Certified Call Centre Associate (CCCA)

Certification Overview

Certified Call Centre Associate (CCCA)

Exam Code: CCCA-01

While many companies promise to deliver an incredible customer experience, some are better at delivering than others. The CCCA® Certification is also designed around six critical elements of customer service that, when the company lives them, bring customers back to experience service that outdoes the competition.

This certification will help call center agents learn to make the most of their telephone-based work, including understanding the best ways to listen and be heard. Each phone interaction has elements of sales and customer service skills, which we will explore in detail throughout this energizing and practical via our E-Course

Whether we choose to embrace them or cannot stand being interrupted by their calls, call centers are a business element that is here to stay.

E-Course Duration: 10 to 15 Hours

Exam Information

The exam comprises of 40 Multiple Choice Questions out of which the candidate needs to score 80% (32 out of 40 correct) to pass the exam.

The total duration of the exam is 1 hour (60 Minutes).

  • The exam is conducted in a non-proctored mode and can be taken anytime and anywhere within an eight-month validity period.
  • Upon purchasing the Premium Package or an Exam Voucher Code, a voucher code with two attempts will be assigned to your login profile under the "My Vouchers" tab. You can then take the exam through the "My Exam(s)" tab in your profile. To take the exam, simply apply the voucher code.
  • The Exam Voucher included in the Premium Package or purchased separately is valid for two (2) attempts. If you are unable to pass the exam within these two attempts, you can purchase a new voucher code, which will grant you an additional two attempts.
  • Kindly Note: The voucher will not be valid for a second attempt if you pass the exam on your first attempt.

The Certified Call Center Associate (CCCA)® Certificate is valid for life.

CCCA® is a Registered Trademark of GAQM.


Note: The Certified Call Center Associate (CCCA)® Certification has no pre-requisites (Completion of an E-Course is not mandatory from GAQMBok portal), but we highly recommend doing the E-Course as maximum number of questions are drawn from the E-Course in the actual exam.

Download Sample Exam

Course Outline

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 voice mail effectively
  • Vocal exercises
  • Cold and warm calls, including developing a script
  • Going above and beyond and high impact moments
  • Handling objections and closing the sale
  • Negotiation techniques
  • Tips for challenging callers
  • Phone tag and getting the call back
  • Stress busting
  • 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
  • Dealing with challenges assertively
  • Dealing with stress
  • The first critical element: A customer service focus
  • The second critical element: Defined in your organization
  • The third critical element: Given life by employees
  • The fourth critical element: Be a problem solver
  • The fifth critical element: Measure it
  • The sixth critical element: Reinforce it
  • Demonstrate a customer service approach
  • Understand how your own behavior affects the behavior of others
  • Demonstrate confidence and skill as a problem solver
  • Apply techniques to deal with difficult customers
  • Make a choice to provide customer service


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Target Audience

  • Customer Service Representative
  • Call Center Agents and Managers
  • This certification is also ideal for anyone seeking training in customer service and customer care

Registration Process for E-Course or E-Book and Exam

Premium Package
(E-Course Version)

  • Self Explanatory
  • Valid for 40 days
  • This package provides a voucher code granting eligibility for two (2) exam attempts.
  • Includes E-certificate and Digital Badge if you qualify in the exam.
  • Course Duration: 40 Days
  • Price: 170 USD

Standard
Package

  • Self Explanatory
  • E-Course is Valid for 20 days
  • This Package doesn't includes E-Voucher for Certification Exam.
  • Candidate has to purchase the E-Voucher separately to take the Certification Exam.
  • Course Duration: 20 Days
  • Price: 85 USD

Exam
Voucher

  • Validity: 240 Days
  • Price: 150 USD
  • Please Read Carefully:

    1) The Exam Voucher is valid for two (2) attempts.

    2) You will receive your voucher code within 24 business hours.

    3) Once you receive the voucher code, you can take the exam via the "My Exam(s)" tab in your login profile.

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