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CIAC Certified Strategic Leader (CCSL) |
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The CIAC-Certified Strategic Leader (CCSL) designation verifies demonstrated expertise in the strategic leadership and management of a call center. Senior managers and executives with a minimum of one year experience in a call center job role responsible for establishing and executing the organization-wide vision and strategy for customer care and service delivery are eligible to test for certification as a CIAC-Certified Strategic Leader.
Value of Being A CIAC-Certified Strategic Leader
- Recognition as a global call center leader and role model
- Validation of specialized strategic and operational call center expertise
- Enhanced professional status and increased value
- Demonstrated ability to achieve business results
- Commitment to excellence and continuous improvement
 Top 10 Reasons To Become A CIAC-Certified Strategic Leader
How To Become A CIAC-Certified Strategic Leader
- People Management
- Call Center Operations
- Customer Relationships
- Leadership and Business
Certification testing for the CIAC-Certified Strategic Leader designation validates comprehension and on-the-job application of knowledge and skills. Testing consists of:
- Four (4) Objective Assessments
- A Work Product Assignment
The Objective 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 75% 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.
After the Objective Assessments, candidates complete a Work Product Assignment that assesses on-the-job application of the required job role knowledge and skills. The Work Product Assignment is completed at the candidate's workplace and submitted to CIAC for evaluation.
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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 Strategic Leader designation.
Recertification is required every three years to maintain an active CIAC-Certified Strategic Leader designation.
View/download the CIAC Certification Process
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 Strategic Leader
Practice Tests
Where To Get Training for CIAC Certification
Contact CIAC
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