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CIAC-Certified Management Associate (CCMA)

 

The CIAC-Certified Management Associate (CCMA) designation validates professional competency in essential call center management knowledge and skills.  Individuals new to call center management or with limited job role experience, those pursuing a career in the profession, and call center supervisors with operational management responsibilities are eligible to test for the CIAC-Certified Management Associate designation.   

 
 
Value of Being A CIAC-Certified Management Associate
  • Recognition as a role model call center professional
  • Validation of essential call center operations knowledge and skills  
  • Provides a framework and goals for professional development and career advancement 
  • Enhanced professional status and increased value 
  • Commitment to excellence and continuous learning  

 Top 10 Reasons To Become A CIAC-Certified Management Associate

How To Become A CIAC-Certified Management Associate 
To achieve the CIAC-Certified Management Associate designation requires successful completion of a four-part assessment process that validates mastery-level knowledge of call center operational management as defined by the Call Center Management Associate Competencies.  These industry-defined competencies delineate job role-specific call center knowledge, skills, and attributes across four domains:
  • People Management
  • Call Center Operations
  • Customer Relationships 
  • Leadership and Business   
Certification testing for the CIAC-Certified Management Associate designation consists of:
  • Four (4) Objective Assessments 
The assessments correspond to the four competency domains and each consist of 60-80 multiple choice, scenario-based questions.  Testing is delivered online, administered by a CIAC-registered Proctor in a secure environment at the candidate's workplace or a CIAC-approved testing facility.  Candidates typically test in one competency domain per testing session; however, any two or more of the assessments may be completed in a single testing session.  Certification requires a minimum 70% pass score on each of the four assessments.  Candidates are allowed to retest if a passing score is not achieved.  Upon request, CIAC provides candidates with feedback to assist retesting preparation.

   
Two years are allowed to complete CIAC Certification Testing.

 
Upon successful completion of all certification testing requirements, candidates are awarded a Certificate of CIAC Certification that formally recognizes achievement of the CIAC-Certified Management Associate designation. 
 
Recertification is required every three years to maintain an active CIAC-Certified Management Associate designation. 
 
 
Candidates are encouraged to complete Self-Assessments as the first step in the certification process. The Self-Assessments enable candidates to compare their current knowledge and skills against job role competency requirements to identify areas where training and/or job experience may be necessary to ensure successful certification testing. The Self-Assessments can also be used to identify a candidate's strongest competency area(s) for determining a logical starting point for training and/or certification testing.  They can also be used to to conduct a team gap analysis, e.g., to identify the collective competency strengths and weaknesses of a call center management team.  The Self-Assessments are provided to candidates free of charge after purchase of CIAC Certification. 
 
 Register for CIAC Certification
 
 Certification Testing Fees for CIAC-Certified Management Associate
 
 Practice Tests
 
 Where To Get Training for CIAC Certification
 
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