About Us
Global Certification
Customer Testimonials
Member Benefits
Best-in-Class Benchmarking
Customer Relationship Awards
Press Release
Contact Us



International Endorsement & Education Partners


Certified Contact Center Professional (CCCP)


繁體 | 简体


For schedule & registration, please click here


Overview & Objective
The Certified Contact Center Professional course will equip the participants with effective customer handling techniques and Contact Center Best Practices. Participants will learn proactive problem resolution, escalation procedures, and the foundations of Contact Center skills through a two-day complete program.

This course facilitates participants’ systematic measurement of required skills and mindset so that proper development plans can be established accordingly.

Course Discussions and Exercise
Stimulating exercises, video case studies, and Micro Analysis are provided throughout the session, allowing participants to sharpen their problem solving techniques and to improve their Customer Service skills and mindset. This course is designed to accommodate a broad range of customer service and fulfillment environments.

Certification Procedures
To achieve the certification, participants should attend the two-day training and complete an on-line written examination and a verbal examination.

As each participant is unique with the strength and weaknesses, the verbal examination also provides a “one-to-one” coaching environment to the participants. The key benefits are to ensure that each participant will be able to apply the skills learned and to have a changed behaviour and attitude.

Who Should Attend
Managers, Supervisors, Team Leaders, Officers and Executives of Contact Centers/Customer Services and people who would like to learn more and join the Contact Center/Customer Service industry. Prior knowledge of Customer Support Center is an advantage but not essential.


Course Outline

The Value and Function of a Contact Center

• The changing role of your Contact Center
• The Value of a Customer Contact and Effective Contact Management
• Best Practice, world-class Contact Center

Enneagram & U

  Learn to know your own areas of strength, the areas of non-strength, and ways that help to manage both.

  Identify opportunities for personal and professional


  Enable you to learn about the inner drives, real

needs, and core motives of different personalities –

their own and those of their customers.

  To create a map to understand the inner drive of people that is a major key to communicating more effectively, understanding one another, and avoiding misunderstandings. 

Effective Communication Skills

  Vocal Elements

  Active Listening Skills

  The F.A.S.T. Way

         •  Focus

         •  Assumption

         •  Say Less with More

         •  Tone


Best Practice in Customer Service

 The Spirits of Best Practice

Break the Norm

Take Control

 How to create “Little Nice Surprise”

 Doing no wrongs vs being appreciated


 The Arts of Words - F.A.S.T.


How to Say “NO”


Strategic Customer Service Skills - Learn the formula on how to:

 Improve Efficiency

 Create Consistency

 Manage Customer Expectation

 Reduce Potential Complaints

 Increase Customer Satisfaction


Consultative Communication Skill for Sales & Non-Sales Professional with ABCDEFG:

  Avoid Building Consultant Driver Engage Failure Goal

  A.I.D.A Probing Techniques

  USP Selling Techniques


Complaints Handling

Impact & Benefits of Complaints

Steps of Effective Complaint Handling

Dos and Don’ts in Complaint Handling


Handling Difficult Customers

  Know your difficult customers

 Develop communication strategies


Stress Management

 Health Check

 Strategies to reduce or eliminate sources of stress

 Learn how to improve your emotional reactions and

avoid negative impact to your relationship with

customers, colleagues and your family



For schedule & registration, please click here