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Call Center Metrics Technician Course

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What will I learn?

Improve your call centre career with our Call Centre Metrics Technician Course. Become a master of important measurements like Customer Satisfaction Score, Average Handle Time, Service Level, and First Call Resolution. Learn how to make things better so the call centre can run faster and customers are happy. Learn how to give good advice, make better reports, and use data to see what's happening and where to improve. Join now to change your skills and make the call centre do well.

Apoia's Unique Features

Online courses available for life
Certificate issued in line with educational standards
Printable PDF summaries
Online assistant available at all times
Select and arrange the chapters you wish to study
Set your preferred course workload
Instant feedback on practical activities
Study anytime, no internet required

Develop skills

Enhance the development of the practical skills listed below

Become a master of call centre measurements like CSAT, AHT, Service Level, FCR.

Make the call centre run better: Increase FCR, reduce AHT, make customers happy.

Learn to give good advice: Measure how things are going, see where to make changes.

Become very good at reporting: Tell people what you find, show data in a clear way, write good reports.

Use data well: Do calculations, understand the trends.

Suggested summary

Workload: between 4 and 360 hours

Before starting, you can modify the chapters and workload.

  • Select which chapter to begin with
  • Add or remove chapters
  • Increase or decrease the course workload

Examples of chapters you can include

You can generate additional chapters like the examples below

This is a free course, aimed at 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.