What is the Certified Call Centre Operations Specialist?

The Certified Call Centre Operations Specialist is a globally recognised professional certification by the Global Leadership Institute (GLI), designed to equip professionals with advanced competencies in Soft Skills & Personal Dev..

How long does this certification take?

The programme is 11 Week and can be completed at your own pace through our self-paced online option, or alongside live virtual sessions.

Is this certification globally recognised?

Yes. GLI certifications are internationally recognised and carry CPD credits, making them valuable for career advancement worldwide.

What level is this certification?

This is a Advanced Level certification, suitable for professionals with relevant experience or background in the field.

You can enrol by emailing info@leadership.co.ke, contacting us via WhatsApp at +254 722 223 084, or filling the enrolment form below.

Certified Call Centre Operations Specialist (CCACOS) | Online Certification

Executive Summary

Certified Call Centre Operations Specialist

Designed for today’s high-impact professionals, the Certified Call Centre Operations Specialist (CCACOS) 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 Week programme is structured around recognised customer-experience and service-quality standards, ensuring every graduate applies internationally validated methods to real-world challenges.

GLI’s CCACOS 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 Operations Specialist

Acronym

CCACOS

Who Should Enrol?

Retention and Lifetime Value — applied to your own work
Service Standards and Measurement — applied to your own work
Conduct and Fair Treatment — applied to your own work
Complaints as Information — applied to your own work
Recovery and First-Contact Authority — applied to your own work
The Journey Behind the Contact — applied to your own work

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

Click any module to explore the detailed curriculum topics included in this certification.

Foundations and Strategic Context of Certified Call Centre Operations Specialist

Certified Call Centre Operations Specialist: industry context, trends and professional standards
Customer service and experience principles
The value of customer-centricity
Customer expectations and satisfaction
The customer experience (CX) discipline
Roles, standards and professional conduct
Service in the omnichannel era
Linking CX to business performance
Ethics and fair customer treatment
Service culture and brand promise
Career pathways and professional development

Retention and Lifetime Value

Customer retention, loyalty and lifetime value
Customer journey mapping and service design
Marketing measurement and attribution
Segmentation, targeting and the useful segment
Data privacy, consent and compliance
Make-versus-buy decisions
Sourcing portfolios (Kraljic)
Global sourcing and trade
Preparing financial statements
Performance and dispute management
Financial reporting frameworks (IFRS/GAAP)
Interpreting financial statements
Performance scorecards and reviews
Integrated and sustainability reporting
Reporting quality and governance

Service Standards and Measurement

Marketing measurement and attribution
Customer journey mapping and service design
Complaint handling and service recovery
Budget vs actual and variance
Cost and profitability analysis
Discovery and needs analysis
Consultative and solution selling
Presenting and demonstrating
Forecasting and planning
Negotiation and closing
Pipeline and opportunity management
Account planning and whitespace
Decision support and insight
Managing complex accounts
Communicating financial results

Conduct and Fair Treatment

Commercial ethics and responsible selling
Complaint handling and service recovery
Brand, reputation and communications
Tenders, proposals and the bid decision
Launching a product into a market
Managing distributors and channel partners
CRM, sales operations and data discipline
Service standards, levels and measuring service
Voice of the customer and acting on feedback
Expanding into regional and export markets
The sales process and methodology
Psychodynamic and psychoanalytic approaches
Coaching and skill development
Attachment and developmental theory
Territory and quota planning

Complaints as Information

Complaint handling and service recovery
Customer journey mapping and service design
Customer retention, loyalty and lifetime value
Professional roles, boundaries and settings
Ethical principles and codes of practice
Family intervention planning
Peer support and consultation
Sustaining ethical, effective practice
Ethical frameworks and codes of practice
Record-keeping and data protection
Client feedback and satisfaction
Evidence-based improvement
Managing risk and difficult cases
Lessons learned and development
Driving effective, ethical outcomes

Recovery and First-Contact Authority

Complaint handling and service recovery
Customer journey mapping and service design
Commercial ethics and responsible selling
Consultative selling and understanding the buyer
Market research and customer insight methods
Campaign planning and the content calendar
Digital channels and performance marketing economics
Negotiation and closing commercial deals
Key account management and account planning
CRM and sales technology
Sales analytics and metrics
Forecasting and pipeline health
Performance management in sales
Building high-performing sales teams
Customer data and CRM

The Journey Behind the Contact

Customer journey mapping and service design
Complaint handling and service recovery
Customer retention, loyalty and lifetime value
Designing and facilitating groups
Psychoeducation and workshops
Working with organisations on wellbeing
Designing an intervention or programme
Ethical, risk and feasibility considerations
Professional case study and presentation
Evidence-based practice
Risk assessment and safety planning
Treatment planning and review
Structural and strategic approaches
Managing complexity and comorbidity
Working with conflict and change

International Markets

Transfer pricing and international tax
Cross-border data and transfers
Cross-cultural and global inclusion
Global and comparative HR contexts
Global sourcing and international trade
International and cross-border tax
Workplace and organisational contexts
Traceability, certification and export requirements
Key global frameworks: FAO, GlobalG.A.P., SDGs and national strategies
Agribusiness marketing, branding and export readiness
Grades, standards and export certification (GlobalG.A.P.)
The agricultural sector: systems, actors and global food value chains
Export readiness and standards

Change and Adoption

Large-scale transformation and agile ways of working
Soil chemistry, pH and cation exchange capacity
Delivering technology change that people adopt
Transformation versus incremental change
Designing a transformation programme
Sustaining transformation and preventing reversion
Variations, claims and delay: managing change on site
Change talk and readiness
Habit change and behaviour design
Stages of change and readiness
Change control and configuration
The finance function and digital transformation
Regulatory change management
Goal setting and action planning
Accountability and follow-through

People and Incentives

Workforce management and scheduling
Workforce planning and scheduling
Employee experience and engagement
Customer and employee satisfaction
Employee engagement models and drivers
The employee lifecycle and HR value chain
Strategic workforce planning and demand forecasting
Communicating risk to the workforce
Workforce and shift management in retail
Wellbeing and resilience coaching
Digital HR and the employee experience platform
Data protection and employee privacy
Belonging, culture and employee resource groups

Sustainability

The business case for productivity, quality and sustainability
Monitoring, evaluation and sustainability plan
Sustainability certification and standards
Responsible and sustainable banking
Sustainable and green banking
Control environment and risk assessment
Emerging assurance areas (ESG)
Sustainability, ESG and integrated value
Measuring coaching outcomes
The regulatory and legal environment
Trends: ESG, transparency and stakeholder capitalism
The project environment and stakeholders
Sustainability and social impact in projects
Market analysis and environmental scanning
Sustainability and responsible marketing

Learning and Research

Strengths, flow and engagement
Complaint data and learning
Cognitive load and learning science
The learning and development profession
Learning strategy and business alignment
Learning cultures and the learning organisation
Blended and hybrid learning design
Motivation and self-directed learning
Training needs analysis and learning strategy
Knowledge management and capability building
Monitoring, evaluation and learning for accountability
Lessons learned and knowledge management
Meaning, purpose and values

Markets and Customers

Route to market and channel design
Value proposition and differentiation
Market access, buyers and contract farming
Digital and market transformation
Agricultural value chains and market linkages
Regulatory compliance and market requirements
Market systems and price discovery
Market linkages and aggregation
Demand analysis and market intelligence
Branding and product differentiation
Customer experience transformation
Customer experience strategy
Customer journey mapping
Voice of the customer programmes
Reducing customer effort

Selling Practice

The sales pipeline and forecasting discipline
Marketing and sales KPIs and dashboards
Funnel, pipeline and conversion metrics
Commercial negotiation and value capture
Designing a marketing or sales strategy
Key account management strategy
Account planning and whitespace analysis
Managing large and complex accounts
Sales analytics and forecasting tools
E-commerce and marketplace selling
Field sales and territory management
Farm records, bookkeeping and management accounting
Business planning and bankable proposal development
Complaints, redress and accountability
Negotiation and influencing

Customer Experience

Destination, venue and experience products
Customer retention in the vehicle ownership cycle
Service quality and the passenger experience in transport
Customer loyalty and repeat purchase in retail
Outcome and process measures
Complaints, accountability and fitness to practise
Customer success and retention
Customer experience and journey mapping
Journey and process redesign
Professional ethics in customer service
Customer service and CX strategy
Customer and journey analysis
Designing a service or experience improvement
Relationship management and retention
Loyalty programmes and rewards

Digital Channels

Social media management: platforms, communities and algorithms
Telehealth and digital care delivery
Evidence-based practice and research literacy
Ethics of technology in practice
Automation in project delivery
Emerging project technologies
Digital disruption and modern go-to-market
Digital and data-driven go-to-market
Digital marketing strategy
Email and marketing automation
Marketing technology stack
Digital, mobile and internet banking
Digital disruption and the future of banking
Digital transformation in banking
Branch-to-digital migration

Evidence and Analytics

Data, analytics and customer insight
Data analytics in audit
Evidence, judgement and scepticism
Metrics and reporting
Data migration and cleansing
Data governance frameworks and roles
Data privacy law and compliance (GDPR)
Data quality and stewardship
Consent, rights and data subject requests
Data breach and incident governance
Building trust through data governance
Measurement and analytics for media and social campaigns
Health records, data and confidentiality
Analytical techniques and bias
Data visualisation for finance

Commercial Finance

Pricing, price architecture and discounting
Financial risk in projects
Cost estimation and budgeting
Time and cost control
Managing schedule and budget performance
Marketing planning and budgeting
Value-based and dynamic pricing
Revenue management and yield
Forecasting revenue and demand
Budget, ROI and feasibility analysis
Pricing strategy
Financial statement and cash-flow analysis
Loan structuring, pricing and covenants
Funds transfer pricing
Development banking and project finance

Distribution and Supply

Procurement and contract value
Procurement and contract management
Go-to-market and channel strategy
Input supply, agro-dealers and last-mile distribution
Omnichannel and channel management
Touchpoint and channel design
Operational efficiency and channel management
Banking products, services and delivery channels
Supply market analysis
Supply analysis, gaps and scenario planning
Talent sourcing channels and pipelines
Procurement’s contribution to organisational strategy
Public versus private procurement
Supply markets and the enabling environment
Digital procurement and the future of the profession

Communication

Communication and conflict patterns
Management reporting and decision support
Regulatory reporting and disclosure
Board reporting and information flows
Governance of ESG and reporting
Communicating and reporting to leadership
Conflict resolution and mediation
Management and board reporting
Safety communication and campaigns
Environmental monitoring and reporting
Incident reporting and record-keeping
Communicating vision and telling stories
Executive communication and presence
Cross-cultural communication
Sustainability reporting and disclosure

Leadership and Teams

Delegating for development
Quality management and standards
Category management and strategy development
Data quality and master data management
Security governance and management systems
Key account management
Tax risk management
Strategy and performance management systems
Property management and facility operations
Programme cycle management in NGOs
Grant compliance and restricted funding management
Data, records and confidentiality tech
Procurement and stock management for health commodities
Management accounts and dashboards
Duty of care and risk management

Performance and Targets

Performance management systems and cycles
Performance measurement and KPI dashboards
Linking performance to reward and consequence
Continuous feedback and performance conversations
Practice management systems
Policy, planning and objectives
Strategy execution and the balanced scorecard
Managing team performance and dynamics
High-performance team rituals and cadence
Contract performance and exit
Retail performance metrics: sales densities, conversion and basket
Project KPIs and performance metrics
Setting objectives and marketing KPIs
Dashboards and performance reporting
Capacity and performance management

Capability Development

Building a coaching culture
Measuring coaching and mentoring impact
Capability and skills frameworks
Leadership and management development
Coaching models and frameworks (GROW)
Coaching leaders and managers
Building a personal HR development plan
Competency framework development
Succession planning and talent pipelines
Facilitation, coaching and mentoring
High-potential identification and talent reviews
Coaching and developing team members
Sales enablement and coaching
Gender, youth and social inclusion in agricultural development
Career pathways and continuing professional development

Strategic Context

Scaling technologies and business models
Psychometric and screening tools
Managing growth, risk and resilience
Emerging tools and innovation
Sustaining strategic customer focus
Communications strategy and planning
Category management and strategy
Competitive bidding processes
Financial inclusion strategy
Strategic analysis: PESTLE, SWOT and Porter’s Five Forces
Real options and strategic investment
Competitive analysis and differentiation
Product and portfolio strategy
Brand and reputation as strategic assets
Growth strategy and demand generation

Risk and Compliance

Working with referrers and multidisciplinary teams
Contract types and risk allocation
Contract governance and compliance
Environmental, social and governance (ESG)
Likelihood, impact and risk rating
Risk treatment and countermeasures
Intelligence-led risk assessment
Continuous risk monitoring
Programme governance
Tax administration and compliance
Tax compliance and returns
Communicating with families and carers
Compliance monitoring and enforcement
Real estate regulation, licensing and professional conduct
NGO governance, boards and registration

Legal and Terms

Goal setting and contracting
Advocacy and policy engagement
Contract farming, aggregation and out-grower schemes
Contract farming and out-grower schemes
Contract law and formation
Contract exit and renewal
Health and safety legal duties
Employment relationship and the psychological contract
Legal and regulatory responsibility
Environmental legal compliance
Legal, cost and feasibility analysis
Professional writing and reports
Subcontractor and supplier management
Legal responsibilities and professional bodies
Contractor and visitor safety

Campaigns and Projects

Project governance frameworks
Compliance and regulatory projects
Leading project governance
Building project management maturity
Project management maturity assessment
Developing the project business case
Project budgeting and financial control
Realising and measuring project value
Capstone scoping: a real project or programme
Designing the project plan and schedule
Project initiation and chartering
Web and campaign analytics
Web, campaign and funnel analytics
Leading campaigns and sales projects
Agri-enterprise planning and farm records

Operations

Customer-centric operating models
Operational efficiency and productivity
Reconciliation and end-of-day processes
Operating-model and process re-engineering
Service quality and turnaround metrics
Designing a banking solution or process
Principles of credit and the lending process
Process and control documentation
Quality assurance of audit
Business process mapping
The HR function: roles, operating models and value creation
Process improvement and lean thinking
Productivity and efficiency improvement
The procurement cycle and operating models
Data quality and the fitness-for-purpose test

Relationships and Partners

The business partner and centre-of-excellence model
Influencing and safety leadership
Influencing and persuasion
Categories of spend and stakeholders
Strategic customer relationships
Managing boundaries and dual relationships
Psychoeducation and public communication
Stakeholder rights and fair treatment
Delivery, quality and stakeholder plan
Stakeholder identification and analysis
Stakeholder engagement strategy
Stakeholder mapping and collaboration
Influencing and presenting insights
Managing difficult stakeholders
Stakeholder mapping in banking

Ethics and Conduct

Professional ethics and banking conduct
Treating customers fairly and market conduct
Integrity, confidentiality and conflicts
Anti-corruption and financial-crime ethics
Data ethics and customer privacy
Bribery, corruption and conduct risk
Ethics and independence
Ethics in communications
Corporate social responsibility communications
Ethics and professional standards in finance
Responsibility accounting and cost centres
Sustainability and climate responsibility
Ethics and responsible leadership
Professional standards and ethics (CIPS)
Sustainability and responsible sourcing

Learning Outcomes

What You Will Achieve

Retention and Lifetime Value — applied to your own work
Service Standards and Measurement — applied to your own work
Conduct and Fair Treatment — applied to your own work
Complaints as Information — applied to your own work
Recovery and First-Contact Authority — applied to your own work
The Journey Behind the Contact — applied to your own work

Enrolment Process

How to Get Certified

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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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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 CCACOS certification?

The Certified Call Centre Operations Specialist (CCACOS) 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 CCACOS?

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 CCACOS certification take to complete?

The programme is structured over 11 Week 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 CCACOS 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 CCACOS certification?

The Certified Call Centre Operations Specialist is offered in two formats: Self-Paced at USD 449 and Live Virtual at USD 649. Corporate group rates are available for organisations enrolling 5 or more participants. Contact GLI for a bespoke corporate training quotation.

What does the CCACOS 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 CCACOS?

The Certified Call Centre Operations Specialist 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 CCACOS?

The Certified Call Centre Operations Specialist carries Continuing Professional Development (CPD) credits, which can be applied towards professional body requirements including recognised international professional associations.

Can I study the CCACOS 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 CCACOS?

Graduates progress towards senior customer-experience and service-operations roles. The CCACOS 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.

Certified Call Centre Operations Specialist

Certified Call Centre Operations Specialist

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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