Call Center Metrics Technician Course
What will I learn?
Boost your call centre career with our Call Centre Metrics Technician Course. Learn the important metrics like Customer Satisfaction Score, Average Handle Time, Service Level, and First Call Resolution. Find out how to improve performance to work better and make customers happier. Get better at making recommendations that can be used, improve your reporting skills, and use data analysis to see patterns and chances to improve. Sign up now to change your skills and do well in your call centre job.
Apoia's Unique Offerings
Develop your skills
Enhance your practical skills listed below
Learn the main call centre metrics: CSAT, AHT, Service Level, FCR.
Improve performance: Make FCR better, reduce AHT, make people more satisfied.
Come up with recommendations that can be used: Measure how much things change, find ways to get better.
Be great at reporting: Share what you find, show data in a visual way, write well-structured reports.
Understand data well: Do statistical analysis, understand trends.
Suggested summary
Workload: between 4 and 360 hours
Before starting, you can change the chapters and 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 similar to 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 provides practical and relevant knowledge for your professional journey.