Certified Call Centre Associate (CCCA), Exam Code: CCCA-01

Includes: Online Self-Paced Training Lessons & Exam Voucher

Delivery Methodology: Online, On Demand

Price: $150 $144.99 (30% discount, Limited time offer!)

Language: English

Certified Call Centre Associate (CCCA) – $144.99

Price: $150 $144.99 (30% discount, Limited time offer!)
Delivery Methodology: Online, On Demand 
Your Advantage:
Premium Package (E-Course Version)
Self-Explanatory, Access 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.
Hard Copy Certificate along with an Official Pin Badge will be shipped to your mailing address if you qualify in the exam.
Learn at your pace, Certificate of Completion Issued.
Accessed on Mobile/ PC, Unlimited tests& Quizzes.
100% Money back guarantee, 100% Syllabus covered.
Industry Expert Instructors, Regularly Updated content

Certified Call Centre Associate (CCCA) 
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    You are here: KnowledgeSpace Training and Consulting / Certified Call Centre Associate (CCCA)

    Course Overview

    The Certified Call Centre Associate (CCCA) Certification is designed around six critical elements of customer service. This helps significantly improve the customer experience. This further helps with new customer acquisition and retention of existing client base.

    This certification will help the call center team improve their capabilities, including understanding the best ways to handle clients. The learners will embrace add-on sales techniques while solidifying their customer service skills.

    Program Outcomes

    • Higher employee motivation & engagement: Providing training on customer service allows employees to greater understand the impact their role has on the organization.
    • Improved Customer Service Skills: Through customer service training, employees improve their skills and/or acquire new ones. Specific customer service training programs focus on improving communication, listening, problem-solving and organizational skills.
    • Superior Customer Satisfaction: Improving the quality of your customer service through training leads to an increase in customer satisfaction, retention and loyalty.
    • Improved profits: Quality customer service training allows the company to achieve higher profits.
    • Career Progression: With this certification, you become a respected professional in the industry.

    What you will get

    • Premium Package (E-Course Version)
    • Self-Explanatory, Access 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
    • You receive a soft copy Certificate when you pass the exam. For those who require a hard copy Certificate, this will be sent along with an Official Pin Badge  to your mailing address at an additional fee of 70$
    • Learn at your pace, Certificate of Completion Issued.
    • Accessed on Mobile/ PC, complemented with tests& Quizzes.
    • 100% Money back guarantee, 100% Syllabus covered.
    • Industry Expert Instructors, Regularly Updated content

    You will receive a Certificate like this one on completion of the program.

    Why KnowledgeSpace Training and Consulting?

    • Modern Learning Management System: Our cloud-based device-enabled learning platform supports self-paced, mentor guided, and instructor led learning.
    • Strong Partnerships: We have strategic Partnerships with renowned international organizations for unrivalled training platforms and content.
    • Modern Delivery Methodology: Enhanced course delivery techniques comprising of: Assessments, test preps, Labs, Instructor led training, Self-paced online Training and Blended Solutions
    • Practical Courses: Courses and labs complete with Pre-Assessments, Exercises, Flashcards, Quizzes, and Post Assessments. Our Hands-on labs are virtual and live environments where students learn by doing.
    • Customer Centricity: We listen to you. You are at the epicenter of what we do. Therefore, you ultimately determine the services you receive from us. We have maintained a Customer Satisfaction rating of 99%. This is a testament to the quality of courses that we deliver.
    • Certified Training Experts: Our training team consists of Certified industry experts who facilitate your learning experience.

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    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

    Below are some of the career paths and potential opportunities after passing the Certified Call Centre Associate (CCCA) exam.

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

    The Certified Call Center Associate (CCCA)™ Certification has no pre-requisites. We highly recommend doing this  E-Course since many questions are drawn from the E-Course in the actual exam.

    Exam Pattern: 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.
    Mode of Exam: Exams are online and proctored based, using a webcam and a reliable internet connection. The exam can be taken anytime, anywhere.
    Exam Duration: The total duration of the exam is 1 hour (60 Minutes).
    Closed Book: No external sources of information may be accessed during the exam held via  ProctorU . Further details of the materials permitted are provided.
    Exam Retaking: If a Candidate does not pass the exam in the second (2nd) attempt, the candidate must wait for a period of at least fourteen (14) calendar days from the date of their attempt to retake the exam for third (3rd) time or any subsequent time. The exam can be taken any number of times.
    Certification Validity: The Certified Call Center Associate (CCCA)™ Certificate is valid for life.
    Trademark Acknowledgement: CCCA™ is a Trademark of GAQM.
    Where can I get more info about the course? For more info regarding this course, follow this link:  CCCA by GAQM

    • Do you provide a course completion certificate? Yes, we provide a Course Completion Certificate for all training courses.
    • Do you provide group discounts? Yes, we do. Pls Talk to us to Enquire.
    • After enrolling for the training Course from KnowledgeSpace, how can I get clarification for my course related questions?
    We have a team of expert trainers on hand to help with your questions. Contact us at hello@Kspacetc.com for any questions.
    • What happens after paying for a course? You will receive your course access credentials via email within 24 hrs of purchase, typically earlier than this.
    • Can I get an extension of my access after expiry? Yes, this is possible. There will be a small cost attributed to this. Feel free to Contact Us for specific extension requests.

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    Bespoke/Custom Training

    We can also deliver and customize this training course for larger groups – saving your organization time, money & resources. For more information, please Contact Us or call us on +254702555333.

    Please check out our Scheduled Training Plan for courses you can enroll.  

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