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SECTION 1: Introduction to KPIs (30 minutes)

1.1 What are KPIs?

1.2 Why Do We Measure Performance?

1.3 The Balancing Act:

1.4 Your Performance Dashboard:

1.5 What Happens When You Don't Meet Metrics?

🎮 Crossword: KPI Terminology

SECTION 2: Core KPIs Explained (90 minutes)

2.1 KPI #1: AVERAGE HANDLE TIME (AHT)

2.2 KPI #2: FIRST CALL RESOLUTION (FCR)

2.3 KPI #3: CUSTOMER SATISFACTION (CSAT)

2.4 KPI #4: QUALITY ASSURANCE (QA) SCORE

11. QA Process:

12. How to Improve QA Scores:

13. Common QA Failures and How to Avoid:

14. KPI #5: SCHEDULE ADHERENCE

15. KPI #6: OTHER METRICS (Varies by Centre)

🎮 Pixel Quest: Core Metrics Review

SECTION 3: The Quality Assurance Process Deep Dive (45 minutes)

3.1 What QA Evaluators Listen For:

3.2 The QA Evaluator's Mindset:

3.3 Call Recording Review - What They Hear:

3.4 The "Fatal Flaws" - Automatic Failures:

3.5 Calibration: Ensuring Fairness

3.6 QA Feedback Sessions:

3.7 How To Receive Feedback:

3.8 Disputing a QA Score:

SECTION 4: Balancing Competing Metrics (30 minutes)

4.1 Common Metric Tensions:

4.4 Group Discussion:

4.2 The Prioritization Framework:

4.3 Decision-Making Scenarios:

SECTION 5: Using Your Metrics to Improve (30 minutes)

How to Use This Data:

Setting Personal Goals:

Resources for Improvement:

The Growth Mindset:

SECTION 6: The Reality Check (15 minutes)

6.1 What New Agents Should Expect:

6.2 The Performance Curve:

6.3 When Metrics Don't Improve:

6.4 Support Systems:

MODULE 7 WRAP-UP (20 minutes)

7.1 Key Takeaways:

Final Thoughts:

Knowledge Check

Quiz: KPI Fundamentals

Quiz: Quality Assurance Process

Quiz: Balancing Metrics

Quiz: Improving Performance

Quiz: Final Course Assessment

Course Feedback

Course Evaluation Survey

Mastering the Essentials of Professional Training equips new and developing contact center professionals with a clear, practical roadmap to performance excellence. In under five hours, you’ll learn the KPIs that matter most—Average Handle Time (AHT), First Call Resolution (FCR), Customer Satisfaction (CSAT), Quality Assurance (QA), Schedule Adherence, and other operational metrics—and how to balance them without sacrificing customer experience. Through concise lessons, real-world scenarios, and interactive games, you’ll understand the “why” behind each metric, what evaluators listen for, and how to use your dashboard data to level up fast. You’ll also get a deep dive into the QA process: calibration, feedback, and fair scoring—plus proven strategies to avoid common pitfalls and improve consistently. The course closes with a reality check and growth plan, helping you set SMART goals, track progress, and navigate the natural performance curve with confidence. Whether you’re new to the phones or refining your craft, this course helps you deliver quality, speed, and compliance—every shift, every call.

Mastering the Essentials of Professional Training

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            <p>Success in a modern call center environment is defined by more than just answering phones; it is rooted in a deep understanding of Key Performance Indicators (KPIs) that measure efficiency, accuracy, and customer satisfaction. This course provides a comprehensive exploration of how these metrics serve as the backbone of business operations, ensuring profitability while simultaneously enhancing the customer experience. By examining the critical relationship between quality and quantity, participants will learn how to navigate the "balancing act" of maintaining high service standards without sacrificing speed. Understanding these benchmarks is not merely about meeting targets; it is about recognizing how performance data empowers agents to take ownership of their professional success and contribute meaningfully to the organization's broader goals.</p>

<p>Throughout this training, we will dissect core metrics such as Average Handle Time (AHT), First Call Resolution (FCR), and Customer Satisfaction (CSAT) to understand their individual impact and collective importance. A significant portion of the curriculum is dedicated to the Quality Assurance (QA) process, offering a deep dive into what evaluators look for, how to interpret feedback, and the strategies necessary to avoid "fatal flaws" that can compromise a score. Beyond the numbers, the course introduces a prioritization framework to help resolve the natural tensions between competing metrics, such as sales goals versus service quality. By fostering a growth mindset and utilizing personal performance dashboards, agents will transition from simply tracking data to using it as a roadmap for continuous improvement and long-term career development.</p>
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