Top 11 Call Center Specialist Certifications

Certifications for a call center specialist are important to demonstrate expertise in the field and provide proof of knowledge and skills. Having certifications can help distinguish a job candidate from other applicants and can give employers confidence that they are hiring someone with the necessary qualifications to do the job. Certifications also show potential employers that a call center specialist is dedicated to staying up-to-date on best practices in their field, which is helpful when managing customer interactions. Finally, having certifications can make it easier to find jobs as many companies prefer to hire candidates with industry-recognized credentials.

This article reviews some of the best certifications for Call Center Specialists, outlining how they can help enhance a specialist's career.

What are Call Center Specialist Certifications?

Call center specialist certification is a credential that recognizes individuals who have achieved a certain level of proficiency in customer service and call center operations. This certification is designed to demonstrate that a person has the skills and knowledge necessary to provide high-quality customer service in a call center environment. The certification covers topics such as customer service, problem solving, database management, communication techniques, technical support, and more. It also involves taking an exam in order to demonstrate mastery of these topics.

Having this certification can help individuals stand out from the competition when applying for jobs related to call centers or customer service. It shows employers that the individual has taken the initiative to go above and beyond what is required for a job in this field. Additionally, it demonstrates that the individual has specialized knowledge in this area and can be trusted to handle difficult customer service situations with professionalism and expertise. Finally, having this certification may enable individuals to advance their careers more quickly by taking on leadership roles or additional responsibilities within their current organization.

Pro Tip: Before enrolling in a call center specialist certification program, make sure to research the course provider and curriculum to ensure that you are getting a comprehensive education that meets industry standards. Additionally, look for programs with flexible learning formats such as online or hybrid options to accommodate your personal and professional schedule.

Related: What does a Call Center Specialist do?

Top 11 Call Center Specialist Certifications

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

1. Certified Call Center Professional (CCCP)

Certified Call Center Professional (CCCP) is a professional certification program designed to recognize individuals who have demonstrated knowledge and proficiency in the field of call center operations. The CCCP certification is offered by the International Customer Management Institute (ICMI), an organization dedicated to advancing customer service and contact center standards worldwide.

The CCCP exam consists of 100 multiple-choice questions, covering topics such as call center management, customer service, technology, and operations. To pass the exam, candidates must score at least 70% or higher. The exam can be taken online or in a proctored setting at an approved testing center.

It typically takes about two hours to complete the exam. Candidates are allowed to take breaks during the test if needed.

To get certified, candidates must first register for the CCCP program on ICMI’s website. After registering and paying the fee, candidates will receive access to study materials and resources that will help them prepare for the exam. Once they are ready to take the exam, they can schedule it online or at an approved testing center.

The cost of taking the CCCP certification exam is $495 USD for non-members of ICMI and $395 USD for members.

2. Certified Call Center Manager (CCCM)

Certified Call Center Manager (CCCM) is a professional certification program designed to recognize call center managers who have demonstrated a high level of knowledge and expertise in the field. The CCCM certification is offered by the International Customer Service Association (ICSA).

The CCCM program requires applicants to complete an online application, pass a written exam, and submit two professional references. The exam covers topics such as customer service management, operations management, quality assurance, human resources management, and financial management. Applicants must also demonstrate their ability to lead and motivate staff members.

The entire process typically takes about six months from start to finish. Applicants must pay an application fee of $250 USD when they submit their application. After passing the exam, applicants must pay an additional fee of $125 USD for the certification.

Once certified, call center managers are expected to maintain their certification by completing continuing education courses every two years. This helps ensure that they stay up-to-date on industry trends and best practices.

3. Certified Customer Service Professional (CCSP)

Certified Customer Service Professional (CCSP) is a certification program offered by the International Customer Service Association (ICSA). It is designed to recognize individuals who demonstrate excellence in customer service and have a commitment to professional development. The CCSP certification is an industry-recognized credential that validates an individual’s knowledge, skills, and abilities related to customer service.

The CCSP certification requires applicants to complete a comprehensive examination that covers topics such as customer service fundamentals, communication strategies, problem solving techniques, and customer relationship management. Applicants must also meet certain experience requirements in order to be eligible for the exam.

It typically takes between three and six months to prepare for the CCSP exam. During this time, applicants should focus on studying the material outlined in the ICSA’s study guide and taking practice exams. Additionally, applicants may want to attend workshops or seminars related to customer service principles and practices.

To get certified as a CCSP, applicants must pass the ICSA's examination with a score of 70% or higher. After passing the exam, applicants will receive their official certificate from ICSA.

The cost of becoming certified as a CCSP varies depending on where you take the exam. Generally speaking, it costs around $500 USD for the application fee and exam fee combined.

4. Certified Contact Center Representative (CCCR)

Certified Contact Center Representative (CCCR) is a certification program offered by the International Customer Service Association (ICSA). It is designed to recognize professionals who have demonstrated a commitment to excellence in customer service and contact center operations. The certification is intended to give employers assurance that their customer service personnel possess the necessary knowledge and skills to effectively serve customers.

The CCCR certification program consists of two parts: an online exam and a practical assessment. The online exam covers topics such as customer service fundamentals, communication techniques, problem-solving strategies, and customer relations management. The practical assessment requires applicants to demonstrate their ability to apply the knowledge gained from the online exam in a real-world setting.

It typically takes about three months to complete both parts of the CCCR certification program. To get started, applicants must first register with ICSA and pay the applicable fee ($250 for members; $300 for non-members). After registration, applicants will receive instructions on how to access the online course material and take the exam. Upon successful completion of both parts of the program, applicants will be awarded their CCCR certification.

The cost of obtaining CCCR certification includes registration fees as well as any applicable travel expenses associated with taking the practical assessment.

5. Certified Contact Center Supervisor (CCCS)

Certified Contact Center Supervisor (CCCS) is a professional certification program designed to help contact center supervisors and managers develop the skills they need to be successful in their roles. It provides an industry-recognized credential that demonstrates a supervisor’s commitment to excellence in customer service.

The CCCS program consists of two parts: an online course and an exam. The online course covers topics such as customer service, communication, problem solving, team building, and more. The exam tests a supervisor’s knowledge of the material covered in the course.

It typically takes about six weeks to complete the CCCS program. However, some people may be able to finish it sooner or take longer depending on their schedule and learning style.

To get certified as a CCCS, you must first register for the program through the International Customer Service Association (ICSA). Once registered, you will have access to the online course materials and will be able to take the exam when you are ready.

The cost of getting certified as a CCCS varies depending on your membership status with ICSA and other factors. Generally speaking, it costs around $300-$400 USD for non-members and $200-$300 USD for members.

6. Certified Contact Center Quality Assurance Specialist (CCCQAS)

Certified Contact Center Quality Assurance Specialist (CCCQAS) is a professional certification that recognizes individuals who have demonstrated expertise in contact center quality assurance. It is designed to provide employers with an objective measure of a candidate’s knowledge, skills, and abilities related to contact center quality assurance.

The CCCQAS certification program consists of a series of online courses and exams that must be completed in order to earn the certification. The courses cover topics such as customer service, quality assurance processes, call center metrics, and customer satisfaction surveys. The exams are designed to test the applicant’s knowledge and understanding of the topics covered in the courses.

In order to receive the CCCQAS certification, applicants must complete all of the required courses and pass all of the exams. The entire process typically takes between six months and one year depending on how quickly an individual can complete their coursework.

The cost for the CCCQAS certification varies depending on which organization is providing it. Generally speaking, it costs between $500-$1000 USD for the entire program.

7. Certified Call Center Analyst (CCCA)

Certified Call Center Analyst (CCCA) is a certification program developed by the International Customer Service Association (ICSA). It is designed to recognize individuals who have demonstrated knowledge and expertise in call center operations, customer service, and customer satisfaction.

The CCCA certification requires applicants to pass an exam with a score of 80% or higher. The exam covers topics such as customer service best practices, call center management, customer experience strategies, and more. It typically takes about 4-6 hours to complete the exam.

To get certified, you must first submit an application and pay the registration fee. The fee varies depending on your location but generally ranges from $200-$400 USD. After submitting your application and payment, you will receive instructions on how to access the online exam portal. Once you’ve completed the exam, you will be notified of your results within two weeks.

If you pass the exam with a score of 80% or higher, you will be awarded the Certified Call Center Analyst (CCCA) credential. The CCCA credential is valid for three years from the date of issue and can be renewed every three years by completing additional continuing education requirements.

8. Certified Workforce Optimization Specialist (CWOS)

Certified Workforce Optimization Specialist (CWOS) is a professional certification program offered by the International Association of Business Analysts (IABA). It is designed to help professionals in the field of workforce optimization develop and demonstrate their expertise in the areas of data analysis, process improvement, and performance management.

The CWOS certification program consists of three levels: Associate, Professional, and Master. Each level requires completion of an online course and passing an exam. The Associate level covers topics such as data analysis, process improvement, and performance management; the Professional level focuses on advanced analytics and data-driven decision making; and the Master level covers advanced topics such as predictive analytics and artificial intelligence.

The cost for each level varies depending on which provider you choose to take your course through. Generally speaking, it costs around $500-$750 per level. It typically takes about two months to complete all three levels of the CWOS certification program.

To get certified as a CWOS, you must first register with IABA's website to create an account. Once registered, you will be able to access information about available courses from various providers that offer the CWOS certification program. After selecting a course provider and enrolling in a course, you will need to complete all required modules within the specified time frame before taking the exam for that particular level. Once you have passed all exams for each level, you will receive your official CWOS certification from IABA.

9. Certified Call Center Technology Specialist (CSTS)

Certified Call Center Technology Specialist (CSTS) is a professional certification program designed to recognize individuals who have demonstrated knowledge and proficiency in the use of call center technology. It is offered by the International Customer Service Association (ICSA).

The CSTS certification program consists of two parts: a written exam and a practical skills assessment. The written exam covers topics such as customer service management, call center operations, and call center technology. The practical skills assessment tests an individual's ability to manage customer interactions, troubleshoot technical issues, and use various call center technologies.

To obtain the CSTS certification, individuals must pass both the written exam and the practical skills assessment with a minimum score of 70%. The written exam takes approximately two hours to complete, while the practical skills assessment can take up to four hours.

The cost for taking the CSTS certification exam varies depending on where you take it; however, it typically ranges from $150-200 USD.

10. Six Sigma Green Belt Certification

Six Sigma Green Belt Certification is a professional certification that recognizes individuals who have demonstrated a mastery of the Six Sigma methodology. It is designed to help organizations achieve higher levels of efficiency and quality in their operations.

The Six Sigma Green Belt Certification program typically takes between three and six months to complete, depending on the individual's experience and commitment level. The program consists of self-study, classroom instruction, and project work. The self-study portion includes reading materials, videos, webinars, and other resources. The classroom instruction covers topics such as problem solving techniques, data analysis tools, process improvement methods, and project management principles. Finally, the project work involves applying the concepts learned in the classroom to real-world problems within an organization.

To obtain the Six Sigma Green Belt Certification, individuals must pass an exam administered by an accredited organization such as ASQ (American Society for Quality) or IASSC (International Association for Six Sigma Certification). The cost of the exam varies depending on the provider but typically ranges from $200-$400 USD. Additionally, some organizations may require additional fees for registration or training materials.

Overall, obtaining a Six Sigma Green Belt Certification can be a great way to demonstrate proficiency in Six Sigma methodology and improve career prospects in many industries.

11. ITIL Foundation Certification

ITIL Foundation Certification is a globally recognized qualification that provides individuals with the knowledge and skills to effectively manage IT services. The certification is based on the ITIL framework, which stands for Information Technology Infrastructure Library. This framework is used by organizations around the world to improve their IT service delivery and management processes.

The ITIL Foundation Certification consists of two exams: one written and one practical. The written exam tests an individual’s knowledge of the core concepts of ITIL, while the practical exam tests an individual’s ability to apply those concepts in real-world scenarios. The written exam typically takes 2-3 hours to complete, while the practical exam can take up to 8 hours depending on the complexity of the questions posed.

In order to get certified, individuals must first pass both exams with a minimum score of 65%. Once they have passed both exams, they will be awarded their ITIL Foundation Certificate.

The cost of obtaining an ITIL Foundation Certificate varies depending on where you take your exams and whether or not you choose to use a training provider. Generally speaking, it can range anywhere from $200-$1000 USD depending on these factors.

Do You Really Need a Call Center Specialist Certificate?

The answer to this question depends on the individual's career goals and current level of expertise in call center operations. For those who are looking to move into a more specialized role within a call center, such as a supervisor or manager, then obtaining a Call Center Specialist Certificate may be beneficial. This certification provides evidence of an advanced understanding of the principles and practices associated with call centers, which can help to demonstrate an individual's commitment to the field and provide them with an edge when seeking out higher-level positions.

On the other hand, for those already working in a call center who are looking to stay in their current role, then it may not be necessary to obtain a Call Center Specialist Certificate. Depending on the company’s policies, having just the relevant experience and knowledge may be sufficient for maintaining job security and advancing within their current position.

Ultimately, it is important for each individual to assess their own career goals and determine whether or not obtaining a Call Center Specialist Certificate will help them achieve their desired outcome.

Related: Call Center Specialist Resume Examples

FAQs About Call Center Specialist Certifications

1. What are the requirements to become a Certified Call Center Specialist?

Answer: Requirements for certification vary based on the certifying organization, but generally include a high school diploma or equivalent and experience in customer service, call center operations, or a similar field. You may also need to complete an application and pass an exam.

2. How long does it take to get certified as a Call Center Specialist?

Answer: The length of time required for certification depends on the certifying organization, but most programs require between 6-12 months of study and preparation before taking the exam.

3. How much does a Call Center Specialist Certification cost?

Answer: Costs vary depending on the certifying organization, but typically range from $100-$600 USD.

4. What benefits do I gain by becoming a Certified Call Center Specialist?

Answer: Benefits of certification include increased job opportunities, higher pay potential, recognition within the industry, and improved credibility with customers and peers alike.

5. Is there any special training required to become a Certified Call Center Specialist?

Answer: Depending on the certifying organization, some specialized training may be required in order to obtain certification. This could include courses in customer service techniques, call center operations procedures, or other related topics.