Certified Contact Center Manager (CCCM)

What is CCCM Certification?

Achieving the esteemed Certified Contact Center Manager (CCCM) certification is a testament to your resolute dedication to advancing strategic leadership within the dynamic realm of contact center management. This certification underscores your proactive involvement in steering contact center operations, complemented by a robust track record of hands-on experience and successful mastery of an advanced examination tailored to intricate managerial principles.

As a Certified Contact Center Manager, you distinguish yourself as an accomplished leader, steering the course toward strategic initiatives and operational excellence in the contact center domain. This certification underscores your capacity to not only navigate challenges but also to envision and implement innovative solutions, elevating overall efficiency within the dynamic context of contact center management.

By attaining the Certified Contact Center Manager (CCCM) certification, you not only elevate your professional standing but also solidify your position as a trusted leader in contact center management. Your strategic expertise becomes a cornerstone upon which colleagues and employers confidently rely, ensuring effective team guidance and substantial contributions to the ongoing success and esteemed reputation of our organization. Propel your career to new heights, showcasing your prowess in strategic leadership and making an indelible impact on the continued excellence of your contact center with the CCCM certification.


Who is it for?

The Certified Contact Center Manager (CCCM) certification is tailored for seasoned professionals with a robust background in contact center management. This certification acknowledges your comprehensive experience and successful completion of an advanced examination, emphasizing strategic management principles within the dynamic landscape of contact center operations.

Whether you currently hold a managerial role in contact center operations or aspire to advance to such a position, the CCCM certification is your key to formal recognition. Showcase your strategic leadership capabilities, elevate your credentials, and make a lasting impact on the success and efficiency of contact center operations with the CCCM certification.


How is it assessed?

To obtain the CCCM certification, you must pass a 200 multiple-choice question exam (MCQ).

Once completed, the exam will be system-scored and immediately provide a result of “Pass” or “Fail.” A score of 65% or more is required to pass the exam.

By passing the CCCM exam with a score of 65% or higher, you will receive the globally recognized CCCM certification! The CCCM certification is valid for a period of three years. At the end of this period the candidate must re-certify.

If a candidate fails the exam they may retake it by re-registering and paying 50% of the exam fee. There is no limit on the number of times a candidate may take the exam.


What are the study routes available?

Our certifications are flexible to suit all learning styles, needs and budgets. Whether you prefer to learn independently or would prefer the support from one of our approved training providers, there is a study route for you.

  • ICSRM On-demand Study Route: Study for your certification exam with our online learning platform for a seamless and interactive learning experience. With our flexible, tutor-led learning platform, you can study anytime, anywhere and at your own pace.
  • Approved Training Centre Route: Choose to study at one of our approved training providers and benefit from structured tutor led learning, that will help you prepare for your upcoming exams. Depending on your centre, you can study face-to-face or via online distance learning.


What are the topics covered?

The comprehensive online CCCM examination covers the following topics:

  • A Strategic Partner to the Business
  • Managing Operation
  • Customer Relationship Management (CRM)
  • Managing Customer Satisfaction
  • Planning Customer Satisfaction Research on Contact Center
  • Managing Technology
  • Managing People & Performance
  • Managing a Business Unit


What are the associated fees?

Exam & Membership £380 GBP
On-demand Study Route £150 GBP
Training Centre Route DBP


DBP: Decided by training providers

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