GAQM CCCA-01 : Certified Call Centre Associate (CCCA)

CCCA-01 real exams

Exam Code: CCCA-01

Exam Name: Certified Call Centre Associate (CCCA)

Updated: Jul 18, 2026

Q & A: 0 Questions and Answers

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GAQM CCCA-01 Exam Syllabus Topics:

SectionObjectives
Call Centre Operations- Call Centre Environment
  • 1. Roles and Responsibilities
  • 2. Quality Assurance
  • 3. Performance Metrics
Problem Solving and Resolution- Issue Resolution
  • 1. Identifying Customer Problems
  • 2. Escalation Procedures
  • 3. Complaint Handling
Customer Service Fundamentals- Understanding Customer Expectations
  • 1. Service Excellence Principles
  • 2. Customer Needs and Satisfaction
Call Handling Techniques- Managing Customer Calls
  • 1. Handling Difficult Customers
  • 2. Opening and Closing Calls
  • 3. Call Control Methods
Professionalism and Customer Retention- Building Customer Relationships
  • 1. Continuous Improvement
  • 2. Customer Loyalty
  • 3. Professional Conduct
Communication Skills- Effective Verbal Communication
  • 1. Active Listening
  • 2. Questioning Techniques
  • 3. Professional Telephone Etiquette

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