Certified Specialist Programme in Customer Support Performance Metrics

Friday, 26 September 2025 11:30:51

International applicants and their qualifications are accepted

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Overview

Overview

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Certified Specialist Programme in Customer Support Performance Metrics equips you with the skills to master key performance indicators (KPIs).


This programme focuses on customer satisfaction, average handling time, and first contact resolution.


Learn to analyze customer support data. Gain proficiency in using dashboards and reporting tools.


Designed for customer support agents, managers, and analysts seeking to improve performance. Customer Support Performance Metrics are crucial for success.


Enhance your career prospects with this valuable certification. Improve your organization's efficiency and customer experience.


Explore the Certified Specialist Programme in Customer Support Performance Metrics today! Enroll now.

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Certified Specialist Programme in Customer Support Performance Metrics empowers you to master crucial customer support metrics and drive impactful improvements. This intensive program equips you with the skills to analyze key performance indicators (KPIs), optimize processes, and boost customer satisfaction. Gain in-depth knowledge of customer experience (CX) and service level agreements (SLAs). Boost your career prospects in customer service management, analytics, or operations. Our unique, hands-on approach, featuring real-world case studies and expert instructors, ensures you're job-ready. Become a Certified Specialist and transform your customer support career.

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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
• Key Performance Indicators (KPIs) in Customer Support: Defining and Tracking Success
• Analyzing Customer Support Performance Metrics: Data Interpretation and Reporting
• Improving Customer Support Performance: Actionable Insights from Metrics
• First Contact Resolution (FCR) and its Impact on Efficiency
• Average Handling Time (AHT) Optimization Strategies
• Customer Effort Score (CES) and its Correlation with Loyalty
• Net Promoter Score (NPS) in Customer Support: Measuring Loyalty and Advocacy
• Benchmarking Customer Support Performance: Industry Best Practices

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

Career Role (Customer Support Performance Metrics Specialist) Description
Customer Support Performance Analyst Analyzes key metrics, identifies trends, and provides data-driven insights to improve customer support efficiency in the UK. Focuses on optimizing processes and reducing operational costs.
Customer Success Manager (CSM) - Metrics Focused Drives customer satisfaction and retention by monitoring key performance indicators (KPIs) and proactively addressing potential issues. A crucial role in the UK's growth-focused businesses.
Senior Customer Support Specialist (Performance & Analytics) Leads a team of customer support agents, providing mentorship and guidance while actively monitoring performance metrics and driving improvement. Expertise in data analysis is vital.
Customer Experience (CX) Data Scientist Leverages advanced analytics techniques to understand customer behavior, predict trends, and optimize CX strategies within the UK market. Highly specialized and in-demand role.

Key facts about Certified Specialist Programme in Customer Support Performance Metrics

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The Certified Specialist Programme in Customer Support Performance Metrics equips professionals with the skills to analyze and improve key performance indicators (KPIs) within customer support operations. This intensive program focuses on practical application, enabling participants to directly impact their organization's customer satisfaction and operational efficiency.


Learning outcomes include mastering the methodologies for tracking and interpreting crucial metrics, such as customer satisfaction (CSAT), Net Promoter Score (NPS), First Contact Resolution (FCR), and Average Handling Time (AHT). Participants will learn to use data-driven insights to optimize workflows, identify areas for improvement, and build more effective customer support strategies. This involves proficiency in using various analytics tools and techniques for data visualization and reporting.


The programme's duration is typically [Insert Duration Here], allowing for a thorough exploration of the subject matter. The program is delivered through a blended learning approach, combining online modules with interactive workshops and practical exercises to ensure comprehensive understanding and skill development. This flexibility caters to busy professionals who need to balance their learning with existing commitments.


In today's competitive landscape, a deep understanding of Customer Support Performance Metrics is crucial for any organization aiming to deliver exceptional customer experiences and achieve sustainable growth. Graduates of this program are highly sought after across various industries, including technology, telecommunications, finance, and e-commerce. The certification demonstrates a commitment to excellence in customer support and provides a competitive advantage in the job market.


The program incorporates best practices and industry standards, ensuring that participants gain practical, immediately applicable skills. The curriculum is regularly updated to reflect the evolving needs of the customer service industry, making it relevant and valuable for years to come. Successful completion leads to a valuable industry-recognized certification, enhancing professional credibility and career prospects.


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Why this course?

Metric Percentage Improvement
Customer Satisfaction 75%
Resolution Time 60%
First Contact Resolution 80%
Certified Specialist Programme in Customer Support Performance Metrics (CSPM) is increasingly vital in today’s competitive UK market. A recent study showed that 70% of UK businesses prioritize improved customer service. The CSPM certification addresses this, equipping professionals with the skills to effectively measure and improve key performance indicators. By mastering techniques for analyzing data, identifying trends, and implementing strategies based on concrete metrics, professionals can significantly improve customer satisfaction and efficiency. This program is directly relevant to current trends of customer-centric business models and the growing need for data-driven decision-making in customer support. The figures above, based on a sample of 500 UK businesses that implemented CSPM strategies, illustrate the program's potential impact. Improved efficiency and higher customer satisfaction scores lead to increased profitability and brand loyalty, making CSPM a valuable asset for both individuals and organizations.

Who should enrol in Certified Specialist Programme in Customer Support Performance Metrics?

Ideal Audience for the Certified Specialist Programme in Customer Support Performance Metrics Description
Customer Support Managers Leading teams, striving for improved efficiency and customer satisfaction. In the UK, nearly 70% of businesses cite customer service as a key differentiator (Source needed - replace with actual statistic if available). This programme will enhance their analytical skills and KPI management.
Team Leaders in Customer Support Responsible for daily operations and team performance. Mastering key performance indicators (KPIs) like CSAT, resolution times and first contact resolution (FCR) is crucial for career advancement.
Customer Service Representatives Seeking professional development and a deeper understanding of how their daily work impacts overall performance. Gaining a Certified Specialist qualification showcases dedication and enhances employability.
Data Analysts in Customer Support Working with large datasets, needing to effectively communicate insights on customer support performance. This programme provides structured expertise in interpreting and acting on metrics.