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Call Centre Metrics: The Art of Communication

CPD Certified Diploma | FREE Exam | 24/7 Tutor Support | Lifetime Access | 100% Success Rate



£15 inc VAT
Study method
Online, self-paced
5 hours
Access to content
Lifetime access
No formal qualification
10 CPD hours / points
  • Certificate of completion - £9.99
  • Certificate of completion - £15.99
Additional info
  • Exam(s) / assessment(s) is included in price
  • Tutor is available to students

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The Call Centre Metrics: The Art of Communication course provides learners with the essential skills and knowledge required to excel in the fast-paced and ever-evolving call centre industry. The course aims to equip individuals with the ability to effectively communicate with customers, manage difficult clients, and leverage key metrics to optimise performance. In an industry that relies heavily on customer satisfaction, it is crucial to have a strong understanding of communication and negotiation techniques to build lasting relationships with customers.

The course addresses emerging opportunities and challenges in the call centre industry, including the increasing use of artificial intelligence and automation, as well as the growing emphasis on remote work. The course emphasises the importance of understanding call centre metrics and benchmarks to optimise performance, as well as exploring the latest trends and technologies in the industry.

Learning Outcomes

  • Identify the key traits of an effective call centre agent.
  • Demonstrate effective communication skills when interacting with customers.
  • Implement negotiation techniques to successfully handle customer complaints.
  • Evaluate and analyse call centre metrics to enhance overall performance.
  • Identify and assess emerging trends in call centre technology.


10 CPD hours / points
Accredited by CPD Quality Standards

Course media


The Call Centre Metrics: The Art of Communication course is designed to provide learners with a comprehensive understanding of the call centre industry, including the traits required to be an effective call centre agent, effective communication and negotiation techniques, and the latest technology and trends. The course consists of nine modules that cover the essentials of call centre operations, including telephone etiquette, managing difficult clients, and call centre metrics and benchmarks.

Who is this course for?

  • Individuals seeking to pursue a career in call centre management or operations.
  • Professionals who wish to enhance their communication and negotiation skills.
  • Managers seeking to improve the performance of their call centre operations.
  • Entrepreneurs seeking to start a call centre business.

Career path

  • Call Centre Agent: £17,000 - £25,000 per year
  • Call Centre Supervisor: £20,000 - £30,000 per year
  • Call Centre Manager: £30,000 - £50,000 per year
  • Customer Service Manager: £25,000 - £45,000 per year
  • Business Development Manager: £30,000 - £60,000 per year
  • Sales Manager: £30,000 - £70,000 per year

Questions and answers

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Certificate of completion

Digital certificate - £9.99

Receive a digital copy of your certificate as a PDF file for only £9.99.

Certificate of completion

Hard copy certificate - £15.99

A physical, high-quality copy of your certificate will be printed and mailed to you for only £15.99.

For students within the United Kingdom, there will be no additional charge for postage and packaging. For students outside the United Kingdom, there will be an additional £10 fee for international shipping.


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What does study method mean?

Study method describes the format in which the course will be delivered. At Reed Courses, courses are delivered in a number of ways, including online courses, where the course content can be accessed online remotely, and classroom courses, where courses are delivered in person at a classroom venue.

What are CPD hours/points?

CPD stands for Continuing Professional Development. If you work in certain professions or for certain companies, your employer may require you to complete a number of CPD hours or points, per year. You can find a range of CPD courses on Reed Courses, many of which can be completed online.

What is a ‘regulated qualification’?

A regulated qualification is delivered by a learning institution which is regulated by a government body. In England, the government body which regulates courses is Ofqual. Ofqual regulated qualifications sit on the Regulated Qualifications Framework (RQF), which can help students understand how different qualifications in different fields compare to each other. The framework also helps students to understand what qualifications they need to progress towards a higher learning goal, such as a university degree or equivalent higher education award.

What is an ‘endorsed’ course?

An endorsed course is a skills based course which has been checked over and approved by an independent awarding body. Endorsed courses are not regulated so do not result in a qualification - however, the student can usually purchase a certificate showing the awarding body’s logo if they wish. Certain awarding bodies - such as Quality Licence Scheme and TQUK - have developed endorsement schemes as a way to help students select the best skills based courses for them.