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Call Center Metrics Technician Course

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What will I learn?

Take your call centre career to the next level with our Call Centre Metrics Technician Course. Become proficient in essential metrics such as Customer Satisfaction Score, Average Handling Time, Service Level, and First Call Resolution. Learn performance improvement strategies to increase efficiency and enhance customer satisfaction. Develop practical recommendations, improve your reporting skills, and use data analysis methods to identify trends and opportunities. Enrol now to transform your skills and drive success in your call centre job.

Apoia's Unique Features

Online course with lifetime access
Certificate aligned with educational standards
Printable PDF summaries
Online support always available
Select and arrange the chapters you wish to study
Customize your course workload
Instant feedback on practical activities
Study anytime, no internet connection required

Develop skills

Enhance the growth of the practical skills listed below

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

Improve performance: Enhance FCR, reduce AHT, boost satisfaction levels.

Develop practical insights: Measure impact, identify areas for improvement.

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

Analyse data effectively: Conduct statistical analysis, interpret trends.

Suggested summary

Workload: between 4 and 360 hours

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

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

Examples of chapters you can include

You’ll be able to generate additional chapters similar to the examples below

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