Graduate Certificate in Contact Centre Productivity Measures

Wednesday, 18 February 2026 01:33:04

International applicants and their qualifications are accepted

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Overview

Overview

Productivity measures are crucial in contact centres to optimize performance and efficiency.

Our Graduate Certificate in Contact Centre Productivity Measures is designed for aspiring professionals who want to develop skills in measuring and improving contact centre performance.

By studying this course, you will gain a deep understanding of productivity measures, including metrics, analysis, and reporting.

You will learn how to apply these measures to improve customer experience, reduce costs, and increase employee engagement.

Some key topics covered in the course include: performance metrics, data analysis, and process improvement.

Our course is ideal for those looking to start a career in contact centre management or looking to upskill in this area.

Don't miss out on this opportunity to enhance your skills and take your career to the next level.

Contact Centre Productivity Measures is a specialized course that equips you with the skills to optimize performance and drive success in the contact centre industry. By focusing on key metrics and data analysis, you'll gain a deeper understanding of how to measure and improve productivity, leading to increased efficiency and customer satisfaction. This Contact Centre Productivity Measures course offers career advancement opportunities in management and leadership roles, as well as enhanced employability in the industry. Unique features include expert-led workshops and real-world case studies, providing a comprehensive learning experience that sets you up for success in this field.

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

•
• Contact Centre Metrics and Performance Indicators •
• Productivity Analysis and Benchmarking •
• Call Handling and Answering Standards •
• First Call Resolution (FCR) and Quality Monitoring •
• Workforce Management and Scheduling •
• Customer Satisfaction and Net Promoter Score (NPS) •
• Performance Reporting and Data Analysis •
• Coaching and Development for Contact Centre Staff •
• Technology and Tools for Productivity Measurement

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 Graduate Certificate in Contact Centre Productivity Measures

The Graduate Certificate in Contact Centre Productivity Measures is a postgraduate qualification designed to equip students with the knowledge and skills required to optimize contact centre performance.
This programme focuses on the application of data-driven approaches to improve productivity, efficiency, and customer satisfaction in contact centres.
Upon completion, students will be able to analyze complex data sets, identify trends, and develop strategies to enhance contact centre operations.
The duration of the Graduate Certificate in Contact Centre Productivity Measures is typically one year full-time or two years part-time, allowing students to balance their studies with work commitments.
Industry relevance is a key aspect of this programme, as it addresses the growing need for skilled professionals who can drive business growth through data-driven decision-making in contact centres.
Graduates of this programme can expect to secure roles in contact centre management, quality assurance, or analytics, where they can apply their knowledge to drive productivity gains and improve customer experiences.
The Graduate Certificate in Contact Centre Productivity Measures is a valuable addition to any career in the contact centre industry, offering a unique blend of theoretical and practical learning that prepares students for leadership roles.
By studying this programme, students can develop the skills and expertise required to succeed in a rapidly changing contact centre landscape, where data-driven decision-making is increasingly critical to business success.

Why this course?

Graduate Certificate in Contact Centre Productivity Measures holds significant importance in today's market, particularly in the UK. According to a survey by the Chartered Institute of Marketing (CIM), 75% of UK businesses believe that improving customer experience is crucial for their success. A Graduate Certificate in Contact Centre Productivity Measures can equip learners with the necessary skills to optimize customer interactions, leading to increased efficiency and productivity.
UK Contact Centre Productivity Measures
Average handling time (AHT) reduction: 20%
First call resolution (FCR) rate: 60%
Customer satisfaction (CSAT) score: 85%

Who should enrol in Graduate Certificate in Contact Centre Productivity Measures?

Ideal Audience for Graduate Certificate in Contact Centre Productivity Measures Are you a UK-based contact centre professional looking to boost your career prospects?
Professionals with 1-3 years of experience in the contact centre industry With a Graduate Certificate in Contact Centre Productivity Measures, you can enhance your skills in metrics analysis, performance management, and team leadership, increasing your earning potential to £35,000-£45,000 per annum.
Those interested in moving into senior roles or starting their own business The Graduate Certificate in Contact Centre Productivity Measures is designed to equip you with the knowledge and skills required to succeed in the UK's competitive contact centre market, where the average salary for a team leader is £28,000-£32,000 per annum.
Individuals seeking to upskill and reskill in the contact centre sector By completing the Graduate Certificate in Contact Centre Productivity Measures, you can gain a competitive edge in the job market and increase your chances of securing a role with a leading UK contact centre company, such as British Airways or Virgin Media.