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🤝 Customer Experience  ·  Advanced

Certified Call Centre and Contact Centre Manager

Online Certification  ·  11 Weeks  ·  Globally Recognised  ·  (CCACCCM)

✅ 2026 Edition 🎓 CPD Accredited 🌍 100+ Countries 📜 Digital + Physical Certificate 100% Online
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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
Category
Customer Experience
Level
Advanced
Duration
11 Weeks
Delivery Mode
100% Online
Assessment
Online Examination
Certificate
Digital + Physical
CPD Eligibility
CPD Accredited
Alumni Benefits
GLI Network Access
Self-Paced
USD 399
Live Virtual
USD 599
Target Audience

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

✦Contact Centre Operating Architecture
✦Contact Centre Queue Management
✦Contact Centre Service Levels
✦Contact Centre Quality Assurance
✦Contact Centre Knowledge Systems
✦Agent Productivity Systems
Course Curriculum

Programme Modules

The full programme, module by module.

Core CurriculumModules 1–20 · specific to Certified Call Centre and Contact Centre Manager · module 20 is the capstone
1
Contact Centre Operating Architecture
Contact centre operations: forecasting, staffing and quality · First-contact resolution and efficiency · The emergency operations centre: coordinating a response beyond one incident · The business partner and centre-of-excellence model
2
Contact Centre Workforce Structures
Customer journey mapping and service design · Workforce management and scheduling · Market research and customer insight methods · CX strategy: the experience you intend, and who owns delivering it
3
Call Routing Architecture
Transport planning and routing: moving goods at the lowest total cost · Call handling and after-call work · Reading financial statements as a manager · Employee and manager self-service
4
Contact Centre Queue Management
Queue management and service flow · Customer expectations and satisfaction · Ethics and fair customer treatment · Building a customer-centric culture
5
Agent Scheduling Systems
Digital financial services, mobile money and agent networks · CRM systems and customer data · Social media customer care · Unified customer view
6
Contact Centre Capacity Planning
Capacity, workload and resource coordination · Demand planning, forecasting and the distortion of signals · Territory design, quotas and sales capacity · Capacity planning and rostering
7
Contact Centre Service Levels
Contact centre and service operations management · Frontline service delivery and the conditions that produce it · Digital service and self-service: designing for completion, not deflection · Complaint handling and service recovery
8
First Contact Resolution
First contact resolution and the cost of repeat contact · Service recovery: complaints, resolution and what restores trust · Designing service across channels the customer actually uses · Voice of the customer: from listening to change
9
Average Handling Time
Handling objections and the psychology behind them · Translating customer requirements into specifications · Inclusion in practice: culture, gender and everyday experience · Strategic customer relationships
10
Contact Centre Quality Assurance
Assurance: the three lines, coordination and avoiding duplicate effort · Service quality and the passenger experience in transport · Telecom products, tariffs and customer lifecycles · Market analysis and environmental scanning
11
Call Monitoring Systems
Consumer protection and fair treatment · Anti-bribery and integrity in selling · Funnel, pipeline and conversion metrics · Continuous improvement and optimisation
12
Customer Escalation Management
Conversion optimisation · Public relations and media relations · Sponsorship, events and partnerships · Reputation and crisis communications
13
Contact Centre Knowledge Systems
Buyer psychology and behavioural economics in selling · Segmentation, targeting and positioning in practice · Closing, buying signals and securing commitment · Prospecting and building a pipeline
14
Omnichannel Contact Centre Operations
Contact centre operations and workflow · Loyalty, advocacy and referrals · Insight generation and activation · Net Promoter Score and satisfaction
15
Contact Centre Performance Dashboards
Marketing and sales KPIs and dashboards · Digital marketing, content and channel performance · Performance management in sales · Sales management: coaching, cadence and performance
16
Agent Productivity Systems
Productivity, efficiency and effectiveness · Service excellence and complaint handling · Retention, loyalty and lifetime value · Computerised accounting systems
17
Contact Centre Customer Experience
Customer effort, journeys and designing the experience · Journey mapping and the moments that decide loyalty · Complaint handling as a system · Learner and stakeholder satisfaction
18
Contact Centre Cost Drivers
Competitive strategy and positioning · Knowledge management: capture, retention and continuity · Digital channels and channel migration · Retail fraud and scam prevention
19
Contact Centre Transformation
Sales and marketing transformation · Audience analysis: knowing who you are speaking to · Cross-cultural and mixed-audience delivery · Strategic development and long-range positioning
20
Contact Centre Management Project
Evidence-based practice and research literacy · Pricing, value articulation and professional fees · Project roles and the project manager · Stakeholder satisfaction
Professional ElectivesModules 21–30 · common to all GLI certifications · broaden your professional range
21
Strategic Communication and Executive Presentation
Vision, purpose and translating direction into work · Audience-centred communication and message structure · Executive leadership: the board interface and enterprise stewardship · Persuasive structure: framing, evidence and the ask
22
Leadership and Team Effectiveness
Leadership identity, style and the limits of style · Leadership assessment, feedback and continuous self-review · Leadership versus management and when each is needed · Situational and adaptive leadership
23
Analytical Thinking and Evidence-Based Reasoning
Creativity and critical-thinking development · Analytical techniques and bias · Evidence-based improvement · Problem framing: symptoms, definition and scope
24
Professional Decision-Making
Managerial decision-making, bias and decision rights · Escalation and decision-making · Decision support: briefs, options and judgement under pressure · Decision frameworks: criteria, weighting and trade-offs
25
Negotiation, Influence and Stakeholder Management
Negotiation preparation: interests, options and the walk-away · Power, followership and organisational politics · Negotiation: preparation, interests and value creation · Concessions, anchoring and the shape of a bargain
26
Project and Execution Management
Proposals, bids and the business case · Project roles and the project manager · Developing the project business case · Planning, scheduling and personal workflow systems
27
Financial Literacy for Professionals
Financial reporting standards and their application · Financial management for the operating manager · Liquidity, funding and balance sheet management · Management accounting: costing, budgeting and decision support
28
Digital Skills, AI and Technology for Professionals
Digital workplace, collaboration and user support · Productivity, collaboration and workflow tools · Tools for interaction and collaboration · Working with data: quality, interpretation and honest presentation
29
Ethics, Governance and Professional Accountability
Ethical leadership: integrity, tolerated behaviour and moral courage · Ethics, conduct and speaking up · Business development risk, ethics and integrity · AI for managers: adoption, oversight and governance
30
Personal Effectiveness, Productivity and Career Growth
Emotional competence: awareness, regulation and expression · Self-awareness, strengths and the accuracy of self-image · Emotional intelligence and self-regulation · Priority: outcomes, importance and the urgency trap

Every module opens in the learning portal with its full lesson set, worked examples, further reading and video masterclasses. 30 modules · 150 lessons.

Learning Outcomes

What You Will Achieve

  • Contact Centre Workforce Structures — applied to your own work
  • Call Routing Architecture — applied to your own work
  • Contact Centre Queue Management — applied to your own work
  • Agent Scheduling Systems — applied to your own work
  • Contact Centre Capacity Planning — applied to your own work
  • Contact Centre Service Levels — applied to your own work
Enrolment Process

How to Get Certified

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Step 3: Study in the GLI Learning Portal
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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Step 4: Pass, Get Certified & Verified
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.

Graduate Voices

What Our Alumni Say

“

The curriculum was directly applicable to my daily work. I immediately applied what I learned and saw results within weeks of completing the programme.

Customer Experience Director
Private Sector
“

GLI's certification is the most practical professional programme I have attended. The international frameworks gave me credibility with my employer and clients.

Service Operations Manager
NGO Sector
“

I earned my CCACCCM while working full-time. The self-paced format made it possible, and the quality of the content is genuinely world-class.

Contact Centre Lead
Government
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