GAQM CCCM-001 exam dumps - Certified Call Centre Manager (CCCM)

  • Exam Code: CCCM-001
  • Exam Name: Certified Call Centre Manager (CCCM)
  • Updated: Aug 18, 2026     Q & A: 0 Questions and Answers

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CCCM-001 Online Test Engine
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CCCM-001 exam dumps

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GAQM CCCM-001 Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Strategy & Business Impact10%- Cost control and budget management
- Strategic planning and alignment
- Risk management and contingency planning
Topic 2: Operations & Performance Management25%- Workforce planning, scheduling and forecasting
- Quality assurance and monitoring programs
- Key performance indicators: AHT, FCR, CSAT, NPS
- Process optimization and continuous improvement
Topic 3: Team Leadership & Human Capital25%- Performance management and feedback
- Coaching, motivation and conflict resolution
- Employee engagement and retention strategies
- Recruitment, training and onboarding
Topic 4: Technology & Customer Experience15%- Customer journey mapping and satisfaction
- Reporting and analytics dashboards
- ACD, IVR, CRM and contact centre tools
- Service recovery and complaint handling
Topic 5: Call Centre Management Fundamentals25%- Service level agreements and objectives
- Core roles and responsibilities of a call centre manager
- Regulatory compliance and data protection
- Call centre operating models and structures

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