Certified Call Center Manager (CCCM)

Call centers today are designed on a variety of customer success channels, and managing them has become increasingly difficult. This course will prepare you for a management position in a call center. Employee supervision, quality assurance, and workforce management are among the skills you’ll learn to guarantee your call center runs well.

Certification Program Objectives:

• Within contact centers, departmental functions and performance measures are discussed.
• How to organize phone, email, chat, and social media discussions in a way that consistently produces favorable results
• Performance management, time management, and coaching approaches are all vital for overseeing and leading call center staff.
• How to establish a quality monitoring form, have calibration meetings, create customer voice programs, quality monitoring programs, and interaction analytics programs.

Certification Requirements:

• Bachelor’s Degree
• 5 years of work experience in Call Center Supervisory Position

Certifying Examination:

• To be certified as CCCM, student should take up a 1.5 hours exam at the designated examination centers.
• The qualifying exam would consist of 50 multiple choice questions, testing core certification modules.
• Professionals with relevant experience and other qualifying criteria may be exempted from the examination.

Certification Modules:

Module 1: Call Center Supervision Essentials
Module 2: Managing Challenging Callers
Module 3: Successful Team Leadership
Module 4: Call Center Time Management