Certificate in Contact Centre Analytics and Insights

Friday, 29 August 2025 21:26:08

International applicants and their qualifications are accepted

Start Now     Viewbook

Overview

Overview

Contact Centre Analytics and Insights

is designed for professionals seeking to enhance their skills in data-driven decision making.

Developed for those working in contact centres, this certificate focuses on the application of analytics and insights to drive business growth.

Through a combination of theoretical knowledge and practical skills, learners will gain a deeper understanding of metrics, reporting, and data visualisation.

By mastering contact centre analytics and insights, professionals can improve customer experience, increase efficiency, and drive business success.

Take the first step towards unlocking the full potential of your contact centre with this Certificate in Contact Centre Analytics and Insights.

Contact Centre Analytics and Insights is a comprehensive course that equips you with the skills to drive business growth through data-driven decision making. By mastering contact centre analytics and insights, you'll gain a deeper understanding of customer behavior, sentiment, and preferences. This course offers key benefits such as improved forecasting, enhanced customer experience, and increased operational efficiency. With a strong focus on contact centre analytics, you'll learn to extract valuable insights from data, identify trends, and make informed decisions. Career prospects are excellent, with opportunities in management, consulting, and data science.

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

•
Data Analysis for Contact Centre Operations •
Contact Centre Metrics and KPIs •
Customer Journey Mapping and Analysis •
Predictive Analytics for Contact Centre Forecasting •
Text Analytics and Sentiment Analysis •
Big Data and Analytics Tools for Contact Centres •
Data Visualization for Contact Centre Insights •
Advanced Analytics Techniques for Contact Centres •
Contact Centre ROI and Business Case Development •
Data Governance and Quality for 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.

Start Now

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.

Start Now

  • Start this course anytime from anywhere.
  • 1. Simply select a payment plan and pay the course fee using credit/ debit card.
  • 2. Course starts
  • Start Now
    •

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 Certificate in Contact Centre Analytics and Insights

The Certificate in Contact Centre Analytics and Insights is a professional development program designed to equip learners with the skills and knowledge required to analyze and interpret data in a contact centre environment.
This program focuses on teaching learners how to use data analytics tools and techniques to gain insights into customer behaviour, preferences, and pain points, ultimately driving business growth and improvement.
Upon completion of the program, learners will be able to apply their knowledge and skills to real-world scenarios, making them highly sought after in the job market.
The duration of the program varies depending on the institution offering it, but most programs take around 6-12 months to complete.
Throughout the program, learners will develop a range of skills, including data analysis, reporting, and visualization, as well as communication and presentation skills.
The program is highly relevant to the contact centre industry, as it addresses the growing need for data-driven decision making in this sector.
By the end of the program, learners will have gained a deep understanding of how to use analytics and insights to drive business success in the contact centre.
The Certificate in Contact Centre Analytics and Insights is a valuable addition to any learner's skillset, providing a competitive edge in the job market and opening up new career opportunities.
This program is ideal for those looking to transition into a career in contact centre analytics, as well as those already working in the industry looking to upskill and reskill.
The program is also relevant to those working in related fields, such as customer service, sales, and marketing, as it provides a comprehensive understanding of how to use data analytics to drive business success.
Overall, the Certificate in Contact Centre Analytics and Insights is a highly respected and sought-after qualification that provides learners with the skills and knowledge required to succeed in this exciting and rapidly evolving field.

Why this course?

Certificate in Contact Centre Analytics and Insights holds significant importance in today's market, particularly in the UK. The UK's contact centre industry is expected to reach £14.8 billion by 2025, growing at a CAGR of 4.5% (Source: Statista). To stay competitive, organisations need professionals who can collect, analyse, and interpret data to drive business decisions.
Year UK Contact Centre Industry Value (£m)
2020 12.4
2021 13.2
2022 13.8
2023 14.3
2024 14.6
2025 14.8

Who should enrol in Certificate in Contact Centre Analytics and Insights?

Ideal Audience for Certificate in Contact Centre Analytics and Insights This course is designed for professionals working in the UK contact centre industry, particularly those in roles such as:
Contact Centre Managers who oversee daily operations, performance monitoring, and team performance, with 71% of UK contact centre managers citing data analysis as a key skill for success (Source: CIPD).
Data Analysts and Insights Specialists, responsible for extracting insights from contact centre data, with 64% of UK contact centres using data analytics to inform their decision-making (Source: Capgemini).
Operations Managers who need to understand contact centre metrics, such as First Call Resolution (FCR) and Customer Satisfaction (CSAT), to drive business growth and improve customer experience.
IT and Technical Teams who require knowledge of contact centre software, hardware, and technology to support data analysis and insights.