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CIAC Certification validates professional competence in call center leadership and management through a multi-part assessment process that tests knowledge, skills and on-the-job application of expertise against industry-defined job role competencies. The CIAC Certification Assessments are designed and administered in accordance with international standards for high stakes certification testing and have undergone comprehensive psychometric analyses and end-user pilot testing to ensure they are universally applicable and relevant, non-discriminatory and predictive of job performance. To ensure their ongoing accuracy and currency, the assessments are routinely reviewed and evaluated against testing data.
The CIAC Certification Assessments test for competency in all levels of Blooms Taxonomy with emphasis on higher cognitive levels. This requires candidates have mastery-level command of their job role competencies to complete testing successfully. Additionally, a minimum of 12 months on-the-job experience in all competency areas is recommended. Persons new to call center management or lacking hands-on, working experience should first certify in the 'Management Associate' designation. Because of the rigorousness of CIAC Certification, even seasoned call center practitioners typically require training and focused study to pass the assessments.
In addition to training, online Practice Tests are available to help candidates prepare for CIAC Certification testing.
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CIAC Certification tests across all levels of Blooms Taxonomy - Knowledge,
Comprehension/Application, Analysis/Synthesis and Evaluation
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The CIAC Certification Assessments are computer-based and delivered online to candidates worldwide via a web-based, secure platform. Testing is administered by CIAC-Registered Proctors on a 'closed-book' basis at CIAC-Authorized Testing Facilities under the highest standards of security, accuracy and consistency.
CIAC Certification Assessment Criteria By Designation:
 CIAC-Certified Strategic Leader (CCSL)
CIAC-Certified Operations Manager (CCOM)
CIAC-Certified Management Associate (CCMA)
CIAC-Certified Management Consultant (CCMC)
Assessment Scoring - The Objective Assessments are computer-scored and have only one correct answer. Subject matter experts score the CCSL Work Product Assignment and CCOM Work Product Assignment using a validated instrument that ensures objectivity.
Testing Results and Status - A testing result of 'PASS' or 'FAIL' is provided to the candidate within two (2) hours of test completion. The candidate is responsible to share testing information with his/her manager or other third party as may be required. Testing results are sent electronically to the candidate's email address on file with CIAC.
Recertification - Candidates must successfully recertify every three years to maintain an active CIAC Certification Designation.
View/Download CIAC Certification Process
Register for CIAC Certification
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