Performance Indicators Management Course
The Performance Indicators Management Course provides a practical toolkit to design SMART KPIs, avoid perverse incentives, and balance leading and lagging measures. Learn essential BPO metrics, clear formulas, and dashboard design, then build governance routines, data quality controls, and an implementation roadmap that aligns teams, drives accountability, and sustains measurable performance gains.

from 4 to 360h flexible workload
certificate valid in your country
What will I learn?
The Performance Indicators Management Course provides a practical toolkit to design SMART KPIs, avoid perverse incentives, and balance leading and lagging measures. Learn essential BPO metrics, clear formulas, and dashboard design, then build governance routines, data quality controls, and an implementation roadmap that aligns teams, drives accountability, and sustains measurable performance gains.
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 utilisation.
- 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 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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Course in PDF