|
The following individuals are eligible to test for the CIAC-Certified Management Apprentice (CCMA) designation:
- Persons new to contact center management or in an entry-level contact center management job role
- Persons pursuing a career in contact center management through formal education (who may or may not presently be employed in a contact center)
- Contact center supervisors whose job role includes operational management responsibilities
Value of the CIAC-Certified Management Apprentice Designation
- Provides you with a framework and goals for career development and advancement
- Validates your mastery of critical contact center knowledge and management practices
- Increases your value and future marketability
- Indicates your commitment to superior job performance
- Demonstrates your commitment to the contact center profession
How To Get The CIAC Industry Credential
To become a CIAC-Certified Management Apprentice, candidates must successfully complete testing that validates mastery of the Contact Center Management Apprentice Competencies. These industry-defined competencies specify the knowledge, skills, and abilities for operational contact center management. Job role-specific competence is assessed in each of the following domains:
- People
- Contact Center Operations
- Customers
- Leadership and Business
Testing for the CIAC-Certified Management Apprentice designation consists of four (4) online Knowledge Assessments that are administered by a CIAC-registered proctor at the candidate's workplace. Testing is also administered at select public testing centers. The Knowledge Assessments can be completed one-at-a-time (4 testing sessions) or all together (one testing session). Generally, candidates train and test per competency domain (i.e., one-at-a-time). A passing score of 70% is required on each of the four Knowledge Assessments. Candidates are allowed to retest in the event a passing score is not achieved on one or more of the Knowledge Assessments.
CIAC encourages candidates to complete a set of Self-Assessments as the first step to prepare for certification testing. The Self-Assessments let candidates compare present knowledge and skills against the job role competency requirements in order to identify areas where training and/or job experience may be necessary to ensure successful certification testing. The Self -Assessments also identify the candidate's strongest competency area(s) and logical starting point for certification testing. They can also be used to to conduct a group gap analysis. The Self-Assessments are provided to candidates free of charge upon registration for CIAC Certification.
Recertification is required every three years to maintain an active CIAC-Certified Management Apprentice designation. Alternatively, CCMA certificants may complete additional CIAC Certification requirements to certify as a CIAC-Certified Operations Manager.
Testing Fees for CIAC-Certified Management Apprentice
Practice Tests
Register for CIAC Certification
|
