0
Global Institute of Professional Management Certification (GIPMC)
logo
img
Certification

Call Center Operations Associate (CCOA™)

$ 800.00 $ 565.00

Add To Cart Buy Now

Course Description

While many businesses promise to provide excellent customer service, some excel more than others. The CCCA™ Certification focuses on six crucial aspects of customer service that, when prioritized by the company, result in customers returning for outstanding service that surpasses competitors. This certification aims to help call center agents maximize their effectiveness in telephone-based work, including mastering listening skills and effective communication. Each phone conversation involves elements of both sales and customer service, which we will thoroughly explore in our engaging and practical E-Course. Whether we welcome their calls or find them bothersome interruptions, call centers are an integral part of business operations that are here to stay.

Detailed Learning Outcomes

By earning the Project Management Certification (PMC), candidates demonstrate the ability to:

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

     

Certification Validity & Renewal

The Project Management Certification (PMC) issued by GIPMC is valid for three (3) years from the date of certification award.

Renewal is designed to:
  • Maintain professional credibility
  • Ensure continued alignment with modern project practices
  • Protect the long-term value of the certification
Renewal Process Includes:
  • Completion of defined continuing professional development or knowledge refresh requirements
  • Successful renewal assessment or verification, as applicable
  • Submission of renewal application before certification expiry

Timely renewal allows professionals to retain active certification status without interruption.

Exam Pattern & Structure
  • Duration 10 to 15 Hours
  • Format Objective MCQs with scenario-based questions
  • Total Questions 60/90/120/150/180
  • Evaluation Skills and competency focused
  • Passing Requirement 70%
  • Exam Mode Online proctored
Enroll Now

Similar Certifications

Call Center Operations Manager (CCOM™)
Certification
Call Center Operations Manager (CCOM™)

Certified Contact Centre Manager (CCCM)™ or Certified Call Centre Manager (CCCM)™: Managers in call centers or contact centers hire, train, prepare, and motivat...

800.00 535.00
View More Buy Now
Customer Experience Service Professional (CESP™)
Certification
Customer Experience Service Professional (CESP™)

Customer service is considered one of the best fields for professionals and executives. Jobs in customer service are expected to grow in many industries, making...

800.00 545.00
View More Buy Now

Enquiry Now