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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
- 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.
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Two years are allowed to complete CIAC Certification Testing.
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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
Contact CIAC
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