Top 10 Call Center Agent Certifications

Certifications for call center agents are important in the job market because they demonstrate to potential employers that the applicant has the necessary skills and knowledge to succeed in a customer service role. Certifications also provide an objective measure of the agent's competency, as they demonstrate that the candidate has taken and passed courses that focus on customer service best practices. A certification can also help an agent stand out from other applicants who lack such qualifications, making them more attractive to recruiters and hiring managers. Furthermore, some employers may require certain certifications as part of their hiring process, so having one or more can be invaluable when seeking employment.

This article reviews some of the top certifications for Call Center Agents and explains how they can help to advance a call center agent's career.

What are Call Center Agent Certifications?

Call center agent certification is a professional accreditation that recognizes the knowledge and skills of those who work in customer service and call center positions. With this certification, individuals can demonstrate their expertise in customer service, sales, problem-solving, communication, and more. It also provides employers with a way to verify an individual’s qualifications for a particular job.

The benefits of obtaining call center agent certification are numerous. It can help individuals stand out from the competition by demonstrating their commitment to customer service excellence. It can also be used as leverage when negotiating salaries or promotions. Furthermore, having the certification may lead to greater job satisfaction due to increased confidence and ability to perform at higher levels in the workplace. Additionally, it can open up opportunities for those seeking career advancement within the field and provide an edge over other applicants when applying for jobs. Finally, it can give employers peace of mind knowing that they have hired someone with proven abilities in customer service and problem-solving.

Pro Tip: Make sure to research the different certifications available for call center agents, as they can provide valuable insight into the best practices and procedures needed to succeed in a customer service role. Additionally, many employers may require that their agents have certain certifications in order to be considered for a job.

Related: What does a Call Center Agent do?

Top 10 Call Center Agent Certifications

Here’s our list of the best certifications available to Call Center Agents today.

1. Certified Call Center Agent (CCCA)

Certified Call Center Agent (CCCA) is a certification program designed to recognize the knowledge and skills of call center agents. It is administered by the International Customer Service Association (ICSA).

The CCCA certification program consists of three levels: Basic, Intermediate, and Advanced. The Basic level focuses on customer service fundamentals such as communication, problem solving, and empathy. The Intermediate level covers more advanced topics such as customer relationship management and process improvement. The Advanced level covers topics such as data analysis, automation, and customer experience design.

It typically takes around 6 months to complete all three levels of the CCCA certification program. To get started, you must first register with ICSA and pay a registration fee of $100 USD. After that, you will need to complete an online application form that includes your contact information, work history, educational background, and other relevant information. Once you have completed the application form, you will be able to access the course materials for each level of the program.

You can also choose to take an exam at the end of each level in order to receive your CCCA certification. Each exam costs $150 USD per attempt and must be taken within one year after completing the course material for that particular level. Upon successful completion of all three levels of the CCCA certification program, you will receive a certificate from ICSA recognizing your achievement.

2. Certified Customer Service Professional (CCSP)

Certified Customer Service Professional (CCSP) is a professional certification program developed by the International Customer Service Association (ICSA). It is designed to recognize customer service professionals who demonstrate the knowledge and skills necessary to excel in customer service roles.

The CCSP certification is a three-level program, with each level requiring more knowledge and experience than the previous one. To become certified, an individual must pass a comprehensive exam at each level. The levels are:

Level 1: Certified Customer Service Associate (CCSA) - This level requires basic understanding of customer service principles and practices, including communication techniques, problem-solving strategies, and conflict resolution techniques.

Level 2: Certified Customer Service Specialist (CCSS) - This level requires more advanced knowledge of customer service principles and practices, such as customer relationship management strategies, customer feedback analysis, and quality assurance processes.

Level 3: Certified Customer Service Professional (CCSP) - This level requires a comprehensive understanding of all aspects of customer service, from operational procedures to advanced problem-solving strategies.

The CCSP certification process typically takes 12 to 18 months to complete. To get started, you will need to register for the ICSA’s online learning platform and purchase the appropriate study materials for each level. Once you have completed your studies and passed the required exams for each level, you will be eligible for certification.

The cost of the CCSP certification varies depending on which study materials you choose to purchase. Generally speaking, it can range anywhere from $500-$1500 USD total for all three levels combined.

3. Certified Professional in Customer Relationship Management (CPCRM)

Certified Professional in Customer Relationship Management (CPCRM) is a professional certification offered by the Institute of Certified Professional Managers (ICPM). It is designed to recognize professionals who have achieved mastery of customer relationship management (CRM) principles and practices. The certification is based on the ICPM’s CRM Body of Knowledge, which includes topics such as customer segmentation, customer engagement, customer loyalty, CRM technology, data analytics and reporting.

To obtain the CPCRM certification, applicants must have at least five years of experience in customer relationship management or related fields. Candidates must also pass an online exam that covers topics such as CRM strategy and tactics, customer segmentation and targeting, data analysis and reporting, and CRM technology. The exam consists of 150 multiple-choice questions that must be completed within three hours.

The cost for the CPCRM certification is $495 USD for ICPM members or $595 USD for non-members. This fee includes access to the online exam as well as a one-year membership in ICPM. Once certified, CPCRMs are required to renew their credentials every three years by completing continuing education activities or taking an updated version of the exam.

4. Certified Contact Center Quality Assurance Professional (CCCQAP)

Certified Contact Center Quality Assurance Professional (CCCQAP) is a certification offered by the International Customer Service Association (ICSA). It is designed to recognize professionals who have achieved a high level of excellence in contact center quality assurance.

The CCCQAP credential is awarded to individuals who demonstrate knowledge and understanding of contact center operations, customer service principles, quality assurance processes and procedures, and performance metrics. To receive the CCCQAP credential, applicants must pass an online exam that covers topics such as customer service principles, contact center operations, quality assurance processes and procedures, performance metrics, and more.

The exam takes approximately two hours to complete and consists of multiple-choice questions. The cost of the exam is $200 USD. Once you have passed the exam, you will be awarded the CCCQAP credential and can use it to demonstrate your expertise in contact center quality assurance.

5. Certified Customer Experience Professional (CCXP)

Certified Customer Experience Professional (CCXP) is a certification program developed by the Customer Experience Professionals Association (CXPA) to recognize individuals who have demonstrated expertise in customer experience management. The CCXP certification is designed for those who have a deep understanding of customer experience strategy, design, and implementation. It is the only globally recognized credential that validates an individual’s ability to lead and manage customer experience initiatives.

The CCXP certification requires applicants to pass a rigorous exam that tests their knowledge of customer experience principles, processes, and best practices. To be eligible for the exam, applicants must have at least three years of professional experience in customer experience roles or related fields. The exam consists of multiple-choice questions and takes approximately two hours to complete.

In order to become certified, applicants must successfully pass the exam with a score of 70% or higher. Once they are certified, they will receive a digital badge that can be used on resumes and other professional documents as well as access to exclusive resources from CXPA.

The cost of the CCXP certification varies depending on whether you are an individual or part of an organization. For individuals, it costs $595 USD for members and $795 USD for non-members. For organizations, it costs $2195 USD for members and $2995 USD for non-members.

6. Six Sigma Green Belt Certification

Six Sigma Green Belt Certification is a professional certification program designed to provide individuals with the knowledge and skills necessary to lead Six Sigma projects. It is based on the DMAIC (Define, Measure, Analyze, Improve, Control) process improvement methodology and focuses on improving processes within an organization.

The certification typically takes around two weeks to complete and involves training in various aspects of Six Sigma such as problem-solving techniques, data analysis tools, project management principles, and quality control methods. The course also covers topics such as Lean Manufacturing and Total Quality Management (TQM).

To get certified as a Six Sigma Green Belt, you must first complete a training program from an accredited provider. This program will typically include both classroom instruction and hands-on practice with real-world projects. After completing the training program, you must pass an exam administered by the American Society for Quality (ASQ) or another approved certifying body. Once you have passed the exam, you will receive your Six Sigma Green Belt Certification.

The cost of obtaining a Six Sigma Green Belt Certification varies depending on the provider but can range anywhere from $1,500 to $3,000 USD.

7. Microsoft Office Specialist Certification

Microsoft Office Specialist (MOS) Certification is an industry-recognized credential that demonstrates a person’s proficiency in Microsoft Office applications such as Word, Excel, PowerPoint, Outlook and Access. It is designed to validate the skills and knowledge required to productively use Microsoft Office programs.

The certification exam consists of multiple-choice questions that measure a candidate's ability to complete tasks within each application. The exams are administered at Pearson VUE testing centers throughout the world. To become certified, candidates must pass one or more exams in the Microsoft Office suite of products.

It typically takes between two to four weeks to prepare for and take the MOS exams depending on an individual's prior knowledge and experience with Microsoft Office programs. There are numerous online resources available to help individuals prepare for their MOS certifications such as practice tests, study guides, tutorials, and videos.

The cost of taking the MOS certification exam varies depending on the country you are located in and which version of Microsoft Office you are being tested on. Generally speaking, it typically costs around $100 USD per exam.

8. CompTIA A+ Certification

CompTIA A+ is a certification program designed to help IT professionals demonstrate their knowledge and skills in computer hardware and software. It is the most popular entry-level certification for IT professionals, with more than one million certifications awarded since its launch in 1993.

The CompTIA A+ certification requires two exams: 220-1001 (Core 1) and 220-1002 (Core 2). Both exams must be passed to receive the certification. The Core 1 exam covers topics such as mobile devices, networking technology, hardware, virtualization and cloud computing, and operational procedures. The Core 2 exam covers installing and configuring operating systems, expanded security, software troubleshooting, and operational procedures.

It typically takes around six months of studying to prepare for the CompTIA A+ exams. It is recommended that you take an online or instructor-led course to prepare for the exams. You can also study on your own using books or online resources such as practice tests.

The cost of the CompTIA A+ certification varies depending on where you take the exam. Generally speaking, it costs around $320 per exam plus any additional fees associated with taking the exam at a testing center or through an online proctoring service.

9. ICMI Certified Contact Center Manager (ICCM)

The ICMI Certified Contact Center Manager (ICCM) is a professional certification program designed to recognize contact center professionals who have demonstrated the knowledge and skills necessary to manage a successful customer service operation. This certification is offered by the International Customer Management Institute (ICMI), a leading provider of customer service training and resources.

The ICCM certification requires candidates to complete an online assessment that tests their knowledge of contact center management principles, processes, and best practices. The assessment consists of multiple-choice questions that cover topics such as customer experience management, workforce optimization, quality assurance, technology utilization, and more. Candidates must score at least 70% on the assessment in order to pass and receive their certification.

The ICCM certification process typically takes 2-3 weeks to complete from start to finish. Candidates must first register for the program and pay the $299 fee before they can take the online assessment. Once they have successfully passed the assessment, they will receive their official certificate via email within two weeks.

The cost of obtaining an ICMI Certified Contact Center Manager (ICCM) certification is $299 USD.

10. Project Management Professional (PMP)

Project Management Professional (PMP) is a certification offered by the Project Management Institute (PMI). It is a globally recognized credential that demonstrates an individual’s knowledge and experience in project management. The PMP certification is designed to help professionals demonstrate their ability to lead and direct projects, as well as manage resources and personnel.

It typically takes about three to six months to complete the requirements for the PMP certification. To become certified, applicants must have at least 3-5 years of professional project management experience, with 4,500 hours leading and directing projects and 35 contact hours of formal education in project management. They must also pass a 200-question exam administered by PMI.

The cost of obtaining the PMP certification varies depending on how you choose to prepare for it. The exam fee is $555 for members of PMI or $405 for non-members. Additionally, there are several courses available online or through universities that can help prepare you for the exam, which range from free to several thousand dollars depending on the program you choose.

Do You Really Need a Call Center Agent Certificate?

The answer to this question is ultimately up to the individual. Depending on what kind of job you are seeking and the level of experience you have, a call center agent certificate may be an important step in achieving your professional goals.

On one hand, a call center agent certificate can demonstrate that you have a basic understanding of the customer service industry and how it works. This can be beneficial when applying for jobs that require knowledge of customer service principles and best practices. A certificate can also show potential employers that you are dedicated to providing top-notch customer service, as well as having the skills necessary to perform your duties efficiently and effectively.

On the other hand, there are some positions within the customer service field that don’t necessarily require a certification. For example, many entry-level positions don’t require any formal training or certification; rather, they may require familiarity with certain software programs or processes. In addition, some companies may prefer applicants who have extensive work experience in customer service over those with certifications.

Overall, whether or not you need a call center agent certificate depends on your specific career goals and what type of job you want to pursue. If you feel like having a certification will help set you apart from other applicants and make your resume more attractive to employers, then it could be worth investing in obtaining one. However, if no certification is required for the position you are applying for and your work experience speaks for itself, then there may be no need to pursue additional certifications at this time.

Related: Call Center Agent Resume Examples

FAQs About Call Center Agent Certifications

1. What are the Benefits of Call Center Agent Certifications?

Answer: Certified call center agents can demonstrate their knowledge and expertise, leading to higher pay and better job opportunities. They also gain access to specialized training and resources, which can help them better serve customers and improve job performance.

2. What Types of Certifications are Available for Call Center Agents?

Answer: Depending on the industry, certifications may be available from professional organizations such as the International Customer Service Association (ICSA), Certified Call Center Professional (CCCP), or Professional Association for Customer Engagement (PACE). There are also vendor-specific certifications available from companies like Cisco, Avaya, and Genesys.

3. How Do I Become a Certified Call Center Agent?

Answer: To become certified as a call center agent, you must first complete an approved certification program. These programs typically include courses covering topics such as customer service skills, communication techniques, problem resolution strategies, computer technology usage, and more. Once you complete the program and pass the certification exam, you will be granted certification status.

4. How Long Does it Take to Become a Certified Call Center Agent?

Answer: The length of time it takes to become certified varies depending on the type of certification you pursue. Generally speaking, programs can range from a few weeks to several months in duration. You should also factor in additional study time if needed in order to prepare for the certification exam.

5. What is the Cost for Becoming a Certified Call Center Agent?

Answer: The cost of becoming a certified call center agent varies depending on the type of certification pursued and any additional materials needed for completion (such as textbooks). In general, most certifications range from $250-$1000 USD per program or exam fee.