ciac certification call center professionals
DESCRIPTION
This presentation will provide not only CIAC Certification program details but the benefits it can bring to you, your company, and ultimately the customer.TRANSCRIPT
The Value ofCIAC Certification
Your Hosts
Todd Piccuillo, Director of Training and Certification Sales, ICMI
Linda Riggs, Strategic Training Director, ICMI
CIAC- Call Center Industry Advisory Council
• Designed by the industry for the industry • Broadly representative group of contact center
executives, practitioners and subject matter experts from around the world
• Helps to develop and maintain the relevance and currency of the ‘Contact Center Management Competencies’
• Ensures CIAC Certification remains the industry credential of excellence for the global contact center management profession
To read more about our council: http://www.icmi.com/Certification/About-CIAC-Certification/Advisory-Council
What is Certification?
DefinitionA designation earned by a person to assure qualification to perform a job or task.
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.
~source: Professional Testing, Inc.
Taking a class Attending a seminar or
workshop Attending an event
What Certification Is NOT!
CIAC Certification is the first and only accredited credential that validates the mastery-level competency of contact center professionals.
CIAC Certification
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CIAC Certification
The CIAC-ICMI Compatibility
Individual benefits1. Increased value to your
organization
2. Recognized as a leader in the industry.
3. Validate mastery-level command of your call center management level
4. Enhanced job security by demonstrating a commitment to your career and continuous improvement
Why Certification is Important to You
99% of surveyed CIAC-Certified professionals say they are a more effective manager of operations and processes due to completing the CIAC Certification process.
91% have been able to positively impact their organization.
82% say they are now a leader in their organization and the contact center industry.
Organizational Benefits Increased competitive advantage through
improved customer experiences. Unification of distributed teams through
standardized approach Increased operational efficiencies Improved retention strategies Increased customer satisfaction Increased cross-functional effectiveness Leads to more disciplined and fact-based
approach to decision making
Why Certification is Important to Your Organization
“The biggest benefit of CIAC Certification that we started seeing during the first certification class and continue to see is the deeper and more robust understanding of contact center operations. The team has a holistic understanding now of how the contact center fits into the overall organization and how we can help the company achieve its vision. The tangible items like influencing leaders, effectively managing call center budgets, understanding call load to accurately forecast schedules, etc. helped us optimize our contact center strategy.” ~ Glen Gemmill, VP Customer Affairs
The ROI of Improved Customer Service
• “A 5% increase in customer retention can increase business profits by 25-100%” ~ Harvard Business Review
• “68% of customers leave because they are upset with the service they have received.” ~ U.S Chamber of Commerce
How the Process Work?
You’re certified!
Step 1: Choose a Designation/Role Level
Step 2: Competency Training
Step 3: Pass Competency Testing
Step 4: Complete Performance Assessment (if applicable)
The Process
Operations Class
Operations Testing
Customers Class
Customers Testing
People Class
People Testing
Leadership Class
Leadership Testing
Performance Assessment
Certified!
Step 1:
CIAC-Certified Strategic Leader (CCSL)
CIAC-Certified Operations Manager (CCOM)
CIAC-Certified Management Partner (CCMP)
CIAC-Certified Management Consultant (CCMC)
Choosing a Designation/Role Level
Step 2:
One ICMI Training Course to prepare for each test 6 week web-study course (Private or Public)
Live, virtual classroom instruction Quizzes Homework assignments Final exam
Study Guide for each assessment area – Included Operations & Technology Customers People Leadership
Students will receive a syllabus, welcome email and instruction guide two weeks prior to each course.
Competency Training
Average study time, including instruction, is 2-4 hours per week
Step 3:
Four tests, one for each class: Operations Customers People Leadership
Multiple-choice questions
Must be completed in proctored environment CIAC will give designated proctor a separate
username and password for tests
Passing score of 75%
Pass Competency Testing
Testing
With the proctor: Launch the test using student username
and password
Proctor will be required to enter a separate username and password
Launch the test
Score will be emailed to student within 4 hours of completing the test!
Step 4:
Begins after all 4 assessments have been passed.
Demonstrates hands-on mastery of sound management principles
Questionnaire that results in a work sample
6-weeks, or 30-business days to complete
Your manager signs off on it
All results are kept completely confidential
*note: CCMP is the only designation not required to complete a performance assessment
Complete Performance Assessment*
You’re Certified!
Recertification takes place every three years from date of certification
Recertification Requirements: Written essay and professional development credits
Web study courses, recordings are made available for at least 30 days following last session
Additional Notes
To read testimonials, please visit: http://www.icmi.com/ciactestimonials
Guest Speaker:
Rob Archambault, CIAC Certified Strategic Leader
A la Carte Products
$1,050 $1,050
$225 $225
$20 $20
$200 $200
$300 —
$150 $150
Individual Training & Study Guide
Individual Study Guide
Practice Test
Individual Test
Performance Assessment
Re-Test
CCSL/CCOM/CCMC Designations
CCMP Designation
*other group discounts are available. See your account manager for details
Program Pricing Includes: (per student) BEST VALUE!4 training courses4 study guides4 tests1 performance assessment
Pricing
$4,695 $4,495
11% 10%
$3,995 $3,795
25% 24%
Complete CIAC Certification Program – Individual
Savings from Bundled vs A la Carte Pricing
Complete CIAC Certification Program – Private Groups (pricing is per student, minimum 10 students*)
Savings from Bundled vs A la Carte Pricing
CCSL/CCOM /CCMC Designations CCMP Designation
Pace Setter ProgramICMI’s CIAC Pace Setter program celebrates companies that invest in their customers by
making a commitment to CIAC certification across their enterprise.
How does your company become a Pace Setter? Must enroll 20 participants in CIAC Certification
within 12 months Year-over-year participation required to maintain
Pace Setter designation
What do you receive for achieving this prestigious designation? Prominent recognition on the ICMI website and CIAC
Certification literature Rights to use the prestigious CIAC Certification Pace Setter
logo via participating organization’s marketing promotions Dedicated Multi Media News Release via PR Newswire and
access to the PR Newswire Reuters sign in Times Square Participation in CIAC-sponsored forums, speaking
engagements, articles and white papers Eligibility for a seat on the CIAC Certification Advisory Board
and involvement in the development of call center industry competencies and certification programs
Preferred pricing on group CIAC Certification packages
For more information, please contact: Jennifer Quigley , ICMI Account Manager