GAQM CCCA-01 exam dumps - Certified Call Centre Associate (CCCA)

  • Exam Code: CCCA-01
  • Exam Name: Certified Call Centre Associate (CCCA)
  • Updated: Aug 20, 2026     Q & A: 0 Questions and Answers

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CCCA-01 exam dumps

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GAQM CCCA-01 Exam Syllabus Topics:

SectionObjectives
Topic 1: Customer Service Principles- Handling Interactions
  • 1. Objection handling and negotiation
  • 2. Call opening, verification and closing
  • 3. Dealing with difficult customers and complaints
- Core Customer Service Concepts
  • 1. Professionalism and service mindset
  • 2. Problem-solving approach
  • 3. Customer expectations and satisfaction
Topic 2: Operational & Compliance Knowledge- Call Handling & Workflow
  • 1. Basic CRM usage and documentation
  • 2. Time management and productivity
  • 3. Escalation procedures
- Quality & Compliance
  • 1. Stress management and self-care
  • 2. Data privacy and confidentiality
  • 3. Service quality standards
Topic 3: Call Center Fundamentals & Communication Skills- Verbal & Listening Skills
  • 1. Effective questioning and message taking
  • 2. Voice tone, clarity and etiquette
  • 3. Active listening techniques
- Introduction to Call Centers
  • 1. Types and roles in call centers
  • 2. Industry trends and standards

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