Call Center Metrics Technician Course
Master every metric that drives contact centre performance — from service level and abandonment rate to CSAT and cost per contact. This course gives operations professionals, analysts, and team leaders the technical skills to measure, report, and improve contact centre results with confidence. If you work with contact centre data, this is the training that turns numbers into decisions.
from 4 to 360h flexible workload
valid certificate in your country
What will I learn?
You will build a complete understanding of contact centre metrics across eight core areas, including telephony and ACD data, agent performance scorecards, customer experience measurement, and workforce management calculations. You will learn how to collect and validate data, design operational dashboards, and apply statistical techniques to distinguish real performance trends from random variation. The course also covers root cause analysis methods, KPI framework design, and how to present findings to operations managers and executive leadership. Supplementary content introduces speech analytics, AI-generated metrics, financial cost modelling, and the communication skills analysts need to make data-driven recommendations stick.
Elevify advantages
Develop skills
- Contact Centre KPI Calculation: Define, calculate, and interpret ACD, AHT, and FCR metrics accurately.
- Workforce Management Analysis: Apply Erlang C models and shrinkage formulas to optimise staffing levels.
- Dashboard and Reporting Design: Build audience-appropriate dashboards that surface actionable performance insights.
- Root Cause Diagnosis: Use five whys and Pareto analysis to identify and resolve contact centre performance issues.
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 workloadWhat 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 really help with learning.
André FelipePrompt Engineering Student
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