Top 11 Call Center Analyst Certifications

Certifications are important for a call center analyst in the job market because they demonstrate that the analyst is knowledgeable and well-trained in the areas of customer service, problem-solving, communication, and technology. Certifications also provide employers with evidence that the analyst has the required skills and knowledge to perform effectively in a call center environment. Having a certification can help an analyst stand out from other applicants and increase their chances of being hired. Additionally, certifications can help an analyst gain credibility within their field and be more competitive for promotions or higher positions.

This article reviews some of the top certifications for Call Center Analysts, highlighting how they can help to develop and enhance their career.

What are Call Center Analyst Certifications?

Call center analyst certification is a credential that can help call center analysts gain recognition and demonstrate their commitment to their profession. This certification is available through various organizations, including the International Customer Service Association (ICSA). With this credential, call center analysts gain access to a network of professionals who are actively working in the customer service field. Additionally, they learn best practices in customer service, customer service strategies, and how to effectively use technology and analytics.

Having this certification can be beneficial for those looking for career advancement within their organization or those looking for new opportunities outside of their current employer. It provides an indication that the individual has taken the initiative to develop their skills and knowledge in customer service and demonstrates their dedication to excellence in the field. As such, it can help individuals stand out from others when applying for jobs or promotions within the industry. Furthermore, having this certification may also give individuals access to exclusive job postings or professional development opportunities that would otherwise not be available without it.

Pro Tip: When considering call center analyst certification, be sure to research the certifying body and their program requirements. Many certifications require a certain number of hours or experience in the field, so make sure you are well-prepared for the certification process. Additionally, look into any continuing education requirements associated with the certification to ensure you stay up-to-date on industry best practices.

Related: What does a Call Center Analyst do?

Top 11 Call Center Analyst Certifications

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

1. Certified Call Center Quality Analyst (CCQA)

Certified Call Center Quality Analyst (CCQA) is a professional certification program designed to recognize individuals who have demonstrated expertise in call center quality assurance. The certification is awarded by the International Customer Service Association (ICSA).

It takes approximately 3-6 months to complete the CCQA program and become certified. To get certified, applicants must first complete a self-study course that covers topics such as customer service, call center operations, and quality assurance. Once the course is completed, applicants must pass an online exam to demonstrate their knowledge of the material.

The cost of the CCQA certification program varies depending on the provider chosen. Generally, it costs between $500 and $1,000 for the self-study course and exam. Additionally, there may be additional fees associated with taking the exam or registering for continuing education credits.

2. Certified Contact Centre Professional (CCCP)

Certified Contact Centre Professional (CCCP) is a professional certification program that is designed to recognize and validate the knowledge, skills, and abilities of contact centre professionals. It is an industry-recognized credential that demonstrates a commitment to excellence in customer service.

The CCCP certification program consists of two levels: Level 1 focuses on basic contact centre operations and Level 2 focuses on advanced contact centre operations. To become certified at either level, applicants must pass an exam administered by the International Customer Service Association (ICSA). The exam covers topics such as customer service best practices, quality assurance processes, call center management techniques, and operational strategies.

It typically takes six to eight weeks to complete the CCCP certification process. During this time, applicants must complete the ICSA's online coursework and pass the associated exams. Once they have passed the exams, they will receive their official CCCP certificate from ICSA.

The cost of obtaining the CCCP certification varies depending on which level you are seeking certification for. The cost for Level 1 is $395 USD and the cost for Level 2 is $495 USD.

3. Certified Customer Service Professional (CCSP)

Certified Customer Service Professional (CCSP) is a certification program that recognizes customer service professionals who have demonstrated the knowledge and skills necessary to consistently provide exceptional customer service.

The CCSP certification is offered by the International Customer Service Association (ICSA). It is designed for customer service professionals, managers, supervisors, and directors who are looking to demonstrate their expertise in customer service.

To become certified, applicants must pass an online exam that covers topics such as customer service fundamentals, communication skills, problem solving and conflict resolution. The exam consists of 100 multiple-choice questions and must be completed within two hours.

The cost of the CCSP certification program varies depending on the country in which you are located. In the United States, the cost is $399 USD for ICSA members and $499 USD for non-members.

Once you have successfully passed the exam, you will receive your official certificate from ICSA. You will also receive a digital badge that can be displayed on your website or social media profiles. This badge serves as proof of your certification status and can help you stand out from other job candidates when applying for customer service positions.

4. Certified Customer Experience Professional (CXP)

Certified Customer Experience Professional (CXP) is a certification program designed to help customer experience professionals gain the knowledge and skills needed to excel in their roles. The certification is offered by the Customer Experience Professionals Association (CXPA), an international organization that promotes and advances the practice of customer experience management.

The CXP certification program consists of two parts: a comprehensive online course and an exam. The online course covers topics such as customer journey mapping, customer service strategies, customer analytics, and more. It takes approximately 30 hours to complete the course. Once completed, candidates can take the exam, which consists of multiple-choice questions related to customer experience management topics.

To get certified as a CXP, you must first register with the CXPA and pay a fee of $500 USD. After registering, you will be given access to the online course materials and can begin studying for the exam at your own pace. Once you have completed all of the required coursework, you can then schedule your exam date with Prometric Testing Centers or Pearson VUE Testing Centers.

The cost of taking the CXP exam is $395 USD and it typically takes between 1-2 hours to complete. Upon successful completion of the exam, you will receive your official CXP certification from the CXPA.

5. Certified Quality Analyst (CQA)

Certified Quality Analyst (CQA) is a professional certification program offered by the American Society for Quality (ASQ). It is designed to recognize individuals who have demonstrated a high level of knowledge and skills in quality assurance and control. The CQA certification is highly respected in the industry and can help professionals advance their career in quality assurance and control.

The CQA exam consists of 150 multiple-choice questions covering topics such as quality principles, management systems, process improvement, statistical analysis, auditing, and more. To be eligible to take the exam, candidates must have at least three years of full-time work experience in a quality-related field or an equivalent combination of education and experience.

The CQA exam takes about four hours to complete. Candidates must score at least 70% on the exam to pass. The exam fee is $399 USD for ASQ members or $499 USD for non-members.

To maintain their certification, CQAs must earn 60 continuing education credits over three years or retake the exam every three years.

6. Six Sigma Green Belt Certification

Six Sigma Green Belt Certification is a professional certification program that focuses on the improvement of business processes and operations. It is designed to help individuals understand and apply Six Sigma principles, tools, and techniques to improve organizational performance. The program consists of a series of courses and exams that cover topics such as Lean Six Sigma methodology, data analysis, process improvement, project management, problem solving, and customer service.

How long does it take to get it? The length of time required to become certified depends on how much experience you have with Six Sigma principles prior to taking the certification course. Generally speaking, most individuals can complete their certification in six months or less.

How to get it? To become certified as a Six Sigma Green Belt, you must first complete an approved training program. Most programs consist of both online and classroom-based instruction and require students to pass an exam at the end of the course. After completing the training program, you must then submit an application for certification through an accredited organization such as ASQ or IASSC.

How much does it cost? The cost of becoming certified varies depending on which organization you choose for your certification. Generally speaking, most organizations charge between $500-$1000 USD for the training program and exam fees.

7. ITIL Foundation Certificate in IT Service Management

ITIL Foundation Certificate in IT Service Management is a globally recognized qualification that demonstrates an individual’s understanding of the core concepts, processes, and best practices within the IT Infrastructure Library (ITIL). It is designed for those who work in or are looking to enter a career in IT service management.

The certification usually takes around two days to complete, depending on the provider and the format of delivery. It can be taken as either a classroom-based course or online with an accredited training provider.

The cost of taking the certification varies depending on the training provider you choose and whether you take it online or in person. Generally speaking, it costs between $500 and $1,000 USD.

In order to get certified, individuals must pass an exam at the end of their course. The exam consists of 40 multiple choice questions which must be completed within 60 minutes. To pass, candidates must score 65% or higher.

8. Lean Six Sigma Black Belt Certification

Lean Six Sigma Black Belt Certification is a professional certification program that teaches individuals how to use Lean and Six Sigma methodologies to improve business processes. The certification focuses on the principles of Lean, which emphasize the elimination of waste and non-value added activities, as well as the Six Sigma methodology, which emphasizes the reduction of variation in process outputs.

The Lean Six Sigma Black Belt Certification typically takes between four to six months to complete. To get certified, individuals must first attend a training course that covers the basics of Lean and Six Sigma methodologies. After completing the course, they must then pass an exam administered by an accredited organization such as ASQ or IASSC.

The cost of getting certified varies depending on the training provider and type of certification program chosen. Generally speaking, it can range anywhere from $1,500 to $5,000 USD for a full certification package including materials, exams and other related services.

9. Project Management Professional (PMP)

Project Management Professional (PMP) is a certification offered by the Project Management Institute (PMI). It is a globally recognized and respected credential that demonstrates an individual’s project management knowledge and experience. PMP certification holders have proven their ability to effectively manage projects, as well as their commitment to the profession.

It typically takes between 6-12 months to obtain the PMP certification. The process consists of four steps: completing an application, passing an exam, demonstrating professional experience in project management, and earning continuing education credits.

To get the PMP certification, individuals must meet certain requirements including having a secondary degree or higher, at least three years of project management experience with 4,500 hours leading projects, and 35 hours of project management education.

The cost for the PMP certification varies depending on whether or not you are a PMI member. For non-members, it costs $555 for the exam fee plus $100 for the application fee. For members of PMI, it costs $405 for the exam fee plus $60 for the application fee.

10. Certified Analytics Professional (CAP)

Certified Analytics Professional (CAP) is a professional certification program developed by the Institute for Operations Research and the Management Sciences (INFORMS). It is designed to recognize individuals who have demonstrated expertise in analytics, data science, and related technologies. The CAP credential is intended to provide employers with assurance that a candidate has the necessary skills and knowledge to be successful in an analytics role.

To become a Certified Analytics Professional (CAP), individuals must pass an exam that covers topics such as predictive modeling, data mining, machine learning, optimization, text analytics, big data analytics, and more. The exam consists of 150 multiple-choice questions and takes approximately 3 hours to complete.

In order to take the CAP exam, applicants must first register with INFORMS. Registration costs $395 USD for members of INFORMS or other partner organizations; non-members pay $495 USD. Once registered, applicants can choose from one of two testing windows each year: January/February or July/August. Results are typically available within 4 weeks after the testing window closes.

The cost of maintaining a Certified Analytics Professional (CAP) credential is $95 USD per year for members of INFORMS or other partner organizations; non-members pay $145 USD per year.

11. Microsoft Office Specialist Certification

Microsoft Office Specialist (MOS) certification is a globally recognized credential that validates an individual’s ability to use Microsoft Office applications. The certification is offered by Certiport, an authorized testing center for Microsoft, and covers the following applications: Word, Excel, PowerPoint, Outlook, Access and SharePoint.

The MOS exam consists of 50-60 multiple-choice questions and takes approximately 90 minutes to complete. To become certified, you must pass one or more of the exams with a score of 700 or higher on a scale of 1000. The cost of each exam varies depending on the country in which it is taken; however, most countries charge between $90 and $150 per exam.

To prepare for the MOS exams, you can take online training courses from Certiport or purchase practice tests from third-party vendors such as ExamForce or MeasureUp. You can also find free study guides and practice tests online at sites such as Microsoft's Office Training Center or ExamCollection. Additionally, many local community colleges offer classes that cover the topics tested on the MOS exams.

Overall, obtaining your MOS certification can be a time-consuming process that requires dedication and hard work; however, it is worth it in terms of career advancement opportunities and increased earning potential.

Do You Really Need a Call Center Analyst Certificate?

Whether or not you need a call center analyst certificate depends on your career goals. If you are looking to enter the field of call center analysis, then having a certification can be beneficial in helping you stand out from other job candidates and demonstrate your knowledge and skills. Having a certification can also give you credibility with potential employers and help you land the job you want.

On the other hand, if you already have experience working in a call center or related field, then a certificate may not be necessary. Many employers will value prior experience over formal education, so having a certificate may not be essential for getting hired. It is important to consider what employers are looking for when determining whether or not to pursue a certification.

Ultimately, it is up to you to decide if obtaining a call center analyst certificate is right for your career goals. If it is something that interests you and can help boost your chances of landing the job of your dreams, then it may be worth investing in the time and money required to obtain one.

Related: Call Center Analyst Resume Examples

FAQs About Call Center Analyst Certifications

1. What are the requirements for becoming a Certified Call Center Analyst?

Answer: The requirements for becoming a Certified Call Center Analyst vary by certification provider, but generally include having at least two years of experience in a call center environment, passing an exam and completing additional training courses related to the field.

2. How long does it take to become certified?

Answer: The time it takes to become certified depends on the certification program you choose and how much time you can dedicate to studying and preparing for the exam. Generally, it takes around 6-12 months to complete all of the necessary steps.

3. Are there any prerequisites for taking a certification exam?

Answer: Yes, many certification programs require applicants to have prior work experience or knowledge in order to be eligible for taking their exams. Additionally, some programs may require applicants to pass an online assessment or interview before being allowed to take the exam.

4. What topics will be covered on the certification exam?

Answer: Topics covered on a call center analyst certification exam typically include customer service best practices, problem solving techniques, communication skills, and understanding of customer service software systems and tools.

5. How often do I need to renew my certification?

Answer: Most certifications need to be renewed every few years in order to stay up-to-date with changes in technology and industry standards.