The respected certification credential that has set the benchmark for excellence in call center leadership and management is now available for customer representatives.
The Call Center Industry Advisory Council announces the pilot launch of CIAC Customer Representative Certification. Designed to increase the quality of a company's service delivery, this new certification establishes and validates the professional qualifications of individuals in call center job roles responsible for frontline customer service, sales and support. Based on industry-agreed competency standards, CIAC Customer Representative Certification formally recognizes representatives who demonstrate the competence and confidence to deliver outstanding service to every customer, every time.
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Customer Representative Certification is now being pilot tested in companies around the world. During the pilot, CIAC is conducting final validation of the competencies and assessment instrument to ensure that certification is relevant to the work requirements of representatives, predictive of superior job performance and free of bias. CIAC Certification for customer representatives will be available for general release purchase following completion of the pilot. At that time, CIAC will also publish the Customer Representative Competency Standards.
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The purpose of CIAC Customer Representative Certification is to drive high-performance competence that results in valued outcomes. Its intent is not to certify baseline competence for the customer representative job role, rather ‘success factor’ competency that enables superior job performance and contributes high value to the call center and organization.
The competence required to achieve certification is defined by a set of performance-based competencies developed with the participation and consensus of call center practitioners from around the world. The Customer Representative Competency Standards specify the knowledge, skills and attributes representatives should demonstrate as evidence of their ability to service the needs of customers in a manner that generates satisfaction, loyalty and revenues. The competencies link to certification testing to provide a broadly recognized and objective measurement of success. The competencies also establish the framework for training curricula.
To become certified, representatives complete the CIAC Certification Customer Representative Assessment. The assessment provides an unbiased, objective validation of a representative’s mastery of the knowledge, skills and attributes specified in the Customer Representative Competency Standards. The CIAC Certification Assessment is completed online at the representative's workplace in a secure environment. Testing is administered and monitored by a CIAC-Registered Proctor. The minimum passing score is seventy-five percent (75%). In the event the required passing score is not achieved, representatives are allowed to retest. Upon successful completion of all testing requirements, representatives are presented a ‘Certificate of Certification’ and awarded the CIAC-Certified Customer Representative designation.
For additional information about representative certification contact CIAC.
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