Competency Standards

CIAC Certification is based on call center industry-defined competency standards that specify the knowledge, skills, abilities and behaviors representative of superior work performance.  The competencies are specific to the job role and indicate mastery-level competence.  They are written universally in scope and definition for global applicability.  

Competency standards serve an essential role in the call center profession. They motivate high performance by raising the bar and:

•  Define the knowledge, skills and abilities needed for job role success

•  Are a framework for career advancement and continuous learning and improvement 

• Establish industry-recognized criteria that enable educators and trainers to provide training that more effectively prepares individuals for success in call center jobs 

• Provide guidelines for recruiting and hiring decisions, performance evaluation, and professional development

• Foster international employment mobility

Go to Leadership and Management Competencies

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