Course Overview - Customers not only demand the best from the products and services they purchase, they demand the best in customer service. The quality of customer care provided by a call center will often determine whether or not the customer will make a repeat purchase.

Successful call centers know what it takes to offer exceptional customer care with every contact. The Certified Call Center Professional (CCCP) two-day course will give call center professionals an understanding of the technology and methodology used to provide world-class customer support.

This course focuses on call center Best Practices and the fundamentals of a successful call center. Participants will learn effective communication strategies, which will position them to become universal agents. A major focus of this course will be on the techniques for handling challenging customers. Career advancement strategies within the call center industry will be reviewed.

Course Objective - Participants of this course will begin by learning the basic framework, definition, value, and objectives of a successful call center. After this foundation is set, participants will learn the key measurements used within a call center, how to provide outstanding customer care, and how to develop a career within the support industry.

Prerequisites - Students should be familiar with the basic concepts of a call center.

Certification Steps - The CCCP certification consists of two parts: class attendance and a certification exam. Students will have four weeks from the class date to complete the Web-based certification exam. Students are given 2½ hours to complete the exam. Students must achieve at least 90 percent accuracy in order to obtain certification. If desirable, an certified instructor will review the exam and help the participant plan for success.

Course Length - Two days

Fee - $995.00