Call Center Metrics Technician Course
What will I learn?
Take your call centre work to the next level with our Call Centre Metrics Technician Training. Learn the important numbers and measures like how happy customers are (Customer Satisfaction Score), how long calls take on average (Average Handle Time), how many calls get answered quickly (Service Level), and how often problems are solved on the first call (First Call Resolution). Find out how to make things work better to get more done and make customers happier. Learn how to give good advice on what to do, get better at writing reports, and use data to see what's happening and find ways to improve. Join us now to get new skills and do well in your call centre job.
Apoia's Unique Features
Develop skills
Enhance the practical skills listed below
Learn the main call centre numbers: CSAT, AHT, Service Level, FCR.
Make performance better: Improve FCR, make AHT shorter, make customers happier.
Learn to understand what the numbers mean: See what difference you're making, find ways to improve.
Get good at reporting: Tell people what you've found, show data in a clear way, write good reports.
Use data well: Look at the numbers carefully and understand what they mean.
Suggested summary
Workload: between 4 and 360 hours
Before beginning, feel free to 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 akin to a technical, undergraduate, or postgraduate course, but offers practical and relevant knowledge for your professional journey.