Exam Name: Certified Call Centre Associate (CCCA)
Certification Provider: GAQM
Corresponding Certification: GAQM: Call Centre
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GAQM CCCA-01 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Customer Service Skills | - Communication skills (verbal and written) - Customer handling and satisfaction principles |
| Call Centre Fundamentals | - Call centre roles and responsibilities - Inbound and outbound operations |
| Call Handling Procedures | - Complaint handling and escalation process - Call opening and closing protocols |
| Quality and Performance Standards | - Quality assurance in call centres - Key performance indicators (KPIs) |
| CRM and Tools Usage | - Basic CRM system usage - Ticketing and case management |
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