Undergraduate Certificate in Key Performance Indicators for Contact Centres

Wednesday, 10 September 2025 06:58:24

International applicants and their qualifications are accepted

Start Now     Viewbook

Overview

Overview

Key Performance Indicators are crucial for contact centres to measure success and drive improvement.

Designed specifically for those working in contact centres, this Undergraduate Certificate aims to equip learners with the knowledge and skills to create and track effective KPIs.

By understanding how to set and measure KPIs, learners will be able to identify areas for improvement and implement changes to increase efficiency and customer satisfaction.

Some key concepts covered in the course include data analysis, performance reporting, and benchmarking.

Whether you're looking to advance your career or simply want to stay up-to-date with industry best practices, this course is an excellent choice.

So why not explore this exciting opportunity further and take the first step towards becoming a KPI expert in your own right?

Key Performance Indicators are crucial for measuring the success of contact centres, and this Undergraduate Certificate course will equip you with the skills to create and implement effective KPIs. By studying this course, you'll gain a deep understanding of how to design and track KPIs that drive business results, improve customer satisfaction, and enhance operational efficiency. You'll also explore the latest trends and best practices in contact centre management, including customer experience management and data analysis. With this knowledge, you'll be well-positioned for a career in contact centre management, quality assurance, or business analysis.

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 •
• Key Performance Indicators (KPIs) Development •
• Contact Centre Operations Management •
• Service Level Management (SLM) •
• Quality Monitoring and Feedback •
• Performance Metrics Analysis •
• Call Centre Technology and Tools •
• Customer Satisfaction Measurement •
• Data-Driven Decision Making •
• Process Improvement and Optimization

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 Undergraduate Certificate in Key Performance Indicators for Contact Centres

The Undergraduate Certificate in Key Performance Indicators for Contact Centres is a specialized program designed to equip students with the knowledge and skills required to measure and analyze the performance of contact centre operations.
This program focuses on the development of key performance indicators (KPIs) that are essential for contact centre management, including metrics such as first call resolution, average handle time, and customer satisfaction.
The duration of the program is typically one year, with students completing a series of modules that cover topics such as KPI design, data analysis, and performance reporting.
Industry relevance is a key aspect of this program, as it provides students with the skills and knowledge required to work in contact centres and other customer-facing industries.
The program is designed to be flexible, with students able to study online or on-campus, and can be completed in as little as 12 months.
Graduates of this program can expect to secure roles in contact centre management, quality assurance, or performance analysis, and can also pursue further study in related fields such as business analytics or operations research.
The Undergraduate Certificate in Key Performance Indicators for Contact Centres is a valuable asset for anyone looking to launch or advance a career in contact centre management, and is recognized by employers across a range of industries.
By studying this program, students can gain a deeper understanding of how to measure and analyze KPIs, and develop the skills required to drive business success in contact centres.
The program is also relevant to those looking to transition into a career in contact centre management, as it provides a comprehensive introduction to the principles and practices of KPI design and analysis.
Overall, the Undergraduate Certificate in Key Performance Indicators for Contact Centres is a highly regarded program that provides students with the knowledge, skills, and industry connections required to succeed in contact centre management.

Why this course?

Key Performance Indicators (KPIs) for Contact Centres are crucial in today's market, where customer satisfaction and efficiency are paramount. According to a survey by the UK's Contact Centre Awards, 71% of contact centre managers believe that KPIs are essential for measuring performance. Moreover, a study by the Centre for Contact Centre Research found that 62% of UK contact centres use KPIs to measure customer satisfaction.
KPI Percentage
First Call Resolution (FCR) 85.6%
Customer Satisfaction (CSAT) 85.1%
Average Handling Time (AHT) 2 minutes 15 seconds

Who should enrol in Undergraduate Certificate in Key Performance Indicators for Contact Centres?

Ideal Audience for Undergraduate Certificate in Key Performance Indicators for Contact Centres Are you a contact centre professional looking to boost efficiency and customer satisfaction? Do you want to stay ahead of the competition in the UK's thriving customer service industry?
Key Characteristics: - Age: 18-30 years old
- Education: Undergraduate degree in any field
- Experience: 1-3 years in customer service or related field
- Career goals: To advance in their career, gain new skills, and increase earning potential.
UK-Specific Statistics: - The UK contact centre industry employs over 1.3 million people, generating £24.5 billion in revenue (Source: Contact Centre Leaders Association)
- 75% of UK customers expect a positive experience when interacting with contact centres (Source: Capgemini)
Benefits of the Programme: - Develop essential skills in key performance indicators, data analysis, and customer service management
- Enhance your career prospects and earning potential in the UK's competitive job market
- Stay up-to-date with industry trends and best practices in contact centre management.