Measuring Contact Centre Performance

Learning Level: Strategic Leader

Format: Half-Day (3hr)

Delivery: Virtual

Great customer experiences don’t happen by chance. This course helps you understand what to measure, why it matters, and how to use contact centre performance data to improve customer outcomes, team engagement, and business results.

Measuring contact centre performance isn’t just about reporting numbers, it’s about understanding what success looks like and using meaningful measures to create better outcomes for customers, colleagues, and the organisation.

This course explores the key metrics used to evaluate operational effectiveness. You’ll learn how different measures of success work together, what they reveal about performance, and where common reporting traps can lead to misleading conclusions.

The course moves beyond metrics in isolation and helps you develop a broader understanding of performance. You’ll discover how customer, people, quality, and operational measures connect to provide a balanced picture of contact centre effectiveness . Through practical examples and real-world scenarios, you’ll learn how to interpret performance data with confidence.

You’ll also explore how to turn insight into action. Rather than simply producing reports, you’ll learn how performance measures can support accountable conversations, drive continuous improvement, and create a climate of success. By the end of the course, you’ll be better equipped to identify trends, understand performance drivers, and make more informed decisions that benefit both customers and colleagues.

Course content

Why measurement matters Understand how performance measures support customer, people, operational, and business success.

Defining success measures Identify meaningful measures of success aligned to organisational objectives and outcomes.

Core contact metrics Explore common contact centre measures and what each reveals about performance.

Customer performance indicators Understand customer focused measures and their impact on experience and loyalty.

People performance measures Examine employee metrics that influence engagement, capability, and retention outcomes.

Quality and efficiency Balance service quality expectations alongside operational efficiency and productivity requirements.

Using balanced scorecards Explore balanced measurement approaches that avoid overreliance on single performance metrics.

Interpreting performance trends Analyse patterns within performance data to identify opportunities and risks.

Turning insight into action Use performance information to support improvement and accountable conversations.

Creating sustainable performance Build ongoing measurement practices that support continuous improvement and growth.

Learning outcomes

Explain the purpose of performance measurement within a modern contact centre

Identify key metrics and understand how they influence customer and business outcomes

Interpret performance data accurately to support stronger operational decision making

Recognise relationships between customer, people, quality, and efficiency performance measures

Evaluate performance trends and identify opportunities for improvement and intervention

Apply balanced performance measurement approaches to support sustainable service success

Use performance insights to drive accountability, engagement, and continuous improvement

Enquire here

Who should attend?

Contact centre professionals responsible for tracking and improving performance outcomes.

What will you learn?

Understand the key metrics for monitoring contact centre performance and the correlations between them.

How much is it?

£375 +VAT. Members receive a 20% discount.

Format Info

3 hour online workshop, using Zoom.

Group discount

Additional discounts available for group bookings

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For more than 30 years, the CCMA has been dedicated to supporting contact centre leaders. We push ourselves to do more for our thriving membership base, which is the largest community of industry professionals in the UK.

The CCMA was founded with the goal of sharing best practice and networking to improve skills and knowledge in order to progress contact centre operations - and we live by that to this day.

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Contact Us

0333 939 9964
info@ccma.org.uk
CCMA Ventures Limited
5th Floor
16 Great Queen Street
Covent Garden
London
WC2B 5DG
CCMA LinkedIn

Reg No: 5799326