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Call Center Metrics Technician Course

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What will I learn?

Elevate your call centre career with our Call Centre Metrics Technician Course. Master essential metrics like Customer Satisfaction Score, Average Handle Time, Service Level, and First Call Resolution. Learn performance optimisation strategies to enhance efficiency and boost customer satisfaction. Develop actionable recommendations, refine reporting skills, and harness data analysis techniques to identify trends and opportunities. Join now to transform your skills and drive success in your call centre role.

Apoia's Differentials

Online and lifetime access to courses
Certificate adhering to educational standards
Printable PDF summaries
Online assistant available at all times
Select and arrange the chapters you wish to study
Set your own course workload
Practical activities marked instantly
Study anytime, no internet needed

Develop skills

Strengthen the development of the practical skills listed below

Master key call centre metrics: CSAT, AHT, Service Level, FCR.

Optimise performance: Enhance FCR, reduce AHT, boost satisfaction.

Develop actionable insights: Measure impact, identify improvements.

Excel in reporting: Communicate findings, visualise data, structure reports.

Analyse data effectively: Perform statistical analysis, interpret trends.

Suggested summary

Workload: between 4 and 360 hours

Before starting, you can change the chapters and the workload.

  • Choose which chapter to start with
  • Add or remove chapters
  • Increase or decrease the course workload

Examples of chapters you can add

You will be able to generate more chapters like the examples below

This is a free course, focused on personal and professional development. It is not equivalent to a technical, undergraduate, or postgraduate course, but offers practical and relevant knowledge for your professional journey.