Postgraduate Certificate in Call Scoring and Evaluation for Contact Centres

Thursday, 19 February 2026 22:11:14

International applicants and their qualifications are accepted

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Overview

Overview

Call Scoring and Evaluation


Improve Customer Experience in Contact Centres with our Postgraduate Certificate. This programme is designed for professionals working in contact centres, focusing on the skills needed to effectively score and evaluate customer interactions.

Develop your expertise in call scoring and evaluation, enabling you to make data-driven decisions that drive business growth and customer satisfaction.


Key Skills Covered: Call scoring, evaluation, customer experience, data analysis, and performance measurement.

Gain a deeper understanding of the importance of accurate call scoring and evaluation in contact centres, and learn how to apply this knowledge to drive business success.


Take the First Step Towards a Career in Call Scoring and Evaluation. Explore our Postgraduate Certificate and discover how you can enhance your skills and career prospects in this exciting field.

Call Scoring is a critical component of contact centre operations, and our Postgraduate Certificate in Call Scoring and Evaluation is designed to equip you with the skills to excel in this field. This course will help you develop a deep understanding of call scoring principles and techniques, enabling you to accurately evaluate and score customer interactions. You'll learn how to assess customer satisfaction, identify areas for improvement, and implement effective strategies to enhance the overall customer experience. With this qualification, you'll enjoy call scoring career prospects in contact centres, as well as opportunities to progress into leadership 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

•
• Call Scoring Frameworks and Models •
• Evaluation of Customer Experience in Contact Centres •
• Call Evaluation Metrics and KPIs •
• Sentiment Analysis in Call Scoring •
• Call Handling Quality Assessment •
• Performance Metrics for Call Centre Agents •
• Call Recording and Analysis Tools •
• Call Scoring and Evaluation Software •
• Training and Development for Call Evaluators •
• Best Practices for Call Centre Evaluation

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 Postgraduate Certificate in Call Scoring and Evaluation for Contact Centres

The Postgraduate Certificate in Call Scoring and Evaluation for Contact Centres is a specialized program designed to equip learners with the skills and knowledge required to effectively evaluate and improve the performance of contact centre operations.
This postgraduate certificate program is typically offered over a period of 6-12 months, depending on the institution and the learner's prior experience.
The learning outcomes of this program focus on developing learners' ability to design, implement, and evaluate call scoring and evaluation systems, as well as their understanding of the key performance indicators (KPIs) that drive business success in the contact centre industry.
Upon completion of the program, learners will be able to apply their knowledge and skills to improve the efficiency and effectiveness of contact centre operations, leading to enhanced customer experience and increased business revenue.
The Postgraduate Certificate in Call Scoring and Evaluation for Contact Centres is highly relevant to the contact centre industry, as it addresses the growing need for data-driven decision making and performance measurement in this sector.
By acquiring the skills and knowledge required to evaluate and improve contact centre performance, learners can take on leadership roles or pursue careers in quality management, process improvement, or business analysis within the contact centre industry.
The program is designed to be flexible and accessible, with online and part-time study options available to accommodate the diverse needs of working professionals and learners.
Overall, the Postgraduate Certificate in Call Scoring and Evaluation for Contact Centres is an excellent choice for learners seeking to advance their careers in the contact centre industry or transition into new roles that require expertise in call scoring and evaluation.

Why this course?

Postgraduate Certificate in Call Scoring and Evaluation is a highly sought-after qualification in the UK contact centre industry, with a significant impact on business performance. According to a recent survey by the Contact Centre Awards, 75% of UK contact centres believe that call scoring and evaluation are crucial for improving customer experience and reducing agent stress.
Call Scoring Criteria Percentage of Centres
Timeliness and Punctuality 80%
Product Knowledge and Expertise 70%
Customer Service Skills 90%

Who should enrol in Postgraduate Certificate in Call Scoring and Evaluation for Contact Centres?

Ideal Audience for Postgraduate Certificate in Call Scoring and Evaluation for Contact Centres Our postgraduate certificate is designed for experienced contact centre professionals, particularly those in leadership or management roles, who want to enhance their skills in call scoring and evaluation.
Key Characteristics: Our ideal learners are typically UK-based contact centre professionals with at least 2 years of experience, holding a Level 3 qualification or higher. They are likely to be working in a team environment, managing a large volume of calls, and seeking to improve their team's performance and customer satisfaction.
Career Goals: Our learners aim to develop advanced skills in call scoring and evaluation, enabling them to make data-driven decisions, improve customer experience, and drive business growth. They may also seek to progress into senior roles, such as Team Manager or Centre Manager, within their current organisation or explore new career opportunities.
Prerequisites: To be eligible for our postgraduate certificate, learners must have a good understanding of contact centre operations, customer service principles, and data analysis techniques. They should also possess excellent communication and interpersonal skills, with the ability to work effectively in a team environment.