Call Center & Customer Operations Training Program
1. Purpose
This document defines the role-required training for the call center and customer operations population. It supports new hires in their first thirty days, role changes within customer operations, and ongoing quality-monitoring readiness.
2. Program Summary
| Course Code | Title | Delivery Mode | Deadline |
|---|---|---|---|
| CCO-101 | Customer Operations Orientation | Blended | Day 5 |
| CCO-110 | Voice Handling Skills | Blended | Day 14 |
| CCO-120 | Customer Service Standards | Blended | Day 14 |
| CCO-201 | Service Desk Tooling Fundamentals | Blended | Day 14 |
| CCO-210 | Escalation Procedures | Self-paced online | Day 14 |
| CCO-220 | De-escalation Techniques | Instructor-led virtual | Day 30 |
| CCO-301 | Customer Data Privacy in Support Contexts | Blended | Day 14 |
| CCO-310 | Knowledge Management & Article Authoring | Self-paced online | Day 30 |
| CCO-401 | Quality Monitoring Criteria | Blended | Day 60 |
| CCO-501 | Workforce Management Analyst Foundations | Blended | Day 30 |
| CCO-601 | Customer Operations Supervisor Foundations | Blended | Day 60 |
3. Orientation and Core Skills
CCO-101: Customer Operations Orientation
- Category: Role-Required
- Intended Audience: All call center and customer operations roles
- Delivery Mode: Blended
- Duration: 8 hours over the first week
- Completion Deadline: Day 5
- Prerequisites: NEW-101; NEW-103
- Assessment Method: Knowledge check
- Compliance Flag: None
- Recertification Cadence: On role change
- Owner: Customer Operations Training
- Status: Active
CCO-110: Voice Handling Skills
- Category: Role-Required
- Intended Audience: Call center agents, senior call center agents, service desk agents, inside sales
- Delivery Mode: Blended
- Duration: 6 hours over two sessions
- Completion Deadline: Day 14; before first live customer call
- Prerequisites: CCO-101
- Assessment Method: Observed evaluation by a certified coach using a VoiceClear H2 Pro headset (HW-CAT-007)
- Compliance Flag: None
- Recertification Cadence: Biennial
- Owner: Customer Operations Training
- Status: Active
CCO-120: Customer Service Standards
- Category: Role-Required
- Intended Audience: All customer-facing roles within Customer Operations
- Delivery Mode: Blended
- Duration: 4 hours
- Completion Deadline: Day 14
- Prerequisites: CCO-101
- Assessment Method: Scored exam (passing threshold 80%) and observed evaluation
- Compliance Flag: None
- Recertification Cadence: Biennial
- Owner: Customer Operations Training
- Status: Active
CCO-201: Service Desk Tooling Fundamentals
- Category: Role-Required
- Intended Audience: Call center agents, service desk agents
- Delivery Mode: Blended
- Duration: 8 hours over two sessions
- Completion Deadline: Day 14
- Prerequisites: CCO-101
- Assessment Method: Practical demonstration in a training-mode environment
- Compliance Flag: None
- Recertification Cadence: On tool-set change
- Owner: Customer Operations Training
- Status: Active
4. Escalation and De-escalation
CCO-210: Escalation Procedures
- Category: Role-Required
- Intended Audience: All Customer Operations roles handling customer interactions
- Delivery Mode: Self-paced online
- Duration: 60 minutes
- Completion Deadline: Day 14
- Prerequisites: CCO-101
- Assessment Method: Knowledge check
- Compliance Flag: None
- Recertification Cadence: On procedure change
- Owner: Customer Operations Training
- Status: Active
CCO-220: De-escalation Techniques
- Category: Role-Required
- Intended Audience: Call center agents, senior call center agents, supervisors
- Delivery Mode: Instructor-led virtual
- Duration: 4 hours
- Completion Deadline: Day 30
- Prerequisites: CCO-110; CCO-120
- Assessment Method: Practical demonstration in a role-play environment
- Compliance Flag: None
- Recertification Cadence: Biennial
- Owner: Customer Operations Training
- Status: Active
5. Privacy and Knowledge Management
CCO-301: Customer Data Privacy in Support Contexts
- Category: Mandatory (Customer Operations)
- Intended Audience: All Customer Operations roles handling customer data
- Delivery Mode: Blended
- Duration: 2 hours
- Completion Deadline: Day 14; before first customer-account access
- Prerequisites: NEW-104; SEC-101; SEC-201
- Assessment Method: Scored exam (passing threshold 85%)
- Compliance Flag: Customer-data privacy
- Recertification Cadence: Annual
- Owner: Information Security Office and Customer Operations Training
- Status: Active
CCO-310: Knowledge Management & Article Authoring
- Category: Role-Required
- Intended Audience: Customer service representatives (hybrid), senior call center agents
- Delivery Mode: Self-paced online
- Duration: 2 hours
- Completion Deadline: Day 30
- Prerequisites: CCO-101
- Assessment Method: Authoring exercise reviewed by a knowledge-management editor
- Compliance Flag: None
- Recertification Cadence: On style-guide change
- Owner: Customer Operations Training and Knowledge Management
- Status: Active
6. Quality and Workforce Management
CCO-401: Quality Monitoring Criteria
- Category: Role-Required
- Intended Audience: Senior call center agents, floor leads, supervisors, quality monitors
- Delivery Mode: Blended
- Duration: 4 hours
- Completion Deadline: Day 60
- Prerequisites: CCO-110; CCO-120; CCO-220
- Assessment Method: Calibration exercise across recorded interactions
- Compliance Flag: None
- Recertification Cadence: Annual
- Owner: Customer Operations Training and Quality Operations
- Status: Active
CCO-501: Workforce Management Analyst Foundations
- Category: Role-Required
- Intended Audience: Workforce management analysts
- Delivery Mode: Blended
- Duration: 12 hours over three weeks
- Completion Deadline: Day 30
- Prerequisites: CCO-101
- Assessment Method: Capstone exercise
- Compliance Flag: None
- Recertification Cadence: Biennial
- Owner: Customer Operations Training and Workforce Management
- Status: Active
CCO-601: Customer Operations Supervisor Foundations
- Category: Role-Required
- Intended Audience: Customer operations supervisors
- Delivery Mode: Blended
- Duration: 16 hours over four weeks
- Completion Deadline: Day 60
- Prerequisites: CCO-101; CCO-220; CCO-401; LDR-101
- Assessment Method: Capstone exercise
- Compliance Flag: None
- Recertification Cadence: Biennial
- Owner: Customer Operations Training and Leadership Development
- Status: Active
7. Role-Based Training Requirements
| Role | Required Customer Operations Courses | Deadline | Recert |
|---|---|---|---|
| Call Center Agent | CCO-101; CCO-110; CCO-120; CCO-201; CCO-210; CCO-220; CCO-301 | Day 14/30 | Annual (CCO-301); Biennial (CCO-220) |
| Senior Call Center Agent / Floor Lead | CCO-101; CCO-110; CCO-120; CCO-201; CCO-210; CCO-220; CCO-301; CCO-401; LDR-101 | Day 30/60 | Annual / Biennial |
| Customer Service Representative (Hybrid) | CCO-101; CCO-120; CCO-210; CCO-301; CCO-310 | Day 14/30 | Annual |
| Workforce Management Analyst | CCO-101; CCO-501; SEC-201 | Day 30 | Annual |
| Customer Operations Supervisor | CCO-101; CCO-401; CCO-601; LDR-101; LDR-201 | Day 60 | Biennial |
| Service Desk Agent (engineering org) | CCO-110; CCO-201; CCO-210; CCO-301; ENG-510 | Day 30 | Biennial |
8. Customer-Account Access Gating
Until CCO-301 is complete, the agent is restricted to training-mode environments and cannot access live customer-account data. The supervisor confirms completion in the L&D administration tool before granting production access.
9. Continuous Coaching
Every Customer Operations role receives a structured monthly coaching session anchored to the CCO-401 quality criteria. Coaching sessions are tracked in the L&D administration tool. Coaching is not a course but does contribute to recertification eligibility for CCO-220 and CCO-401.