About Us
Global Certification
Customer Testimonials
Member Benefits
Best-in-Class Benchmarking
Customer Relationship Awards
Press Release
Contact Us



International Endorsement & Education Partners


Certified Contact Center Supervisor (CCCS)


繁體 | 简体


For schedule & registration, please click here


Overview & Objective

This two-day CCCS course will cover the basic and advanced topics in Contact Center Management that enable the participants to increase their awareness and knowledge of the latest development of Contact Center in terms of technology as well as management concept.

This two-day course addresses the importance of managing the Contact Center Team and exceeding customer expectations by elevating service level, customer care and professionalism at the Contact Center. Participants will have an effective learning of Contact Center including required skills and mindset to provide the strategic value to customers and the company and to build a successful team to achieve your Contact Center business objectives.

Course Discussions and Exercise

Lots of exercises allowing participants immediately apply the contents that they have learnt in class. In-class activities are designed to accommodate a broad range of Contact Center environment. Stimulating exercises, video, business case studies, role-play and are provided throughout the session, allowing participants to sharpen their problem solving techniques and to improve their Customer Service and Business Management skills and mindset for a world class Contact Center.

This course is designed to accommodate a broad range of intensive customer service, relationship management and fulfillment environments. Lots of Peer-to-Peer consulting opportunities and exercises allowing participants immediately apply the contents that they have learnt in class. In-class activities are designed to accommodate a broad range of Contact Center environments.

Certification Procedures

To achieve the certification, participants should attend the above two-day training and complete an on-line written examination and submit a CCCS project paper. The purpose of the exam is to ensure that the participants will have working knowledge and apply what they have learnt from the training at their workplace.

Each participant has 1 month from the course date to complete the written exam. The written exam takes approximately 1hour. All exams are on pass / fail basis.

As each participant is unique with the strength and weaknesses, the key benefits of the project paper are instructor will review your exam and project with you and help you plan for success to ensure that each participant will be able to apply the best practices learned to lead and manage a world class Contact Center team.


Who Should Attend

Suitable for all levels of staff from Manager to Professionals involved with CRM, Contact Centers/Customer Services, Sales and Marketing. Prior knowledge of Contact Center is an advantage but not essential.

Course Outline

World Class Contact Center Best Practices
• Contribution of The Contact Center Team
• Foundation of a World Class Contact Center
• Contact Center Best Practices
• HIT and JIT Training

Coaching and Supervisory Skills
• Fundamentals of Coaching
• Coaching and Communication
• Coaching for Retention
• Coaching Difficult Employees

Managing & Motivating Performance
• Leadership
• Empowerment & Ownership
• Staff Motivation
• Team building
• Achieving Team Targets
• Stress management
• Practical ways for stress management
• Emotion management

Problem Solving
• Investigation & Problem Solving
• Root Cause Analysis
• Tools and Techniques

Customer Service Skills
• Understand the importance of customer retention and link to profitability
• Service Level Agreement
• Exceeding Customer Expectations
• Building the Relationship with Customers
• Business Severity and Priority Levels
• Strategies to Handle Difficult Customers

Quality Assurance
• The Corporate Culture: Service Culture
• Service Level Agreement and Management
• Quantitative and Qualitative Metrics
• QA Best Practices
• Best-in-Class Contact Center Benchmarking

Time Management
• Problem Solving Identify Time Demand
• Practical Ways to effective time management
• Techniques for Time Management
• Time waster identification
• Practical ways to enhance productivity
• Overcome Overtime


For schedule & registration, please click here