Certified Call Centre Associate (CCCA)

The CCCA® Certification is tailored for individuals working in or managing call centers and customer service environments. It’s built around six essential elements of exceptional customer service and aims to elevate both the customer experience and agent performance.

This certification helps professionals enhance their telephone-based communication, problem-solving, and sales skills, making them more effective and valuable in high-pressure, customer-facing roles.

Why CCCA®?

• Focused on practical communication and sales skills for phone-based interactions
• Covers modern call center trends and techniques
• Builds on verbal communication, stress management, and objection handling
• Integrates core customer service psychology and behavior training
• Equips professionals to provide service that outshines the competition

E-Course Features

• Duration: 10 to 15 Hours
• Format: Online, self-paced
• Certification Validity: Lifetime
• Access: Includes study materials, exam voucher with 2 attempts

Exam Details

• Total Questions: 40 Multiple Choice
• Passing Score: 80% (32 correct answers)
• Duration: 60 Minutes
• Format: Online, non-proctored
• Attempt Policy:
  • 2 attempts per voucher
  • Second attempt invalid if you pass on the first
  • New voucher required for additional attempts

Course Outline

Module 1 – Call Center Training

• Verbal Communication & Listening Skills
• Cold Calls vs. Warm Calls – Script Development
• Handling Objections, Difficult Callers & Closing Sales
• Negotiation, Stress Management, & High-Impact Moments
• Voice Techniques & Using Voicemail
• Industry Trends & Best Practices

Module 2 – Customer Service Training

• Customer Service Fundamentals & Goal Setting
• Communication Techniques & Conflict Handling
• Six Core Elements of Great Customer Service:
  1. Customer Focus
  2. Defined Organizational Standards
  3. Employee Ownership of Service
  4. Problem Solving Approach
  5. Measurement of Service
  6. Reinforcement Practices
• Dealing with Difficult People and Stress
• Demonstrating Confidence and Choosing to Serve

Target Audience

This certification is ideal for professionals who interact with customers directly over the phone or manage such operations:

• Customer Service Representatives
• Call Center Agents & Managers
• Frontline Sales or Support Staff
• Anyone seeking to improve customer interaction and service delivery skills