Top 10 Call Center Manager Certifications

Certifications for a call center manager are important in the job market because they demonstrate a commitment to professional development and provide evidence of specialized knowledge and skills. Certifications offer employers assurance that a candidate is knowledgeable about the latest trends, technologies, and techniques used in the call center industry. Additionally, certifications can help managers stand out among other applicants for a given position by showing mastery of specific topics related to call centers. Certifications also give managers an opportunity to network with peers across the industry and stay informed on new developments in the field. Finally, certifications often lead to higher salaries and better job opportunities as they can be used as leverage during salary negotiations.

The purpose of this article is to review some of the top certifications for Call Center Managers and explain how they can help to advance a call center manager's career.

What are Call Center Manager Certifications?

Call center manager certification is a type of professional training and credentialing program designed to help call center managers gain the knowledge, skills, and abilities necessary to effectively manage their staff and operations. The program typically covers topics such as customer service, communication, problem solving, team building, leadership and management techniques, process improvement strategies, quality assurance methods, technology usage and trends in the industry.

Having a call center manager certification can help managers build their credibility with customers and colleagues by demonstrating their commitment to learning best practices that will help make their call centers more successful. It also provides them with a set of tools for managing the day-to-day operations of a call center. These tools can include ways to improve customer service metrics such as abandonment rate or average handle time; techniques for motivating employees; approaches for improving call routing systems; methods for evaluating performance; strategies for identifying areas needing improvement; and more. Having this specialized knowledge can give managers an advantage when it comes to recruiting new staff or negotiating contracts with vendors. Finally, having a call center manager certification can also help managers stay ahead of industry trends by keeping up with the latest technologies and developments in the field.

Pro Tip: Before investing in a call center manager certification program, make sure to research the program and its accreditation. Look for programs that are certified by organizations such as the International Customer Service Association or the National Association of Call Centers. These certifications can provide valuable industry recognition and help ensure that your training will be up to date with current best practices.

Related: What does a Call Center Manager do?

Top 10 Call Center Manager Certifications

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

1. Certified Call Center Manager (CCCM)

Certified Call Center Manager (CCCM) is a professional certification that recognizes individuals who have demonstrated mastery of the skills and knowledge necessary to successfully manage a call center. The certification program is administered by the International Customer Management Institute (ICMI).

The CCCM certification requires applicants to pass an online exam and demonstrate their knowledge of call center operations, management, customer service, technology, and other related topics. The exam consists of multiple choice questions covering topics such as customer service strategies, call center operations, quality assurance, workforce management, and more.

It typically takes three to six months to complete the CCCM certification process. Applicants must first register for the exam through ICMI's website. Once registered, they will receive access to study materials and practice tests that can help them prepare for the exam. After passing the exam with a score of 70% or higher, applicants will be awarded their CCCM certification.

The cost of obtaining the CCCM certification varies depending on which package you choose from ICMI's website. Basic packages start at $299 USD while more comprehensive packages can range up to $1,199 USD.

2. Certified Customer Service Manager (CCSM)

Certified Customer Service Manager (CCSM) is a professional certification program designed to help customer service professionals develop the skills and knowledge necessary to become successful in their field. The CCSM certification is awarded by the International Customer Service Association (ICSA).

The CCSM certification program consists of three levels: Level 1, Level 2, and Level 3. To obtain the CCSM certification, you must complete each level within two years.

Level 1 focuses on customer service fundamentals such as communication, problem solving, customer relations, and customer satisfaction. It also covers topics such as conflict resolution and team building. Level 2 focuses on more advanced concepts such as managing customer relationships, developing strategies for customer service success, and implementing process improvements. Finally, Level 3 focuses on leadership development and includes topics such as motivating employees and creating a positive work environment.

To get the CCSM certification, you must first complete all three levels of the program within two years. After completing all three levels, you will be eligible to take the CCSM exam which is administered by ICSA. Once you pass the exam, you will receive your official CCSM certificate from ICSA.

The cost of obtaining the CCSM certification varies depending on where you take the courses or exams but typically ranges from $500-$1,000 USD for all three levels combined.

3. Certified Professional in Customer Relationship Management (CPCRM)

Certified Professional in Customer Relationship Management (CPCRM) is a certification program designed to recognize professionals who have achieved a level of expertise in customer relationship management (CRM). The CPCRM certification is administered by the CRM Institute, an independent, non-profit organization dedicated to providing education and certification standards for CRM professionals.

The CPCRM certification requires applicants to complete a two-part examination. The first part is a multiple-choice exam that tests the applicant’s knowledge of CRM concepts and best practices. The second part is a practical application exam that requires the applicant to demonstrate their ability to apply their knowledge in real-world scenarios. Applicants must pass both parts of the exam with a score of at least 70%.

The CPCRM certification process typically takes between three and six months from start to finish. During this time, applicants must complete the two-part exam, submit all necessary documentation, and pay any applicable fees. Once all requirements are met, applicants will receive their official CPCRM certificate in the mail within four weeks.

The cost of obtaining the CPCRM certification varies depending on individual circumstances. Generally speaking, it costs around $500 USD for the application fee plus any applicable taxes or other fees. Additional expenses may include travel costs for taking the exams or purchasing study materials such as textbooks or online courses.

4. Certified Contact Center Professional (CCCP)

Certified Contact Center Professional (CCCP) is a professional certification program designed to recognize individuals who have achieved a high level of proficiency in the contact center industry. It is offered by the International Customer Management Institute (ICMI).

The CCCP certification requires applicants to demonstrate their knowledge and experience in customer service, contact center operations, and call center management. The certification process includes a written exam, an online assessment, and an oral interview.

The written exam consists of multiple-choice questions on topics such as customer service principles, contact center processes and procedures, call center technology, and customer relationship management. The online assessment tests applicants' ability to apply their knowledge in contact center scenarios. The oral interview evaluates applicants' ability to communicate effectively with customers and colleagues.

It typically takes between 6-12 months for individuals to complete all requirements for the CCCP certification. To get started on the certification process, applicants must first register for the ICMI Certified Contact Center Professional program. This can be done through ICMI's website or by contacting their customer service department directly.

The cost of the CCCP certification varies depending on whether you are taking the full program or just one part of it. The full program costs $2,995 USD while individual parts range from $495 - $1,195 USD.

5. Six Sigma Green Belt Certification

Six Sigma Green Belt Certification is a professional certification that demonstrates an individual's knowledge and understanding of the Six Sigma methodology. It is designed to help individuals become more effective problem solvers and improve their overall performance in the workplace.

The Six Sigma Green Belt Certification program typically takes between two and four weeks to complete, depending on the provider. The program consists of classroom instruction, online learning, and hands-on projects. During the course, participants will learn about topics such as process improvement, data analysis, project management, and problem solving.

To get certified as a Six Sigma Green Belt, you must pass an exam administered by an accredited organization such as the American Society for Quality (ASQ). You can take the exam at any ASQ-approved testing center or online through an approved provider. The cost of taking the exam varies depending on where you take it but typically ranges from $200-$400 USD.

In addition to passing the exam, some organizations may also require that applicants have a certain amount of work experience in order to be eligible for certification. It is important to check with your employer or potential employers before enrolling in a certification program to ensure that you meet all requirements for certification.

Overall, obtaining a Six Sigma Green Belt Certification can help individuals demonstrate their knowledge and skills in process improvement and problem solving while also providing them with career advancement opportunities.

6. Project Management Professional (PMP)

Project Management Professional (PMP) is a professional certification offered by the Project Management Institute (PMI). It is the most widely recognized and respected project management certification in the world. The PMP credential demonstrates that an individual has the knowledge, experience, and skills necessary to successfully lead and manage projects.

To become a PMP, you must meet certain eligibility requirements related to education and experience. These include having at least three years of project management experience with 4,500 hours leading and directing projects, as well as 35 hours of project management education.

Once you have met these requirements, you can apply for the PMP exam. The exam consists of 200 multiple-choice questions that cover five domains: Initiating, Planning, Executing, Monitoring & Controlling, and Closing. You will have four hours to complete the exam.

The cost of taking the PMP exam varies depending on your membership status with PMI. For non-members it costs $555 USD while members pay $405 USD. Once you have passed the exam you will need to maintain your certification by earning 60 professional development units (PDUs) every three years.

7. ITIL Foundation Certification

ITIL Foundation Certification is a globally-recognized certification that provides an understanding of IT service management best practices. It is based on the IT Infrastructure Library (ITIL) framework, which is the most widely adopted approach to IT service management in the world. The certification covers topics such as service strategy, service design, service transition, service operations, and continual service improvement.

The ITIL Foundation Certification typically takes around 20 hours to complete. This includes studying for and passing the exam. The exam consists of 40 multiple choice questions and must be completed within 60 minutes. To pass the exam you must score 65% or higher.

To get certified you must first register for an accredited training course with an accredited provider. You can also self-study by purchasing books or online courses from various providers. Once you have studied for the exam you can then book your exam with a testing center or online through a provider such as PeopleCert or Prometric.

The cost of getting certified varies depending on where you take the course and how you choose to study for it. Generally speaking, it costs around $400-$500 USD to take an accredited course and sit for the exam. Self-study materials can cost anywhere from $50-$200 USD depending on what type of material you purchase and where you buy it from.

8. Certified Quality Process Analyst (CQPA)

Certified Quality Process Analyst (CQPA) is an internationally recognized certification program that provides professionals with the knowledge and skills to analyze, evaluate, and improve the quality of products and services. CQPA certification is designed for professionals who are responsible for the development, implementation, and maintenance of quality processes within their organization.

The CQPA certification process consists of two parts: a written exam and a practical experience component. The written exam tests knowledge in areas such as quality management systems, process improvement techniques, root cause analysis, statistical process control, design of experiments, and more. The practical experience component requires applicants to demonstrate their ability to apply these concepts in real-world scenarios.

The CQPA certification process typically takes 6-9 months to complete depending on the individual’s level of preparation. To get started on the path to becoming certified, individuals must first register with ASQ (American Society for Quality) and pay the registration fee. After registering with ASQ, individuals must then prepare for the written exam by studying from approved course materials or attending an approved training course. Once ready for the exam, individuals can schedule a time to take it at a local testing center. Upon passing this portion of the certification process, individuals must then submit evidence of their professional experience in order to be eligible for the practical experience component. This may include resumes or job descriptions detailing relevant work history as well as any other evidence that demonstrates mastery of quality processes such as project reports or client feedback forms.

The cost associated with obtaining CQPA certification varies depending on whether you choose self-study or attend a training course; however it typically ranges between $500-$1500 USD including registration fees and other associated costs such as textbooks or study materials.

9. Lean Six Sigma Black Belt Certification

Lean Six Sigma Black Belt Certification is a professional certification program designed to equip individuals with the skills and knowledge necessary to lead and manage Lean Six Sigma projects. It is an advanced level of training that focuses on the use of Lean Six Sigma tools and techniques for process improvement.

The certification requires a minimum of three weeks of training, although some programs may require more. During this time, you will learn about Lean Six Sigma principles and methods, project management, problem-solving strategies, data analysis, and other related topics. You will also be required to complete several projects in order to demonstrate your understanding of the material.

In order to get certified as a Lean Six Sigma Black Belt, you must first pass an exam administered by an accredited organization such as ASQ or IASSC. The exam consists of multiple-choice questions covering topics such as project management, data analysis, problem-solving strategies, and other related topics. Once you have passed the exam, you will receive your certification from the organization that administered it.

The cost of getting certified as a Lean Six Sigma Black Belt varies depending on the program you choose and can range anywhere from $2,000 to $10,000 or more.

10. American Society for Quality – Quality Improvement Associate (ASQ-QIA)

The American Society for Quality – Quality Improvement Associate (ASQ-QIA) is a certification program offered by the American Society for Quality (ASQ). It is designed to recognize professionals who have demonstrated an understanding of quality improvement principles and practices. The ASQ-QIA certification provides evidence of knowledge and skills that are necessary to effectively lead quality improvement initiatives.

The ASQ-QIA certification requires the completion of a two-day training course, which covers topics such as process improvement, problem solving, root cause analysis, and project management. After completing the course, candidates must pass an exam in order to receive their certification. The exam consists of multiple choice questions and takes approximately two hours to complete.

To get started on the path to becoming an ASQ-QIA certified professional, you will need to register for a training course through the ASQ website or through one of its approved providers. The cost of the training course varies depending on where it is taken; however, it typically costs around $1,500 - $2,000 USD. Once you have completed the training course and passed the exam, you will be awarded your ASQ-QIA certificate.

In addition to completing the training course and passing the exam, there are also annual fees associated with maintaining your certification status. These fees vary depending on your membership level with ASQ but typically range from $50 - $100 USD per year.

Overall, obtaining an ASQ-QIA certification can take anywhere from three weeks to several months depending on how quickly you can complete all requirements.

Do You Really Need a Call Center Manager Certificate?

No, you do not need a call center manager certificate in order to become a successful call center manager. While it certainly can help you stand out from the competition, there are other ways to demonstrate your leadership and management skills that will benefit you more in the long run.

First, having a strong understanding of call center operations is essential for any successful call center manager. This includes knowing how to use the various technologies and systems used in the operation of a call center, as well as understanding customer service best practices and techniques. Having experience in managing teams of people is also important, as this helps managers develop their leadership capabilities and understand how to motivate employees.

Second, having a solid background in customer service is also essential for any call center manager. Understanding customer needs and being able to provide excellent customer service can go a long way towards increasing customer satisfaction levels and helping your team succeed. It's important to remember that customers are the lifeblood of any business and providing them with top-notch service should always be a priority for any manager.

Finally, having strong communication skills is key for any successful call center manager. Being able to effectively communicate with customers over phone or email is vital for solving problems quickly and efficiently. Additionally, being able to build relationships with both customers and staff members alike is essential for creating an environment where everyone feels comfortable working together towards success.

In conclusion, while having a certificate may be beneficial in some cases, it is not necessarily required for success as a call center manager. There are many other qualities that make up an effective leader such as knowledge of operations, customer service experience, strong communication skills etc., which can all be developed over time without needing a certificate specifically related to managing a call center.

Related: Call Center Manager Resume Examples

FAQs About Call Center Manager Certifications

1. What is a Call Center Manager Certification?

Answer: A Call Center Manager Certification is a professional certification that demonstrates an individual’s knowledge and understanding of the principles of call center management. This certification typically includes topics such as customer service, communication, problem-solving, team building and more.

2. How do I become certified as a Call Center Manager?

Answer: To become certified as a Call Center Manager, you will need to pass an examination administered by the certifying organization, typically the International Customer Service Association (ICSA). The exam consists of multiple-choice questions covering a variety of topics related to call center management.

3. What are the benefits of becoming certified as a Call Center Manager?

Answer: Becoming certified as a Call Center Manager can help you stand out from other job applicants in the competitive call center industry. It also demonstrates your expertise in call center management principles and provides employers with assurance that you possess the necessary skills for the job. Additionally, being certified may open up opportunities for career advancement or higher salary offers.

4. How long does it take to become certified as a Call Center Manager?

Answer: On average, it takes about 6 months to complete all requirements for certification as a Call Center Manager depending on how quickly you study and prepare for the exam. The ICSA recommends that candidates allow at least 4 weeks to prepare for their exam, but some individuals may require more time depending on their experience level with call center management topics.

5. Are there any prerequisites for becoming certified as a Call Center Manager?

Answer: Yes, there are some prerequisites for becoming certified as a Call Center Manager including having at least 2 years of professional experience in customer service or call center operations and completing any relevant training courses offered by ICSA or other organizations prior to taking the exam.