Top 10 Call Center Certifications
Updated 17 min read
Certifications for a call center are important in the job market because they demonstrate an employee’s commitment to their profession and show employers that they have the necessary skills and knowledge to be successful. Certifications can also help employers differentiate between potential candidates, as those with certifications often have more experience and knowledge than those without them. Additionally, certifications provide assurance to employers that their employees are up-to-date on industry standards and trends, allowing them to make better decisions when hiring new staff. Finally, having certifications allows employees to command higher salaries due to their specialized skillsets.
The article reviews the top certifications for call centers, explaining how they can help to advance a call center's career.
What are Call Center Certifications?
Call center certification is a credential that demonstrates an individual's knowledge, skills and abilities in the area of customer service and contact center operations. It is designed to ensure that call center agents and supervisors have the necessary knowledge, skills and abilities to effectively handle customer inquiries, provide quality customer service, adhere to regulations and comply with industry best practices.
Call center certification can help individuals demonstrate their professional qualifications for working in a call center environment. For employers, certification can be used as a tool for selecting qualified applicants for call center positions. It also allows them to evaluate current employees' progress in developing the necessary skills needed for success in the field. By having certified employees, employers are able to ensure that they are providing their customers with high-quality customer service while meeting industry standards and regulations. Furthermore, employers who provide their employees with call center certifications may benefit from reduced turnover rates and improved employee morale due to increased job satisfaction among their staff members.
Pro Tip: When considering call center certification, make sure to research the different certification options available and choose one that meets your needs and goals. Additionally, ensure that the certification is recognized in your region or country as some certifications may not be valid outside of their origin.
Related: What does a Call Center do?
Top 10 Call Center Certifications
Here’s our list of the best certifications available to Call Centers today.
1. Customer Service Representative Certification (CSR)
Customer Service Representative Certification (CSR) is a certification program designed to recognize individuals who have achieved a high level of proficiency in customer service. The program is administered by the International Customer Service Association (ICSA).
The CSR certification is awarded after completing a series of online courses and exams. The courses cover topics such as customer service fundamentals, communication skills, problem solving, and conflict resolution. The exams test your knowledge and understanding of the material covered in the courses.
It typically takes about six months to complete all the courses and exams required for certification. However, this can vary depending on how quickly you are able to complete the coursework and pass the exams.
To get certified, you must first register with ICSA and pay an application fee. After that, you will be given access to the course materials and exams. Once you have successfully completed all of the requirements, you will receive your CSR certification certificate.
The cost for getting certified varies depending on which package you choose from ICSA's website. Generally speaking, it costs between $200-$500 USD for the entire certification process.
2. 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 knowledge and skill in the field of call center operations. The CCCP certification is administered by the International Customer Management Institute (ICMI).
The CCCP program consists of two parts: an online exam and a practical assessment. The online exam covers topics such as customer service, call center operations, customer relationship management, and technology. The practical assessment includes a series of simulated scenarios that test your ability to handle customer inquiries and resolve customer issues.
It typically takes about three months to complete the certification process. During this time, you will need to study for the online exam, practice for the practical assessment, and submit your application materials.
The cost of the CCCP certification varies depending on which ICMI-approved provider you choose to take the exam with. Generally speaking, it can range from $200-$500 USD.
In order to become certified as a CCCP, you must pass both the online exam and the practical assessment with a score of at least 80%. Once you have passed both components, you will be awarded your official CCCP certificate from ICMI.
3. Quality Assurance Certification (QAC)
Quality Assurance Certification (QAC) is a certification that verifies that an organization has met the quality standards set by a governing body or other organization. It is designed to ensure that products and services meet the highest levels of quality, safety, and reliability. Quality Assurance Certification is important for organizations to demonstrate their commitment to providing quality products and services.
The length of time it takes to get QAC depends on the specific requirements of the certifying body or organization. Generally, it can take anywhere from several weeks to several months to complete the process. The amount of time also depends on how much documentation and evidence needs to be provided in order to prove compliance with quality standards.
In order to get QAC, organizations must first identify which certifying body or organization they wish to pursue certification from. Organizations then need to review the specific requirements for certification and prepare all necessary documentation and evidence for submission. Organizations may also need to complete an audit or review process in order to demonstrate their commitment and adherence to quality standards.
The cost of Quality Assurance Certification varies depending on the certifying body or organization chosen as well as any additional services required such as audits or reviews. Generally, costs range from several hundred dollars up into the thousands depending on the complexity of the certification process.
4. 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 and implement process improvement initiatives within their organization. It is based on the principles of Six Sigma, which are focused on eliminating defects in processes and products through data-driven decision making. The certification requires candidates to demonstrate an understanding of the Six Sigma methodology, tools, and techniques as well as their application in various business environments.
The Six Sigma Green Belt Certification typically takes between 4-6 months to complete depending on the program chosen and the amount of time dedicated by the candidate. To get certified, candidates must pass a series of exams that test their knowledge of Six Sigma concepts, tools, and techniques. Additionally, some programs may require candidates to complete a project or case study demonstrating their ability to apply what they have learned.
The cost for Six Sigma Green Belt Certification varies depending on the program chosen but can range from $500-$3,000 USD.
5. Certified Contact Center Manager (CCCM)
Certified Contact Center Manager (CCCM) is a certification program offered by the International Customer Management Institute (ICMI). It is designed for contact center professionals who wish to demonstrate their knowledge and skills in managing customer service operations. The CCCM certification is awarded upon successful completion of a comprehensive exam that covers topics such as contact center management, customer service, quality assurance, workforce optimization, and analytics.
The CCCM certification typically takes about 6-12 months to complete. To get started, you must first register with ICMI and pay the registration fee. Once registered, you can access the online learning materials and practice exams. After studying the material and taking the practice exams, you will be ready to take the final exam. The final exam consists of 90 multiple choice questions and takes approximately 2 hours to complete.
The cost of obtaining the CCCM certification varies depending on your country of residence. In some countries, there may be additional taxes or fees associated with registering for the program. Generally speaking, however, it costs around $1,000 USD to become certified in CCCM.
6. Certified Customer Service Professional (CCSP)
A Certified Customer Service Professional (CCSP) is a professional certification that demonstrates a commitment to providing excellent customer service. It is an internationally recognized certification program developed by the International Customer Service Association (ICSA). The CCSP program provides customer service professionals with the knowledge and skills necessary to provide exceptional customer service in any industry.
The CCSP program consists of three levels: Level 1, Level 2, and Level 3. Each level requires different levels of experience and knowledge. To become certified at each level, applicants must pass an exam and meet certain criteria related to their customer service experience and education.
Level 1 requires applicants to have at least two years of customer service experience or one year of customer service experience plus an ICSA-approved course in customer service. Level 2 requires applicants to have at least four years of customer service experience or two years of customer service experience plus an ICSA-approved course in customer service. Finally, Level 3 requires applicants to have at least six years of customer service experience or three years of customer service experience plus an ICSA-approved course in customer service.
It typically takes between 4-6 months to complete the CCSP program, depending on the applicant's level of expertise and dedication. To get started on this certification, applicants should first visit the ICSA website for more information about the program requirements and fees associated with each level. Applicants can then register for the exam online or contact their local ICSA office for assistance with registration.
The cost for taking the exam varies based on which level you are applying for; however, it typically ranges from $150-$300 USD per exam depending on your location and other factors.
7. Voice User Interface Design Certification (VUIC)
Voice User Interface Design Certification (VUIC) is a certification program designed to help professionals learn the best practices for designing voice user interfaces. It is designed to teach the fundamentals of voice user interface design, including how to create effective conversations and dialogues, design for natural language understanding, and develop voice-driven applications.
The VUIC program consists of two parts: a self-paced online course and an online exam. The online course covers topics such as human-computer interaction, conversational design, natural language processing, and more. The exam tests your knowledge of these topics and requires you to demonstrate your ability to apply them in practice.
The VUIC program takes approximately 10 weeks to complete. You can complete the course at your own pace within that time frame or take longer if needed. Once you have completed the course and passed the exam, you will receive your VUIC certification.
The cost of the VUIC certification varies depending on where you take it from. Generally speaking, it costs around $1,000 USD for the entire program including both the course and exam fees. However, some providers may offer discounts or other incentives that can reduce this cost significantly.
To get started with the VUIC program, you must first find a provider that offers it. There are many providers available online so make sure to do some research before signing up with one. Once you have chosen a provider, register for their course and follow their instructions for completing it successfully. After passing the exam, you will receive your certificate confirming that you have earned your Voice User Interface Design Certification (VUIC).
8. Advanced Call Center Agent Training Certificate
Advanced Call Center Agent Training Certificate is a certification program designed to help call center agents improve their customer service skills and increase their knowledge of the industry. The certificate program typically takes between 8-12 weeks to complete, depending on the institution offering it. To get the certificate, students must complete a series of courses that cover topics such as customer service techniques, communication strategies, problem solving, and more. The cost of the program varies depending on the institution offering it; however, most programs range from $500-$2,000.
9. Certified Technical Support Professional (CTSP)
Certified Technical Support Professional (CTSP) is a certification program that recognizes individuals who have demonstrated a high level of technical knowledge and skill in the field of technical support. The CTSP certification is designed to provide an industry-recognized credential for technical support professionals and demonstrate their commitment to excellence.
It typically takes between six months to one year to complete the CTSP certification process. This includes completing the required coursework, passing the written exam, and completing the hands-on lab exercises.
To get certified as a CTSP, you must first register with an accredited training provider or school that offers the CTSP program. Once registered, you will be provided with all the necessary materials for studying and taking exams. You must then pass both the written and hands-on exams in order to obtain your certification.
The cost of obtaining a Certified Technical Support Professional (CTSP) certification varies depending on where you take your courses and which training provider you use. Generally speaking, however, it can cost anywhere from $1,000 - $2,500 USD to become certified as a CTSP.
10. Call Center Management Professional (CCMP)
Call Center Management Professional (CCMP) is a certification program designed to recognize individuals who have demonstrated knowledge and expertise in managing call center operations. The CCMP is offered by the International Customer Service Association (ICSA).
The CCMP certification consists of four courses, which cover topics such as customer service, call center operations, quality assurance, and management. Each course is six weeks long and can be taken online or in-person. To complete the certification program, students must pass a final exam with a score of 80% or higher.
To get the CCMP certification, you must first complete all four courses within two years of enrolling in the program. After completing the courses, you will need to submit an application for certification along with proof of successful completion of each course. Once your application has been approved, you will receive your CCMP designation from ICSA.
The cost of the CCMP certification depends on how you choose to take the courses. If you choose to take them online, it will cost around $1,500 USD for all four courses. If you choose to take them in person at an ICSA-approved training center, it will cost around $2,000 USD for all four courses.
Do You Really Need a Call Center Certificate?
When it comes to starting a career in the call center industry, many people wonder if they need a call center certificate. The answer to this question depends on several factors, including the specific job role and the requirements of the employer.
For those interested in customer service or technical support roles, acquiring a call center certificate can be beneficial. A certificate program can provide important training that can help prepare individuals for their new role. It can also demonstrate an understanding of customer service techniques, communication skills, and problem-solving strategies which are essential when working with customers over the phone. Additionally, many employers prefer to hire candidates who have completed a call center certificate program as this shows dedication and commitment to the industry.
On the other hand, there are some roles where a call center certificate is not necessary. For instance, if you are looking for an administrative role such as scheduling appointments or managing databases then you may not require a call center certification. In these cases, it is more important that you have experience in office administration and customer service than having a formal certification.
Ultimately, whether or not you need a call center certificate will depend on your individual circumstances and on the requirements of your employer. If you are unsure what type of certification will be required for your job role then it is best to contact potential employers directly to find out their specific requirements before applying for any positions.
Related: Call Center Resume Examples
FAQs About Call Center Certifications
1. What Is a Call Center Certification?
Answer: A call center certification is a course of study and/or testing that verifies an individual has the skills and knowledge necessary to work in a call center environment. It is designed to ensure that personnel have the right qualifications for the job, as well as providing employers with the assurance that their employees are up-to-date on industry standards and practices.
2. What Are the Benefits of Call Center Certifications?
Answer: The main benefit of a call center certification is that it provides job seekers with recognition of their expertise in this field, making them more attractive to potential employers. Additionally, employers can use these certifications as part of their hiring process to ensure they are bringing on qualified individuals who can hit the ground running.
3. What Skills Does A Call Center Certification Cover?
Answer: A call center certification will typically cover key skills such as customer service, communication and problem-solving, as well as technical topics such as scripting, software usage, data entry and reporting.
4. How Long Does It Take To Obtain A Call Center Certification?
Answer: The length of time required to obtain a call center certification will vary depending on the type of program chosen and any prerequisites needed before starting the program. Generally speaking, most programs can be completed within 6 months or less depending on how much time you are able to dedicate to studying each week.
5. How Much Does a Call Center Certification Cost?
Answer: The cost of a call center certification will depend on which program you choose to pursue; however, most courses range from $500-$1000 USD depending on what materials and resources are included in the program fee (e.g., textbooks or online access).