals and deliver exceptional customer service. By completing this program, professionals demonstrate their commitment to staying updated on industry best practices and enhancing their analytical and decision-making abilities. This investment in their careers not only leads to improved job performance but also opens doors to new opportunities and career advancement within the contact centre industry.

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CourseDetails

• Contact Centre Metrics
• Key Performance Indicators (KPIs) in Contact Centres
• Importance of KPIs in Contact Centre Management
• Common Contact Centre KPIs: Service Level, Average Handle Time, First Contact Resolution, Customer Satisfaction
• Quality Assurance and KPIs in Contact Centres
• Using Data Analytics to Improve Contact Centre Performance
• Balancing Efficiency and Effectiveness in Contact Centre Operations
• Best Practices for Setting and Measuring KPIs in Contact Centres
• Continuous Improvement and KPIs in Contact Centre Management

CareerPath

This section showcases the Postgraduate Certificate in Contact Centre Key Performance Indicators with a 3D pie chart to visually represent the skills in demand. The primary skills include customer satisfaction, first contact resolution, average handling time, quality assurance, sales conversion rate, employee engagement, and leadership & management. Each skill is essential in contact centre operations, and mastering these skills can lead to a rewarding career in the UK. The contact centre industry offers numerous job opportunities, ranging from customer service representatives to team leaders and operations managers. With the increasing demand for quality customer interactions, professionals with a Postgraduate Certificate in Contact Centre Key Performance Indicators can expect competitive salary ranges. This 3D pie chart is responsive and can adapt to various screen sizes, making it accessible on any device. The transparent background and lack of added background colour allow the chart to blend seamlessly with the webpage's design.

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

CompleteInTwoMonths

FlexibleLearningPace

TwoThreeHoursPerWeek
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POSTGRADUATE CERTIFICATE IN CONTACT CENTRE KEY PERFORMANCE INDICATORS

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London School of International Business (LSIB)

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05 May 2025

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