Advanced Skill Certificate in Contact Centre Performance Optimization

Thursday, 12 February 2026 00:30:50

International applicants and their qualifications are accepted

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Overview

Overview

Performance Optimization

is a critical aspect of the contact centre industry, where efficiency and productivity are paramount. This Advanced Skill Certificate in Contact Centre Performance Optimization is designed for experienced professionals who want to enhance their skills in measuring, analyzing, and improving contact centre performance. Some of the key topics covered in this course include: performance metrics, data analysis, process optimization, and technology implementation. By the end of this course, learners will be able to identify areas of improvement, develop effective solutions, and implement changes to drive business growth. Whether you're a call centre manager or a team leader, this course will equip you with the knowledge and tools to optimize your contact centre's performance, resulting in increased customer satisfaction and reduced costs. So why wait? Explore this course today and take your contact centre to the next level!

Contact Centre Performance Optimization is a comprehensive course that equips learners with the skills to optimize contact centre performance, leading to improved customer satisfaction and increased revenue. By mastering key performance indicators, data analysis, and process improvement techniques, learners can enhance their ability to drive business growth. This course offers unique features such as real-world case studies, interactive simulations, and expert-led workshops. With a strong focus on industry-recognized methodologies, learners can boost their career prospects in the contact centre industry, leading to exciting opportunities in management, consulting, or specialist roles.

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

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• Performance Metrics and KPIs in Contact Centre Operations •
• Contact Centre Workforce Management and Scheduling •
• Quality Monitoring and Feedback in Contact Centres •
• Customer Experience Measurement and Analysis •
• Process Optimisation and Automation in Contact Centres •
• Technology and Tools for Contact Centre Performance •
• Data-Driven Decision Making in Contact Centres •
• Performance Improvement Strategies and Change Management •
• Benchmarking and Best Practice Sharing in Contact Centres •
• Advanced Analytics and Predictive Modelling in Contact Centres

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 Performance Optimization

The Advanced Skill Certificate in Contact Centre Performance Optimization is a specialized program designed to equip learners with the skills required to optimize contact centre performance.
This program focuses on the application of data-driven approaches to improve contact centre metrics, such as first call resolution, average handle time, and customer satisfaction.
Upon completion of the program, learners will be able to analyze complex data sets, identify areas for improvement, and develop targeted strategies to enhance contact centre performance.
The program is typically offered over a period of 12 weeks, with learners required to complete a series of modules and assignments to demonstrate their understanding of the subject matter.
The industry relevance of this program is high, as contact centre managers and supervisors are constantly seeking ways to improve their teams' performance and customer experience.
By acquiring the skills and knowledge required for contact centre performance optimization, learners can enhance their career prospects and contribute to the success of their organizations.
The program is designed to be relevant to the ITIL 4 framework, making it an attractive option for those already familiar with the framework.
Learners can expect to gain a deep understanding of the tools and techniques used in contact centre performance optimization, including data analytics, performance metrics, and quality management.
The program is delivered through a combination of online learning, group discussions, and hands-on activities, making it an engaging and interactive experience for learners.
Upon completion of the program, learners will receive an Advanced Skill Certificate in Contact Centre Performance Optimization, which can be added to their resume or LinkedIn profile.
This certification is highly regarded in the industry and can open up new career opportunities for learners in contact centre management, quality assurance, and customer service.

Why this course?

Advanced Skill Certificate in Contact Centre Performance Optimization 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 improving their contact centre performance is crucial for their overall success. Moreover, a study by the International Customer Service Institute found that companies that invest in contact centre performance optimization see an average increase of 25% in customer satisfaction.
Year Percentage of UK Businesses Investing in Contact Centre Performance Optimization
2018 42%
2019 55%
2020 65%
2021 72%
2022 80%

Who should enrol in Advanced Skill Certificate in Contact Centre Performance Optimization?

Ideal Audience for Advanced Skill Certificate in Contact Centre Performance Optimization Are you a UK-based contact centre professional looking to enhance your skills and take your career to the next level?
Key Characteristics: You have at least 2 years of experience in a contact centre role, with a focus on performance management, quality assurance, or analytics.
Job Roles: Contact Centre Manager, Team Lead, Performance Analyst, Quality Assurance Manager, or any other role that involves performance optimization and improvement.
Skills and Knowledge: You possess a strong understanding of contact centre operations, performance metrics, and data analysis tools. You are also familiar with industry-leading software and technologies.
Career Benefits: Upon completion of the Advanced Skill Certificate, you can expect a significant salary increase, career advancement opportunities, and a competitive edge in the job market.