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GAQM CCCM-001 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Technology & Customer Experience | 15% | - Service recovery and complaint handling - Reporting and analytics dashboards - ACD, IVR, CRM and contact centre tools - Customer journey mapping and satisfaction |
| Topic 2: Strategy & Business Impact | 10% | - Cost control and budget management - Strategic planning and alignment - Risk management and contingency planning |
| Topic 3: Operations & Performance Management | 25% | - Process optimization and continuous improvement - Key performance indicators: AHT, FCR, CSAT, NPS - Workforce planning, scheduling and forecasting - Quality assurance and monitoring programs |
| Topic 4: Team Leadership & Human Capital | 25% | - Performance management and feedback - Employee engagement and retention strategies - Recruitment, training and onboarding - Coaching, motivation and conflict resolution |
| Topic 5: Call Centre Management Fundamentals | 25% | - Core roles and responsibilities of a call centre manager - Service level agreements and objectives - Call centre operating models and structures - Regulatory compliance and data protection |
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