As of June 2011, CIAC Certification is now licensed exclusively by International Customer Management Institute (ICMI).
The Industry Standard For Performance Excellence
CIAC Certification sets the standard for professional excellence in call center leadership and management. The first of its kind, CIAC Certification is the only standardized and accredited credential for the call center management profession, and the only certification governed by a globally-representative group of contact center practitioners and industry experts. CIAC Certification cultivates a new breed of leaders and managers who create and sustain call centers that consistently deliver outstanding service, optimize customer value and contribute to business goals.
Call Center Excellence Starts At The Top
Increasing recognition of the call center as the critical link between an organization and its customers has heightened awareness of the importance of its quality leadership and management. The world's most stellar performing organizations now recognize the correlation between talented and inspiring call center leaders and managers and business success. The call centers of these organizations are led by a team of skilled executives and managers who make a demonstrable impact by positively influencing the behavior and performance of the workforce.
The quality of its leadership, more than any other single factor,
determines the success or failure of a call center.
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Cultivating Professional Competence
To help call center professionals and organizations worldwide achieve excellence, a broadly representative group of contact center practitioners and industry subject matter experts identified role-specific knowledge, skills and attributes (competencies) that underlie superior call center job performance. When applied on the job, these competencies drive outcomes indicative of:
- Multi-disciplinary expertise that influences and contributes across the organization
- A foremost focus on executing to accomplish business goals
- Know-how to achieve and sustain performance that increases efficiency and profitability
- Role model leadership that inspires and empowers people to do their best
Previously only those with many years of call center job experience possessed expert-level competence. Today's dynamic call center environment, however, cannot accommodate a long learning curve. Instead, the competence underlying high-caliber call center leadership and management must be deliberately cultivated. This is the reason CIAC Certification was created.
Competency-Based Certification
CIAC Certification provides a competency-based framework for call center leaders and managers to develop and formally validate the professional expertise critical to business success. To achieve CIAC Certification requires:
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Mastery-level competence of job role responsibilities. Competency is defined by industry-established knowledge, skills, and attributes recognized as the foundation for superior job performance. The competencies are specific to the job role and applicable to call center managers and leaders in organizations worldwide of every genre, size and industry type.
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Validation of professional competence through rigorous testing of knowledge, skills, and on-the-job application of expertise. The validity of the CIAC Certification Assessments has been verified through comprehensive psychometric analyses to ensure certification testing is universally relevant and applicable, non-discriminatory and predictive of job performance.
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Recertification that ensures up-to-date competency and promotes commitment to continuous learning and improvement.
CIAC Certification Leadership & Management Designations:
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Top 10 Reasons To Be CIAC-Certified