Certified Call Centre Associate (CCCA)
Overview
The Certified Call Centre Associate (CCCA) certification by GAQM develops the core customer-service skills required to handle calls and contacts professionally. It is designed for professionals starting or working in a contact centre career.
The program covers communication, call handling, customer needs, handling complaints and the use of contact centre systems, building the confidence to deliver excellent service on every contact.
Course Content
- Professional communication and listening skills
- Structuring and handling inbound and outbound contacts
- Identifying customer needs and service standards
- Handling complaints and difficult conversations
- Using contact centre systems and following procedures
- Stress management and personal effectiveness on the phone
Targeted Audience
- Call centre agents and customer service advisors
- Professionals entering a contact centre career
- Service staff who handle high-volume customer contacts
- Candidates preparing for the GAQM CCCA certification
Exam Registration & Certification
The Certified Call Centre Associate (CCCA) certification is awarded by the Global Association for Quality Management (GAQM) after passing the corresponding certification examination. As an accredited GAQM test center, our academy handles the exam registration and administration for our candidates.
Each GAQM exam voucher includes two attempts, so candidates who do not pass on the first attempt may retake the exam with their second attempt. Once passed, the certification is valid for life and does not require renewal.
- Review the certification syllabus and exam objectives.
- Register for the Certified Call Centre Associate (CCCA) exam with our academy and book your preferred exam date and time.
- Prepare using the recommended study materials, e-course and practice questions.
- Sit the computer-based exam at our academy (we are an accredited GAQM test center).
- Pass the exam to earn your GAQM certification, which is valid for life.