Certified Contact Center Agent®


WOOCS 2.1.6

This program contains 23 mandatory courses.  All of the required courses in the program contain comprehensive training material, activities, application of concepts and solid assessments. Individual course certificates are generated upon successful completion of each course and you will receive a final certification designation certificate upon successful completion of all required training courses.

Course Code: CCCA Category: Tag:

Product Description

Successful completion of this certification training program allows for the use of the CCCA® accreditation mark after the registered certification applicant’s name. The objective of the certification process is to ensure that the successful Certified Contact Center Agent is trained and has the knowledge and skills to competently perform their job to an international occupational standard.

Target Audience:

The Certified Contact Center Agent (CCCA®) program is targeted to service industry managers/supervisors (team leaders, supervisors or any position that provides leadership, coaching, mentoring, and direction to employees) in any service environment.

Learning Outcomes:

– Personal Attributes
– Interpersonal Interaction
– Work Attributes
– Time Management

Communication Skills
– Verbal Communication
– Written Communication
– Effective Listening

Technology Skills
– Technology Types and Use
– Privacy & Security

Health & Safety
– Workplace Safety
– Health & Wellness
– Workplace Hazardous Materials Information System (WHMIS)

– Service Basics
– Needs & Desires
– Discovering Problems
– Rebuilding Relationships
– Customer Service Technology & Systems

– Professional designation
– ISO certification program
– International training curriculum
– Comprehensive competency based training
– Elevates service standards to a professional level
– Creates a competitive edge
– Provides enhanced career path

All registered certification candidates have 12 months to complete the required training and upon successful completion will receive a personalized certificate and be able to use the designation of CCCA®.

The total training duration of this program is approximately 63 hours.

This certification program includes 23 and 1 optional course (Canadian Privacy & Security).

Where to buy

Course 1

Handling Difficult Customers

Course 2

Evaluating Customer Service

Course 3

Discovering Customer’s Problems

Course 4

Rebuilding Customer Relationships

Course 5

Contact Center Time Management

Course 6

Diversity in the Workplace for Employees

Course 7

Health and Wellness

Course 8

Dealing with Change

Course 9

Internet Security

Course 10

Customer Needs and Desires

Course 11

Workplace Safety for Employees

Course 12

Team Dynamics

Course 13

Contact Center Information Use and Systems

Course 14

Workplace Hazardous Materials Information System (WHMIS) for Employees

Course 15

Introduction to Contact Centers

Course 16

Effective Listening

Course 17

Verbal Communication

Course 18

Written Communication

Course 19

Customer Service Basics

Course 20

Understanding Your Customer

Course 21

Customer Service Policies and Procedures

Course 22

Customer Relationship Management

Course 23

Contact Center Telephony and Systems


Canadian Privacy and Data Security