Call Center Metrics Technician Course
What will I learn?
Elevate your call centre career with our Call Centre Metrics Technician Course. Master essential metrics such as Customer Satisfaction Score, Average Handling 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
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.