Certified Call Centre Manager (CCCM)
Overview
The Certified Call Centre Manager (CCCM) certification by GAQM develops the knowledge required to plan, run and improve a call or contact centre. It covers the operational, analytical and people-management disciplines of the role.
The program spans workforce management, service levels, quality assurance, technology and team leadership, preparing managers to deliver consistent service and performance.
Course Content
- Contact centre strategy, operations and service levels
- Workforce management: forecasting, scheduling and adherence
- Quality assurance, coaching and performance management
- Contact centre technology, channels and integration
- Customer experience, NPS and complaint prevention
- Contact centre KPIs, analytics and continuous improvement
Targeted Audience
- Call centre and contact centre managers
- Team leaders and supervisors in service operations
- Operations professionals managing service delivery
- Candidates preparing for the GAQM CCCM certification
Exam Registration & Certification
The Certified Call Centre Manager (CCCM) 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 Manager (CCCM) 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.