Performance Indicators Management Course
The Performance Indicators Management Course equips you with practical tools to craft SMART KPIs, steer clear of perverse incentives, and strike a balance between leading and lagging indicators. You'll grasp key BPO metrics, straightforward formulas, and dashboard creation, while establishing governance processes, data integrity checks, and an implementation plan that unites teams, fosters responsibility, and maintains tangible performance improvements.

from 4 to 360h flexible workload
valid certificate in your country
What will I learn?
The Performance Indicators Management Course equips you with practical tools to craft SMART KPIs, steer clear of perverse incentives, and strike a balance between leading and lagging indicators. You'll grasp key BPO metrics, straightforward formulas, and dashboard creation, while establishing governance processes, data integrity checks, and an implementation plan that unites teams, fosters responsibility, and maintains tangible performance improvements.
Elevify advantages
Develop skills
- Design effective KPIs: apply SMART principles, avoid perverse incentives, and align with strategy.
- Calculate core BPO metrics: AHT, FCR, SLA, cost per transaction, and utilisation.
- Build KPI dashboards: link data sources, ensure data quality, and create clear visuals.
- Run KPI governance: assign owners, set SOPs, establish review schedules, and define escalation paths.
- Lead KPI rollout: design pilots, manage change, and drive 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
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