Top 10 Call Center Team Leader Certifications

Certifications are important for a call center team leader in the job market because they demonstrate that the individual has a certain level of knowledge and experience in the industry. They also demonstrate to employers that the individual is capable of leading a team, managing customer service issues, and providing quality customer service. Additionally, certifications can provide evidence of an individual's commitment to continued education and professional development. This indicates to employers that the individual is serious about their career and willing to invest in their professional growth. Finally, certifications can give employers confidence that they are hiring someone with the right skills set for the job.

This article reviews some of the top certifications for Call Center Team Leaders and explains how they can benefit a call center team leader's career.

What are Call Center Team Leader Certifications?

Call center team leader certification is a type of professional development program designed to help call center supervisors and team leaders learn the skills necessary to effectively manage people, processes, and technology in a customer service environment. Through this certification, individuals gain an understanding of customer service principles and techniques, as well as the fundamentals of successful communication with customers. It also covers topics such as organizational management, problem-solving strategies, conflict resolution, coaching and mentoring, performance measurement, and best practices for leading a call center team.

Having a call center team leader certification helps individuals demonstrate their commitment to customer service excellence while also gaining recognition from employers. This type of certification allows individuals to stand out among other applicants when applying for jobs in the customer service field or when looking to advance their career within their current organization. It can also provide those already in call center leadership roles with the additional skills needed to effectively lead their teams and improve overall performance. Ultimately, having this certification can help increase an individual's chances of being successful in the call center industry by giving them the knowledge and skill set needed to be a successful leader.

Pro Tip: When pursuing call center team leader certification, it is important to research the different certifications available and select a program that best fits your needs. Be sure to consider the program's cost, requirements, and level of accreditation. Additionally, look into any additional resources or materials that may be helpful to you as you progress through the certification process.

Related: What does a Call Center Team Leader do?

Top 10 Call Center Team Leader Certifications

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

1. Certified Call Center Team Leader (CCTL)

Certified Call Center Team Leader (CCTL) is a certification program designed for call center professionals who want to take their career to the next level. The CCTL program focuses on developing and honing leadership skills, such as effective communication, problem solving, decision making, and managing teams. It also covers topics related to customer service, operations management, and quality assurance.

The CCTL certification program typically takes about six months to complete. This includes completing an online course that covers the required topics, passing a written exam, and participating in an in-person training session. The cost of the program varies depending on the provider but can range from $500-$2,000 USD.

To get certified as a CCTL, you must first meet certain eligibility requirements. These include having at least two years of experience in a call center environment or related field and having completed a minimum of 40 hours of formal training in call center operations or customer service. Once you have met these requirements, you can apply for the certification by submitting your application online or through mail. After your application is approved, you will need to complete the coursework and pass the written exam before being awarded your CCTL certification.

2. Certified Contact Center Professional (CCCP)

Certified Contact Center Professional (CCCP) is a certification program designed to recognize contact center professionals who demonstrate proficiency in the principles and practices of contact center management. The CCCP certification is awarded by the International Customer Management Institute (ICMI), a global leader in customer service training, consulting, and research.

The CCCP certification program consists of two parts: an online assessment and a practical application project. The online assessment covers topics such as customer service best practices, contact center operations, technology, and quality assurance. The practical application project requires applicants to develop a plan for implementing their knowledge in a real-world setting.

It typically takes approximately six months to complete the CCCP certification program. To get started, applicants must first register with ICMI and pay the registration fee of $495 USD. Once registered, applicants will be given access to the online assessment which must be completed within 90 days of registration. After successfully completing the online assessment, applicants can then begin work on their practical application project which must be submitted within 180 days of registration for review by ICMI’s expert panel of industry professionals. Upon successful completion of both components of the program, applicants will receive their CCCP certification from ICMI.

3. Certified Customer Service Manager (CCSM)

Certified Customer Service Manager (CCSM) is a professional certification program designed to recognize customer service professionals who have demonstrated their knowledge, skills, and abilities in the field of customer service management. The CCSM credential is offered by the International Customer Service Association (ICSA).

The program consists of two parts: an online assessment and a live certification exam. To become certified, applicants must first complete the online assessment, which takes approximately four hours to complete. After successfully completing the assessment, applicants must then pass a live certification exam administered by ICSA. The exam covers topics such as customer service principles and practices, customer relations management, problem solving techniques, communication skills, and organizational leadership.

The cost of the CCSM program varies depending on whether you take the online assessment or attend a live certification exam. If you take the online assessment only, it will cost $250 USD. If you choose to attend a live certification exam after passing the online assessment, it will cost $500 USD.

It typically takes about six weeks for applicants to receive their official CCSM certificate after successfully passing both parts of the program.

4. Six Sigma Green Belt Certification

Six Sigma Green Belt Certification is a professional certification that recognizes individuals who have demonstrated a high level of proficiency in the Six Sigma methodology. The certification is designed to improve the quality of products and services by identifying and eliminating defects, reducing variation, and optimizing processes.

The Six Sigma Green Belt Certification program typically takes between four and eight weeks to complete, depending on the individual's experience with Six Sigma. During this time, candidates learn about the core concepts of Six Sigma, such as Define-Measure-Analyze-Improve-Control (DMAIC) and Lean principles. They also gain an understanding of process improvement tools such as statistical process control (SPC), design of experiments (DOE), failure mode and effects analysis (FMEA), root cause analysis (RCA), and more.

To become certified as a Six Sigma Green Belt, one must pass a written exam administered by an accredited organization such as ASQ or IASSC. Candidates must also demonstrate their knowledge through projects or case studies that show their ability to apply the principles of Six Sigma in real-world settings.

The cost of obtaining a Six Sigma Green Belt Certification varies depending on the provider, but can range from $500-$1,500 for online courses or $2,000-$4,000 for instructor-led courses.

5. Project Management Professional (PMP)

Project Management Professional (PMP) is a certification program offered by the Project Management Institute (PMI). It is designed to recognize and validate the skills of project managers in successfully leading projects. The PMP certification demonstrates an individual’s ability to manage projects effectively, efficiently, and in accordance with established standards.

It typically takes between 6-12 months to get the PMP certification. To be eligible for the PMP exam, you must have either a four-year degree or a secondary diploma plus at least three years of project management experience with 4,500 hours leading and directing projects and 35 hours of project management education.

To get the PMP certification, you must first apply for it through the PMI website. Once your application has been approved, you will need to take an online proctored exam that tests your knowledge of project management principles and practices. After passing the exam, you will receive your official PMP credential.

The cost of getting the PMP certification varies depending on whether or not you are a member of PMI. For non-members, it costs $555 for the application fee and $405 for the exam fee. For members, it costs $405 for the application fee and $275 for the exam fee.

6. ITIL Foundation Certification

ITIL Foundation Certification is an entry-level certification that provides a comprehensive overview of the IT Infrastructure Library (ITIL) framework. It is designed to help IT professionals understand how to effectively use the ITIL framework to improve IT service management and delivery. The certification covers topics such as service strategy, service design, service transition, service operations, continual service improvement, and more.

The ITIL Foundation Certification exam typically takes two hours to complete and consists of 40 multiple-choice questions. To pass the exam, candidates must score at least 65%.

To get certified, individuals must attend an accredited training course or self-study using official materials from AXELOS. After completing their studies, they must register for and pass the ITIL Foundation Certification Exam.

The cost of the ITIL Foundation Certification varies depending on which training provider you choose and whether you opt for classroom or online learning. Generally speaking, it will cost between $500-$2000 USD depending on your chosen method of study.

7. Certified Quality Manager (CQM)

Certified Quality Manager (CQM) is a professional certification program offered by the American Society for Quality (ASQ). The CQM credential is designed to recognize professionals who have demonstrated knowledge, experience, and expertise in quality management. It is intended to provide recognition of an individual’s ability to lead and manage a quality system.

To obtain the CQM credential, applicants must first pass an exam that covers topics such as quality control, process improvement, customer satisfaction, and organizational management. The exam consists of 150 multiple-choice questions and takes approximately three hours to complete. Applicants must also have at least five years of professional experience in quality management or related fields.

The cost for the CQM certification program varies depending on the type of membership you choose with ASQ. For non-members, the fee is $695 USD; for members it is $595 USD; and for students it is $395 USD.

Once you have passed the exam and met all other requirements, you will receive your Certified Quality Manager certificate from ASQ. This certificate is valid for three years from the date of issue and must be renewed every three years in order to maintain your certification status.

8. Certified Professional in Learning and Performance (CPLP)

Certified Professional in Learning and Performance (CPLP) is an internationally recognized certification that demonstrates a mastery of the knowledge and skills related to the learning and performance field. It is administered by the Association for Talent Development (ATD), formerly known as the American Society for Training & Development.

The CPLP certification requires applicants to have a minimum of five years' experience in the learning and performance field, as well as a bachelor's degree or higher. Applicants must also pass a comprehensive exam covering topics such as instructional design, performance improvement, training delivery, evaluation, and organizational development.

It typically takes approximately six months to complete the CPLP certification process, depending on how quickly you can complete all of the requirements. To get started, you will need to register for the exam with ATD and pay an application fee of $395. You will then need to prepare for the exam by studying from ATD’s Learning System materials. Once you feel confident in your knowledge base, you can schedule your exam at a testing center near you. After passing the exam with a score of 70% or higher, you will receive your CPLP certification.

The total cost of obtaining your CPLP certification depends on how much time it takes you to study for and pass the exam. In addition to the $395 application fee, there is also an additional fee of $495 for access to ATD’s Learning System materials which are necessary for preparing for the exam.

9. Lean Six Sigma Black Belt Certification

Lean Six Sigma Black Belt Certification is a professional certification program that focuses on the principles and techniques of Lean Six Sigma. It is designed to help professionals improve the efficiency of their organization’s processes and operations. The certification is awarded by organizations such as ASQ (American Society for Quality) or IASSC (International Association for Six Sigma Certification).

The Lean Six Sigma Black Belt Certification requires a minimum of two years of experience in process improvement and/or quality management. It also requires successful completion of an approved Lean Six Sigma Black Belt training course, which typically takes between four to six weeks to complete. The training course covers topics such as project management, process improvement, data analysis, problem solving, design of experiments, and more.

In order to obtain the Lean Six Sigma Black Belt Certification, individuals must pass an exam administered by either ASQ or IASSC. The cost of the exam varies depending on the organization administering it; however, it usually ranges from $500-$1,000 USD.

Once certified as a Lean Six Sigma Black Belt, individuals will have demonstrated their knowledge and expertise in process improvement and quality management. They will also be able to lead projects that apply Lean Six Sigma principles within their organization.

10. Advanced Diploma in Contact Centre Management

The Advanced Diploma in Contact Centre Management is a professional qualification that provides individuals with the skills and knowledge to manage contact centres. It is designed to develop the skills of contact centre managers, team leaders and supervisors in order to improve customer service, increase efficiency and reduce costs.

The Advanced Diploma in Contact Centre Management takes approximately 12 months to complete. It is offered by a variety of providers including universities, colleges and private training organisations. The cost of the course varies depending on the provider but typically ranges from £1,500 - £3,000.

The course covers topics such as customer service management, communication strategies, operational processes and procedures, quality assurance systems, workforce planning and management, performance measurement and reporting. It also includes modules on leadership development, problem solving techniques and change management.

To get an Advanced Diploma in Contact Centre Management you will need to have completed a relevant Level 4 qualification or higher (e.g. HND or Foundation Degree). You will also need to demonstrate experience working in a contact centre environment for at least two years prior to enrolling on the course.

Do You Really Need a Call Center Team Leader Certificate?

The short answer is no. While a call center team leader certificate may be beneficial for those who are interested in pursuing a career in call center management, it is not essential to work as a call center team leader. Many employers are more concerned with hiring someone who has the necessary skills and experience to effectively manage a call center team, rather than simply having the certificate.

Having said that, obtaining a call center team leader certificate can be useful for demonstrating your commitment to the profession and showing potential employers that you have taken the time to learn about the industry. It also provides an opportunity to learn new skills and gain knowledge of best practices in managing a call center team. Furthermore, depending on where you live, there may be certain regulations or laws that require certification before you can become a call center team leader.

In conclusion, while it is not essential to have a call center team leader certificate in order to work as a call center team leader, depending on your circumstances it could prove beneficial. Ultimately, it is up to each individual person to weigh up their own situation and decide whether or not obtaining such certification would help them achieve their goals.

Related: Call Center Team Leader Resume Examples

FAQs About Call Center Team Leader Certifications

Q1: What is a Call Center Team Leader Certification?

A1: A Call Center Team Leader Certification is an industry-recognized certification that validates a team leader's knowledge and skills in leading call center operations. It provides evidence of the ability to effectively manage and lead teams in customer service, technical support, sales, and other related fields.

Q2: How do I become certified as a Call Center Team Leader?

A2: To become certified as a Call Center Team Leader, you must complete an accredited training program or take an exam offered by a professional organization such as the International Customer Service Association (ICSA). You will also need to meet any additional requirements set by your employer.

Q3: How long does it take to get certified?

A3: The length of time required to obtain certification varies based on the type of program or exam you choose. Generally speaking, most programs can be completed within six months to one year.

Q4: Are there any prerequisites for becoming certified?

A4: Yes, most programs and exams require that applicants have at least two years of experience in call center management or leadership roles. Additionally, applicants may need to demonstrate knowledge of customer service principles and practices.

Q5: What are some benefits of obtaining a Call Center Team Leader Certification?

A5: Benefits include increased job prospects, higher salaries, and improved credibility with employers. Additionally, having a certification can help demonstrate commitment to the profession and provide recognition from peers and customers alike.