Top 10 Call Center Director Certifications

Certifications for a call center director in the job market are important because they demonstrate a commitment to professional development and provide evidence of specialized knowledge. Certifications can also be used to prove that an individual has the necessary skills and qualifications to manage a call center operation. Furthermore, certifications may be required by employers as part of their hiring process, and having one or more of these credentials can give job seekers an edge when competing for positions. Finally, certifications provide recognition from industry peers and can help boost career advancement opportunities.

The purpose of this article is to provide an overview of the top certifications available for Call Center Directors and explain how they can enhance a call center director's career.

What are Call Center Director Certifications?

Call center director certification is a program designed to provide managers and directors with the skills and knowledge needed to effectively lead a call center. The program focuses on core competencies such as customer service, operations, technology, communication, and leadership. It also covers topics such as staff management, process improvement, performance measurement, and customer experience.

By completing call center director certification, individuals will gain an understanding of how to create a positive work environment where their employees can thrive. They will learn how to develop strategies that increase productivity and customer satisfaction. In addition, they will gain the skills necessary to create efficient processes that optimize the call center's performance. Certification also provides guidance on how to use data-driven decision making in order to improve customer experience and loyalty.

Overall, call center director certification is beneficial for those looking for advanced leadership roles within the industry or for those who want to enhance their current skill set. It equips them with the tools necessary to drive their team towards success while ensuring customer satisfaction remains at its highest level.

Pro Tip: When looking for a call center director certification program, make sure to research the organization offering the program and ensure that their certification is recognized by industry standards. Additionally, look for a program with a comprehensive curriculum that covers topics such as customer service best practices, team management strategies, and performance metrics.

Related: What does a Call Center Director do?

Top 10 Call Center Director Certifications

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

1. Certified Call Center Manager (CCCM)

Certified Call Center Manager (CCCM) is a professional certification program designed to recognize and validate the knowledge, skills, and abilities of call center managers. It is offered by the International Customer Service Association (ICSA).

The CCCM certification program consists of two parts: a written exam and a practical application project. The written exam covers topics such as customer service principles, call center operations, technology, management techniques, and quality assurance. The practical application project requires the candidate to develop a plan for improving an existing call center or creating a new one.

Candidates must have at least five years of experience in managing or leading a call center in order to be eligible for the CCCM certification. Candidates should also have completed an ICSA-approved training program or have equivalent work experience in the field.

The CCCM certification process typically takes between three and six months to complete. During this time, candidates must prepare for and pass both the written exam and the practical application project. The cost of the CCCM certification varies depending on the provider but generally ranges from $500-$2,000 USD.

2. Certified Customer Service Professional (CCSP)

Certified Customer Service Professional (CCSP) is a professional certification that recognizes individuals who have demonstrated the knowledge and skills necessary to provide exceptional customer service. It is offered by the International Customer Service Association (ICSA).

To become certified, individuals must complete an approved training program, pass an exam, and agree to abide by a code of ethics. The training program typically takes between 8-12 weeks to complete and can be done either in person or online. The cost of the training program varies depending on the provider but generally ranges from $400-$1,000 USD. After completing the training program and passing the exam, individuals must pay a one-time fee of $125 USD for certification.

The CCSP certification is valid for three years from the date of issue and can be renewed by taking additional courses or completing continuing education credits.

3. Certified Contact Center Quality Assurance Professional (CCQAP)

Certified Contact Center Quality Assurance Professional (CCQAP) is a certification program designed to recognize individuals who have demonstrated the knowledge and skills necessary to ensure quality assurance in contact centers. The CCQAP certification is offered by the International Customer Service Association (ICSA).

The CCQAP certification program consists of two parts: a written exam and an online course. The written exam covers topics such as customer service, quality assurance, process improvement, and contact center operations. The online course covers topics such as customer service best practices, process improvement methods, and contact center metrics.

To become certified as a CCQAP, applicants must pass both the written exam and the online course with a score of at least 70%. The exam must be taken within one year of completing the online course. It typically takes about four months to complete both parts of the certification program.

The cost for taking the CCQAP certification program is $795 USD for ICSA members and $895 USD for non-members. This fee includes access to all required materials, including the written exam and the online course.

4. Certified Call Center Supervisor (CCCS)

Certified Call Center Supervisor (CCCS) is an internationally recognized certification program designed to train and certify call center supervisors in the best practices of leading a successful call center. It is administered by the International Customer Service Association (ICSA).

The CCCS program consists of two parts: a self-study course and an online exam. The self-study course includes topics such as customer service, communication skills, problem solving, team building, and managing customer relationships. The exam covers topics such as customer service management, call center operations, quality assurance, and performance management.

To get certified as a CCCS, you must first complete the self-study course and pass the online exam with a score of 80% or higher. The self-study course takes approximately 8 hours to complete and the exam can take up to 2 hours depending on your speed.

The cost for the CCCS certification program varies depending on where you purchase it from. Generally speaking, it costs around $200 USD to become certified as a CCCS.

5. Six Sigma Black Belt Certification

Six Sigma Black Belt Certification is a professional certification program designed to recognize individuals who have achieved mastery of the Six Sigma methodology. It is a highly sought after certification for professionals in the field of quality management, process improvement, and data analysis.

The Six Sigma Black Belt Certification program typically takes three to four months to complete. The program consists of online or classroom-based training, followed by an examination. The training covers topics such as project management, data analysis, problem solving, and process improvement. After successful completion of the training and examination, individuals will receive their certification.

To get certified as a Six Sigma Black Belt, you must first meet certain eligibility requirements. These include having at least three years of experience in quality management or related fields; having a bachelor’s degree or higher; and having completed at least one project utilizing Six Sigma methodology. Once these requirements are met, you can register for the certification program through an accredited provider such as ASQ or IASSC.

The cost of the Six Sigma Black Belt Certification varies depending on the provider and type of course chosen (online or in-person). Generally speaking, it costs between $2,500 - $4,000 USD for the entire course including materials and exam fees.

6. Certified Customer Experience Professional (CXP)

Certified Customer Experience Professional (CXP) is a certification program offered by the International Customer Experience Institute (ICEXI). It is designed to help professionals develop the skills and knowledge needed to deliver exceptional customer experiences.

The CXP certification consists of three levels: Certified, Advanced, and Master. To become a Certified CXP, you must pass an exam that covers topics such as customer experience strategy, customer journey mapping, customer service management, and analytics. The exam takes approximately two hours to complete and can be taken online or in-person at an authorized testing center.

To get certified at any level, you must first register with ICEXI and pay a fee of $250 USD for the Certified CXP exam. You will then receive access to study materials and practice tests that can help you prepare for the exam. After passing the exam, you will receive your official certification from ICEXI.

The cost of the Advanced CXP and Master CXP exams are $450 USD each. These exams require more advanced knowledge and expertise in customer experience management than the Certified CXP exam does. Both exams take approximately four hours to complete and can be taken online or in-person at an authorized testing center.

7. Project Management Professional (PMP)

Project Management Professional (PMP) is a globally recognized certification for project managers. It is issued by the Project Management Institute (PMI). The PMP certification demonstrates that an individual has the knowledge and experience to successfully manage projects of any size and complexity.

It typically takes between 6-12 months to prepare for the PMP exam, depending on how much time you can dedicate to studying. To become certified, you must meet certain eligibility requirements, including having a minimum of 4500 hours of professional project management experience in the last 8 years and 35 contact hours of formal project management education.

To get your PMP certification, you must first apply online with PMI. Once your application is approved, you will be able to register for the exam and pay the fee. The cost of the exam varies by country but generally ranges from $405-$555 USD. After passing the exam, you will need to maintain your certification by earning 60 PDUs (Professional Development Units) every three years.

8. ITIL Foundation Certification

ITIL Foundation Certification is a globally recognized qualification that demonstrates an individual’s understanding of the IT Infrastructure Library (ITIL). It is designed to provide individuals with the basic knowledge and skills to work in IT service management.

The certification exam consists of 40 multiple-choice questions and lasts for 60 minutes. To pass, an individual must score at least 65% or 26 out of 40 questions correctly.

In order to get the certification, individuals must first take an accredited training course from an approved provider. The course usually takes two days and covers topics such as service management principles, processes, functions, roles, and activities. After completing the course, individuals can then sit for the certification exam.

The cost of the ITIL Foundation Certification varies depending on the training provider and location. Generally speaking, it can range from $500 to $2,000 USD for both the training course and exam fee.

9. Lean Six Sigma Green Belt Certification

Lean Six Sigma Green Belt Certification is a professional certification that demonstrates an individual’s knowledge and understanding of Lean Six Sigma principles, tools, and techniques. It is designed for professionals who are responsible for leading improvement projects in their organization. The certification provides an in-depth understanding of the DMAIC (Define, Measure, Analyze, Improve, Control) methodology and its application to solve problems.

The Lean Six Sigma Green Belt Certification typically takes about 40 hours to complete. This includes studying the material, attending classes or webinars, completing practice tests and exams, and taking the final exam. To get certified as a Lean Six Sigma Green Belt, you must first pass a written exam that covers topics such as project management fundamentals; process improvement methods; data analysis techniques; problem solving tools; and design of experiments. You will also need to demonstrate your ability to apply these concepts by completing a project that focuses on improving a process within your organization or industry.

The cost of Lean Six Sigma Green Belt Certification can vary depending on the provider you choose. Generally speaking, it can range from $1,000 – $2,500 USD for self-study courses or online programs. In-person training courses may cost more due to additional expenses such as travel costs and instructor fees.

10. Certified Call Center Technology Expert (CCTE)

Certified Call Center Technology Expert (CCTE) is a professional certification that recognizes the expertise of professionals who have demonstrated mastery in call center technology. The CCTE certification is offered by the International Customer Service Association (ICSA).

To obtain the CCTE certification, individuals must complete a three-part exam that covers topics such as customer service and support, technology and customer management, and customer experience. The exam consists of multiple choice questions, case studies, and simulations. It takes approximately four hours to complete the exam.

The cost of obtaining the CCTE certification depends on whether you are an ICSA member or non-member. For ICSA members, the cost is $495 USD; for non-members, it is $595 USD. Additionally, there may be additional fees for retaking exams or for late registration.

Once you have passed the exam and paid all applicable fees, you will receive your CCTE certificate within two weeks of your successful completion date.

Do You Really Need a Call Center Director Certificate?

Whether or not you need a call center director certificate depends on several factors. It is important to consider your current experience and qualifications, the requirements of the job you are applying for, and the expectations of your employer.

For those who have no previous experience in call center management, obtaining a call center director certificate can help to demonstrate their knowledge of this field and provide them with the credentials needed to apply for certain positions. A certification can also be beneficial for those who have some experience in this field but may lack the necessary qualifications or credentials needed to move up into higher-level positions. In addition, having a call center director certificate may make you more marketable when seeking employment opportunities in other industries that require knowledge of customer service or call centers.

However, if you already possess significant experience managing a call center, it may not be necessary to obtain a certification. Depending on the expectations of your current or future employer, they may value hands-on experience and leadership qualities over formal training and certifications. In these cases, it is best to focus on developing skills such as problem solving, customer relations, team building, and communication rather than pursuing a certification.

Ultimately, whether or not you need a call center director certificate depends on your individual circumstances and what is required by your employer. If you feel that obtaining a certification will benefit your career goals and increase your chances of success in this field then it could be worth pursuing.

Related: Call Center Director Resume Examples

FAQs About Call Center Director Certifications

1. What types of certifications are available for Call Center Directors?

Answer: There are a variety of certifications available for Call Center Directors, including the Certified Call Center Director (CCCD) certification from the International Customer Management Institute (ICMI), as well as certifications from organizations such as the American Association of Professional Agents (AAPA).

2. How long does it take to become certified?

Answer: The length of time required to become certified will depend on the specific certification program and its requirements. Generally speaking, it may take several months or even up to a year to complete the necessary training and exams.

3. Are there any prerequisites for obtaining a certification?

Answer: Generally speaking, most certification programs require applicants to have experience in the field and/or related educational qualifications prior to taking their exams. It is important to review the specific requirements of each program in order to determine what is needed before applying.

4. How much does it cost to obtain a certification?

Answer: The cost of obtaining a certification will vary depending on which program you choose and where you take your courses or exams. Costs can range anywhere from several hundred dollars up to several thousand dollars or more.

5. What are some benefits of becoming certified?

Answer: Becoming certified can help demonstrate your knowledge and expertise in the field, potentially helping you advance in your career or gain access to higher-level positions within your organization. Additionally, many employers look favorably upon those who have obtained certifications, making them more attractive candidates for certain positions.