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Professional Certificate in Contact Centre Performance Metrics

Saturday, 13 December 2025 20:16:12

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Overview Entry Requirements Course Structure Fees and Payment Plans Accreditation Apply Now

Professional Certificate in Contact Centre Performance Metrics

The Professional Certificate in Contact Centre Performance Metrics equips professionals with the skills to measure and optimize contact centre operations. Designed for managers, team leaders, and analysts, this program focuses on key performance indicators (KPIs), customer satisfaction metrics, and operational efficiency.


Learn to analyze call handling times, first-call resolution rates, and agent productivity to drive better outcomes. Gain actionable insights to enhance customer experience and streamline workflows.


Ready to elevate your contact centre's performance? Explore the program today and transform your approach to metrics and analytics!

Course Content

  • • Introduction to Contact Centre Performance Metrics
    • Key Performance Indicators (KPIs) for Contact Centres
    • Measuring Customer Satisfaction and Experience
    • Workforce Management and Scheduling Metrics
    • Call Handling and Resolution Metrics
    • Quality Assurance and Monitoring Techniques
    • Data Analysis and Reporting for Contact Centres
    • Technology and Tools for Performance Tracking
    • Strategies for Continuous Improvement in Contact Centres
    • Case Studies and Best Practices in Contact Centre Metrics

Fee and payment plans

30 to 40% Cheaper than most Universities and Colleges

Duration

The programme is available in two duration modes:

1 month

2 months

This programme does not have any additional costs.

Course fee

The fee for the programme is as follows:

1 month:GBP £140

2 months:GBP £90

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  1. Complete the online enrolment form and Pay enrolment fee of GBP £10.
  2. Wait for our email with course start dates and fee payment plans. Your course starts once you pay the course fee.
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Got questions? Get in touch

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+44 75 2064 7455

admissions@LSIB.lk

+44 (0) 20 3608 0144



Career Path

Contact Centre Manager

Oversees daily operations, ensuring optimal contact centre performance metrics and customer satisfaction.

Customer Service Team Leader

Leads teams to achieve key performance indicators (KPIs) and improve service quality in contact centres.

Quality Assurance Analyst

Monitors and evaluates call centre interactions to maintain high standards and compliance with metrics.

Workforce Planning Specialist

Optimises staffing levels and schedules to meet contact centre performance goals and demand forecasts.

Why this course?

The Professional Certificate in Contact Centre Performance Metrics is a critical qualification for professionals aiming to excel in the fast-evolving customer service industry. In the UK, contact centres employ over 1.3 million people, contributing significantly to the economy. With 85% of businesses prioritising customer experience as a key differentiator, mastering performance metrics is essential for driving operational efficiency and customer satisfaction. Recent UK-specific statistics highlight the growing demand for skilled professionals in this field: - 72% of contact centres now use advanced analytics to measure performance. - 68% of businesses report improved customer retention after implementing data-driven strategies. - 55% of contact centres plan to invest in upskilling staff in performance metrics by 2025. Below is a responsive 3D Line chart and a clean CSS-styled table showcasing these trends: ```html

Metric 2022 2023 2024
Advanced Analytics Usage (%) 65 70 72
Customer Retention Improvement (%) 60 65 68
Upskilling Investment Plans (%) 50 53 55
``` This qualification equips learners with the skills to leverage contact centre performance metrics

Who should apply?

Audience Description Relevance
Contact Centre Managers Professionals overseeing contact centre operations and aiming to optimise performance metrics. With over 6,000 contact centres in the UK, managers need advanced skills to improve customer satisfaction and operational efficiency.
Team Leaders Supervisors responsible for guiding teams to meet key performance indicators (KPIs). Team leaders in the UK’s £40 billion contact centre industry can enhance productivity by mastering performance metrics.
Customer Experience Specialists Experts focused on improving customer interactions and satisfaction levels. With 74% of UK customers valuing excellent service, specialists can leverage metrics to drive loyalty and retention.
Aspiring Contact Centre Professionals Individuals seeking to build a career in contact centre management or analytics. The UK contact centre sector employs over 1.3 million people, offering vast opportunities for those skilled in performance metrics.