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

CCCA-01 real exams

Exam Code: CCCA-01

Exam Name: Certified Call Centre Associate (CCCA)

Updated: Aug 19, 2026

Q & A: 0 Questions and Answers

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GAQM CCCA-01 Exam Syllabus Topics:

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

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