CIAC Certification

CIAC Certification

Benefits of CIAC Certification

CIAC Certification Testing Process & Fees

CIAC Designations

Knowledge Domains for Management Certification

Benefits of CIAC Certification

Contact centres are one of the fastest growing businesses worldwide. They serve as a critical link between an organization and its customers.

A growing number of organizations are discovering the secret to top-performing centre and ultimately, what makes a centre great is its leadership and management team.

The leadership of a top-performing centre has the ability to inspire a culture of performance excellence and multi-disciplinary expertise to align the centre's goals with the organization's business objectives.

This kind of leadership and management expertise does not magically
develop on its own - it must be deliberately cultivated. This is where CIAC
Certification comes in.

CIAC is the worldwide standards and certifying body for customer care and support centre professionals. The not-for-profit CIAC is dedicated to advancing the business of customer care and support centres by fostering a class of leaders and managers with specialized expertise.

Through industry-established standards and professional certification, CIAC helps executives and managers in these organizations become role model leaders who create top performing centres. CIAC Certification provides the roadmap to raise centre performance in those mission-critical areas most linked to bottom-line results and provides a framework for continual learning and professional advancement.

What certification should I pursue?

Given the wide variety of designations used in Call Centres around the world, the CIAC utilizes designations to assist individuals and organizations in selecting the best certification for their needs.

The CIAC provides certification from among four different roles. Each individual pursuing certification chooses the designation that is most appropriate to their situation.

These four designations are:

How does training fit into the picture?

As the standards and certifying body, CIAC does not develop or deliver training for CIAC Certification testing. Neither does CIAC mandate a particular type of training or training provider.

To assist candidates in gaining and demonstrating mastery level knowledge of the required competencies, CIAC has formed the CIAC Certification Training Consortium. The CIAC Certification Training Consortium consists of premier Call Centre training providers around the world who develop and deliver training programs specifically designed to prepare individuals to successfully complete CIAC Certification testing.

The Call Centre Industry Advisory Council (CIAC) has established that a certified Call Centre professional at the management level must attain and demonstrate mastery in four knowledge domains:

OmniTouch, the Asia-based training consultancy and CIAC Certification Training Consortium Partner, provides results-oriented training programs for CIAC Certification across the following four competency areas:

Operations Management

People Management

Customer Relationship Management

Leadership & Business Management

Regardless of the CIAC Certification role selected (i.e. Strategic Leader, Operations Manager), all individuals participate in the same training program together. This allows for significant sharing of background and experiences.

The key difference comes in the "testing" portion in certification for which different roles receive different examination questions.

To view our Public Course Schedule for CIAC Courses please click here.

For consideration of "in-house" private CIAC training please contact OmniTouch directly at contactus@omnitouch.biz or call +65 6324 4844 for further enquiries.

I want to get certified - what do I do?

An individual who chooses to pursue full certification must successfully pass a separate Knowledge Assessment for each of the (4) CIAC Certification Competency Domains, which include:

Operations Management

People Management

Customer Relationship Management

Leadership & Business Management

Knowledge Assessments are administered online at independent testing centres and are proctored to assure the integrity of testing is preserved. Each assessment consists of 60-100 multiple-choice questions covering the required subject matter.

Candidates pursuing certification as a CIAC-Certified Strategic Leader, CIAC-Certified Operations Manager or CIAC-Certified Management Consultant must score a minimum of 75% on the Knowledge Assessments.

Candidates pursuing certification as a CIAC-Certified Management Apprentice must score a minimum of 70% on the Knowledge Assessments.

Testing results are provided following completion of the examination by email to the candidate.

For the CIAC Certified Strategic Leader and CIAC Certified Operations Manager roles, there are two additional requirements to certify:

360° Review - this is a behavioural assessment for desired leadership characteristics. The 360° Review can be completed at any time during the certification process.

Work Product Assignment - this assessment is to ensure a professional's ability to apply the required knowledge and skill on the job. Candidates must first successfully complete the four knowledge assessments in order to receive the Work Product Assignment.

Please refer to the CIAC Certification Handbook for additional information on CIAC Certification, the certification assessments, and testing processes. The Handbook can be downloaded at http://www.ciac-cert.org/index.cfm/certification,273,html .

CIAC Certification Testing Process & Fees

An individual who chooses to pursue full CIAC Certification in the Management Track must successfully pass a separate Knowledge Assessment for each of the (4) CIAC Certification Competency Domains which include:

a) Operations Management
b) People Management
c) Customer Relationship Management
d) Leadership & Business Management

Individuals who are not going for full CIAC Certification can also choose to go for testing for any of the Competency Domains separately.

CIAC Designations

Before purchasing any testing vouchers for any Knowledge Assessments, the individual will need to choose and identify which CIAC Certification Designation he/she wants to achieve his CIAC Certification under, which include:

a) CIAC-Certified Strategic Leader (CCSL)
b) CIAC-Certified Operations Manager (CCOM)
c) CIAC-Certified Management Consultant (CCMC)
d) CIAC-Certified Management Apprentice (CCMA)

For further information on CIAC Certification Designation, please click here.

How can I obtain the CIAC Certification testing voucher(s)?

To facilitate the testing process in Hong Kong , CIAC has designated the Hong Kong Productivity Council (HKPC) as an authorized reseller of the testing vouchers.

Testing for CIAC Certification Management Track

In order to go for CIAC Certification testing for the respective Knowledge Assessments, you must first obtain a CIAC "testing voucher" which will provide you with a unique and confidential ID number for registration with CIAC for each Knowledge Assessment.

CIAC Testing Vouchers Pricing and Testing Centre Fees & Locations

HKPC is putting together the CIAC Testing Vouchers and Testing Centre Fees in local currency for Hong Kong , more information on the prices and the testing location will be released by XX month 2004.

CIAC Designations

CIAC Certification can be achieved in the following Management Track role designations:

CIAC Certified Strategic Leader ( CCSL ) - This certification designation is for senior executives that are responsible for setting the strategic direction and vision for customer care across all channels of the organization. This role typically has bottom line responsibility for the Call Centre and is responsible for aligning Call Centre objectives with corporate business goals. Typical job titles are vice president, director, and senior-manager. In some organizations the title manager may have strategic responsibilities. CIAC Certification as a Strategic Leader requires a minimum of one year of experience specifically in a strategic management role that touches on all of the competencies required for the CCSL designation.

CIAC Certified Operations Manager ( CCOM ) - This certification designation is for management professionals that are responsible for day-to-day Call Centre operations. This role typically has tactical responsibility for the centre including administering the Call Centre budget, and management of customer care staff. The typical title for this role is manager although in some organizations supervisors may have responsibilities that overlap into operational management. CIAC Certification as an Operations Manager requires a minimum of one year of experience specifically in an operational management role that touches on all of the competencies required for the CCOM designation.

CIAC Certified Management Apprentice ( CCMA ) - This certification designation is intended for three distinct types of professionals:

Individuals that are not employed in a Call Centre but wish to pursue a career in Call Centre management

Individuals working in a Call Centre but not in a management role that wish to pursue a career path into Call Centre management

Supervisors who wish to accelerate their advancement into Call Centre management

Those pursuing CIAC Certification as a Management Apprentice are required to commit to a program of education, training and professional development focused on the specific competencies for the CCMA role. After one year of job experience in a Call Centre management role, professionals certified in the Apprentice designation may complete their CIAC Certification in the appropriate management role designation.

CIAC Certified Management Consultant ( CCMC ) - This certification designation is for senior level Call Centre consultants, ideally who have hands-on experience in Call Centre management. This designation certifies that a consultant has the required knowledge in Call Centre management; it does not certify or verify the consultant's expertise or effectiveness in other areas of consultancy. Individuals pursuing CIAC Certification in this designation are required to successfully complete the objective assessments (knowledge tests) based on the strategic role Call Centre management competencies. (Consultant certification does not require completion of a work product assignment or 360 Review).

Through the CIAC Certification process, professionals are assessed against competency criteria that link their knowledge, skills, and behaviours with the performance requirements of a specific job role. CIAC is committed to building a strong relationship between on-the-job performance and CIAC Certification.

Knowledge Domains for Management Certification

The Call Centre Industry Advisory Council (CIAC) has established that a certified Call Centre professional at the management level must attain and demonstrate mastery in four knowledge domains:

Operations Management

People Management

Customer Relationship Management

Leadership & Business Management

This mastery is verified and established through CIAC's testing and certification process.

Competencies for each Knowledge Domain

CIAC training and testing processes are designed to address the competencies for each separate domain.

In the following section, we provide the competencies that are provided in both the training and testing processes for CIAC Certification.

CIAC Competencies for Operations Management

Service and Performance Delivery

A.	Establish and achieve service level and quality objectives
	1.	Negotiate, establish and maintain internal and external service level agreements with all business units and service providers that impact the call centre's performance
		a.	Develop and execute tactics to meet service level agreements
		b.	Create service providers assessment instruments to meet service level agreements
		c.	Utilise service provider assessment instruments to manage vendors

	2.	Set service level, response time and quality targets
		a.	Develop tactics to meet service level, response time and quality targets
		b.	Maintain service to agreed performance levels and quality standards

	3.	Identify, establish and communicate call centre key performance indicators to meet customer requirements
		a.	Demonstrate working knowledge of key performance indicators (not all inclusive) :
			Average Call Value Customer Satisfaction Service Level Percent Abandoned Cost per Call Errors and Rework/First Call Resolution Forecasted Call Load vs. Actual Scheduled Staff to Actual Adherence to Schedule Average Handling Time Productive vs. Non-productive Average Speed of Answer (ASA) Occupancy
		b.	Develop and implement mechanism(s) to track and report key performance indicators data
		c.	Manage the call centre to established key performance indicators
		d.	Identify problems and resolve to satisfaction of customers and call centre business objectives

	4.	Forecast workload using statistical techniques
		a.	Optimise staff and schedule requirements
		b.	Develop and implement tactics to ensure contact activities meet customer and call centre requirements

	5.	Schedule staff to meet forecasted workload
		a.	Ensure adherence to schedule

	6.	Identify and apply principles and methods of quality and process improvement

B.	Align technologies and processes to ensure service delivery

	1.	Identify needs and align technology with business objectives, applications and budget
		a.	Optimise the call centre's investment in technologies
		b.	Implement call centre technologies

	2.	Identify and address issues related to a single vs. virtual-site environments (multi-site, home agents, etc.)

	3.	Identify key customer related processes

	4.	Align internal systems, technologies and processes with customer requirements to provide improved service and reduced costs

	5.	Assess applicable new and emerging technologies to improve customer service and accomplish business objectives
		a.	Develop a business case to assess new and emerging technologies

	6.	Implement approved new technologies and applications
		a.	Ensure minimal impact to the call centre and customers
		b.	Ensure the successful integration of new technologies and applications with legacy systems
		c.	Leverage system integration opportunities to maximize service delivery

	7.	Develop a call distribution strategy and rationale
		a.	Implement established call distribution strategy

Facilities Site Selection, Design and Management

A.	Facilities site selection, design and management
	1.	Develop call centre site selection criteria based on enterprise objectives

	2.	Select call centre site(s) based on selection criteria and business case

	3.	Assess the impact of floor plan design options based on site criteria
		a.	Select optimal floor plan design

	4.	Develop a disaster recovery strategy and contingency plan
		a.	Test and execute, as applicable, disaster recovery strategy and contingency plan

	5.	Maintain a healthy, safe and secure work environment
		a.	Assess and address workplace ergonomic issues and considerations
		b.	Assure adherence to ergonomic requirements
		c.	Monitor the health, safety and security of the work environment
		d.	Assure adherence to health and safety requirements and regulations

	6.	Assure adherence to disabilities requirements /regulations

CIAC Competencies for People Management

Identify Requirements and Execute Staffing Plan

A.	Design an organizational structure and strategy that aligns with organizational objectives
	1.	Define the roles and responsibilities required to implement an effective (call centre) organizational structure and strategy

B.	Develop, implement, and manage strategic staffing plans to support organizational objectives (e.g., to grow the business; to enter new markets)
	1.	Analyse workforce composition for required competencies
	2.	Develop, implement, and manage short-term staffing and organizational planning utilizing an appropriate workforce mix (three months to one year)
	3.	Develop, implement and manage long term-term staffing and organizational planning (one year to five years)

C.	Develop succession plans
	1.	Implement and manage succession plans

D.	Apply the principles and best practices of recruiting, interviewing and hiring
	1.	Create and implement a recruiting plan
	2.	Recruit a diverse workforce
	3.	Conduct effective, legally-sound interviews
	4.	Select required personnel

E.	Develop effective retention strategies
	1.	Identify factors that contribute to (and distract from) retention
	2.	Implement retention strategies

Identify Training Requirements; Develop and Implement Training Plans for Performance Improvement

A.	Create and sustain a continuous learning environment including enabling knowledge management
	1.	Create ongoing development opportunities
	2.	Provide necessary tools and resources to support individual development
	3.	Establish and apply principles of mentoring and coaching

B.	Determine knowledge and skill requirements for individuals and jobs at all levels

C.	Identify job training and development needs to meet future demands (job needs assessment)

D.	Identify direct reports' strength and development needs (individual/incumbent needs assessment)

E.	Develop a training strategy
	1.	Implement and support a training strategy, including overseeing delivery methods, facilitators, courseware and instructional design/development
	2.	Develop and implement a plan to evaluate effectiveness of training

F.	Ensure alignment of call centre training initiatives with organization-wide objectives and requirements

G.	Implement and support an orientation program (to the organization, job team, and the unique call centre environment)

H.	Identify areas for self-development; implement continuous self-improvement

III

Monitor and Manage Individual and Team Performance.

A.	Establish objectives for individual and team performance

B.	Develop methods to track and improve performance

C.	Implement an effective and legally-sound monitoring and coaching program

D.	Constructively address poor performance while adhering to corporate and union disciplinary guidelines

E.	Conduct effective performance reviews understanding behavioural styles
	1.	Collaboratively establish performance objectives and work standards
	2.	Discuss employees strength and weaknesses
	3.	Document performance review

F.	Develop compensation plans within guidelines that recognize and reward excellence
	1.	Implement compensation plans
	2.	Administer compensation plans

G.	Create and sustain an environment that motivates high performance, recognizes and rewards excellence of individuals and teams, and results in employee commitment
	1.	Implement and administer incentive plans

Effectively Manage Human Resources

A.	Build, manage, and utilize the benefits of diversity in the workforce

B.	Identify and address issues related to managing contracted and temporary staff within legal guidelines and organizational policy

C.	Ensure all employee decisions meet legal requirements as dictated by organizational policy, government regulation and internal procedures

D.	Identify and address issues related to managing remote staff

E.	Identify and address key privacy-related issues, as dictated by organizational policy, government regulation, and moral/ethical considerations

F.	Develop career and skill path models

G.	Implement career and skill path models

H.	Create and administer employee satisfactions surveys
	1.	Identify and implement appropriate action items based on survey results
	2.	Track and match organization-wide satisfaction data to gauge and improve relative call centre issues and image

I.	Identify and implement principles of conflict resolution

J.	Identify and implement empowerment opportunities
	1.	Provide the skills, authority, support and protection for employees to make decisions formerly made by management
	2.	Identify and address obstacles to empowerment
	3.	Develop the trust and support of others in the call centre and throughout the organization

Create and Lead Teams

A.	Develop and sustain a culture supportive of high-performance teams

B.	Create and sponsor cross-functional teams through shared vision, goals and planning
	1.	Develop and align team goals with organizational objectives
	2.	Access organizational resources to support joint initiatives and objectives
	3.	Lead cross-functional teams

C.	Identify and implement strategies for building team effectiveness
	1.	Determine and establish appropriate team structure
	2.	Model and instill team building skills (e.g. conflict resolution, role clarification, effective communication, goal setting)

D.	Leverage expertise and build collaborative relationship outside of the organization

E.	Leverage expertise and build collaborative relationship inside the call centre and organization.

CIAC Competencies for Customer Relationship Management

Manage Internal and External Customer Relationships

A.	Design an organizational structure and strategy that aligns with organizational objectives
	1.	Analyse workforce composition for required competencies
	2.	Develop, implement, and manage short-term staffing and organizational planning utilizing an appropriate workforce mix (three months to one year)
	3.	Develop, implement and manage long term-term staffing and organizational planning (one year to five years)

B.	Evaluate the effectiveness of service delivery and the impact on customer satisfaction
	1.	Measure customer satisfaction
	2.	Identify key contributors to customer satisfaction and areas of poor service through root cause analysis
	3.	Monitor, test and track customer accessibility
	4.	Establish call centre and organization-wide mechanisms for capturing and leveraging customer feedback

C.	Develop strategies to manage and improve the customer experience
	1.	Contribute to the organization's customer service strategies and business planning process
	2.	Identify and implement an operational model best suited to meet customer needs and requirements of the organization
	3.	Identify and implement strategies that align human resources, business process, and technologies to create positive customer experiences

D.	Communicate the value of customer relationships to call centre staff and the organization
	1.	Establish plans and methodologies to communicate to call centre staff the benefits of providing positive and meaningful customer experiences

E.	Develop relationships across the organization to determine the objectives and needs of customers and to establish customer relationship strategies
	1.	Build networks of people (internal and external) to support customer relationships and experiences
	2.	Maintain relationships with cross-functional colleagues to support customer relationships and experiences
	3.	Collect and disseminate business and market intelligence to appropriate stakeholders

F.	Identify and deploy technologies and processes that improve the customer experience
	1.	Identify and develop people and processes that improve customer accessibility
	2.	Determine and deploy technology solutions to gather and disseminate customer intelligence/information and feedback
	3.	Identify and deploy appropriate customer self-service offerings

CIAC Competencies for Leadership and Business Management

Apply Key Leadership Practices, Principles, Values and Vision

A.	Collaboratively establish the call centre vision
	1.	Create a shared vision resulting in employee commitment (to the vision)
	2.	Align day-to-day activities with the call centre vision
	3.	Communicate the call centre vision to internal and external audiences
	4.	Model the organization's core values, principles and philosophies
	5.	Determine community relations initiatives and implement appropriate programs and activities

B.	Establish and communicate the call centre mission and role to internal and external audiences.

C.	Create and implement strategies to accomplish the call centre mission and organizational objectives

D.	Align call centre objectives with organizational and customer objectives

E.	Position and promote the call centre as value-added to the organization
	1.	Identify ways that the call centre adds value
	2.	Develop the call centre's "value proposition" for the organization

F.	Act as a conduit for information flow from customers and employees to the organization's senior management