Certified Call Centre Associate (CCCA)

Certification Overview
Exam Information
Course Outline
Target Audience
Registration Process for E-Course and Exam

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 50 Multiple Choice Questions out of which the candidate needs to score 70% (35 out of 50 correct) to pass the exam.

Exams are online and proctored based, using a webcam and a reliable internet connection exams can be taken anywhere and anytime.

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

No external sources of information may be accessed during the exam held via ProctorU. Further details of the materials permitted are provided:

Identification Proof

In the event that you do not qualify in the first attempt, there is an option to acquire a Double Shot Retake Voucher for 140 USD. This voucher provides the opportunity for two (2) attempts, instead of a single attempt.
To purchase the Double Shot Retake Voucher, kindly visit our Voucher Store

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

Download Brochure

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 and Exam

Premium Package
(E-Course Version)

Self Explanatory
Valid for 40 days
The Package also includes E-Voucher/Access Key for Certification Exam
The E-Voucher/Access Key can be used via ProctorU Globally.
Includes E-certificate and Digital Badge if you qualify in the exam.
Course Duration: 40 Days
Price: 150 USD

Exam Registration

To Register for an Exam

Click Here

Certified Call Centre Associate (CCCA)

Certification Overview