Course Overview
Manager domain. The candidate has to demonstrate their respective skills in terms of managing a call centre and the subordinates who are working under him. The certification helps the candidate to demonstrate their ability and strength in terms of managing complex operations and processes required in a call centre.
- Hiring, training, coaching, and leading call center representatives as they provide support for customers.
- Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives
- Leading team meetings, asking questions to better understand the calls representatives are receiving, educating and coach workers regarding processes and practices, and explain expectations to employees.
- Assisting other management team members in identifying trends and establishing call center goals.
- Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
- Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
- Authorizing replacements or refunds.
- Taking on other tasks or projects to support employees, other managers, and call center operations.
E-Course Duration: 20 to 25 Hours
Exam Information
- In order to receive the CCCM® certification, you must pass two exams; CCCA-001 and CTL-0011) The CCCA-001 exam comprises of 50 Multiple Choice Questions out of which the candidate needs to score 70% (35 out of 50 correct) to pass the exam.2) The CTL-001 exam comprises of 70 questions out of which the candidate needs to score 80% (56 out of 70 correct) to pass.Exams can be taken separately (one at a time) and in any sequence to earn the CCCM® Certification/Credential.
- Exams are online and proctored based, using a webcam and a reliable internet connection exams can be taken anywhere and anytime.
- 1) The total duration of CCCA-001 exam is 1 hour (60 Minutes)2) The total duration of CTL-001 exam is 1 hour (60 Minutes)
- No external sources of information may be accessed during the exam via ProctorU. Further details of the materials permitted are provided:
- Identification Proof
- If a Candidate does not pass the exam in the second (2nd) attempt, the candidate must wait for a period of at least fourteen (14) calendar days from the date of their attempt to retake the exam for third (3rd) time or any subsequent time.
- The exam can be taken any number of times.
- The Certified Call Center Manager (CCCM)® or Certified Contact Centre Manager (CCCM) Certificate is valid for life.
