Top 10 Call Center Operator Certifications

Certifications for a call center operator are important in the job market because they demonstrate that the individual has the necessary knowledge and skills to be successful in the role. Certifications provide proof of competence and often involve passing exams and courses that cover topics such as customer service, communication, problem-solving, technical support, and other related areas. Certified call center operators may also have access to higher pay grades due to their demonstrated level of expertise. Furthermore, certifications can help an individual stand out from other applicants in a competitive job market.

This article reviews the top certifications for Call Center Operators and explains how they can help to enhance a call center operator's career.

What are Call Center Operator Certifications?

Call center operator certification is a program that provides training and testing to ensure that operators are knowledgeable, professional, and capable of performing their duties. It is designed to help call center employees become more efficient, effective, and successful in their job.

The certification program covers topics such as customer service techniques, telephone etiquette, problem solving skills, communication strategies, conflict resolution tactics, and other customer-related areas. It also includes instruction on how to use the company's software and systems. By completing the program, operators gain an understanding of the tools they need to provide excellent customer service.

In addition to strengthening customer service skills, the certification helps employers identify qualified candidates for open positions in their call centers. The program also allows employers to measure current employees’ performance against industry standards. By having certified operators on staff who understand how to effectively serve customers, employers can improve their overall customer experience.

Overall, call center operator certification is a valuable tool for both employers and employees alike. It provides essential training on customer service best practices while helping employers hire qualified personnel and measure employee performance.

Pro Tip: Before becoming a call center operator, make sure to obtain certification from a recognized organization such as the National Association of Call Centers. This certification will give you an edge over other applicants and demonstrate your commitment to the field.

Related: What does a Call Center Operator do?

Top 10 Call Center Operator Certifications

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

1. Call Center Quality Assurance Certification

Call Center Quality Assurance Certification is a certification program designed to help call center agents, supervisors, and managers improve their performance and customer service. The program focuses on providing the tools necessary for call centers to achieve higher levels of customer satisfaction.

The certification process typically takes between three and six months to complete, depending on the complexity of the program. During this time, participants will learn about best practices in customer service, quality assurance processes, and performance management. They will also receive instruction on how to effectively use technology to monitor and measure call center performance.

In order to get certified in Call Center Quality Assurance, individuals must first complete an online application form. After submitting the application, they will need to pass an exam that covers topics such as customer service principles, quality assurance processes, and performance measurement techniques. Upon successful completion of the exam, individuals are awarded a certificate that is valid for two years.

The cost of obtaining Call Center Quality Assurance Certification varies depending on the provider offering it; however, most programs range from $500-$1,500 USD.

2. Certified Call Center Professional (CCCP)

Certified Call Center Professional (CCCP) is a certification program offered by the International Customer Service Association (ICSA). It is designed to recognize individuals who have attained a high level of knowledge and expertise in the customer service industry. The CCCP designation is intended to demonstrate an individual’s commitment to excellence in customer service.

The CCCP certification process consists of three parts: a written exam, an oral exam, and a portfolio review. The written exam covers topics such as customer service principles, customer relations management, communication skills, problem solving and decision making, and other related topics. The oral exam is conducted by ICSA-certified assessors and focuses on customer service best practices. The portfolio review evaluates the applicant’s professional experience in customer service.

It typically takes between six months and one year to complete the CCCP certification process. To get started on your CCCP certification journey, you must first fill out an application form with ICSA and pay the associated fees. Fees vary depending on whether you are applying for individual or group certification; however, they typically range from $350-$500 USD per person. Once your application has been accepted, you will be provided with study materials and instructions for completing the written exam and oral assessment. Upon successful completion of all three components of the CCCP certification process, you will receive your official certificate from ICSA.

3. Customer Service Representative Certification

Customer Service Representative Certification is an industry-recognized credential that demonstrates a professional’s knowledge and proficiency in customer service. It is designed to validate the skills of customer service professionals, such as sales representatives, customer service representatives, call center agents, and more.

The certification process typically takes about two to four weeks to complete. To get certified, you must first complete a training program approved by the National Institute for Customer Service (NICS). This program covers topics such as communication skills, problem solving, customer service techniques, and product knowledge. After completing the training program, you must then pass an exam administered by NICS.

The cost of getting certified varies depending on the provider offering the certification program. Generally speaking, it can range anywhere from $200 to $1,000 or more.

Once you have completed all of these steps and passed the exam with a passing score of 70% or higher, you will receive your official Customer Service Representative Certification from NICS. This certification is valid for three years and can be renewed by taking additional courses or exams if needed.

4. Certified Call Center Manager (CCCM)

Certified Call Center Manager (CCCM) is a professional designation that recognizes individuals who have demonstrated excellence in call center management. The certification is administered by the International Customer Service Association (ICSA).

To become certified, applicants must demonstrate knowledge of call center operations and customer service principles, as well as leadership skills. They must also pass an exam that covers topics such as customer service strategies, technology, and quality assurance.

The CCCM certification process typically takes between six to nine months to complete. To get started, applicants must submit an application form and pay a fee of $395 USD. They will then receive access to study materials and be assigned an ICSA mentor who will help guide them through the process. After studying the material and preparing for the exam, applicants will take a two-hour online assessment. If they pass the assessment, they will be eligible to take the final exam at an ICSA-accredited testing center.

The cost of obtaining CCCM certification includes the application fee ($395 USD), study materials ($150 USD), and the final exam fee ($195 USD).

5. Six Sigma Green Belt for Call Centers

Six Sigma Green Belt for Call Centers is a certification program designed to help call center professionals become more efficient and effective in their roles. It provides an in-depth understanding of the Six Sigma methodology and its application to call center operations. The program focuses on improving customer service, reducing costs, and increasing efficiency through process improvement.

How Long Does It Take To Get It?

The duration of the Six Sigma Green Belt for Call Centers program can vary depending on the provider, but typically takes between 8-12 weeks to complete.

How To Get It?

To get certified as a Six Sigma Green Belt for Call Centers, you will need to successfully complete an approved training course or online program. You will also need to pass an exam administered by the certifying organization.

How Much Does It Cost?

The cost of a Six Sigma Green Belt for Call Centers certification can vary depending on the provider, but typically ranges from $800-$2000 USD.

6. ICMI Certified Contact Center Professional (CCP)

The ICMI Certified Contact Center Professional (CCP) is a certification program that recognizes contact center professionals who demonstrate a comprehensive understanding of the industry. The CCP is designed to validate an individual’s knowledge and skills in customer service, operations, technology, and management within the contact center environment.

It takes approximately 8-10 hours to complete the CCP certification program. To get certified, you must first register for the exam online at www.icmi.com/certification. After registering, you will receive access to the online study materials which include videos, e-books, practice exams and more. Once you have completed all of the required coursework and passed the exam with a score of 80% or higher, you will be awarded your CCP designation from ICMI.

The cost for taking the ICMI Certified Contact Center Professional (CCP) exam is $499 USD for non-members and $399 USD for members of ICMI's Certification Program.

7. Certified Customer Care Professional (CCCP)

Certified Customer Care Professional (CCCP) is an internationally recognized certification that recognizes individuals who have demonstrated a high level of knowledge and expertise in customer service. It is the only certification for customer service professionals that covers the full spectrum of customer service topics, from basic customer service skills to advanced problem-solving techniques.

The CCCP certification program consists of two parts: a written exam and a practical assessment. The written exam consists of multiple-choice questions covering topics such as customer service principles, communication skills, problem solving, and conflict resolution. The practical assessment includes role-playing scenarios with actual customers and requires candidates to demonstrate their ability to apply the concepts learned in the written exam.

It typically takes about four weeks to complete the CCCP certification program. Candidates must first register for the program and pay a fee before they can take the written exam. After passing the written exam, candidates can then schedule their practical assessment with an approved instructor or assessor.

The cost of the CCCP certification program varies depending on where you live and which provider you choose to use for your training and assessment. Generally speaking, it costs around $500-$1,000 USD for all materials and assessments required to earn your CCCP certification.

8. Telemarketing Certification

Telemarketing Certification is a certification program designed to help telemarketers become more professional, knowledgeable and successful in their field. It is an online course that covers topics such as customer service, sales techniques, compliance with regulations, and other related topics. The course typically takes about 10 hours to complete and includes both written and video instruction.

To get Telemarketing Certification, you must first complete the online course. After completing the course, you will be required to take an exam which tests your knowledge of the material covered in the course. Once you pass the exam, you will receive your certification.

The cost of Telemarketing Certification varies depending on where you take the course from. Generally speaking, it can range anywhere from $50 to $200 USD.

9. Technical Support Professional Certification

Technical Support Professional Certification is a certification program developed by CompTIA (Computing Technology Industry Association) that validates the skills of IT professionals in providing technical support services. It is designed to demonstrate an individual’s knowledge and skills in customer service, problem solving, troubleshooting, and communication.

The certification requires passing two exams: CompTIA A+ and CompTIA Network+. The exams are taken at a Pearson VUE testing center or online through OnVUE. Each exam takes approximately 90 minutes to complete.

To get certified, you must first register for the exams and pay the associated fees. The cost of the exams varies depending on your location, but typically ranges from $200-$300 USD per exam. After registering for the exams, you can prepare for them using study materials such as practice tests and books available from CompTIA or other third-party vendors.

Once you have passed both exams, you will receive your Technical Support Professional Certification from CompTIA. This certification is valid for three years after which time it must be renewed by taking additional courses or passing additional exams.

10. ACD Agent Certification

ACD Agent Certification is a certification program that helps agents become proficient in the use of Automatic Call Distribution (ACD) systems. It provides agents with the knowledge and skills necessary to effectively manage customer calls in an ACD environment.

The certification program typically takes between four to six weeks to complete, depending on the complexity of the system and the individual’s experience level. The program consists of both classroom instruction and hands-on practice using an ACD system. Topics covered include: basic call flow, call routing, scripting, reporting, monitoring, and troubleshooting.

To get certified as an ACD Agent, individuals must first complete the required training course(s). After completing the course(s), they must pass a written exam and demonstrate their proficiency by performing live calls on an ACD system. Once these steps are completed successfully, they will receive their certification from the provider.

The cost of certification varies depending on the provider and type of course taken. Generally speaking, it can range from $500-$2,000 for a comprehensive program.

Do You Really Need a Call Center Operator Certificate?

The answer to this question depends on the type of work you are interested in doing. If you are looking to become a call center operator, then having a certificate may be beneficial. Having the right certification can show employers that you have the skills and knowledge necessary to perform the job effectively. It can also give you an edge over other applicants who do not possess a certificate.

However, if you already have experience working in customer service or another field related to call center operations, then a certificate may not be necessary. Employers will often take into account prior experience when considering applicants for positions as call center operators. So depending on your individual situation, obtaining a call center operator certificate may or may not be important for your career prospects.

Related: Call Center Operator Resume Examples

FAQs About Call Center Operator Certifications

Q1: What types of certifications are available for call center operators?

A1: There are several industry-recognized certifications available, including Certified Call Center Agent (CCCA), Certified Customer Service Professional (CCSP), and Certified Call Center Manager (CCCM).

Q2: How do I become certified as a call center operator?

A2: To become certified, you must first complete an approved training program and pass the certification exam. The specific requirements vary depending on the type of certification.

Q3: How long does it take to get certified?

A3: Depending on the type of certification, it can take anywhere from a few weeks to several months to complete all the necessary steps to obtain a certification.

Q4: Are there any prerequisites for getting certified?

A4: Most certifications require that applicants have at least two years of experience in a customer service or call center role before they can apply.

Q5: What is the cost of becoming certified?

A5: The cost varies depending on the type of certification, but usually ranges between $200-$600 USD.