Center Professional Training and Certification
Government and Group pricing available
2-day and expanded 3-day on-site delivery available
What You Will Learn:
Participants will learn to:
Contact Center Professional Training and Certification is designed for call center, help desk, customer service and technical support professionals. Attendees will learn best practices, skills and techniques for effective, high-quality front-line customer care. The course presents opportunities to learn and practice skills that build customer relationships and create a positive business image.
After the training, participants will be able to recognize customers' needs and adapt strategies to meet those needs. The course focuses on relationship building skills and problem resolution techniques that can be applied first and foremost to customer interactions, but also to everyday communication (and conflicts) within the team and with team leads and supervisors.
The post-course CCCP certification exam is highly recommended for all attendees. A formal, standardized certification exam ensures that information has been absorbed and that every member of your contact center team uses consistent terminology, best practices, and skills. Your contact center staff will "be on the same page" and will better understand criteria by which their performance is evaluated. Standardization also improves intra-team communications, agent-supervisor communications, and increases the productivity of coaching sessions.
Core 2-day Certification Course Chapters
Expanded 3-day Course Chapters
An expanded 3-day version of this course can be delivered on-site at your location. On the additional day, participants will learn about difficult caller behaviors, online chat and effective writing skills, conflict management, and will participate in team-building exercises. This final module promotes team cohesiveness through intra-team understanding, appreciation, communication, and the expression of common purpose.
Refresher Training for the Already-Certified
Do you have CCCP-certified professionals due for a 2-day annual refresher training? Veteran contact center professionals as well as the newly on-boarded will benefit from the same core CCCP skills training (days 1 & 2). Would other professionals benefit from a 1-day Continuing Education course delivered on-site at your location? Offer a Continuing Education opportunity to your center's experienced front-line professionals by inviting them to attend day 3 of an extended CCCP. Day 3 topics are perfect for fulfilling annual training and career development requirements. For just $395 per person, anyone in the contact center can join a 1-day CCCP Elective training course (day 3 of an extended CCCP) up to a class maximum of 28 participants. Day 3 electives include:
Who Should Participate
The Contact Center Professional training course is ideal for:
There are no prerequisites for this introductory course.
Chapter 1 - Understanding the Customer
Chapter 2 - Listening Skills
Chapter 3 - Questioning Skills
Chapter 4 - Professional Communication Skills
Chapter 5- Call Handling Skills
Chapter 6 - Adaptive Communication Skills
Optional Day 3
Chapter 7 - Managing Caller Behaviors and Emotions
Chapter 8 - Conflict Management Skills
Chapter 9 - Effective Email and Chat Writing Skills
Chapter 10 - Team Building Skills
The Certified Contact Center Professional (CCCP) certification is officially recognized by the RCCSP Professional Education Alliance and its members. This is an internationally-recognized certification.
The certification process consists of two parts:
Class Attendance: Participants will complete a minimum two-day instructor-led course, where they will participate in hands-on learning and group exercises under the observation of a Certified RCCSP instructor. Upon successful completion of the course, an online login and password will be sent by email with instructions for accessing the certification exam.
Certification Exam: After the course, participants will have four weeks in which to take the online certification exam. The certification exam is comprised of 60 questions and candidates are given 90 minutes to complete the exam. Candidates must achieve at least an 80% score in order to obtain certification.
Members of the RCCSP faculty have both contact center management and training delivery experience. They are certified at Master Trainer level for delivery of the CCCP course. RCCSP instructors are located throughout the USA.
So that case studies and examples used in class can be presented in terms that are familiar to the attendees, your instructor may contact you in advance of the training seminar to discuss your specific organization, product or service, range of customers and experiences, and any special issues that need extra focus.
In-house, private training offers the added benefits of:
If your support center has a number of front-line professionals and team leads, an in-house program can maximize your training investment. To discuss pricing and instructor availability, contact RCCSP at (708) 246-0320.
Pricing for an on-site course delivered at your location is determined based on a "Base Fee" for up to six attendees, and a per person fee for each attendee thereafter. On-site fees are all inclusive:
Additional travel surcharges apply for travel outside of the continental USA and for seminars scheduled within three weeks, or paid for within three weeks, of the onsite delivery date.
The customer site must provide suitable meeting space, any desired meals or refreshments, and the following presentation supplies:
Request In-House Training
More Training and Certification Courses
See the complete calendar of RCCSP Professional Education Alliance Contact Center Training dates and locations.
For more IT, technical and field support training course options, see the RCCSP Help Desk, ITIL, and Support Center Calendar.
Training & Certification:
Terms & Conditions
Seminar agenda and assigned instructors are subject to change.
Payment is due prior to the seminar.
Public seminar cancellation policy. Registrants may cancel up to fourteen days in advance of the seminar start date for a full refund, less administrative fees of $400. Or, you may transfer your registration to another date or member of your company at no additional charge. Please notify us as soon as possible. Registrants cancelling within fourteen days of the seminar will receive credit, less administrative fees of $400, toward any other Resource Center seminar.
On-site training scheduling and cancellation policy. On-site training fees must be paid to reserve a training date. Additional travel surcharges will be charged for travel to training locations outside of the continental USA and for training courses scheduled within three weeks, or paid for within three weeks, of the on-site delivery date.Organizations may cancel up to 21 days in advance of the seminar delivery date for a full refund, less administrative fees of 25% of the base fee.
If for any reason you are unsatisfied with the training, please notify the instructor by the end of the first day. If you decide to cancel the remainder of the training program, the instructor will collect all training materials. Fees paid, less a prorata one-day on-site training base fee plus any travel surcharges, will be refunded.
Cancellation by provider. In the unlikely event that a seminar must be cancelled by seminar provider due to unavoidable circumstances, you will be notified at least two weeks prior to the seminar date, and your payment will be refunded.
Seminar provider is not responsible for losses due to cancellation including losses and penalties on advanced or non-refundable airfares.
In all circumstances, seminar provider's liability shall be limited to fees received.