Certified Call Centre Manager (CCCM)

Certified Call Centre Manager (CCCM)

Certification Overview

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 deliver excellent customer service. They set objectives, analyze call centre metrics, ensure that the company and staff meet goals, and provide reliable, efficient customer support.

This is a management domain certification. The candidate must demonstrate skills in managing a call centre and supervising subordinates. The certification helps candidates demonstrate their ability and strength in managing the complex operations and processes required in a call centre environment.

Exam Information

In order to receive the CCCM® certification, you must pass two exams: CCCA-001 and CTL-001.

• The CCCA-001 exam comprises 50 multiple-choice questions. Candidates must score 70% (35 out of 50 correct) to pass.
• The CTL-001 exam comprises 70 questions. Candidates must 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.

Duration of Exam

• The total duration of the CCCA-001 exam is 1 hour (60 minutes).
• The total duration of the CTL-001 exam is 1 hour (60 minutes).

Certification Validity

The Certified Call Centre Manager (CCCM)® or Certified Contact Centre Manager (CCCM) certificate is valid for life.

Target Audience

• Help desk managers, supervisors, and experienced team leaders
• Business professionals transitioning into call center roles
• Professionals responsible for improving or reorganizing an existing center
• Managers and executives with call center oversight responsibilities
• Leaders tasked with forming a new call center department or business
• Recently promoted supervisors and team leads with expanding responsibilities
• Contact center recruiters, coaches, trainers, mentors, and quality assurance professionals

Course Modules

Module 1 – Call Center Training

• Verbal communication techniques
• Who are your customers?
• Listening skills
• Asking the right questions and saying no
• Taking messages and using voicemail effectively
• Vocal exercises
• Cold and warm calls, including script development
• Going above and beyond and high-impact moments
• Handling objections and closing the sale
• Negotiation techniques
• Tips for handling challenging callers
• Phone tag and getting callbacks
• Stress management
• Call center trends

Module 2 – Customer Service Training

• What is customer service? Who are your customers?
• Meeting expectations
• Setting goals
• Communication skills and telephone techniques
• Dealing with difficult customers and people
• Handling challenges assertively
• Managing stress
• The first critical element: A customer service focus
• The second critical element: Defined within your organization
• The third critical element: Brought to life by employees
• The fourth critical element: Being a problem solver
• The fifth critical element: Measuring service quality
• The sixth critical element: Reinforcing service standards
• Demonstrating a customer service approach
• Understanding how your behavior affects others
• Demonstrating confidence and problem-solving skills
• Applying techniques to handle difficult customers
• Making a commitment to customer service

Module 3 – Team Building

• Types of teams
• The TORI model
• The Team Player Survey
• Organizations today
• Stages of team development
• Communication skills
• Shared leadership
• De Bono’s Six Thinking Hats
• Managing team conflict
• The Trust/Relationship model
• Obtaining consensus
• Team-shaping factors
• Team problem-solving
• SWOT analysis

Module 4 – Building Better Teams

• Defining teams
• Establishing team norms
• Working as a team
• Your team player type
• Building team trust
• Stages of team development
• Team building using TORI
• Communication
• Becoming an effective team player

Module 5 – Leadership Skills

• Managing your time and energy
• What makes a good leader?
• Communication as a leadership tool
• The commitment curve
• Employee development models
• Dealing with conflict and difficult issues
• What successful leaders do

Module 6 – Self-Leadership

• What is self-leadership?
• Knowing who you are
• Change management
• Knowing what you do
• Motivation for optimists
• Using what you know