Here’s a detailed summary of the Certified Contact Centre Manager / Certified Call Centre Manager (CCCM)® certification — perfect for
The CCCM® Certification is tailored for current or aspiring call center and contact center managers. It validates your ability to lead teams, optimize operations, improve KPIs, and deliver high levels of customer satisfaction and operational efficiency.
This certification demonstrates advanced managerial capabilities in team leadership, coaching, conflict resolution, analytics, and process management within a contact center environment.
Why CCCM®?
- Designed for leaders and decision-makers in call centers
- Validates ability to hire, train, coach, and manage representatives
- Focuses on data-driven improvements, team development, and conflict handling
- Includes real-world managerial responsibilities such as reporting, setting goals, and resource allocation
- Recognized credential for elevated roles in customer support or operations
E-Course Features
- Duration: 20 to 25 Hours
- Certification Validity: Lifetime
- Proctored Exam: Requires ID verification; no external resources allowed
- Includes: 2 Exams (can be taken separately and in any order)
Exam Details
1. CCCA-001 (Call Center Management Fundamentals)
- Questions: 50 Multiple Choice
- Passing Score: 70% (35 correct answers)
- Duration: 1 Hour
2. CTL-001 (Team Leadership & Operations)
- Questions: 70 Multiple Choice
- Passing Score: 80% (56 correct answers)
- Duration: 1 Hour
Retake Policy
- 2 attempts per exam
- If unsuccessful on both, 14-day wait before next attempt
- Unlimited retakes allowed after waiting period
Course Topics
Core Responsibilities of a Manager
- Hiring, training, and coaching agents
- Conducting team meetings and feedback sessions
- Handling escalations and angry customers
- Authorizing returns/refunds and handling complex issues
- Ensuring agents hit performance targets and SLAs
- Preparing and analyzing reports to improve team performance
- Collaborating with other departments and leadership
Strategic Management
- Defining goals, KPIs, and metrics for the call center
- Allocating resources efficiently
- Implementing process improvements based on data
- Supporting culture, morale, and professional growth
- Scaling and re-structuring teams or departments as needed
Target Audience
This certification is ideal for professionals leading call center operations or preparing to transition into such roles:
- Call Center / Contact Center Managers
- Help Desk Supervisors and Team Leaders
- QA Coaches, Trainers, and Recruiters
- Professionals responsible for center transformation or expansion
- Business Leaders setting up new customer support functions
- Recently promoted supervisors or cross-functional managers
