Call Center Associate

PURPOSE
The Call (Contact) Center Associate Certification documents the essential competencies related to customer service, solving customer problems, answering customer questions, and generally meeting customer needs through effective communication and follow through

AUDIENCE
This credential is appropriate all workplace professionals who must communicate with others in writing, orally, and cross-culturally. 

JOB/CAREER REQUIREMENTS
Customer service is typically at the heart of every business, especially for businesses who sell their products and services directly to customers. Even in business-to-business interactions, customer service is essential. There is just too much competition to ignore it or to fail to serve customers with excellence. The contact center is a department in a business that manages customer interactions through multiple channels and technologies. Contact center agents are tasked with solving customer problems, answering customer questions, and generally meeting customer needs through effective communication and follow through. This credential demonstrates that earners have the foundational contact center knowledge and skills to be effective customer service / call (contact) center agents.

CALL (CONTACT) CENTER WORKPLACE TASKS:

• Define high-quality technical customer support.
• Explain the basic role of the contact center in business and excellent customer service.
• Describe the unique needs of different types of customers.
• Explain the role and expectations of the contact center agent.
• Use multiple technologies and communication channels in customer communication. Effectively handle numerous types of difficult customers and situations.
• Effectively apply problem-solving and critical thinking concepts to customer care.
• Apply sales strategies when the opportunity arises in customer communication.
• Explain basic business concepts needed as foundational knowledge for meeting customer needs.
• Discuss the current trends and issues related to various aspects of contact center operation and success.
• Complete a self-evaluation for personal traits and communication skills related to successful contact center communication and customer care.

EXAM STRUCTURE OVERVIEW
Number of Questions in Exam: 155
Total Time: 120 minutes
Overall Passing Score: 70%
(All sections require an individual passing score of 70%)