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International Endorsement & Education Partners

  Certified Contact Center Analyst and Auditor (CCCA)

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For schedule & registration, please click here


Overview & Objective
This two-day course will cover advanced analytical techniques used in the Contact Center, data interpretation and how to take action based on this analysis. The course will also take you through a real life case study of the benchmarking of over fourteen Contact Centers in Hong Kong, Taiwan, Singapore and Malaysia.

Participants will learn techniques on data preparation and presentation to management for extensive Contact Center performance reporting.

Participants will also equip themselves with a comprehensive understanding of auditing techniques used in Contact Center and to ensure Quality Standards are implemented and followed. In addition, participants will have a greater understanding of the need to perform periodic audits and how to measure success.

Course Discussions and Exercise
Lots of Peer-to-Peer consulting opportunities and exercises allowing participants immediately apply the contents that they have learnt in class. In-class activities are designed to accommodate a broad range of Contact Center environments.

Certification Procedures
To achieve the Contact Center Analyst Certification, participants should attend the two-day course and complete the written exam. Each participant has 1 month from the course date to complete the written certification exam. The written exam takes approximately 1hour. All exams are on pass / fail basis. If necessary, a Contact Center Certified Instructor will review your exam and project with you and help you plan for success.

Who Should Attend
Suitable for all levels of staff from Directors to Professionals involved with CRM Analytics, Contact Centers/Customer Services, Sales and Marketing. Prior knowledge of Contact Center is an advantage but not essential.


Course Outline

World-Class Contact Center Framework
• Strategic Value of Contact Center
• World Class Foundations

Contact Center Analysis
• Problem Solving and Root Cause Analysis
• Calculating Call Volume & Staffing Requirements
• Contact Center Processes and Workflow
• Customer Database Management
• Trend Analysis, Prediction and Prevention

The Contact Center Standard and Site Audit
• International Quality Standards and Certifications
• Management Responsibilities
• Resource Management
• Process Management
• Operations Management
• Performance Measurement
• Compliance Measurement
• Security and Privacy
• Review Frequency

Quality Assurance
• QA Systems, Tools and Implementation
• Call Handing Procedures and Monitoring
• Customer Feedback and Documentation

CRM & Contact Center Benchmarking
• Benchmarking & Improving for World Class Standards
• Customer Satisfaction Measurement
• Mystery Calls and Mystery Shopping
• Process & Performance
• Technology

Knowledge Management
• Systems and Structures
• Building and Maintaining the KM System

Contact Center Statistics and Numbers
• Key Performance Indicators and Metrics
• Definitions, Measurement & Improvement

Effective Communication and Presentation
• Presentation Skills
• Reporting and Writing


For schedule & registration, please click here