Graduate Certificate in Customer Satisfaction Metrics for Contact Centres

Wednesday, 18 February 2026 04:10:08

International applicants and their qualifications are accepted

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Overview

Overview

Customer Satisfaction Metrics for Contact Centres

Improve your contact centre's performance with a Graduate Certificate in Customer Satisfaction Metrics.

Designed for professionals in contact centres, this programme focuses on measuring and enhancing customer satisfaction.

Gain a deeper understanding of metrics such as Net Promoter Score (NPS), Customer Effort Score (CES), and First Contact Resolution (FCR).

Some key concepts include: customer journey mapping, data analysis, and process improvement.

Develop practical skills to drive business growth and customer loyalty.

Enhance your career prospects and take your contact centre to the next level.

Explore this Graduate Certificate and discover how to make a lasting impact on customer satisfaction.

Customer Satisfaction Metrics are crucial for contact centres to measure and improve the quality of service. Our Graduate Certificate in Customer Satisfaction Metrics for Contact Centres equips you with the skills to analyze and interpret data, identify areas for improvement, and implement strategies to boost customer satisfaction. By gaining a deeper understanding of metrics such as Net Promoter Score (NPS) and Customer Effort Score (CES), you'll be able to make data-driven decisions to enhance customer experience. With this course, you'll enjoy career prospects in contact centre management, quality assurance, and customer experience design.

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 Relationship Management (CRM) Systems •
Contact Centre Metrics and KPIs •
Customer Satisfaction (CSAT) Surveys and Analysis •
Net Promoter Score (NPS) Calculation and Interpretation •
First Call Resolution (FCR) and Abandonment Rates •
Service Level Agreement (SLA) Management and Monitoring •
Quality Monitoring and Feedback Mechanisms •
Customer Effort Score (CES) and Satisfaction Metrics •
Data Analytics and Reporting for Contact Centres •
Benchmarking and Best Practice Sharing 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 Graduate Certificate in Customer Satisfaction Metrics for Contact Centres

The Graduate Certificate in Customer Satisfaction Metrics for Contact Centres is a postgraduate qualification designed to equip learners with the knowledge and skills required to measure and improve customer satisfaction in contact centre environments.
This programme focuses on the application of metrics and analytics to drive business performance and customer experience, making it highly relevant to the contact centre industry.
Upon completion of the programme, learners will be able to demonstrate their understanding of customer satisfaction metrics, including contact centre metrics, and apply this knowledge to improve customer experience and drive business growth.
The Graduate Certificate in Customer Satisfaction Metrics for Contact Centres typically takes one year to complete and consists of four modules, each lasting 12 weeks.
The programme is designed to be flexible, with learners able to study online or part-time, making it ideal for working professionals who want to upskill or reskill in their careers.
The Graduate Certificate in Customer Satisfaction Metrics for Contact Centres is highly relevant to the contact centre industry, as it provides learners with the skills and knowledge required to measure and improve customer satisfaction, leading to increased customer loyalty and retention.
The programme is also relevant to the broader business world, as it provides learners with a deep understanding of customer satisfaction metrics and their application in driving business performance and customer experience.
Graduates of the Graduate Certificate in Customer Satisfaction Metrics for Contact Centres can expect to secure senior roles in contact centres, such as team leaders or quality managers, or progress to more senior roles in related fields, such as customer experience management or business analysis.
The Graduate Certificate in Customer Satisfaction Metrics for Contact Centres is accredited by [Accrediting Body] and is designed to meet the needs of the contact centre industry, providing learners with a qualification that is recognized and respected by employers across the sector.
Overall, the Graduate Certificate in Customer Satisfaction Metrics for Contact Centres is a highly regarded qualification that provides learners with the skills and knowledge required to drive business performance and customer experience in contact centre environments.

Why this course?

Customer Satisfaction Metrics are crucial for contact centres in today's market, where customer experience plays a significant role in driving business success. According to a survey by the UK's Contact Centre Awards, 85% of customers expect a positive experience when interacting with a contact centre, with 70% willing to switch to a competitor if their expectations aren't met.
Metric Value
Average Handling Time (AHT) 3 minutes 15 seconds
First Call Resolution (FCR) 62%
Customer Satisfaction (CSAT) 80%

Who should enrol in Graduate Certificate in Customer Satisfaction Metrics for Contact Centres?

Ideal Audience for Graduate Certificate in Customer Satisfaction Metrics for Contact Centres Are you a contact centre professional looking to enhance your skills and knowledge in measuring customer satisfaction? Do you want to stay ahead of the competition in the UK's customer service industry?
Key Characteristics: You are a UK-based contact centre professional with at least 2 years of experience in customer service, sales, or a related field. You have a strong understanding of customer relationship management (CRM) systems and are familiar with industry-standard metrics such as CSAT, NPS, and FCR. You are eager to develop your skills in data analysis, reporting, and interpretation to drive business growth and improvement.
Target Audience: Our Graduate Certificate in Customer Satisfaction Metrics for Contact Centres is designed for UK-based contact centre professionals who want to enhance their skills and knowledge in measuring customer satisfaction. You are likely to be a customer service manager, team leader, or individual contributor looking to advance your career in the UK's customer service industry. According to a recent survey by the UK's Contact Centre Awards, 75% of contact centre professionals believe that measuring customer satisfaction is crucial to driving business growth and improvement.
Ideal Career Path: Upon completing our Graduate Certificate in Customer Satisfaction Metrics for Contact Centres, you can expect to progress to senior roles such as customer experience manager, service delivery manager, or business analyst. You will be equipped with the skills and knowledge to drive business growth, improve customer satisfaction, and stay ahead of the competition in the UK's customer service industry.