Q: What is a call center?
Q: Who is CIAC?
Q: What does certification mean?
Q: Who is certification available for?
Q: Will CIAC Certification be available for other call center job roles?
Q: What are the testing requirements?
Q: How many assessments are there, what do they cover and how are they administered?
Q: What is the purpose of the Work Product?
Q: How and when will I receive my testing score?
Q: What happens if I fail an assessment?
Q: Where can I get training to help to prepare for CIAC Certification testing?
Q: Where and how will testing be administered?
Q: How will my testing score(s) be used? Who sees the information?
Q: Can I be denied certification or can it be revoked?
Q: What does CIAC Certification cost?
Q: What types of payment are accepted?
Q: How can I register for CIAC Certification testing?
Q: What happens if I cancel my registration?
Q: What is a call center?
Let’s cut through all the complicated descriptions of ‘call center’ for a simple, universally understood definition: Call Center (also referred to as contact center, customer care center, customer interaction center, support center and help desk) is where customers (internal and/or external to an organization) can communicate via a variety of channels (telephone, internet, email and fax) with service representatives to conduct business transactions, receive product or technical support and obtain needed information, including from automated sources.
Q: What is CIAC?
The Call Center Industry Advisory Council (CIAC) is an industry-based, not for profit organization established to develop, administer, and govern professional certification for the customer contact profession. CIAC was formed in response to the need for an objective, impartial third party to establish industry-recognized competencies that specify job role specific knowledge, skills and abilities that enable superior performance. CIAC is not a professional association or membership organization.
Q: What does certification mean?
Certification is the process by which the competence of individuals is validated and recognized in a specific area of expertise. Certification indicates a person: (1) has demonstrated mastery of a professional body of knowledge and skills, and (2) is dedicated to staying abreast of new developments in the profession. Many professions utilize certification to maintain high standards in the workforce.
Q: Who is certification available for?
The explosive growth of call centers has created a high demand for qualified management personnel for these many new organizations. Because of this, CIAC Certification was first developed for individuals that lead and manage call centers. CIAC Certification is also available for individuals pursuing a career in call center management and senior-level call center consultants.
Q: Will CIAC Certification be offered for other center job roles?
Yes. Contact CIAC for additional information.
Q: What are the requirements for CIAC Certification?
Eligibility and testing requirements are specific to the certification credential, as follows:
- To become a CIAC Certified Strategic Leader requires a minimum of one year of experience in a call center strategic management role. A score of 75% or higher is required on each of four (4) job role-specific Knowledge Assessments and a Work Product Assignment. Testing must be completed within two years from the date the first assessment is taken.
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To become a CIAC Certified Operations Manager requires a minimum of one year of experience in a call center operational management role. A score of 75% or higher is required on each of four (4) job role-specific Knowledge Assessments and a Work Product Assignment. Testing must be completed within two years from the date the first assessment is taken.
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To become a CIAC Certified Management Apprentice requires a score of 70% or higher on each of four (4) job role-specific Knowledge Assessments. Testing must be completed within two years from the date the first assessment is taken.
- To become a CIAC Certified Management Consultant requires a score of 75% or higher on each of four (4) job role-specific Knowledge Assessments. Testing must be completed within two years from the date the first assessment is taken.
Q: How many assessments are there, what do they cover and how are they administered?
CIAC Leadership and Management Certification testing consists of job-specific Knowledge Assessments that validate competence in the following competency domains:
- People
- Contact Center Operations
- Customer Relationships
- Leadership & Business
The Knowledge Assessments are computer-based and administered online by a CIAC-registered proctor at the candidate's workplace and select public testing centers. Testing for the CCSL and CCOM credentials includes a Work Product Assignment that is completed at the candidate's workplace.
Q: What is the purpose of the Work Product?
The Work Product is a structured case study that is assigned to CCSL and CCOM candidates following successful completion of knowledge testing. Its purpose is to validate that candidates can successfully and effectively apply required competence on-the-job.
Q: How and when will I receive my testing score?
Within four hours of completion of the Knowledge Assessment(s), candidates are notified via email of their PASS - FAIL testing result. Work Product Assignments are evaluated by a CIAC subject matter expert and candidates are notified of their scoring within five (5) business days.
Q: What happens if I fail an assessment?
Candidates are allowed to retest in the event a passing score is not achieved. In this event, CIAC encourages candidates to commit to additional training or other remedial intervention prior to retesting. The 're-test' Knowledge Assessments are not the same as the the original. In the case of a FAIL or INCOMPLETE score on a Work Product Assignment, candidates are advised of deficient/incorrect areas and are required to make the necessary corrections/adjustments and resubmit the Work Product Assignment to CIAC for evaluation.
Q: Where can I get training to help prepare for certification testing?
CIAC partners with select, high caliber training organizations to assure candidates a variety of quality educational offerings to prepare for CIAC Certification testing. Contact CIAC for a current listing of CIAC Certification Training Partners.
Q: How will my testing score(s) be used and who sees this information?
Testing scores are confidential and provided directly to the candidate. CIAC intends and promotes that CIAC Certification is strictly for professional development purposes, however, we cannot dictate the manner in which assessment results are used by an organization. When certification testing is employer-sponsored, CIAC provides assessment results directly to the candidate who is responsible to discuss testing outcomes with his/her manager.
Q: Can I be denied certification or can it be revoked?
CIAC Certification may be denied or revoked for any of the following reasons:
- Failure to pass the assessments
- Violation of testing procedures/policy
- Falsification of information
- Failure to complete testing requirements within the allowed timeline
- Failure to meet recertification requirements
Q: What does CIAC Certification cost?
A: CIAC Certification Testing Fees
Q: What types of payment does CIAC accept?
CIAC accepts most major credit cards for the purchase of certification testing, in which case payment is transacted at the time of purchase. Organizations purchasing multiple certification packages may issue a Purchase Order provided payment terms do not exceed Net 30 days. Contact CIAC for more information.
Q: How can I register for CIAC Certification testing?
Contact the CIAC Certification Registrar via email at registrar@ciac-cert.org or call 1-615-373-2376.
Q: What happens if I cancel my registration?
CIAC will honor a request for refund of payment due to cancellation of an assessment for up to sixty (60) days from the original date of registration/purchase. For further information concerning refunds and credits contact CIAC directly.
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