Certified Contact Centre Manager (CCCM)® or Certified Call Centre Manager (CCCM)® : Call Center or Contact Centre Managers hire, train, prepare and motivate their staff members to provide excellent service to customers. The set objectives, analyze call centre metrics, ensure that the company and staff meet goals and provide reliable, efficient support for customers.

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