Call Center Management Practice Exam
Call Center Management Practice Exam
About Call Center Management Exam
The Call Center Management Certification shows that you have the skills to lead, manage, and improve call center operations. It proves your ability to handle teams, meet customer service goals, and maintain quality. This certification is ideal for those looking to become call center managers, team leaders, or operations heads. It helps you stand out in job searches, especially in BPOs, customer support centers, and telecom companies. Certified professionals are trusted to improve customer experience, manage performance, and reduce costs. Companies across India and the globe value certified managers who bring better service results and strong team leadership.
Who should take the Exam?
This exam is ideal for:
- Call Center Team Leaders
- Customer Service Supervisors
- BPO Managers and Executives
- Call Center Trainers and Quality Analysts
- Operations Managers
- HR or Workforce Planning Professionals
- Aspiring Team Leaders or Fresh Graduates in Customer Service
- Customer Success Professionals
Skills Required
- Leadership and team management
- Call center operations planning
- Customer service performance tracking
- Conflict and issue resolution
- Call quality monitoring and improvement
- Staffing and scheduling strategies
- Communication and coaching skills
- KPI setting and performance management
Knowledge Gained
- How to manage and motivate call center teams
- How to monitor and improve call quality
- Understanding key call center metrics and KPIs
- Managing shift schedules and staffing
- Handling escalations and difficult situations
- Using reports to drive improvements
- Best practices in customer service delivery
- Training and performance improvement techniques
Course Outline
The Call Center Management Exam covers the following topics -
Domain 1 - Introduction to Call Center Management
- Role of a call center manager
- Overview of inbound and outbound operations
Domain 2 - Customer Service Fundamentals
- Customer satisfaction and retention
- Handling complaints and escalations
Domain 3 - Workforce and Shift Management
- Scheduling and forecasting
- Managing absenteeism and turnover
Domain 4 - Performance Metrics and KPIs
- Key metrics: AHT, CSAT, FCR, etc.
- Analyzing and using reports
Domain 5 - Team Leadership and Communication
- Coaching and feedback
- Motivation techniques
Domain 6 - Quality Assurance and Monitoring
- Call monitoring practices
- Setting and maintaining quality standards
Domain 7 - Technology in Call Centers
- CRM tools and ticketing systems
- Automation and AI in call centers
Domain 8 - Crisis and Conflict Management
- Dealing with stress and complaints
- Conflict resolution techniques
