CIAC Certification FAQ's

Q: Who is the CIAC?
Q: What does certification mean?
Q: Who is certification available for?
Q: What are the requirements for each certification designation in the Management Track?
Q: How many assessments are there and over what competencies?
Q: What is a 360° Review?
Q: What is a Work Product Assignment?
Q: What is the passing score for assessments?
Q: What happens if I do not pass an assessment?
Q: Where can I get help to prepare for taking the assessments?
Q: Where and how will the assessments be administered?
Q: How can I register for CIAC Certification testing?

Q: Who is the CIAC?

A: CIAC is a not for profit organization established by the industry to develop, administer, and govern certification for the call center profession. It was formed in response to the need for an objective third party to establish and maintain industry-recognized competencies that define the knowledge, skills, and abilities required for superior job performance and to serve as an impartial, independent organization to award certification and oversee the certification process. CIAC is not a professional association or membership organization; neither does it provide training. CIAC's role is to establish role-specific competencies for individuals that manage and work in call centers; develop and administer certification assessments based on established competencies; award certification based on an individual's ability to demonstrate mastery of the required competencies; and to govern certification on behalf of the call center industry.

Q: What does certification mean?
A: Certification is the process by which the competence of an individual is validated and recognized in a specific area of expertise. Certification indicates you: (1) have demonstrated mastery of a professional body of knowledge and skill, and (2) are dedicated to staying abreast of new developments in the profession. It is an essential tool for maintaining high standards in a profession.

Q: Who is certification available for?

A: The explosive growth of call centers has created a high demand for qualified call center management personnel for these many new organizations. Because of this, the first CIAC Certification, the Management Track, is for individuals that lead and manage call centers. CIAC Certification is also available for individuals pursuing a career in call center management; and senior-level call center consultants. An individual may attain CIAC Certification in the following Management Track designations:

CIAC Certified Strategic Leader (CCSL) - This certification designation is intended for senior executives that are responsible for setting the strategic direction and vision for customer care across all channels of the organization. This role typically has bottom line responsibility for the call center and is responsible for aligning call center objectives with corporate business goals. Typical job titles are vice president, director, and senior-manager. In some organizations the job title manager may have strategic responsibilities. CIAC Certification as a Strategic Leader requires a minimum of one year of experience specifically in a strategic role.

CIAC Certified Operations Manager (CCOM) - This certification designation is intended for individuals that are responsible for managing day-to-day call center operations. This role typically has tactical responsibility for the center including administering the call center budget, and management of customer care staff. The typical job title is manager although in some organizations individuals with the job title of supervisor may have operational responsibilities. CIAC Certification as an Operations Manager requires a minimum of one year of experience specifically in an operational role.

CIAC Certified Management Apprentice (CCMA) - The Apprentice certification designation is intended for individuals that are pursuing a career in call center management through training or other professional development but are presently not working in a call center, or for individuals that are working in a call center but not in a management role. Apprentice Certification is a designation of "certification in progress". Individuals pursuing CIAC Certification in this designation are required to successfully complete the knowledge assessments based on the operational role competencies. (Apprentice certification does not require completion of a Work Product Assignment or 360° Review). After one year of job experience in a call center management role, individuals certified in the Apprentice designation may complete their CIAC Certification in the appropriate designation.

CIAC Certified Management Consultant (CCMC) - This certification designation is intended for senior level call center consultants, ideally who have hands-on experience in call center management. Individuals pursuing CIAC Certification in this designation are required to successfully complete the knowledge assessments based on the strategic role competencies. (Consultant certification does not require completion of a Work Product Assignment or 360° Review).

It is important to note that CIAC has established competencies based on "roles" rather than "jobs" because jobs are more narrowly defined and vary across organizations. Roles more effectively capture the essence of what must be done and how it should be done without being organization or job title/description specific; roles also allow for overlapping of job responsibility.

Q: What are the requirements for each certification designation in the Management Track?

A: The requirements for each certification designation are as follows:

CIAC Certified Strategic Leader - Certification in this designation requires a minimum of one year of experience in a call center strategic management role. A score of 75% or higher is required on all knowledge assessments; on the 360° Review a mean score of 3.0 (on a scale of 0 - 5) is required in each competency area and a 3.5 is required for the total 360° behavioral assessment. Candidates must pass all of the knowledge assessments in order to receive the Work Product Assignment. Testing in each area of competence must be completed within two years from the initial date of registration.

CIAC Certified Operations Manager - Certification in this designation requires a minimum of one year of experience in a call center operational management role. A score of 75% or higher is required on all knowledge assessments; on the 360° Review a mean score of 3.0 (on a scale of 0 - 5) is required in each competency area and a 3.5 is required for the total 360° behavioral assessment. Candidates must pass the knowledge assessments in order to receive the Work Product Assignment. Testing in each area of competence must be completed within two years from the initial date of registration.

CIAC Certified Management Apprentice - Certification in this designation requires a score of 70 percent or higher on all knowledge assessments based on the operational role competencies. This designation does not complete a Work Product Assignment or 360° Review. Testing in each area of competence must be completed within two years from the date of registration.

CIAC Certified Management Apprentice - Certification in this designation requires a score of 70 percent or higher on all knowledge assessments based on the operational role competencies. This designation does not complete a Work Product Assignment or 360° Review. Testing in each area of competence must be completed within two years from the date of registration.

CIAC Certified Management Consultant - Certification in this designation requires a score of 75 percent or higher on all knowledge assessments, based on the strategic role competencies. This designation does not complete a Work Product Assignment or 360° Review. Testing in each area of competence must be completed within two years from the date of registration.

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Q: How many assessments are there and over what competencies?

A: CIAC Certification assess knowledge, skill, and behavioral requirements in the four competency domains established for call center management - People Management; Operations Management; Customer Relationship Management; and Leadership and Business Management.

For each of the four domains, there is a knowledge assessment. The CIAC-Certified Strategic Leader and CIAC-Certified Operations Manager candidates must also complete a Work Product Assignment and a 360° Review.

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Q: What is a 360° Review?

A: A 360° Review is an instrument and process 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.

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Q: What is a Work Product Assignment?

A: A Work Product Assignment is used to determine the certification candidates hands-on mastery of required knowledge and skills through a structured on-the-job application of the competencies resulting in a work sample.

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Q: What is the passing score for assessments?

A: The minimum passing score for knowledge, skills, and Work Product assessments is seventy five percent (75%) for the CIAC Certified Strategic Leader, CIAC Certified Operations Manager and CIAC Management Consultant. The minimum passing score for knowledge, skills, and Work Product assessments is seventy percent (70%) for the CIAC Certified Management Apprentice. The passing scores are required on each assessment. The knowledge assessments are computer-scored. CIAC has developed an evaluation checklist to assess the quality of Work Products. Assessors are industry experts who have been trained in the evaluation of CIAC Certification Work Products. The 360° Review requires a mean value of 3.0 for the CIAC Certified Operations Manager designation and 3.0 for the CIAC Certified Strategic Leader designation (on a scale of 0 - 5) in each competency area. For the total 360° Review, a 3.5 is required for the CIAC Certified Operations Manager designation and 3.5 for the CIAC Certified Strategic Leader designation.

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Q: What happens if I do not pass an assessment?

A: If you do not receive a "Pass" on a knowledge assessment or Work Product you may retake the assessment or submit a revised Work Product. In the event of a FAIL score, CIAC encourages that you review your assessment and seek training or other support, if needed. CIAC encourages trainers to provide job aids, electronic support, and other assistance to adequately prepare individuals for taking the certification assessments. If you re-test in any area of competence, the (re-test) assessment will be different from the original. The Work Product(s) must be resubmitted after making the required changes.

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Q: Where can I get help to prepare for taking the assessments?

A: We offer three certification training options:

Study Guides - Purchase ICMI's study guides for the most thorough self-study review available.

Web-Based Certification 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.

On-Site Certification Study Courses - These classroom study courses are offered to private organizations wishing to have multiple managers certified.

View the ICMI Certification Training Outlines to see what topics will be covered.

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Q: Where and how will the assessments be administered?

A: CIAC provides multiple ways to take the objective assessments. They are administered on-line at independent testing centers; at select colleges and universities; at major industry conferences; and when employer-sponsored, through a company's human resources and/or training department. Refer to the CIAC Online Certification web site for a listing of testing locations. The 360° Review is completed within your organization and sent to CIAC for statistical compilation. CIAC provides you feedback on the results of your 360° Review. Work product assignments are completed at your work place or home and after review with your superior, are submitted to CIAC for evaluation by trained CIAC assessors.

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Q: How can I register for CIAC Certification testing?

A: Begin the registration process for CIAC Certification testing with ICMI. You can purchase an individual test or a testing package directly from ICMI. Once we receive your purchase, you will receive an email with details on registering with the CIAC for your test.

Many of these answers were provide by CIAC. To learn more about CIAC Certification, go to www.ciac-cert.org






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