Certification
Our agents have vision – and so do we!
Every industry has its black sheep. Especially in the call centre industry,
service quality varies highly among the different market players.
Consequently, in recent years, the industry's businesses and employees have
called increasingly for the establishment of uniform, internationally accepted call centre standards.
In response, Call Center Forum e. V. introduced two Personal Competence
Certificates in autumn 2004: Customer Contact Agent
CCF for in- and outbound
telephony and Sales Agent
CCF for sales.
Before an independent testing commission, agents demonstrate the relevant skills, proficiencies,
and personal characteristics needed for their specific call centre responsibilities.
For employees who envision a medium- to long-term career in the call centre industry,
these Personal Competence Certificates are an excellent means of advancing their knowledge and qualifications.
DDS became involved in the creation of the Personal Competence Certificates early on, and now is authorised
to offer preparatory courses towards certification. On its own behalf, DDS is proud to have already seen
several classes of individuals become certified: so far, all of our service representatives have successfully completed
their final exams, which as of this writing is unique in Germany.
More information on certification:
> Certification
