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 (CCACCCM)

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

The full programme, module by module.

1

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

2

Capacity, Queues and the Roster

Service level agreements, queues and capacity · First contact resolution and the cost of repeat contact · Measuring customer experience honestly · Service standards, levels and measuring service

3

First Contact Resolution

First contact resolution and the cost of repeat contact · Service level agreements, queues and capacity · Designing service across channels the customer actually uses · Segmentation, targeting and the useful segment

4

Coaching and Quality Monitoring

Frontline coaching, quality monitoring and team culture · Handling a difficult conversation at the front line · Measuring customer experience honestly · Launching a product into a market

5

Channel Strategy

Designing service across channels the customer actually uses · Digital service, self-service and automation limits · First contact resolution and the cost of repeat contact

6

Measuring Without Gaming

Measuring customer experience honestly · Voice of the customer: from listening to change · Frontline coaching, quality monitoring and team culture

7

Protecting the Team

Frontline coaching, quality monitoring and team culture · Handling a difficult conversation at the front line · Serving vulnerable and diverse customers

8

Leadership and Management

Patching and change management · DevOps, CI/CD and release management · Cost, performance and capacity management · Storage, drying and stock management

9

Communication

Presenting learning proposals and impact · Professional portfolio and presentation · Writing learning objectives and outcomes · Presentation and public-speaking skills

10

Data and Measurement

Complaint data and learning · Service analytics and dashboards · Text and interaction analytics · Data privacy and consent

11

Technology and Channels

Digital and self-service transformation · Closed-loop feedback systems · CRM systems and customer data · Customer service technology stack

12

Governance and Compliance

Managing risk and difficult cases · Risk assessment and safety planning · Financial reporting frameworks (IFRS/GAAP) · Project governance and assurance

13

Rights, Policy and Protection

Legal, cost and feasibility analysis · Policy, planning and objectives · Contractor safety and shared workplaces · HSE legal duties and enforcement

14

Cost and Value

Operational efficiency and cost-to-income · Loan structuring, pricing and covenants · Funds transfer pricing · SME lending and value-chain finance

15

Markets and Proposition

HR's role in culture, values and employer brand · Retail performance metrics: sales densities, conversion and basket · Comparable sales analysis and market evidence · The vehicle sales process from enquiry to delivery

16

Change and Improvement

Quality control and continuous improvement · Innovation and new product launch · Continual improvement · Soil chemistry, pH and cation exchange capacity

17

Planning and Delivery

Delivery and facilitation plan · Continuous improvement of programmes · Crisis, resilience and contingency planning · Leading finance projects and change

18

Stakeholders and Partners

Stakeholder mapping and engagement · Stakeholder mapping and partnering · Stakeholders and users of financial information · Business partnering with the enterprise

19

Workforce and Wellbeing

Managing resistance and engagement · Worker engagement and empowerment · Wellbeing, fatigue and psychosocial risk · Motivation theories and engagement

20

Ethics and Conduct

Regulation, ethics and misinformation in media and telecoms · Ethical principles and codes of practice · Sustaining ethical, effective practice · Ethical frameworks and codes of practice

21

Inclusion and Access

Market access, buyers and contract farming · Gender, youth and social inclusion in agricultural development · Handling vulnerable customers · Identity and access management

22

Health and Wellbeing Context

Toolbox talks and safety communication · Health financing: budgets, insurance and out-of-pocket realities · Industrial utilities, energy and process safety interfaces · Forecasting and planning

23

Public and Community Context

Corporate responsibility and community · Measurement and analytics for media and social campaigns · Psychoeducation and public communication · Sustainability and social impact in projects

24

Strategic Context

Financial strategy and capital allocation · Mergers, funding and growth strategy · Real options and strategic investment · Sustainability strategy and materiality

25

Knowledge and Records

Process and control documentation · Professional writing and documentation · Storyboarding and content development · Content curation and management

26

Cross-Cultural Practice

Vehicle specifications, trims and options in customer language · Managing virtual and cross-cultural teams · Key global frameworks: FAO, GlobalG.A.P., SDGs and national strategies · Cross-cultural communication

27

Learning and Assessment

Project management maturity assessment · Situation analysis and diagnostic assessment · Managing boundaries and dual relationships · Control environment and risk assessment

28

Customer and Service Context

Managing difficult customers · IT operations and service management · Advisory service design and delivery · Innovation in service delivery

29

Operations and Quality

Duty of care and risk management · Energy efficiency and demand management · Service quality and the passenger experience in transport · Reporting quality and governance

30

People and Capability

Coaching and quality monitoring · Training and capability building · Team leadership in customer service · Coaching for performance

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

Capacity, Queues and the Roster — applied to your own work
First Contact Resolution — applied to your own work
Coaching and Quality Monitoring — applied to your own work
Channel Strategy — applied to your own work
Measuring Without Gaming — applied to your own work
Protecting the Team — applied to your own work

Enrolment Process

How to Get Certified

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Step 1: Choose Your Certification

You are viewing Certified Call Centre and Contact Centre Manager — one of GLI's 1,990+ globally recognised professional certifications.

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Step 2: Enrol & Pay Online — Instantly

Click Enrol & Study Online to register and pay securely via Paystack, Visa, Mastercard, M-Pesa or bank transfer. Access is granted the moment payment is confirmed.

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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.

🎓 Enrol & Study Online — Instant Access

Secure checkout · Instant LMS access · Globally verifiable certificate

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

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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