Top 10 Call Center Associate Certifications

Certifications are important for call center associates in the job market because they demonstrate a level of expertise and knowledge that employers look for when hiring. They also provide a way to stand out from other applicants and can often be used as evidence of skills or qualifications that make a candidate more attractive. Certifications can also provide an edge during salary negotiations by showing employers that you have the knowledge and experience needed to succeed in the role.

The purpose of this article is to review the top certifications for Call Center Associates and explain how they can help an associate advance their career.

What are Call Center Associate Certifications?

Call center associate certification is a professional certification that confirms an individual’s knowledge and proficiency in the field of customer service. It is designed to provide employers with assurance that the candidate has the skills and qualifications necessary to excel in a call center environment.

The certification covers topics such as customer service techniques, problem-solving strategies, communication skills, and technology. It also requires that candidates demonstrate proficiency in areas such as customer relationship management, process improvement, and quality assurance. The certification provides employers with assurance that the candidate has the training they need to handle customer inquiries efficiently and effectively.

By obtaining this certification, an individual can demonstrate their commitment to providing excellent customer service and stand out among other applicants. This can be especially beneficial for those looking to move up within a call center or enter into a new role within this field. Additionally, having this certification may enable individuals to gain access to more advanced positions within the industry or open up opportunities for promotion.

Pro Tip: When considering Call Center Associate Certification, look for programs that offer both online and in-person instruction. This will ensure you have the most comprehensive training and preparation for your job. Additionally, try to find a program that offers specialized certifications for specific industries or roles within the call center. This can help you stand out from other applicants and give you an edge when it comes to finding employment.

Related: What does a Call Center Associate do?

Top 10 Call Center Associate Certifications

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

1. Certified Call Center Professional (CCCP)

Certified Call Center Professional (CCCP) is a certification program designed to recognize individuals who have demonstrated a high level of proficiency in the field of customer service and call center operations. The certification is administered by the International Customer Service Association (ICSA).

The CCCP certification program consists of four levels: Certified Call Center Professional (CCCP), Advanced Certified Call Center Professional (ACCP), Master Certified Call Center Professional (MCCP) and Executive Certified Call Center Professional (ECCP). To obtain any of these certifications, applicants must pass a comprehensive exam that covers topics such as customer service, call center operations, problem solving and communication skills.

The time required to complete the CCCP program varies depending on the level of certification sought. Generally, it takes around six months to complete the CCCP program. The ACCP requires an additional two to three months of study, while the MCCP requires approximately nine months and the ECCP requires up to 12 months.

To get certified as a CCCP, you must first complete an approved training course or demonstrate equivalent experience in customer service or call center operations. Once you have completed your training or gained sufficient experience, you can then apply for the CCCP exam through ICSA's website. After you have passed the exam, you will receive your official certificate from ICSA.

The cost of obtaining a CCCP certification varies depending on which level you are seeking and whether you are taking an online or in-person course for your training. Generally speaking, it costs around $500-$1,000 for each level of certification.

2. Certified Contact Center Quality Analyst (CCCQA)

Certified Contact Center Quality Analyst (CCCQA) is a certification program designed to help contact center professionals develop the skills and knowledge necessary to become more proficient in their roles. The CCCQA certification provides an industry-recognized credential that demonstrates the competency of contact center quality analysts.

The CCCQA certification program consists of three levels: Professional, Advanced, and Master. Each level requires passing an exam and meeting certain educational requirements.

It typically takes about six months to complete the Professional Level Certification, twelve months for the Advanced Level Certification, and eighteen months for the Master Level Certification.

To earn the CCCQA certification, candidates must first complete a series of online courses covering topics such as customer service, quality assurance, performance management, process improvement, and analytics. Candidates must also pass a written exam at each level in order to be certified.

The cost of the CCCQA certification varies depending on which level you are pursuing. The Professional Level Certification costs approximately $1,000 USD; the Advanced Level Certification costs approximately $2,000 USD; and the Master Level Certification costs approximately $3,000 USD.

3. Certified Customer Service Representative (CCSR)

A Certified Customer Service Representative (CCSR) is a professional certification that demonstrates a commitment to providing excellent customer service. It is designed for those who work in customer service roles, such as call center representatives, customer service managers, and other customer-facing professionals. The certification is offered by the International Customer Service Association (ICSA).

The CCSR exam consists of 100 multiple-choice questions and takes approximately two hours to complete. To be eligible to take the exam, applicants must have at least one year of experience in a customer service role and have completed an ICSA approved training program.

To obtain the CCSR certification, applicants must pass the exam with a score of 70% or higher. Once certified, individuals must renew their certification every three years by completing continuing education credits or retaking the exam.

The cost of the CCSR exam varies depending on whether you are an ICSA member or non-member. For members, it costs $125; for non-members, it costs $175.

4. Certified Customer Experience Professional (CCXP)

Certified Customer Experience Professional (CCXP) is a professional certification program designed to equip customer experience professionals with the skills, knowledge and best practices needed to deliver exceptional customer experiences. The CCXP credential is the only globally recognized certification specifically for customer experience professionals.

It typically takes about 6-12 months to complete the requirements for the CCXP certification. To get certified, you must have at least three years of relevant work experience in customer experience management or related fields, complete an approved training program, pass a written exam and submit a portfolio of work demonstrating your expertise in customer experience management.

The cost of the CCXP certification varies depending on where you take the training and exam. Generally, it costs around $3,000-$4,000 USD including all fees associated with taking the training and exam.

5. Certified Call Center Manager (CCCM)

Certified Call Center Manager (CCCM) is a professional certification program designed to recognize individuals who have achieved excellence in call center management. The CCCM certification is offered by the International Customer Service Association (ICSA), an organization dedicated to advancing customer service and call center operations.

The CCCM certification program consists of two parts: a written assessment and a practical application project. The written assessment covers topics such as call center management, customer service, and problem-solving. The practical application project requires candidates to demonstrate their knowledge in a real-world setting by developing and implementing a call center improvement plan.

The CCCM certification can be obtained in as little as four months if all requirements are met. Candidates must first register for the exam online, pay the registration fee, and complete the written assessment within six weeks of registering. Once the written assessment has been completed, candidates must submit their practical application project within four weeks of completing the written assessment in order to receive their certification.

The cost of obtaining the CCCM certification varies depending on whether or not you are an ICSA member. For non-members, the cost is $395 USD for both parts of the exam, while members pay $295 USD for both parts.

6. Six Sigma Green Belt for Call Centers

Six Sigma Green Belt for Call Centers is a certification program designed to help call center employees improve their performance and the overall customer experience. It provides employees with the tools and techniques to identify, analyze, and solve problems in order to achieve higher levels of quality and efficiency. The program typically takes 8-10 weeks to complete and includes classroom instruction, online coursework, and hands-on practice.

To get Six Sigma Green Belt for Call Centers certification, individuals must first complete an accredited training program that covers the basics of Six Sigma methodology. After completing the training program, they must pass an exam administered by an accredited organization such as ASQ or IASSC. Once certified, individuals can use their knowledge and skills to improve processes within their call centers.

The cost of Six Sigma Green Belt for Call Centers certification varies depending on the provider and type of course taken. Generally speaking, it can range from $1,000 - $5,000 USD.

7. Certified Voice of the Customer Analyst (CVCA)

Certified Voice of the Customer Analyst (CVCA) is a professional certification that demonstrates an individual’s expertise in customer experience management. It provides recognition of an individual's knowledge and skills in gathering, analyzing, and interpreting customer feedback.

The certification is offered through the Customer Experience Professionals Association (CXPA). It requires applicants to have at least three years of professional experience in customer experience or related fields. The certification process includes a written exam that tests knowledge and skills related to customer experience management.

It typically takes about six weeks for applicants to complete the certification process, including taking the written exam and submitting their application materials. The cost of the CVCA certification is $595 USD for CXPA members, or $795 USD for non-members.

8. Certified Quality Assurance Specialist (CQAS)

A Certified Quality Assurance Specialist (CQAS) is a professional who has been trained and certified in quality assurance processes. The CQAS certification is awarded by the American Society for Quality (ASQ). This certification demonstrates a commitment to quality assurance principles and practices.

The CQAS certification requires a minimum of three years of experience in the field of quality assurance, or an equivalent combination of education and experience. In addition, applicants must pass an exam that covers topics such as quality management systems, auditing principles, statistical process control, and problem-solving techniques.

To get the CQAS certification, applicants must complete an application form and submit it to ASQ along with the required fees. The application fee is $200 USD for members of ASQ and $250 USD for non-members. After submitting the application form, applicants will be required to take an online exam which consists of multiple-choice questions. Applicants must score at least 70% on this exam in order to receive their CQAS certification.

Once certified, CQAS professionals are expected to maintain their credentials by earning continuing education credits every three years. These credits can be earned through participating in conferences or workshops related to quality assurance topics or by taking additional courses provided by ASQ or other organizations.

9. Certified Professional in Customer Relationship Management (CPCRM)

Certified Professional in Customer Relationship Management (CPCRM) is a certification program offered by the International Customer Relationship Management Institute (ICRMI). The program is designed to help professionals develop their customer relationship management (CRM) skills and knowledge. This certification demonstrates that the individual has achieved a certain level of proficiency in CRM and is able to apply it effectively in their professional environment.

The CPCRM certification requires applicants to have at least two years of experience working with CRM software, as well as a minimum of 30 hours of training from an accredited provider. Applicants must also pass an exam that covers topics such as customer segmentation, data analysis, customer service, marketing automation, and more.

The entire process typically takes about six months to complete. During this time, applicants should be studying for the exam and completing any required training courses.

The cost for the CPCRM certification varies depending on the training provider chosen by the applicant. Generally speaking, it can range anywhere from $500 - $2,000 USD depending on the length and type of course taken.

Overall, obtaining a CPCRM certification is a great way for individuals to demonstrate their expertise in customer relationship management and set themselves apart from other professionals in their field.

10. International Association of Business Communicators' Certificate in Call Center Management (IABC-CCM).

The International Association of Business Communicators (IABC) Certificate in Call Center Management (CCM) is a professional certification program designed to help call center managers and supervisors develop the skills and knowledge needed to effectively manage their call centers. The program consists of four courses, each focusing on a different aspect of call center management. The courses are:

1. Introduction to Call Center Management

2. Processes and Procedures for Call Centers

3. Quality Assurance in Call Centers

4. Human Resources and Training for Call Centers

The IABC-CCM program takes approximately six months to complete, depending on the individual's availability and commitment level. To get the certificate, individuals must attend all four courses, complete all course assignments, and pass the final exam with a score of 70% or higher. The cost of the program is $2,500 USD plus applicable taxes.

Do You Really Need a Call Center Associate Certificate?

The decision to pursue a call center associate certificate is a personal one and depends on individual circumstances. For those seeking a career in the customer service or call center industry, such a certificate can be beneficial. It can provide an edge over other applicants who may not have the same level of knowledge and experience.

A call center associate certificate gives students the opportunity to learn about customer service principles, techniques, and strategies. They also gain practical experience with handling customer inquiries, resolving customer issues, and providing exceptional customer service. This type of training is invaluable in today's competitive job market, as employers are looking for individuals with strong communication skills coupled with technical knowledge.

Additionally, having a call center associate certificate shows potential employers that you are serious about your career and have taken the initiative to further your education in order to stay ahead of the competition. Having this type of certification also demonstrates that you have taken the time to understand customer service principles and can apply them effectively when dealing with customers. This type of knowledge is essential in any organization that provides customer support services or deals with customer inquiries on a daily basis.

Ultimately, whether or not someone should pursue a call center associate certificate ultimately depends on their own individual goals and objectives. If you feel like it would be beneficial for your career path then it may be worth considering investing in this type of certification program.

Related: Call Center Associate Resume Examples

FAQs About Call Center Associate Certifications

Q1. What is a Call Center Associate Certification?

A1. A Call Center Associate Certification is a professional certification that validates an individual’s knowledge and skills to work in a call center environment. It demonstrates an individual’s commitment to providing excellent customer service and it can help employers identify qualified applicants for job openings.

Q2. What are the requirements for obtaining a Call Center Associate Certification?

A2. The requirements for obtaining a Call Center Associate Certification vary depending on the certifying organization, but typically include passing an exam and completing coursework related to customer service best practices, communication techniques, problem-solving strategies, and other topics relevant to the role of call center associate.

Q3. How long does it take to get certified as a Call Center Associate?

A3. The time required to get certified as a Call Center Associate varies depending on the certifying organization, but it usually takes several weeks or months to complete the required coursework and pass the exam.

Q4. Is there an annual fee associated with maintaining my certification?

A4: Yes, most certifying organizations charge an annual fee for maintaining your certification status. This fee helps ensure that you stay up-to-date with changes in industry standards and best practices related to customer service and call center operations.

Q5: How can I use my certification to advance my career?

A5: Having a Call Center Associate Certification can be beneficial when applying for jobs within the industry as it shows potential employers that you have taken the initiative to gain additional knowledge in order to become more qualified for certain positions than other applicants who may not have this type of certification. Additionally, having this certification can open up opportunities for promotions or higher paying positions within your current company or with another employer in the future.