Advanced Skill Certificate in Contact Centre Metrics and Performance

Monday, 16 February 2026 00:30:22

International applicants and their qualifications are accepted

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Overview

Overview

Contact Centre Metrics and Performance is a specialized field that measures the efficiency and effectiveness of customer service operations.

Designed for professionals working in contact centres, this Advanced Skill Certificate program helps learners develop a deeper understanding of key metrics and performance indicators.

By mastering contact centre metrics and performance, learners can optimize their team's performance, improve customer satisfaction, and drive business growth.

Some key topics covered in the program include call handling metrics, first call resolution, and customer satisfaction surveys.

Through interactive learning experiences and real-world case studies, learners will gain practical skills to analyze and improve their contact centre's performance.

Whether you're looking to advance your career or enhance your existing skills, this Advanced Skill Certificate in Contact Centre Metrics and Performance is an excellent choice.

Explore this program further to discover how you can take your contact centre to the next level.

Contact Centre Metrics and Performance is a comprehensive course that equips learners with the skills to measure and improve contact centre efficiency. By mastering contact centre metrics and performance, individuals can enhance customer experience and drive business growth. The course offers key benefits such as improved forecasting, reduced wait times, and increased agent productivity. Career prospects are also enhanced with this certification, as it is highly valued by employers in the industry. Unique features of the course include real-world case studies, interactive simulations, and expert-led workshops. Learners will gain a deeper understanding of contact centre metrics and performance.

Entry requirements

The program operates on an open enrollment basis, and there are no specific entry requirements. Individuals with a genuine interest in the subject matter are welcome to participate.

International applicants and their qualifications are accepted.

Step into a transformative journey at LSIB, where you'll become part of a vibrant community of students from over 157 nationalities.

At LSIB, we are a global family. When you join us, your qualifications are recognized and accepted, making you a valued member of our diverse, internationally connected community.

Course Content

•
Customer Satisfaction (CSAT) metrics •
First Call Resolution (FCR) rate •
Average Handling Time (AHT) •
Service Level (SL) targets •
Call Abandon Rate (CAR) •
Average Speed of Answer (ASA) •
Queue Time (QT) •
After-Call Work (ACW) time •
Net Promoter Score (NPS) •
Key Performance Indicators (KPIs)

Assessment

The evaluation process is conducted through the submission of assignments, and there are no written examinations involved.

Fee and Payment Plans

30 to 40% Cheaper than most Universities and Colleges

Duration & course fee

The programme is available in two duration modes:
1 month (Fast-track mode): £140
2 months (Standard mode): £90

40% Cheaper

Our course fee is up to 40% cheaper than most universities and colleges.

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Awarding body

 The programme is awarded by London School of International Business. This program is not intended to replace or serve as an equivalent to obtaining a formal degree or diploma. It should be noted that this course is not accredited by a recognised awarding body or regulated by an authorised institution/ body.

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  • Start this course anytime from anywhere.
  • 1. Simply select a payment plan and pay the course fee using credit/ debit card.
  • 2. Course starts
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Got questions? Get in touch

Chat with us: Click the live chat button

+44 75 2064 7455

admissions@lsib.co.uk

+44 (0) 20 3608 0144



Career path

Key facts about Advanced Skill Certificate in Contact Centre Metrics and Performance

The Advanced Skill Certificate in Contact Centre Metrics and Performance is a specialized program designed to equip learners with the skills and knowledge required to measure and analyze contact centre performance effectively.
This program focuses on developing a deep understanding of key performance indicators (KPIs), metrics, and analytics tools used in contact centres to drive business success and customer satisfaction.
Upon completion of the program, learners will be able to apply their knowledge to improve contact centre metrics and performance, resulting in increased efficiency, productivity, and customer engagement.
The program duration is typically 4-6 weeks, with a flexible learning schedule that allows learners to balance their studies with work commitments.
The Advanced Skill Certificate in Contact Centre Metrics and Performance is highly relevant to the contact centre industry, as it addresses the need for data-driven decision-making and performance optimization in this sector.
Learners who complete this program will gain a competitive edge in the job market, with employers seeking candidates who possess advanced skills in contact centre metrics and performance analysis.
The program is designed to be industry-agnostic, making it relevant to learners from various backgrounds, including IT, business, and customer service.
The Advanced Skill Certificate in Contact Centre Metrics and Performance is a valuable addition to any learner's skillset, providing a solid foundation for a career in contact centre management, analysis, or consulting.
By investing in this program, learners can enhance their career prospects, increase their earning potential, and contribute to the success of their organizations in the contact centre industry.

Why this course?

Advanced Skill Certificate in Contact Centre Metrics and Performance holds significant importance in today's market, particularly in the UK. According to a survey by the Centre for Contact Management, 75% of UK businesses believe that having the right metrics and performance indicators is crucial for their success. Moreover, a study by the International Customer Service Institute found that companies with effective contact centre metrics experience a 25% increase in customer satisfaction.
Metric Percentage
First Call Resolution (FCR) 85%
Customer Satisfaction (CSAT) 90%
Average Handling Time (AHT) 150 seconds

Who should enrol in Advanced Skill Certificate in Contact Centre Metrics and Performance?

Ideal Audience for Advanced Skill Certificate in Contact Centre Metrics and Performance Are you a contact centre professional looking to enhance your skills and knowledge in measuring performance and driving business success?
Key Characteristics: You should be a UK-based contact centre manager, supervisor, or team leader with at least 2 years of experience in the industry, or a professional looking to transition into a contact centre role.
Skills and Knowledge: You should have a solid understanding of contact centre metrics, performance management, and data analysis, as well as experience with tools such as CRM software and performance management systems.
Career Benefits: By completing this Advanced Skill Certificate, you can enhance your career prospects and earn a salary of up to £35,000 per annum in the UK, according to a recent survey by the Chartered Institute of Personnel and Development.
Learning Outcomes: Upon completion of this course, you will be able to measure contact centre performance, identify areas for improvement, and develop strategies to drive business success, resulting in increased customer satisfaction and loyalty.