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Certified Contact Centre Programs

Certificate of completion jointly awarded by
Western Kentucky University (USA) and ATCEN (Malaysia)

Certified Contact Center Manager (CCCM)

The Certified Contact Center Manager (CCCM) is developed for contact center management teams. It is a comprehensive program that provides insights into the challenges of day-to-day contact center operations management focusing on the people, process and technology. This workshop is for individuals who leads a contact center and needs to develop advanced contact center leadership competencies to transform their operations into a successful customer contact center.


Certified Contact Center Team Leader (CCCTL)

The CCCTL is a comprehensive program that provides insights into the day-to-day leading and management of a team in a knowledge-based environment that demands competent leaders in creating and leading highly successful, loyal and motivated teams. Most importantly, this program will provide Team Leaders with the fundamental bridging skills between the agent and the Team Leader.


Certified Contact Center Professional (CCCP)

The program introduces customer contact professionals to the essential and fundamental soft-skills elements associated with superior call and service management. The customer contact professional workshop consists of modules that teach participants essential skills such as essential communication, call management, call courtesy, call accuracy, professional customer service & selling principles and concepts.


Certified Customer Service Professional (CCSP)

The program introduces customer service professionals to the essential and fundamental soft-skills elements associated with superior call and service management. The certified customer service professional workshop consists of modules that teach participants essential skills such as essential communication, call management and professional customer service principles and concepts.


Certified Help Desk Professional (CHDP)

The Certified Help Desk Professional workshop consists of modules that teach participants vital skills such as essential communication, call management, analytical problem solving, call courtesy, call ccuracy, professional customer service & contact center knowledge to help them perform better. Skills and knowledge necessary for him/her to better adapt to the Help Desk environment.


Certified Sales Professional (CSP)

The program introduces sales professionals to the essential and fundamental soft-skills elements associated with superior selling techniques and sales management via telephone and face to face. The certified sales professional workshop consists of modules that teach participants essential skills such as essential communication, sales management and professional selling strategies, principles, concepts and tactics.


Certified Train the Trainer (CTTT)

Whether you are a new trainer or an experienced one that wants to boost your current skills, this Train-The-Trainer workshop will share with participants’ key knowledge and develop skills from managing the Training & Development function to Training and Facilitation skills.