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GAQM CCCM-001 (Certified Call Centre Manager) Exam is designed for professionals who are responsible for managing the day-to-day operations of a call centre. Certified Call Centre Manager (CCCM) certification is particularly useful for managers who want to enhance their knowledge and skills in the call centre industry. CCCM-001 exam tests the knowledge and expertise of candidates in areas such as call centre management, customer service, performance evaluation, quality assurance, and team leadership.
The CCCM certification is an excellent way to demonstrate your expertise and knowledge in call center management. Certified Call Centre Manager (CCCM) certification is highly valued by employers as it attests to the holder’s skills, making him or her an asset to any organization. It is also a great way to distinguish yourself from your peers and to enhance your career prospects. The CCCM certification is recognized globally, and the exam is available in multiple languages, which ensures that professionals from around the world can take the exam and earn the certification.
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The CCCM certification program is designed for professionals who have significant experience in call center management and are looking to advance their careers. Certified Call Centre Manager (CCCM) certification is recognized globally and demonstrates that the individual has the skills and knowledge necessary to manage a call center effectively. The CCCM certification program is an excellent way for call center managers to enhance their credibility and gain recognition for their expertise in the field.
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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Technology & Customer Experience | 15% | - ACD, IVR, CRM and contact centre tools - Customer journey mapping and satisfaction - Reporting and analytics dashboards - Service recovery and complaint handling |
| Topic 2: Strategy & Business Impact | 10% | - Strategic planning and alignment - Risk management and contingency planning - Cost control and budget management |
| Topic 3: Call Centre Management Fundamentals | 25% | - Core roles and responsibilities of a call centre manager - Regulatory compliance and data protection - Call centre operating models and structures - Service level agreements and objectives |
| Topic 4: Team Leadership & Human Capital | 25% | - Employee engagement and retention strategies - Performance management and feedback - Recruitment, training and onboarding - Coaching, motivation and conflict resolution |
| Topic 5: Operations & Performance Management | 25% | - Key performance indicators: AHT, FCR, CSAT, NPS - Quality assurance and monitoring programs - Workforce planning, scheduling and forecasting - Process optimization and continuous improvement |
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