Exam Code: CCCM-001
Exam Name: Certified Call Centre Manager (CCCM)
Updated: Jul 19, 2026
Q & A: 0 Questions and Answers
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| Section | Weight | Objectives |
|---|---|---|
| Team Leadership & Human Capital | 25% | - Recruitment, training and onboarding - Performance management and feedback - Employee engagement and retention strategies - Coaching, motivation and conflict resolution |
| Technology & Customer Experience | 15% | - Customer journey mapping and satisfaction - Service recovery and complaint handling - ACD, IVR, CRM and contact centre tools - Reporting and analytics dashboards |
| Operations & Performance Management | 25% | - Workforce planning, scheduling and forecasting - Quality assurance and monitoring programs - Process optimization and continuous improvement - Key performance indicators: AHT, FCR, CSAT, NPS |
| Call Centre Management Fundamentals | 25% | - Regulatory compliance and data protection - Core roles and responsibilities of a call centre manager - Service level agreements and objectives - Call centre operating models and structures |
| Strategy & Business Impact | 10% | - Risk management and contingency planning - Strategic planning and alignment - Cost control and budget management |
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