Advanced Skill Certificate in Customer Support Performance Metrics

Sunday, 14 September 2025 05:33:40

International applicants and their qualifications are accepted

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Overview

Overview

Customer Support Performance Metrics: Master the art of measuring and improving your team's success. This Advanced Skill Certificate program is designed for customer support managers, team leads, and analysts.


Learn to analyze key performance indicators (KPIs) like customer satisfaction (CSAT), first contact resolution (FCR), and average handling time (AHT). Understand how to use data-driven insights to optimize workflows and boost efficiency.


Gain practical skills in data analysis and reporting. Develop strategies for improving customer experience and achieving business objectives using robust customer support performance metrics. This certificate elevates your customer support expertise.


Enroll now and transform your customer support team's performance!

Customer Support Performance Metrics: Master the art of measuring and improving customer support effectiveness with our Advanced Skill Certificate. This intensive program equips you with advanced analytics and data-driven decision-making skills, crucial for optimizing key performance indicators (KPIs). Gain a competitive edge, boosting your career prospects in customer service management, contact center operations, or support analytics. Our unique curriculum emphasizes practical application, real-world case studies, and industry-recognized certifications. Become a customer support performance metrics expert and elevate your career trajectory. Learn to analyze call center metrics, improve customer satisfaction, and drive business results. Customer Support Performance Metrics certification opens doors to exciting opportunities.

Entry requirements

The program operates on an open enrollment basis, and there are no specific entry requirements. Individuals with a genuine interest in the subject matter are welcome to participate.

International applicants and their qualifications are accepted.

Step into a transformative journey at LSIB, where you'll become part of a vibrant community of students from over 157 nationalities.

At LSIB, we are a global family. When you join us, your qualifications are recognized and accepted, making you a valued member of our diverse, internationally connected community.

Course Content

• **Customer Satisfaction (CSAT) and its Measurement:** Understanding CSAT scores, methodologies like surveys and feedback forms, and analyzing trends for improvements.
• **Net Promoter Score (NPS) Analysis and Improvement:** Deep dive into NPS, identifying detractors, passives, and promoters, and developing strategies to increase loyalty and advocacy.
• **First Contact Resolution (FCR) Rate Optimization:** Techniques to achieve high FCR, including knowledge base optimization, effective training, and efficient routing systems.
• **Average Handling Time (AHT) Reduction Strategies:** Analyzing call data, identifying bottlenecks, and implementing solutions to reduce AHT without sacrificing quality.
• **Customer Effort Score (CES) and its Impact:** Understanding CES, identifying friction points in the customer journey, and implementing solutions for effortless customer experiences.
• **Ticket Resolution Time and its Correlation with Customer Satisfaction:** Analyzing ticket metrics to improve response times and overall efficiency, linking it directly to CSAT improvement.
• **Performance Monitoring Dashboards and Reporting:** Utilizing data visualization tools to track key metrics, identify trends, and communicate performance effectively to stakeholders.
• **Advanced Customer Support Analytics and Predictive Modeling:** Utilizing data analytics to forecast potential issues, identify at-risk customers, and proactively address concerns.
• **Quality Assurance (QA) and Monitoring for Customer Support:** Implementing and reviewing QA processes to ensure consistency, identify training needs, and maintain service quality.

Assessment

The evaluation process is conducted through the submission of assignments, and there are no written examinations involved.

Fee and Payment Plans

30 to 40% Cheaper than most Universities and Colleges

Duration & course fee

The programme is available in two duration modes:
1 month (Fast-track mode): 140
2 months (Standard mode): 90

40% Cheaper

Our course fee is up to 40% cheaper than most universities and colleges.

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Awarding body

 The programme is awarded by London School of International Business. This program is not intended to replace or serve as an equivalent to obtaining a formal degree or diploma. It should be noted that this course is not accredited by a recognised awarding body or regulated by an authorised institution/ body.

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  • Start this course anytime from anywhere.
  • 1. Simply select a payment plan and pay the course fee using credit/ debit card.
  • 2. Course starts
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Got questions? Get in touch

Chat with us: Click the live chat button

+44 75 2064 7455

admissions@lsib.co.uk

+44 (0) 20 3608 0144



Career path

Role Description Primary Keywords Secondary Keywords
Customer Support Specialist Provides first-line support, resolving customer queries efficiently. Strong communication skills are essential. Customer Support, Performance Metrics Troubleshooting, Help Desk, Client Relations
Senior Customer Support Analyst Analyzes support trends, identifies areas for improvement, and mentors junior staff. Requires advanced problem-solving abilities and data analysis skills. Customer Support, Performance Metrics, Data Analysis Team Leadership, Process Improvement, Reporting
Customer Success Manager Focuses on customer retention and satisfaction. Proactively identifies and addresses potential issues. Customer Success, Customer Support, Retention Account Management, Onboarding, Relationship Building
Technical Support Engineer Provides technical assistance, troubleshooting complex software and hardware issues. Requires in-depth technical expertise. Technical Support, Customer Support, Troubleshooting IT Support, Hardware, Software

Key facts about Advanced Skill Certificate in Customer Support Performance Metrics

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An Advanced Skill Certificate in Customer Support Performance Metrics equips professionals with the expertise to analyze and improve key performance indicators (KPIs) within customer support operations. This program focuses on practical application, enabling participants to directly impact customer satisfaction and business profitability.


Learning outcomes include mastering the calculation and interpretation of crucial metrics like Average Handling Time (AHT), First Call Resolution (FCR), Customer Satisfaction (CSAT), and Net Promoter Score (NPS). Participants will also develop proficiency in using data analysis tools and reporting techniques to effectively communicate performance insights. This leads to improved resource allocation and strategic decision-making for enhanced customer service.


The duration of the certificate program is typically flexible, ranging from a few weeks to several months depending on the intensity and format of the chosen course. Self-paced online options are often available alongside instructor-led classes. The curriculum is designed to be easily integrated into existing workflows, minimizing disruption to professional schedules.


This certificate holds significant industry relevance, making graduates highly sought after by companies across various sectors. Skills in Customer Support Performance Metrics are vital for contact centers, help desks, tech support teams, and any organization prioritizing excellent customer service. Proficiency in these areas demonstrates a commitment to data-driven improvements in efficiency and customer experience, enhancing career prospects and earning potential. The program covers methodologies for quality assurance, process improvement and service level management.


Ultimately, acquiring this certification demonstrates a commitment to excellence in customer support, providing a competitive edge in today's dynamic job market. Graduates are prepared to leverage data-driven insights for continuous service optimization and increased business success.

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Why this course?

Metric Percentage Improvement with Advanced Skill Certificate
Customer Satisfaction 25%
First Contact Resolution 18%
Average Handling Time 15%

Advanced Skill Certificates are increasingly significant in boosting customer support performance metrics. In the UK, a recent study (hypothetical data for illustration) showed that employees with these certificates demonstrate significant improvements across key performance indicators. For example, a hypothetical 25% increase in customer satisfaction is often observed. This is crucial in today’s competitive market, where customer experience is paramount. According to a hypothetical survey of 1000 UK businesses, businesses investing in advanced customer support training reported higher retention rates and improved brand loyalty. The ability to resolve issues quickly (First Contact Resolution) and efficiently (Average Handling Time) are also greatly enhanced through specialized training, leading to considerable cost savings and improved operational efficiency. The demand for professionals equipped with these advanced skills is constantly rising, highlighting the importance of obtaining a relevant Advanced Skill Certificate for career advancement within the UK customer support industry.

Who should enrol in Advanced Skill Certificate in Customer Support Performance Metrics?

Ideal Audience for Advanced Skill Certificate in Customer Support Performance Metrics
This Advanced Skill Certificate in Customer Support Performance Metrics is perfect for UK-based customer support professionals aiming to boost their career. Are you a team lead striving for improved team efficiency and KPI tracking, perhaps managing a call center with upwards of 20 agents? Or maybe you're an ambitious individual contributor seeking to master data analysis in support and improve your service level agreements (SLAs) by showcasing advanced reporting skills? With over 2 million people employed in customer service roles in the UK (Source: [Insert UK Statistic Source]), enhancing your expertise in performance metrics and data analysis is key to career advancement. This course will enable you to translate customer service data into actionable strategies, leading to better customer satisfaction and improved business outcomes. If you're ready to leverage data for better decision-making and become a customer support performance leader, this certificate is for you.