Performance Indicators Management Course
The Performance Indicators Management Course provides practical tools to create SMART KPIs, prevent bad incentives, and balance forward and backward measures. You will learn key BPO metrics, simple formulas, and dashboard creation, then establish governance processes, data quality checks, and an implementation plan that unites teams, promotes responsibility, and maintains ongoing performance improvements.

from 4 to 360h flexible workload
valid certificate in your country
What will I learn?
The Performance Indicators Management Course provides practical tools to create SMART KPIs, prevent bad incentives, and balance forward and backward measures. You will learn key BPO metrics, simple formulas, and dashboard creation, then establish governance processes, data quality checks, and an implementation plan that unites teams, promotes responsibility, and maintains ongoing performance improvements.
Elevify advantages
Develop skills
- Design effective KPIs: apply SMART, avoid perverse incentives, align with strategy.
- Calculate core BPO metrics: AHT, FCR, SLA, cost per transaction, and utilization.
- Build KPI dashboards: connect data sources, ensure data quality, and clear visuals.
- Run KPI governance: define owners, SOPs, review cadence, and escalation paths.
- Lead KPI rollout: pilot design, change management, and continuous improvement.
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
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