ciac certification program details
DESCRIPTION
TRANSCRIPT
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Train then test in each competency
Recertify every 3 years
TakeSelf-Assessment
Select Professional Designation
*Complete Work Product Assignment
Certified
Professional Designations•CCSL (Strategic Leader)
•CCMC (Management Consultant)
•CCOM (Operations Manager)
•CCMA (Management Associate)
Each of the Four Competency Training classes is 6 weeks long and is held once per quarter.
After training in a competency, candidate will test in that competency. We recommend that candidates test within 30 days of completing training.
Competencies •Leadership and Business Management (LBM)
•People Management (PM)
•Operations Management (OM)
•Customer Relationship Management (CRM)
Self-Assessment is recommended, not required
Process takes approximately
1 year to complete
Process takes approximately
1 year to complete
Certification Process
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Step 1: Choose a Professional Designation
Step 2: Prepare for Knowledge Assessments
Step 3: Complete all four Knowledge AssessmentsStep 4: Complete Work Product Assessment (if applicable)
You’re certified!
How Does CIAC Certification Work?
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CIAC-Certified Strategic Leader (CCSL)• Minimum of 1 year in current strategic job role
CIAC-Certified Operations Manager (CCOM) • Minimum of 1 year in current operational job role
CIAC-Certified Management Consultant (CCMC)• Consultant to contact center industry
CIAC-Certified Management Associate (CCMA)• Individual desiring contact center management position
Step 1: Choosing a Role Designation
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• Four Knowledge Assessments*• People Management (PM)• Operations Management (OM)• Customer Relationship Management (CRM)• Leadership & Business Management (LBM)
• Work Product Assignment** ** CCSL and CCOM
only** CCSL and CCOM
only
* All Role Designations must take four tests
* All Role Designations must take four tests
Understand the Certification Components
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1. Purchase from ICMIPurchase Options1. Individual training/testing packages for the job role
2. Bulk packages (discount based on # purchased)
2. Take CIAC Self-Assessment (optional)
3. Students receive an email with instructions at a date chosen by both the company and ICMI
The Purchasing Process
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People Management class- 6 weeks• Take PM assessment (within 30 days)
Operations Management class- 6 weeks• Take OM assessment (within 30 days)
Customer Relationship Management class- 6 weeks• Take CRM assessment (within 30 days)
Leadership & Business Management class- 6 weeks• Take LBM assessment (within 30 days)
Work Product Assessment (within 4-6 weeks)
Classes are usually held once per quarter to allow students enough time for study, retention and assessment.
Typical Course Timeline
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One ICMI Study Course to prepare for each Knowledge Assessment• 6 week web-study course (Private or Public)
Study Guide for each assessment area - Included• People Management (PM)• Operations Management (OM)• Customer Relationship Management (CRM)• Leadership & Business Management (LBM)
Students will receive a syllabus, welcome email and instruction guide two weeks prior to each course.
Step 2: Prepare for Knowledge Assessments
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Four tests• People Management (PM)
• Operations Management (OM)
• Customer Relationship Management (CRM)
• Leadership & Business Management (LBM)
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% (70% for Certified Management Associate)
Step 3: Completing the Knowledge Assessment Exams
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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!
Taking the Test
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• Should not be a staff member of their Contact Center. The preferred proctor should be from Corporate Human Resources or a training professional with reporting separate from the Contact Center.
• Choose someone who is confident in the role to prevent misconduct.
• The proctor should be able to monitor candidate for the entire testing session (1.5 – 3 hours).
• Company designee will need to email or fax Proctor profile to CIAC.
Selecting a Proctor for Your Company
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Cannot be done until after all four knowledge testing is
completed
Demonstrates hands-on mastery of sound management
principles
Online questionnaire resulting in a work sample
Have 6-weeks, or 30-business days to complete
*Consultant and Apprentice are exempt from this
Step 4: Complete Work Product*
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Certification must be completed within two years of passing
first knowledge assessment exam
Recertification takes place every three years from date of
certification
Web study courses, recordings are made available for
approximately 30 days following last session
Additional Notes