CIAC Certification Assessments

CIAC Leadership and Management Certification testing validates contact center-specific knowledge, skills and abilities based on industry-recognized competency standards for the job role. To develop certification assessments that reflect the current practices of contact center leadership and management, CIAC conducts routine analyses that assess job role responsibilities and knowledge and skill requirements to perform at high cognitive levels.

Candidates for each of the leadership and management credentials complete a series of four (4) objective assessments that test and validate expertise in competency domains corresponding to the job-role Competency Standards:   

• People Management
• Contact Center Operations
• Customer Relationships  
• Leadership and Business

The objective assessments are specific to the job role/certification designation and consist of 60-80 multiple-choice and scenario-based questions.  The assessments test the candidate's ability to integrate knowledge and skills specified in the job role competency standards.  The cognitive levels tested on the CIAC Certification Assessments are:

• Knowledge
• Comprehension/Application
• Analysis/Synthesis
• Evaluation

Persons pursuing certification as a CIAC-Certified Strategic Leader and CIAC-Certified Operations Manager also complete a  Work Product assignment.  The purpose of the Work Product assignment is to assess  the candidate's ability to effectively apply required knowledge and skills on-the-job.  The Work Product assignment is issued when the candidate has successfully completed (passed) the four objective assessments.

Certification Testing Criteria By Crendential:

CIAC-Certified Strategic Leader

CIAC-Certified Operations Manager

CIAC-Certified Management Apprentice

CIAC-Certified Management Consultant 

CIAC Certification Process

Certification Assessment Results and Status - Testing scores are provided directly to candidates. The candidate's written authorization is required for CIAC's release of this information to another party.  

• CIAC promotes that industry certification is to be used only for professional development purposes 
• CIAC provides assessment results to the candidate, who is responsible to share test results with  management as necessary

Assessment Scoring - CIAC understands the importance of accurate testing results.  The objective assessments are computer-scored and have one correct answer.  Subject matter experts score the Work Product  assignment using a validated instrument that allows for necessary objectivity. 

Communicating Assessment Results - Scoring for the objective assessments are sent within four (4) hours of testing completion to the email address specified by the candidate. Scoring notification is  "PASS or FAIL".

Certificates of Completion - Upon successful completion of each objective assessment, the candidate receive a “Certificate of Completion”.    

CIAC Certification Credential -  When all CIAC Certification testing requirements have been successfully completed, the candidate is awarded a CIAC Certificate of Certification for the he applicable designation.     

Recertification is required every three years to maintain an active CIAC Certification designation.

Register for CIAC Certification

Practice Tests