Global Certificate in Customer Service Performance Metrics Analysis

Name: Global Certificate in Customer Service Performance Metrics Analysis
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The Global Certificate in Customer Service Performance Metrics Analysis is a crucial course designed to equip learners with the skills to analyze and improve customer service delivery. This certification course highlights the importance of performance metrics in customer service, enabling learners to assess customer satisfaction, loyalty, and overall service quality.

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AboutThisCourse

The industry demand for professionals who can measure, analyze, and optimize customer service metrics is at an all-time high, making this course essential for career advancement. Learners will gain hands-on experience in data analysis, reporting, and communication, empowering them to make data-driven decisions and improve customer service outcomes. By completing this course, learners will distinguish themselves as customer service analytics experts, enhancing their career prospects and driving organizational success.

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CourseDetails

• Customer Service Metrics Fundamentals: Introduction to key customer service metrics, their importance, and how they are used to measure performance.
• Service Quality (SQ): Understanding the concept of Service Quality and its role in measuring customer service performance.
• Customer Satisfaction (CSAT): Defining Customer Satisfaction, its calculation, and how it impacts overall customer service performance.
• Net Promoter Score (NPS): Overview of NPS, its calculation, and how it reflects customer loyalty and advocacy.
• Customer Effort Score (CES): Understanding CES, its significance in measuring customer service, and how it affects customer loyalty.
• First Contact Resolution (FCR): Explanation of FCR, its benefits, and how it is used to assess customer service efficiency.
• Customer Retention Rate (CRR): Definition and calculation of CRR, and its importance in measuring customer service success.
• Average Resolution Time (ART): Overview of ART, its impact on customer satisfaction, and how it is used to evaluate customer service efficiency.
• Key Performance Indicator (KPI) Analysis: Explanation of KPIs, their role in customer service performance measurement, and how to interpret KPI data.

CareerPath

The Global Certificate in Customer Service Performance Metrics Analysis prepares professionals for various customer service roles in the UK market. This 3D pie chart showcases the distribution of popular customer service positions, highlighting job market trends for informed career decisions. Customer Service Managers take up 25% of the market, while Customer Service Specialists lead the way with 35%. Customer Service Team Leads represent 20% of the market, and Customer Service Representatives account for the remaining 20%. With this visual representation, you can easily identify the most in-demand roles and choose a career path that aligns with your skills and aspirations.

EntryRequirements

BasicUnderstandingSubject
ProficiencyEnglish
ComputerInternetAccess
BasicComputerSkills
DedicationCompleteCourse

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FastTrack GBP £140

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AcceleratedLearningPath

ThreeFourHoursPerWeek
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StandardMode GBP £90

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TwoThreeHoursPerWeek
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GLOBAL CERTIFICATE IN CUSTOMER SERVICE PERFORMANCE METRICS ANALYSIS

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London College of Foreign Trade (LCFT)

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05 May 2025

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