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.
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.
– Personal Attributes
– Interpersonal Interaction
– Work Attributes
– Time Management
– Verbal Communication
– Written Communication
– Effective Listening
– 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).