Performance Indicators Management Course
Gain expertise in designing, governing, and reporting KPIs to enhance performance in BPO and service operations. Master practical metrics, dashboard creation, and change management strategies to unite teams, reduce expenses, improve service quality, and achieve key business objectives.

flexible workload of 4 to 360h
valid certificate in your country
What will I learn?
This course equips you with tools to create SMART KPIs, prevent unintended incentives, and balance leading and lagging indicators. Explore vital BPO metrics with precise formulas and dashboard techniques, while developing governance practices, data integrity measures, and a rollout plan to unify teams, foster responsibility, and deliver lasting performance improvements.
Elevify advantages
Develop skills
- Design effective KPIs using SMART principles, avoid perverse incentives, and align with business strategy.
- Calculate key BPO metrics like AHT, FCR, SLA, cost per transaction, and utilisation rates.
- Build KPI dashboards by connecting data sources, ensuring data quality, and creating clear visuals.
- Establish KPI governance with defined owners, SOPs, review schedules, and escalation processes.
- Lead KPI implementation through pilot testing, change management, and ongoing improvements.
Suggested summary
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.What our students say
Your classes are perfect. I purchased the one-year package and finally have the opportunity to follow various topics of my interest without needing to change platforms... I thank you for everything you do, I've already recommended you to other people...

Giulio CarloDigital Marketing Student
I like how the lessons are straight to the point and how I can change chapters and skip content that I don't need.

Mariana FerresPhotography Student
I like the content and the way of presentation and video transcription, which speeds up the process!

Luciana AlvarengaNail Design Student
The platform is fast, simple to use. The diversity of content and complementary videos help a lot in learning.

André FelipePrompt Engineering Student
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