Important HRD Corp Update: Effective 15 June 2026 onwards all grant approvals MUST be obtained at least 14 calendar days before the training commencement date.
Important HRD Corp Update: Effective 15 June 2026 onwards all grant approvals MUST be obtained at least 14 calendar days before the training commencement date.
As customer interactions increasingly span both voice and digital channels, today’s BPO and contact centre professionals are expected to deliver consistent, professional and high-impact customer experiences across all touchpoints.
The Certified Voice & Digital Agent (CVDA) program is a comprehensive certification designed to equip BPO agents and contact centre professionals with the essential skills, mindset and techniques required to excel in voice calls, emails, live chat, and social media interactions.
This program combines best practices in telephony service excellence with modern digital communication and AI-enabled writing competencies, ensuring agents can manage customer interactions with confidence, clarity and brand consistency. Participants will also learn how to leverage AI tools responsibly to enhance service writing, improve productivity and support the development of a consistent organisational brand voice, whether engaging customers verbally or through written channels.
Module 1: Customer Experience (CX) in Today’s BPO & Contact Centre
Module 2: World-Class Contact Centre Operations & BPO Operations
Module 3: Voice Interaction Mastery – Inbound Call Handling
Module 4: Omni-Channel & Digital Customer Support Fundamentals
Module 5: Customer Communication Foundation – Brand & Style Guide
Module 6: Service Writing Excellence & Digital Best Practices
Module 7: Managing Difficult Customers & Challenging Interactions
Module 8: AI Augmentation & Continuous Development
For BPO & Contact Centre Agents, Customer Service & Customer Support Professionals, Omni-Channel & Digital Support Agents, Frontline CX, Helpdesk & Shared Services Personnel, New or aspiring contact centre and BPO professionals.
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.
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
No worries, just click on the WhatsApp icon to chat with us immediately or email us at aria@atcen.com