CCCA-01 study materials - GAQM CCCA-01 dumps VCE

GAQM CCCA-01 : Certified Call Centre Associate (CCCA)

Exam Code: CCCA-01

Exam Name: Certified Call Centre Associate (CCCA)

Updated: Jul 24, 2026

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GAQM CCCA-01 Exam Syllabus Topics:

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

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