Certificate Summary

Certified Contact Centre Manager (CCCM)™ or Certified Call Centre Manager (CCCM)™: Managers in call centers or contact centers hire, train, prepare, and motivate staff to deliver excellent customer service. They set goals, analyze center performance, ensure goals are met, and provide reliable support for customers. In the managerial domain, candidates demonstrate skills in managing a call center and its staff. This certification showcases their ability to manage complex operations and processes in a call center. Responsibilities include: - Hiring, training, coaching, and leading call center representatives. - Providing guidance during difficult calls, handling issues, and calming angry customers. - Leading team meetings, educating workers, and setting expectations. - Assisting management in identifying trends and setting goals. - Ensuring service levels are met and taking corrective action if needed. - Analyzing data to improve processes and maximize efficiency. - Authorizing replacements or refunds. - Supporting employees, managers, and overall call center operations with additional tasks or projects.

Structure of the Assessment

Exam Duration and Format

• 1) The CCCA-001 exam lasts for 1 hour (60 minutes).
• 2) The CTL-001 exam also lasts for 1 hour (60 minutes).

Validity and Renewal

• The Certified Call Center Manager (CCCM)™ or Certified Contact Centre Manager (CCCM)™ Certificate remains valid for your entire life.