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Top 10 Customer Service Agent Certifications

This article provides an overview of the top certifications available for customer service agents to help them improve their skills and provide better customer service.

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Brenna Goyette
Certified Professional Resume Writer, Career Expert

Published 16 min read

Certifications are important for a customer service agent in the job market because they demonstrate that an individual has the knowledge and skills necessary to succeed in the role. Certifications can also give employers confidence that a customer service agent is qualified to provide high-quality customer service. Additionally, many organizations require customer service agents to have certifications in order to be considered for positions. Having a certification can also give a customer service agent an edge over other candidates who may not have the same level of qualifications or experience.

This article reviews some of the top certifications for Customer Service Agents and explains how they can help to advance a customer service agent's career.

What are Customer Service Agent Certifications?

Customer service agent certification is a type of professional certification which demonstrates that an individual has the knowledge and skills necessary to provide excellent customer service. It is designed to help customer service agents develop the skills and knowledge needed to successfully interact with customers, resolve their issues, and ensure their satisfaction.

The certification covers topics such as communication skills, conflict resolution, customer service strategies, problem solving, and customer feedback management. Completing the certification course can help customer service agents better understand the needs of customers and how to effectively meet those needs. It can also equip them with the tools they need to handle difficult or challenging situations in a professional manner.

Having customer service agent certification can also be beneficial for employers because it shows that they have invested in training their staff and are committed to providing exceptional customer service. This can help employers attract more customers as well as improve employee morale. Additionally, it may even lead to increased job opportunities for certified customer service agents within the company or outside of it due to their enhanced knowledge and expertise in this field.

Pro tip: Before hiring a customer service agent, be sure to check their certification. A certified customer service agent has the necessary skills and knowledge to provide excellent customer service. This can help ensure that customers receive the best possible experience when interacting with your business.

Related: What does a Customer Service Agent do?

Top 10 Customer Service Agent Certifications

Here’s our list of the best certifications available to Customer Service Agents today.

1. Certified Customer Service Professional (CCSP)

Certified Customer Service Professional (CCSP) is a professional certification program designed to recognize individuals who have demonstrated the knowledge and skills necessary to provide superior customer service. The CCSP certification is offered by the National Customer Service Association (NCSA), an international organization devoted to promoting excellence in customer service.

The CCSP exam consists of 150 multiple-choice questions covering all areas of customer service, including communication, problem-solving, and customer relations. To earn the certification, applicants must pass the exam with a score of 70% or higher. Applicants must also complete 12 hours of continuing education every two years to maintain their certification.

To become certified, applicants must first register for the exam online through the NCSA website. After registering, applicants will receive an email containing instructions on how to access their study materials and take the exam. The cost of registration for the exam is $175 USD.

Once registered, applicants have up to six months to take the exam at one of NCSA's approved testing centers located throughout North America and Europe. It typically takes three to four weeks for test results to be released after taking the exam.

2. Certified Customer Service Manager (CCSM)

Certified Customer Service Manager (CCSM) is a professional certification program designed to help customer service professionals develop and demonstrate their skills in customer service management. It is offered by the International Customer Service Association (ICSA).

The CCSM program consists of two parts: an online course and an exam. The online course includes topics such as customer service fundamentals, communication strategies, problem-solving techniques, team building, and conflict resolution. The exam covers all aspects of customer service management and requires participants to demonstrate their knowledge and understanding of the material presented in the course.

The CCSM program takes approximately 8 weeks to complete, depending on the individual's pace. To get certified, individuals must successfully complete both the online course and pass the exam with a score of 70% or higher.

The cost for the CCSM program varies depending on whether you are an ICSA member or not. For non-members, the cost is $495 USD; for ICSA members, it is $395 USD.

3. Professional Certified Customer Service Specialist (PCCSS)

Professional Certified Customer Service Specialist (PCCSS) is a certification program designed to recognize customer service professionals who have achieved a high level of knowledge and skill in the field. It is an industry-recognized certification that demonstrates a commitment to excellence in customer service.

The PCCSS program consists of two parts: an online course and an exam. The online course covers topics such as customer service principles, communication skills, problem solving, conflict resolution, and customer relationship management. The exam tests the candidate’s knowledge of the material covered in the course.

The PCCSS certification can be obtained by taking the online course and passing the exam with a score of 70% or higher. The online course takes approximately 8-10 hours to complete and costs $299 USD. After successfully completing the online course and passing the exam, you will receive your PCCSS certificate within 2-3 weeks.

4. Certified Customer Experience Professional (CXPRO)

Certified Customer Experience Professional (CXPRO) is a certification program designed to recognize customer experience professionals who have demonstrated excellence in customer experience management. The program is offered by the International Customer Experience Institute (ICXI).

The CXPRO certification requires that applicants have at least three years of professional experience in customer experience management and demonstrate mastery of key elements of customer experience, such as customer journey mapping, customer feedback analysis, and design thinking. Applicants must also pass an online exam to demonstrate their knowledge and skills.

It typically takes about four weeks to complete the CXPRO certification process. The first step is to register for the certification program, which requires a fee of $299 USD. After registering, applicants must complete an online training course in customer experience management and pass the online exam with a score of 70% or higher. Upon successful completion of the exam, applicants will receive their CXPRO certificate.

The cost of the CXPRO certification program includes the registration fee ($299 USD), access to the online training course ($99 USD), and the cost of taking the online exam ($99 USD).

5. Certified Contact Center Quality Analyst (CCCQA)

Certified Contact Center Quality Analyst (CCCQA) is a certification program designed to recognize individuals who have demonstrated expertise in contact center quality assurance. The CCCQA certification is offered by the International Customer Service Association (ICSA).

The CCCQA certification program consists of two parts: a written exam and an online course. The written exam covers topics such as customer service, call center operations, quality assurance, process improvement, and data analysis. The online course focuses on best practices for contact center quality assurance and includes case studies and quizzes.

The CCCQA certification is valid for three years from the date of completion. To maintain the certification, individuals must complete at least 15 hours of continuing education credits every year.

To become certified as a CCCQA, individuals must first pass the written exam with a score of 80% or higher. Once they have passed the exam, they can register for the online course and complete it within six months. After completing both components of the program, applicants will receive their CCCQA certificate.

The cost to become certified as a CCCQA varies depending on which package you purchase. The basic package costs $199 USD and includes access to both components of the program as well as one-year membership in ICSA. Additional packages are available that include additional benefits such as discounts on conferences and webinars or access to additional resources such as study guides and practice exams.

6. Certified Call Center Representative (CCCR)

Certified Call Center Representative (CCCR) is a professional certification program designed to provide individuals with the skills and knowledge needed to work in a call center environment. The program is offered by the International Customer Service Association (ICSA).

The CCCR program consists of two parts: an online course and an exam. The online course covers topics such as customer service, communication, problem solving, and customer relations. It takes approximately 6-8 weeks to complete the course. Once completed, you must pass the exam with a score of 70% or higher in order to become certified.

The cost for the CCCR program varies depending on your location and other factors. Generally speaking, it costs around $400-$500 USD for the entire program.

Overall, becoming certified as a CCCR can help you stand out from other job applicants and increase your chances of getting hired in a call center position.

7. Certified Technical Support Professional (CTSP)

Certified Technical Support Professional (CTSP) is a certification program designed to recognize IT professionals who have demonstrated a high level of expertise in technical support. The certification is offered by the International Association of Computer Technology Professionals (IACT).

The CTSP certification requires applicants to demonstrate their knowledge and skills in areas such as troubleshooting, problem solving, customer service, and communication. Candidates must also pass an online exam that covers topics such as hardware and software installation, configuration, maintenance, and networking.

The CTSP exam typically takes about four hours to complete. The cost of the exam varies depending on the country you are taking it in. In the United States, the cost is $250 for members of IACT or $400 for non-members.

In order to obtain your CTSP certification, you must first meet certain eligibility requirements. These include having at least two years of experience working in technical support or related fields; having a bachelor’s degree or higher in computer science or related field; and passing the CTSP exam with a score of 70% or higher. Once these requirements are met, you can apply for your CTSP certification through IACT’s website.

8. Six Sigma Green Belt Certification for Customer Service Professionals

Six Sigma Green Belt Certification is a professional certification designed to equip customer service professionals with the skills and knowledge needed to improve processes and customer experiences. The certification program focuses on the DMAIC (Define, Measure, Analyze, Improve, Control) methodology for process improvement. It includes instruction in problem-solving techniques, data collection and analysis methods, project management tools, and other related topics.

The Six Sigma Green Belt Certification typically takes about four weeks to complete. To get certified as a Six Sigma Green Belt for Customer Service Professionals, individuals must first complete an approved training course that covers all of the necessary topics. After completing the coursework and passing an exam, participants will receive their certification from an accredited organization such as ASQ or IASSC.

The cost of Six Sigma Green Belt Certification varies depending on the provider and can range from $1,000-$3,000 USD. Some organizations may offer discounts or scholarships for those who qualify. Additionally, some employers may cover the cost of certification as part of their employee development programs.

9. Microsoft Office Specialist: Customer Service and Support

Microsoft Office Specialist: Customer Service and Support (MOSC) is a certification program that validates the skills of customer service professionals who use Microsoft Office products. It is designed to help organizations ensure their customer service staff have the technical knowledge necessary to provide effective support for Microsoft Office products.

The MOSC certification consists of two exams, which must be taken separately and must be passed in order to receive the certification. The first exam covers basic concepts related to customer service and support, while the second exam focuses on specific features of Microsoft Office products.

The exams can be taken at any authorized testing center or online through an approved proctoring service. Depending on the individual’s experience with Microsoft Office products, it may take anywhere from several hours to several days to complete both exams.

The cost of taking the MOSC exams varies depending on where they are taken and who administers them. Generally, each exam costs around $100 USD, so it can cost up to $200 USD total for both exams.

Once an individual has successfully completed both exams, they will receive an official MOSC certificate from Microsoft that verifies their expertise in customer service and support for Microsoft Office products.

10. International Customer Service Association’s Certificate in Customer Care

The International Customer Service Association’s Certificate in Customer Care is a professional certification program designed to help customer service professionals develop their skills and knowledge. It is designed to provide an understanding of the fundamentals of customer service, as well as how to effectively manage customer relationships.

The program consists of four courses: Introduction to Customer Service, Understanding Customers, Managing the Customer Experience, and Professionalism in Customer Service. Each course takes approximately 20 hours to complete and can be taken online or in-person. Upon successful completion of the four courses, participants will receive their Certificate in Customer Care from the International Customer Service Association.

To get the Certificate in Customer Care, individuals must first register for the program with the International Customer Service Association (ICSA). Once registered, they will be given access to all four courses. Participants must then successfully complete each course before they are eligible for certification.

The cost of the Certificate in Customer Care varies depending on whether participants choose online or in-person instruction. Online instruction typically costs between $400-$500 USD while in-person instruction may cost up to $800 USD.

Do You Really Need a Customer Service Agent Certificate?

The short answer to this question is no, you do not need a customer service agent certificate in order to provide quality customer service. In fact, many of the best customer service agents are those who have learned their craft through experience and practice. However, having a certificate can be beneficial for those who want to demonstrate that they have a certain level of knowledge and expertise when it comes to providing customer service.

A customer service agent certificate can serve as proof that an individual has acquired the necessary skills and knowledge for providing excellent customer service. This certification can show employers or clients that an applicant has received formal training and has been taught how to properly handle customers in different situations. It also shows that the individual has taken the time to learn about the latest trends in customer service and is up-to-date on best practices. Having such a certification can give applicants an advantage over other applicants who may be vying for the same job or contract.

Overall, while having a customer service agent certificate is not essential in order to provide quality customer service, it may help some individuals stand out from others when looking for jobs or contracts related to providing customer service.

Related: Customer Service Agent Resume Examples

FAQs About Customer Service Agent Certifications

Q1. What is a customer service agent certification?

A1. A customer service agent certification is a professional qualification that demonstrates an individual's understanding and knowledge of customer service principles, processes, and best practices. The certification usually requires completing a course or program that covers topics such as communication skills, problem-solving, and customer satisfaction.

Q2. How can I obtain a customer service agent certification?

A2. The most common way to obtain a customer service agent certification is by taking an accredited course or program from a recognized institution. These courses are often offered online or in person and can vary in length from several weeks to several months. Additionally, some employers may offer their own training programs for employees who wish to become certified.

Q3. How long is a customer service agent certification valid for?

A3. Generally, customer service agent certifications are valid for two years before needing to be renewed or recertified through additional training or courses.

Q4. Are there any benefits to having a customer service agent certification?

A4: Yes! Having a customer service agent certification demonstrates your commitment to providing excellent customer service, which can give you an edge when applying for jobs in the field and help you advance your career faster than those without the certification. Additionally, many companies offer higher pay rates for employees with certifications due to the specialized knowledge they have acquired through their training program.

Q5. Are there any other certifications related to customer service I should consider?

A5: Yes! Depending on your career goals and interests, there are many other related certifications that may be beneficial for you to pursue such as call center operations specialist certifications, salesforce administrator certifications, social media marketing certifications, and more!