Top 11 Director of Customer Service Certifications

Certifications are important for a director of customer service in the job market because they demonstrate a commitment to professional development and knowledge in the field. They can help to set an individual apart from other applicants, as well as provide evidence that an applicant has the skills and knowledge necessary to succeed in the role. Certifications also show employers that an individual is dedicated to staying up-to-date on best practices and industry trends, which is essential for a director of customer service. Ultimately, certifications give potential employers assurance that a candidate is qualified and knowledgeable enough to handle the responsibilities of the role.

The purpose of this article is to review some of the top certifications for Director of Customer Services and explain how they can help advance a director's career.

What are Director of Customer Service Certifications?

Director of Customer Service Certification is a professional certification program that provides an individual with the knowledge and skills to effectively manage customer service operations. The certification can help individuals develop their leadership, communication, and problem-solving skills, as well as learn best practices for customer service management. It also covers topics such as customer service strategies, employee relations, managing customer expectations, and measuring performance. With this certification, individuals can demonstrate their commitment to providing exceptional customer service and gain credibility in the field. Having this certification can also help individuals advance their career by giving them more job opportunities and potential salary increases.

Pro Tip: When considering a certification in director of customer service, be sure to research the organization offering the certification. Ensure that the certification program is accredited and recognized by industry professionals, as well as valid for continuing education credits. Additionally, check to see if there are any prerequisites for the certification such as prior experience or a certain level of education.

Related: What does a Director of Customer Service do?

Top 11 Director of Customer Service Certifications

Here’s our list of the best certifications available to Director of Customer Services today.

1. Certified Customer Service Professional (CCSP)

Certified Customer Service Professional (CCSP) is a certification program developed by the International Customer Service Association (ICSA). The CCSP certification is designed to recognize professionals who demonstrate excellence in customer service and support. It is an internationally recognized credential that shows employers and customers that you have the knowledge, skills, and abilities necessary to provide exceptional customer service.

The CCSP certification requires applicants to have at least two years of full-time customer service experience or equivalent part-time experience, as well as complete a comprehensive exam. The exam consists of 150 multiple-choice questions covering topics such as customer service principles, problem solving, communication techniques, and technology applications. The exam takes approximately three hours to complete.

To get certified, applicants must pass the ICSA’s CCSP Exam with a score of 70% or higher. Applicants must also submit proof of their work experience and pay an application fee of $150 USD. Once applicants successfully pass the exam and submit all required documentation, they will receive their official CCSP certificate from ICSA.

The cost for the CCSP certification is $150 USD for the application fee plus any additional fees associated with taking the exam itself (e.g., proctoring fees).

2. Certified Professional in Customer Relationship Management (CPCRM)

Certified Professional in Customer Relationship Management (CPCRM) is a professional certification program designed to recognize individuals who have demonstrated an advanced level of knowledge, skills and abilities in the field of customer relationship management. The CPCRM certification is administered by the Customer Relationship Management Institute (CRMI), which was founded in 2002.

The CPCRM certification requires applicants to pass a comprehensive examination that covers topics such as customer service, customer segmentation, customer experience management, sales process optimization, and data-driven decision making. The exam consists of multiple-choice questions and takes approximately two hours to complete.

In order to qualify for the CPCRM certification, applicants must have at least three years of experience working in the customer relationship management field. Applicants must also submit a completed application form and pay an application fee of $250 USD. Once approved, applicants will receive their certification within four to six weeks after passing the examination.

The cost of obtaining the CPCRM certification can vary depending on the applicant’s location and other factors. Generally speaking, however, it costs around $750 USD for all materials and fees associated with taking the exam.

3. Certified Customer Experience Professional (CCXP)

Certified Customer Experience Professional (CCXP) is a professional certification program offered by the Customer Experience Professionals Association (CXPA). It is the global standard for customer experience professionals, and it recognizes individuals who have demonstrated mastery of the core competencies required to create and manage successful customer experiences.

The CCXP certification requires applicants to demonstrate their knowledge and skills in seven core areas: customer-centric culture, customer journey mapping, design thinking, customer feedback management, metrics and analytics, organizational change management, and strategic planning. Applicants must also pass an online exam that consists of multiple choice questions.

The entire process typically takes between three to six months to complete. The first step is to register for the CCXP exam. Once registered, applicants will receive instructions on how to prepare for the exam and will be given access to study materials. After studying for the exam, applicants must then take the online exam within a designated time frame.

Once applicants have passed the exam, they will receive their official CCXP certificate from CXPA. The cost of obtaining the certification varies depending on whether or not you are a member of CXPA. Non-members can expect to pay around $1,000 USD while members can expect to pay around $500 USD.

4. 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 needed to effectively manage customer service operations. The CCSM program is offered through the International Customer Service Association (ICSA).

The CCSM certification requires applicants to pass an exam that covers topics such as customer service strategy, customer relationship management, customer satisfaction measurement, and process improvement. The exam consists of 150 multiple-choice questions and takes approximately three hours to complete.

To be eligible for the CCSM certification, applicants must have at least five years of experience in a customer service role or a related field. In addition, applicants must have completed at least 60 hours of approved training in customer service management or related areas within the past five years.

The cost of the CCSM certification exam is $395 USD for members of ICSA and $495 USD for non-members. Once an applicant has successfully passed the exam, they will receive their official CCSM certificate from ICSA.

5. Certified Quality Process Analyst (CQPA)

Certified Quality Process Analyst (CQPA) is a professional certification program offered by the American Society for Quality (ASQ). It is designed to recognize individuals who have demonstrated knowledge and proficiency in quality process analysis. The CQPA credential is highly valued in the industry and can help professionals advance their career opportunities.

The certification requires candidates to take an exam that covers topics such as quality management systems, process improvement, statistical methods, and problem-solving techniques. Candidates must also demonstrate their ability to apply these concepts in real-world scenarios. The exam consists of multiple-choice questions and takes approximately three hours to complete.

To become certified, applicants must meet certain eligibility requirements such as having at least two years of full-time work experience in a quality process analysis role. They must also submit proof of education or training related to quality processes and pass the CQPA exam with a score of at least 70%.

The cost of obtaining the CQPA certification varies depending on the country from which you are applying. In the United States, it typically costs around $400-$500 USD for the application fee plus any applicable taxes or fees.

6. Six Sigma Green Belt for Customer Service Professionals

Six Sigma Green Belt for Customer Service Professionals is a certification program designed to equip customer service professionals with the skills and knowledge necessary to improve customer service processes. It is based on the Six Sigma methodology, which uses data-driven decision making and problem-solving techniques to identify and eliminate defects in products or services.

The program typically takes around three months to complete, depending on the provider. It consists of online courses, self-study materials, and hands-on projects. The cost of the program varies depending on the provider and can range from $2,000-$5,000 USD.

To get certified as a Six Sigma Green Belt for Customer Service Professionals, you must pass an exam that tests your knowledge of Six Sigma principles and their application in customer service processes. You must also demonstrate proficiency in project management tools such as Lean Six Sigma tools and techniques. Additionally, you may be required to submit a portfolio of completed projects that demonstrate your ability to apply Six Sigma principles in real-world scenarios.

7. Certified Contact Center Supervisor (CCCS)

Certified Contact Center Supervisor (CCCS) is a professional certification program designed to provide contact center supervisors with the knowledge and skills necessary to effectively manage contact centers. The CCCS program was developed by the International Customer Service Association (ICSA) in partnership with the International Quality and Productivity Center (IQPC).

The CCCS certification is based on a comprehensive curriculum that covers topics such as customer service, communication, problem solving, team building, coaching and performance management. It also includes an emphasis on technology, including call routing systems and other contact center software.

To obtain the CCCS certification, applicants must pass an exam administered by ICSA or IQPC. The exam consists of multiple-choice questions covering all aspects of contact center management. Candidates must score at least 70% to pass the exam.

It typically takes about two months to complete the coursework and prepare for the exam. However, some candidates may take longer depending on their experience level and study habits.

The cost of obtaining the CCCS certification varies depending on whether you are taking an online or in-person class. Online classes typically cost between $500-$1,000 while in-person classes can range from $1,500-$3,000 depending on location and duration of the program.

8. Certified Contact Center Quality Assurance Professional (CCCQAP)

The Certified Contact Center Quality Assurance Professional (CCCQAP) is a professional certification program that is designed to recognize professionals who have achieved a high level of proficiency in contact center quality assurance. The CCCQAP certification is administered by the International Customer Service Association (ICSA).

The CCCQAP certification requires the completion of an online assessment and a two-day workshop. The online assessment covers topics such as customer service, contact center operations, and quality assurance best practices. The two-day workshop focuses on developing skills in quality assurance, including identifying areas for improvement, developing action plans to address those areas, and implementing corrective actions.

To become certified as a CCCQAP, you must meet the following requirements:

• Have at least three years of experience working in a contact center environment
• Possess knowledge of customer service principles and practices
• Have experience with quality assurance processes and techniques
• Be able to demonstrate proficiency in contact center operations
• Pass the online assessment and the two-day workshop

The cost for the CCCQAP certification program is $1,495 USD. This fee includes access to the online assessment and the two-day workshop.

9. American Society of Quality – Certified Manager of Quality/Organizational Excellence

The American Society of Quality (ASQ) Certified Manager of Quality/Organizational Excellence is a professional certification that recognizes individuals who demonstrate knowledge and skills in the management of quality and organizational excellence. This certification is designed to help managers understand the principles, methods, and tools used to improve organizational performance.

It typically takes six to twelve months to complete the necessary requirements for this certification. To become certified, applicants must first pass an exam that covers topics such as quality planning, customer focus, process improvement, and project management. After passing the exam, applicants must also complete a portfolio demonstrating their experience in managing quality and organizational excellence initiatives.

The cost of becoming certified varies depending on the type of membership you have with ASQ. For non-members, the cost is $735 USD for the exam and $200 USD for the portfolio review fee. For members, the cost is $560 USD for the exam and $100 USD for the portfolio review fee. Additionally, there are discounts available for groups or organizations that register multiple people at once.

Overall, becoming an ASQ Certified Manager of Quality/Organizational Excellence is a great way to demonstrate your knowledge and skills in managing quality initiatives within an organization. It can also be beneficial when looking for new job opportunities or promotions within your current organization.

10. International Customer Service Association – Certificate in Advanced Customer Service Management

The International Customer Service Association (ICSA) Certificate in Advanced Customer Service Management is an online program designed to help customer service professionals develop the skills and knowledge necessary to excel in their field. The program consists of five modules covering topics such as customer service fundamentals, communication skills, problem solving, customer loyalty and management strategies. Participants will also receive a comprehensive guidebook with additional resources.

The program takes approximately 8-10 weeks to complete and can be taken at your own pace. To get started, you must register for the course through the ICSA website and pay a fee of $695 USD. Once registered, you will receive access to all course materials including online lectures, quizzes, and assignments. You must also complete a final exam at the end of the program in order to receive your certificate.

Upon successful completion of the program, participants will receive an official ICSA Certificate in Advanced Customer Service Management along with a digital badge that can be shared on social media or used as part of their professional portfolio.

11. National Retail Federation – Certificate in Retail Management

The National Retail Federation (NRF) Certificate in Retail Management is a professional certification program designed to provide retail professionals with the knowledge and skills necessary to excel in their current positions and advance their careers. The program consists of four courses, which can be taken online or in-person, that cover topics such as customer service, merchandising, sales and marketing, operations management, financial planning and analysis, and human resources.

The NRF Certificate in Retail Management takes approximately three months to complete. Each course is eight weeks long and requires students to complete assignments and exams. Upon successful completion of all four courses, students will receive an official certificate from the NRF.

To get the NRF Certificate in Retail Management, individuals must first register for the program through the NRF website. After registering, they will be able to access course materials online or through a physical copy of the textbook provided by the NRF. Once enrolled in the program, students have up to one year to complete all four courses.

The cost of obtaining an NRF Certificate in Retail Management varies depending on whether you choose to take the courses online or in-person. For online courses, tuition is $1,395 per course for members of the NRF or $1,595 per course for non-members. For in-person courses at an approved location near you (such as a college campus), tuition is $2,095 per course for members of the NRF or $2295 per course for non-members.

Do You Really Need a Director of Customer Service Certificate?

The answer to this question depends on your individual situation and needs. If you are looking to advance in customer service and reach higher levels of responsibility, then a Director of Customer Service Certificate may be beneficial. A Director of Customer Service Certificate can provide you with the knowledge, skills, and experience necessary to lead a successful customer service team. Additionally, this certificate can provide validation that you have the qualifications necessary to help organizations improve their customer service operations.

On the other hand, if you already possess the skills and experience necessary for success in a customer service role, then a Director of Customer Service Certificate may not be necessary. Ultimately, it is up to you and your goals to decide whether or not obtaining a Director of Customer Service Certificate is worth your time and effort.

Related: Director of Customer Service Resume Examples

FAQs About Director of Customer Service Certifications

Q1: What is a Director of Customer Service Certification?

A1: A Director of Customer Service Certification is a professional credential that demonstrates the holder’s ability to provide exceptional customer service. It demonstrates knowledge, skills and experience in customer service management.

Q2: How do I become certified as a Director of Customer Service?

A2: To become certified as a Director of Customer Service, you must complete an approved training program and pass an exam. You may also need to demonstrate relevant work experience.

Q3: What are the benefits of being certified as a Director of Customer Service?

A3: Benefits include increased job opportunities, career advancement potential and higher earning potential. Additionally, certification can be used to demonstrate commitment to customer service excellence.

Q4: How much does it cost to become certified as a Director of Customer Service?

A4: The cost for certification varies depending on the program you choose and where you take it. Generally speaking, certification programs range from $500-$2000 USD.

Q5: How long is the certification valid for?

A5: Most certifications are valid for 2 years after completion. After this time period, you will need to renew your certification by taking an approved refresher course or passing another exam.