Performance Indicators Management Course
Master KPI design, governance, and reporting to boost performance in BPO and service operations. Gain practical skills in metrics, dashboards, and change management to unite teams, reduce costs, improve quality, and achieve business goals.

from 4 to 360h flexible workload
valid certificate in your country
What will I learn?
This course equips you with tools to create SMART KPIs, dodge bad incentives, and mix leading and lagging indicators. Master BPO metrics, formulas, and dashboard building, plus governance, data checks, and rollout plans that unite teams, ensure accountability, and deliver lasting performance improvements.
Elevify advantages
Develop skills
- Design effective KPIs using SMART principles, avoid perverse incentives, and align with strategy.
- Calculate key BPO metrics like AHT, FCR, SLA, cost per transaction, and utilisation.
- Build KPI dashboards by connecting data sources, ensuring data quality, and using clear visuals.
- Run KPI governance with defined owners, SOPs, review schedules, and escalation paths.
- Lead KPI rollout through pilot design, change management, and continuous improvement.
Suggested summary
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.What our students say
Your lessons 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 I don't need.

Mariana FerresPhotography Student
I like the content and the way videos are presented and transcribed, 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 with learning.

André FelipePrompt Engineering Student
FAQ
Who is Elevify? How does it work?
Do the courses have certificates?
Are the courses free?
What is the course workload?
What are the courses like?
How do the courses work?
What is the duration of the courses?
What is the cost or price of the courses?
What is an EAD or online course and how does it work?
PDF Course