Certified Contact Centre Professional (CCCP) Training Course Outline

Customer Experience Skills

Certified Contact Centre Professional (CCCP)

2-Day Course l 100% HRDC Claimable

Course Introduction

As Contact Center operations increases in complexity, the roles and responsibility of Contact Center Professionals has changed drastically. Today, it has become a necessity for most Contact Center Professionals to not only serve the customer but also to up-sell and cross-sell to them.

This certification programme is part of the ATCEN Customer Experience Management series that certifies customer contact professionals on the essential soft-skills elements associated with superior telephony sales and service management. The programme consists of modules that teach participants essential skills such as Customer Experience, Contact Center operational basics, communication, call management, call courtesy, call accuracy, professional customer interaction principles and concepts. This programme certifies that the participant has the relevant skill sets to a deliver stellar interaction to customers.

Learning Objectives

Understand the need to exceed customer delight
Appreciate what it takes to be a successful Contact Center Professional in current environment
Create lasting impressions with the Customers
Understand the importance of call and service management
Understand how a Contact Center operates
Communicate effectively to your customers
Answer customer queries in a structured manner according to the inbound and outbound call flow
Manage difficult customers

Training Modules

Module 1: Introduction to Today’s World Class Contact Center

Module 2: Contact Center Professional’s Competency

Module 3: Clear Communication Always

Module 4: The Inbound Telephone Call Structure

Module 5: Managing Difficult Customers

Module 6a: AI Augmentation and Applications in Contact Centre Training

Module 6b: Moving Forward

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Target Audience

For Contact Centre Manager, Team Leader, Coach, Evaluator, Professionals, and Front Line Service Professionals.

Training Methodology

This course can be conducted Physically and Online.

Physical Training Methodology
Interactive and experiential — participants learn through group activities, role-plays, discussions and real workplace scenarios.
The trainer will provide live guidance and immediate feedback
to strengthen understanding and practical application.

Online Training Methodology
Engaging and structured — participants join live discussions, breakout rooms, polls and scenario-based activities. Clear visuals and guided facilitation ensure interactive learning and effective application from any location.

Customization

Your talents development comes first. That’s why we tailor every course outline to fit your goals and close any existing skill gaps.

Duration
Flexible learning options from half a day to a 3-day sessions (and beyond)

Content
100% customizable modules to match your organisation’s exact training needs

Methodology
Delivered in your preferred format, be it physical, online or a blended approach

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Customer Experience Skills