The CIAC Certification Process

Here's the certification process in more detail to help you understand the components, cost and suggested timeframe of the program.

Certification training has been developed specifically to help you achieve the following CIAC credentials:

• CIAC-Certified Strategic Leader - Requires one-year experience in a strategic call center management position. Typical title is vice president or director.
• CIAC-Certified Operations Manager - Requires one-year experience in a operational call center management position. Typical title is manager.
• CIAC-Certified Management Consultant - Intended for senior level call center consultants.
• CIAC-Certified Management Apprentice - Intended for individuals wishing to pursue a career in call center management.

These credentials are based on your current job responsibilities and are not stepping stones to one another. Each certification holds the same powerful recognition - just for different job roles.

Which credential is right for me?

We offer three certification training options:

• Study Guides - Purchase ICMI's study guides for the most thorough self-study review available. (You'll need four study guides to complete certification.)
• Web Study Courses - Learn from the experts, get practice through online quizzes and discover ways to apply what your learning through application assignments. You'll be surprised at how much you'll learn through these innovative courses. Over 100 call center professionals have already benefited from these courses. (You'll need four web study courses to complete certification.)
• On-Site Study Courses - These classroom study courses are offered to private organizations wishing to have multiple managers certified. (You'll need four on-site study courses to complete certification.)

There is a separate study guide or study course for each of the four knowledge assessments:

• People Management
• Operations Management
• Customer Relationship Management
• Leadership & Business Management

View the Certification Training Outlines for more detail on each topic.

Purchase your CIAC testing package from Call Center Learning Solutions and complete the four knowledge tests on:

• People Management
• Operations Management
• Customer Relationship Management
• Leadership & Business Management

We recommend you complete each test immediately following your study for that module. For example, you might take the Operations Management Web Study Course, then take that test. Then, you might take the People Management Web Study Course and then take that test. You'll continue this process until you've pass all four knowledge assessments.

At anytime in the certification process, you can initiate your 360° Review. This instrument and process is used to assess behavioral characteristics. The certification candidate completes the assessment, as does his/her manager(s), peers, and direct reports. A Feedback Report on the assessment outcome is provided to the candidate.

* Only CIAC-Certified Strategic Leaders and CIAC-Certified Operations Managers are required to complete the 360 review.

Once all four knowledge assessments have been passed, a candidate can initiate the Work Product Assignment. It is used to determine the certification candidate's hands-on mastery of required knowledge and skills through a structured on-the-job application of the competencies resulting in a work sample.

* Only CIAC-Certified Strategic Leaders and CIAC-Certified Operations Managers are required to complete the work product.

Sample Timeline

1st Quarter


Complete ICMI Web Study Course on Operations Management
Take Operations Management Assessment

2nd Quarter


Complete ICMI Web Study Course on People Management
Take People Management Assessment
Complete 360 Review
(Note: Applies only to CIAC-Certified Strategic Leader and CIAC-Certified Operations Manager and can be completed at any time in the process.)

3rd Quarter


Complete ICMI Web Study Course on Customer Relationship Management
Take Customer Relationship Management Assessment

4th Quarter


Complete ICMI Web Study Course on Leadership & Business Management
Take Leadership & Business Management Assessment
Complete Work Product
(Note: Applies only to CIAC-Certified Strategic Leader and CIAC-Certified Operations Manager and can only be completed after all four knowledge tests have been passed.)

Costs of CIAC Certification

CIAC-Certified Strategic Leader or CIAC-Certified Operations Manager

Assessment package purchased from Call Center Learning Solutions
$1075.50

Preparation (choose one option):

Study Guides (four guides)
$199.00/each for total of $796.00

Web Study Courses (four courses)
$899.00/each for total of $3596.00

On-Site Study Courses (four courses)
Pricing varies; contact inquiries@callcentertraining.com for a proposal

CIAC-Certified Management Consultant or CIAC-Certified Management Apprentice

Assessment package purchased from Call Center Learning Solutions
$540.00

Preparation (choose one option):

Study Guides (four guides)
$199.00/each for total of $796.00

Web Study Courses (four courses)
$899.00/each for total of $3596.00

On-Site Study Courses (four courses)
Pricing varies; contact inquiries@callcentertraining.com for a proposal

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