Competency Standards

CIAC Certification testing is based on call center industry-defined competency standards that specify the knowledge, skills and attributes indicative of superior work performance.  The competencies are specific to the job role and at mastery-level.  They are written universally in scope and definition for global applicability and to foster international employment mobility.  

Competency standards serve an essential role in the call center profession. In addition to motivating high performance by raising the bar, they also:

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

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

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

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

Go to Leadership and Management Competencies

.