How long does this certification take?

The programme takes 11 Weeks and can be completed self-paced or with live virtual sessions.

Is this certification globally recognised?

Yes. GLI certifications carry CPD credits and are internationally recognised.

What level is this certification?

This is a Advanced Level certification.

Email info@certifications.ac, WhatsApp +254 722 223 084, or fill in the enrolment form on this page.

What is included in the fee?

All study materials, study guide, examination, digital certificate and badge. Live option adds tutor sessions and priority support.

Certified Call Centre and Contact Centre Manager in Argentina

Q: What is the Certified Call Centre and Contact Centre Manager?

The Certified Call Centre and Contact Centre Manager is a globally recognised professional certification by the Global Leadership Institute (GLI), designed to equip professionals with advanced competencies in Customer Service & Administration.

Executive Summary

Certified Call Centre and Contact Centre Manager

Designed for today’s high-impact professionals, the Certified Call Centre and Contact Centre Manager (CCACCCM) delivers a rigorous Advanced-level curriculum that equips participants with the knowledge, tools and frameworks needed to excel in customer service, contact-centre operations and customer experience.

This 11 Weeks programme is structured around recognised customer-experience and service-quality standards, ensuring every graduate applies internationally validated methods to real-world challenges.

GLI’s CCACCCM holders are recognised by leading organisations across Africa, the Gulf, Europe and the Americas as qualified, results-driven professionals. Whether you are advancing your current career or transitioning into new responsibilities, this certification provides the competitive edge you need in 2026 and beyond.

Programme Overview

Certification at a Glance

Certification

Certified Call Centre and Contact Centre Manager

Acronym

CCACCCM

Who Should Enrol?

Customer Service Representatives
Contact-Centre and Front-Office Staff
Customer Experience Professionals
Service and Support Team Leaders

Programme Inclusions

Everything Included in Your Enrolment

All study materials and study guide
Access to GLI online learning portal
Online examination and assessment
Digital certificate and digital badge
Physical certificate (shipped to you)
CPD credits for professional bodies
GLI alumni network membership
Facilitator and tutor support
Resource downloads and reference library
Automatic enrolment confirmation

Certification Benefits

Why This Certification Matters for Your Career

Career Advancement

Accelerate your career towards senior customer-experience and service-operations roles

Professional Recognition

Credential aligned with recognised customer-experience and service-quality standards

Leadership Capability

Develop the strategic and operational skills to lead complex customer service functions

Organisational Impact

Design and implement customer service systems that drive performance and measurable results

Compliance Readiness

Master the standards, compliance and ethical governance central to customer service

Global Employability

Qualify for customer service roles across corporates, retail, banks, telecoms and service organisations worldwide

Competency Framework

Core Competencies You Will Develop

✦Customer Service Excellence and Standards

✦Contact Centre and Multichannel Operations

✦Complaint Handling and Service Recovery

✦Customer Experience Design and Journey Mapping

✦Service Quality, Metrics and Continuous Improvement

✦Professional Ethics and Governance

Course Curriculum

Programme Modules

Click any module to explore the detailed curriculum topics included in this certification.

Foundations and Strategic Context of Certified Call Centre and Contact Centre Manager

Certified Call Centre and Contact Centre Manager: industry context, trends and professional standards
Customer service and experience principles
The value of customer-centricity
Customer expectations and satisfaction
The customer experience (CX) discipline
Roles, standards and professional conduct
Service in the omnichannel era
Linking CX to business performance
Ethics and fair customer treatment
Service culture and brand promise
Career pathways and professional development

Retention and Lifetime Value

Customer retention, loyalty and lifetime value
Customer journey mapping and service design
Marketing measurement and attribution
Segmentation, targeting and the useful segment
Value proposition and differentiation
Pricing, price architecture and discounting
Route to market and channel design
The sales pipeline and forecasting discipline
Consultative selling and understanding the buyer
Complaint handling and service recovery
Brand, reputation and communications
Commercial ethics and responsible selling
Market research and customer insight methods
Campaign planning and the content calendar
Digital channels and performance marketing economics

Service Standards and Measurement

Marketing measurement and attribution
Customer journey mapping and service design
Complaint handling and service recovery
Service standards, levels and measuring service
Voice of the customer and acting on feedback
Expanding into regional and export markets
Negotiation and closing commercial deals
Key account management and account planning
Tenders, proposals and the bid decision
Launching a product into a market
Managing distributors and channel partners
CRM, sales operations and data discipline

Conduct and Fair Treatment

Commercial ethics and responsible selling
Complaint handling and service recovery
Brand, reputation and communications

Complaints as Information

Complaint handling and service recovery
Customer journey mapping and service design
Customer retention, loyalty and lifetime value

Recovery and First-Contact Authority

Complaint handling and service recovery
Customer journey mapping and service design
Commercial ethics and responsible selling

The Journey Behind the Contact

Customer journey mapping and service design
Complaint handling and service recovery
Customer retention, loyalty and lifetime value

Ethics and Conduct

Building trust and engagement
The consulting mindset and trusted advisor positioning
Ethics and independence in advisory relationships
Ethics and professional responsibility
Professional ethics and responsibility (PMI)
Conflicts of interest and procurement ethics
Professional standards and ethics
Marketing and sales ethics
Brand safety and responsible marketing
Sustainability and responsible marketing
Analytical techniques and bias
Professional ethics and codes of conduct in HR
Integrity in reporting and investigation
Roles, responsibilities and consultation
Ethics and responsible innovation

International Markets

Cross-cultural and global inclusion
Global and comparative HR contexts
Global sourcing and international trade
International and cross-border tax
Preparing financial statements
Financial reporting frameworks (IFRS/GAAP)
Interpreting financial statements
Integrated and sustainability reporting
Budget vs actual and variance
Global sourcing and trade
Cost and profitability analysis
Cross-border data and transfers
Transfer pricing and international tax

Change and Adoption

Baseline setting and change control
Sales and marketing transformation
Measuring growth and transformation impact
Forecasting and planning
Data visualisation for finance
Digital and market transformation
Behaviour change and adoption of innovations
Customer experience transformation
Digital and self-service transformation
Measuring CX transformation impact
Digital transformation in banking
Change talk and readiness
Habit change and behaviour design
Change control and configuration
Organisational change management

People and Incentives

Employee engagement models and drivers
The employee lifecycle and HR value chain
Strategic workforce planning and demand forecasting
Communicating risk to the workforce
Workforce and shift management in retail
Decision support and insight
Workforce management and scheduling
Workforce planning and scheduling
Employee experience and engagement
Customer and employee satisfaction
Talent, succession and workforce learning
Employee and manager self-service
Workforce reporting and storytelling with data
Cost of workforce and ROI of HR interventions
Workforce planning and the capability gap

Sustainability

Sustainability, ESG and integrated value
Communicating financial results
The regulatory and legal environment
Trends: ESG, transparency and stakeholder capitalism
Responsible and sustainable governance
ESG principles and frameworks
Sustainability strategy and materiality
Environmental governance and climate risk
Governance of ESG and reporting
Sustainability standards (GRI, ISSB)
Psychodynamic and psychoanalytic approaches
Sustainability certification and standards
Responsible and sustainable banking
Sustainable and green banking
Control environment and risk assessment

Learning and Research

Learning transfer and capability building
Minimum viable offer and validated learning
Monitoring, evaluation and learning for accountability
Lessons learned and knowledge management
Professional roles, boundaries and settings
Complaint data and learning
Cognitive load and learning science
The learning and development profession
Learning strategy and business alignment
Learning cultures and the learning organisation
Blended and hybrid learning design
Motivation and self-directed learning
Learning strategy and roadmaps
Building the learning brand
Aligning learning to performance

Markets and Customers

Team leadership in customer service
Customer onboarding and lifecycle
Customer and community engagement
Treating customers fairly and market conduct
Data ethics and customer privacy
Market and interest-rate risk
Know Your Customer and enhanced due diligence
Data protection and customer privacy
Data, analytics and customer insight
Customer segmentation and needs analysis
Customer journey and experience design
Customer service technology stack
Social media customer care
Unified customer view
Customer loyalty and advocacy

Selling Practice

Funnel, pipeline and conversion metrics
Commercial negotiation and value capture
Designing a marketing or sales strategy
Key account management strategy
Account planning and whitespace analysis
Managing large and complex accounts
Sales analytics and forecasting tools
E-commerce and marketplace selling
Field sales and territory management
Sponsorship and negotiation selling
Negotiation with clients and partners
Ethical principles and codes of practice
Management accounts and dashboards
Peer support and consultation
Complaints, accountability and fitness to practise

Customer Experience

Customer retention in the vehicle ownership cycle
Service quality and the passenger experience in transport
Customer loyalty and repeat purchase in retail
Sustaining ethical, effective practice
Customer success and retention
Customer experience and journey mapping
Journey and process redesign
Professional ethics in customer service
Complaints, redress and accountability
Customer service and CX strategy
Prioritising experience investments
Customer journey mapping
Relationship management and retention
Loyalty programmes and rewards
Retention, loyalty and lifetime value

Digital Channels

Emerging service technologies
Digital, mobile and internet banking
Digital disruption and the future of banking
Branch-to-digital migration
Digital banking platforms and APIs
Payment technology and switches
Automation, RPA and straight-through processing
Cybersecurity and fraud technology
Digital credit and alternative data
The finance function and digital transformation
Digital ethics and responsible AI
CRM and marketing automation platforms
Scaling technologies and business models
Digital advisory, e-extension and mobile services
Self-service and digital support

Evidence and Analytics

Customer data platforms and segmentation
Web, campaign and funnel analytics
Market research design and methods
Qualitative and quantitative research
Translating insight into strategy
Ethical frameworks and codes of practice
Record-keeping and data protection
Client feedback and satisfaction
Baseline surveys and data collection tools
Yield, productivity and profitability metrics
Data quality, analysis and reporting
Discovery interviews and evidence gathering
Project KPIs and performance metrics
Quality and delivery metrics
Agile metrics and velocity

Commercial Finance

Financial statement and cash-flow analysis
Loan structuring, pricing and covenants
Funds transfer pricing
Development banking and project finance
SME lending and value-chain finance
Microfinance and group lending
Financial inclusion and agency banking
Evidence-based improvement
Impact, blended and concessional finance
Total cost of ownership
Ration formulation and least-cost feeding
Marketing planning and budgeting
Value-based and dynamic pricing
Revenue management and yield
Forecasting revenue and demand

Distribution and Supply

Procurement and supply chain: scope and value
The procurement cycle and operating models
Procurement’s contribution to organisational strategy
Public versus private procurement
Supply markets and the enabling environment
Digital procurement and the future of the profession
Governance of procurement decisions
Supply market analysis and Porter’s forces
Sustainable procurement principles and standards
Fair trade and responsible supply
Real estate marketing channels and property portals
Procurement and contract value
Procurement and contract management
Go-to-market and channel strategy
Omnichannel and channel management

Communication

Internal communications
Corporate social responsibility communications
Presentation and public speaking
Professional report and presentation
Metrics and reporting
Presentation and public-speaking skills
Voice, communication and delivery
Management reporting and decision support
Regulatory reporting and disclosure
Board reporting and information flows
Communicating and reporting to leadership
Integrated marketing communications
Dashboards and performance reporting
Professional presentation and pitching
Reporting to leadership

Leadership and Teams

Driving effective, ethical outcomes
Designing and facilitating groups
Management review and improvement
Leadership versus management and when each is needed
Situational and adaptive leadership
Values, purpose and authentic leadership
Resilience, wellbeing and stress management
Diversity, inclusion and inclusive leadership
Aligning teams around strategy
Team formation and effectiveness models (Tuckman, Lencioni)
Delegation and empowerment
Requirements gathering and management
Project management plan development
Earned value management
Vendor selection and management

Performance and Targets

Coaching for performance
Banking KPIs and branch scorecards
Sales performance and pipeline management
Social performance and outreach
Performance and dispute management
Performance scorecards and reviews
Investment principles and objectives
Performance management systems and cycles
Psychoeducation and workshops
Performance measurement and KPI dashboards
Linking performance to reward and consequence
Contract performance and exit
Retail performance metrics: sales densities, conversion and basket
Managing schedule and budget performance
Setting objectives and marketing KPIs

Capability Development

Proposal development and donor reporting
Attachment and developmental theory
Lessons learned and development
Wellbeing and resilience coaching
Measuring coaching outcomes
Scaling delivery capability
Schedule development and optimisation
Team development and effectiveness
Coaching and developing team members
Working with organisations on wellbeing
Designing an intervention or programme
Competency framework development
Succession planning and talent pipelines
Facilitation, coaching and mentoring
High-potential identification and talent reviews

Strategic Context

Professional case study and presentation
Managing growth, risk and resilience
Evidence-based practice
Sustaining strategic customer focus
Customer experience strategy
Communications strategy and planning
Category management and strategy
Competitive bidding processes
Financial inclusion strategy
Strategic analysis: PESTLE, SWOT and Porter’s Five Forces
Real options and strategic investment
Aligning HR strategy with organisational strategy
Reward strategy and total reward frameworks
Wellbeing and holistic health strategy
Business models for new tech

Risk and Compliance

Risk assessment and safety planning
Model risk and provisioning (IFRS 9)
Regulatory compliance and central-bank rules
Regulatory reporting and audits
Building a culture of compliance
Interest-rate risk and gap analysis
Asset-liability committee (ALCO) governance
Derivatives and risk instruments
Regulatory liquidity ratios (LCR, NSFR)
Process and control documentation
Governance and the three lines model
Reporting quality and governance
Duty of care and risk management
Managing risk and difficult cases
Ethical, risk and feasibility considerations

Legal and Terms

Contract types and risk allocation
Contract administration and variation
Contract governance and compliance
Insurance regulation and consumer protection
Vendor, venue and supplier contracting for events
Vehicle documentation, compliance and consumer protection
Treatment planning and review
Managing complexity and comorbidity
Subcontractor and supplier management
Legal responsibilities and professional bodies
Goal setting and contracting
Legal, cost and feasibility analysis
Contractor and visitor safety
Policy, planning and objectives
Legal and other requirements

Campaigns and Projects

Emergency preparedness and response planning
Discovery-driven planning and assumption testing
Product launch and go-to-market sequencing
Scenario planning and foresight
Negotiation strategy and planning
Programme governance
Tax planning vs avoidance vs evasion
Real estate development and project appraisal
Programme cycle management in NGOs
Workplace and organisational contexts
Event planning timelines, run sheets and production schedules
Project budgeting and financial control
Financial risk in projects
Realising and measuring project value
Capstone scoping: a real project or programme

Operations

Healthcare quality, safety and accreditation
Goal setting and action planning
Outcome and process measures
Delivery, quality and stakeholder plan
Quality control and continuous improvement
Integrated risk and quality control
Accountability and follow-through
Traceability, recall and quality assurance systems
Quality management systems and audits
Strengths, flow and engagement
Innovation in service delivery
Design review and quality
Productivity, collaboration and workflow tools
Process improvement and lean thinking
Quality management and standards

Relationships and Partners

Influencer and affiliate marketing
Building strategic customer relationships
Partnering and co-creation with customers
Meaning, purpose and values
Partnership building and multi-stakeholder platforms
Stakeholder mapping and collaboration
Influencing and presenting insights
Managing difficult stakeholders
Stakeholder mapping in banking
Negotiation and influencing
Relationship management and cross-selling
Managing boundaries and dual relationships
The project environment and stakeholders
Stakeholder and sponsor management
Stakeholder rights and fair treatment

Learning Outcomes

What You Will Achieve

Establish a comprehensive understanding of Certified Call Centre and Contact Centre Manager principles aligned with recognised customer-experience and service-quality standards
Apply evidence-based methods to improve customer service, contact-centre operations and customer experience
Master customer service excellence and standards and contact centre and multichannel operations
Apply complaint handling and service recovery and customer experience design and journey mapping in real-world settings
Lead risk management, quality and compliance relevant to your field
Design stakeholder engagement and professional communication strategies
Use data-driven decision-making and performance-measurement tools effectively
Apply internationally recognised best practice to advance your career in customer service

Enrolment Process

How to Get Certified

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Work through 30 structured modules and 150 lessons at your own pace, with downloadable resources and expert-designed content — all inside the LMS.

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Sit your final examination online, earn your certificate instantly, and receive a globally verifiable Certificate ID — plus GLI Alumni Network access.

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Frequently Asked Questions

Common Questions

What is the CCACCCM certification?

The Certified Call Centre and Contact Centre Manager (CCACCCM) is a Advanced-level professional certification awarded by the Global Leadership Institute (GLI). It is designed to equip professionals in customer service, contact-centre operations and customer experience with practical skills, internationally recognised frameworks, and the credentials needed to advance their careers.

Who should enrol in the CCACCCM?

This certification is ideal for Customer Service Representatives, Contact-Centre and Front-Office Staff, Customer Experience Professionals and Service and Support Team Leaders, and other professionals seeking to formalise their expertise in customer service, contact-centre operations and customer experience with a globally recognised credential.

How long does the CCACCCM certification take to complete?

The programme is structured over 11 Weeks and offers flexible learning modes. Self-paced learners can progress at their own schedule, while live virtual participants follow a structured cohort schedule with facilitator-led sessions.

Is the CCACCCM internationally recognised?

Yes. GLI certifications are recognised across 100+ countries and are aligned with recognised customer-experience and service-quality standards. Graduates receive a digital certificate, a physical certificate and CPD credits recognised by employers worldwide.

What is the cost of the CCACCCM certification?

The Certified Call Centre and Contact Centre Manager is offered in two formats: Self-Paced at USD 399 and Live Virtual at USD 599. Corporate group rates are available for organisations enrolling 5 or more participants. Contact GLI for a bespoke corporate training quotation.

What does the CCACCCM certification include?

Enrolment includes all study materials and study guides, access to GLI's online learning portal, online examination, digital certificate and badge, physical certificate (posted), CPD credits, GLI alumni network membership, and ongoing facilitator support.

What is the assessment format for the CCACCCM?

The Certified Call Centre and Contact Centre Manager is assessed through an online examination consisting of multiple-choice questions, case study analysis, and practical application assignments. The assessment is designed to evaluate real-world competency, not just theoretical recall.

What CPD credits do I earn from the CCACCCM?

The Certified Call Centre and Contact Centre Manager carries Continuing Professional Development (CPD) credits, which can be applied towards professional body requirements including recognised international professional associations.

Can I study the CCACCCM while working full-time?

Absolutely. The self-paced option is designed for busy working professionals and allows you to study when and where it suits you. Live virtual sessions are typically scheduled in the evenings or on weekends to accommodate professional commitments.

What career outcomes can I expect from the CCACCCM?

Graduates progress towards senior customer-experience and service-operations roles. The CCACCCM strengthens your expertise in customer service, contact-centre operations and customer experience and positions you for advancement across corporates, retail, banks, telecoms and service organisations.

Certified Call Centre and Contact Centre Manager

Certified Call Centre and Contact Centre Manager

Certification at a Glance

Who Should Enrol?

Everything Included in Your Enrolment

Why This Certification Matters for Your Career

Core Competencies You Will Develop

Programme Modules

What You Will Achieve

How to Get Certified

Common Questions

What Our Alumni Say

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