This presentation will provide not only CIAC Certification program details but the benefits it can bring to you, your company, and ultimately the customer.

1. The Value of
CIAC Certification

2. Your Hosts
Todd Piccuillo, Director of Training and Certification Sales,
ICMI
Linda Riggs, Strategic Training Director, ICMI

3. CIAC- Call Center Industry Advisory Council
• Designed by the industry for the industry
• Broadly representative group of contact center
executives, practitioners and subject matter experts
from around the world
• Helps to develop and maintain the relevance and
currency of the „Contact Center Management
Competencies‟
• Ensures CIAC Certification remains the industry
credential of excellence for the global contact center
management profession
To read more about our council: http://www.icmi.com/Certification/About-CIAC-Certification/Advisory-Council

4. What is Certification?
Definition
A designation earned by a person to assure qualification
to perform a job or task.
Indicates a person…
1. has demonstrated mastery of a professional body of
knowledge and skills, and
2. is dedicated to staying abreast of new developments in the
profession.
Many professions utilize certification to maintain
high standards in the workforce. ~source: Professional Testing, Inc.

5. What Certification Is NOT!
 Taking a class
 Attending a seminar or
workshop
 Attending an event

6. CIAC Certification
CIAC Certification is the first and only
accredited credential that validates
the mastery-level competency of
contact center professionals.

7. Leadership
The CIAC-ICMI Compatibility
Operations &
Technology
People
CIAC Certification
Customers

8. Why Certification is Important to You
Individual benefits
99% of surveyed CIAC-Certified
1. Increased value to your professionals say they are a
organization more effective manager of
operations and processes due
2. Recognized as a leader in the to completing the CIAC
Certification process.
industry.
91% have been able to
3. Validate mastery-level positively impact their
command of your call center organization.
management level
82% say they are now a leader
4. Enhanced job security by in their organization and the
demonstrating a commitment contact center industry.
to your career and continuous
improvement

9. Why Certification is Important to Your Organization
Organizational Benefits
 Increased competitive advantage through “The biggest benefit of CIAC
improved customer experiences. Certification that we started seeing
during the first certification class
 Unification of distributed teams through and continue to see is the deeper
standardized approach and more robust understanding of
contact center operations. The
 Increased operational efficiencies team has a holistic understanding
 Improved retention strategies now of how the contact center fits
into the overall organization and
 Increased customer satisfaction how we can help the company
achieve its vision. The tangible
 Increased cross-functional effectiveness
items like influencing leaders,
 Leads to more disciplined and fact-based effectively managing call center
approach to decision making budgets, understanding call load to
accurately forecast schedules,
etc. helped us optimize our contact
center strategy.” ~ Glen Gemmill, VP
Customer Affairs

10. The ROI of Improved Customer Service
• “A 5% increase in customer retention can increase
business profits by 25-100%” ~ Harvard Business Review
• “68% of customers leave because they are upset with
the service they have received.” ~ U.S Chamber of Commerce

11. How the Process Work?
Step 1: Choose a Designation/Role Level
Step 2: Competency Training
Step 3: Pass Competency Testing
Step 4: Complete Performance Assessment (if applicable)
You’re certified!

12. The Process
Operations Class
Operations Testing
Customers Class
Customers Testing
People Class
People Testing
Leadership Class
Leadership Testing
Performance Assessment
Certified!

13. Step 1:
Choosing a Designation/Role Level
CIAC-Certified Strategic Leader
(CCSL)
CIAC-Certified Operations Manager
(CCOM)
CIAC-Certified Management Partner
(CCMP)
CIAC-Certified Management Consultant
(CCMC)

14. Step 2:
Competency Training
One ICMI Training Course to prepare for each test
 6 week web-study course (Private or Public)
 Live, virtual classroom instruction
 Quizzes
 Homework assignments
 Final exam
Study Guide for each assessment area – Included
 Operations & Technology
 Customers
 People
 Leadership
Students will receive a syllabus, welcome email and instruction guide
two weeks prior to each course.
Average study time, including instruction, is 2-4 hours per week

15. Step 3:
Pass Competency Testing
Four tests, one for each class:
 Operations
 Customers
 People
 Leadership
Multiple-choice questions
Must be completed in proctored environment
 CIAC will give designated proctor a separate
username and password for tests
Passing score of 75%

16. Testing
With the proctor:
 Launch the test using student username
and password
 Proctor will be required to enter a separate
username and password
 Launch the test
Score will be emailed to student
within 4 hours of completing the test!

17. Step 4:
Complete
Performance Assessment*
 Begins after all 4 assessments have been passed.
 Demonstrates hands-on mastery of sound
management principles
 Questionnaire that results in a work sample
 6-weeks, or 30-business days to complete
 Your manager signs off on it
 All results are kept completely confidential
*note: CCMP is the only designation not required to complete a
performance assessment

18. You’re Certified!

19. Additional Notes
Recertification takes place every three years from date of
certification
Recertification Requirements: Written essay and
professional development credits
Web study courses, recordings are made available for at
least 30 days following last session

20. To read testimonials, please visit: http://www.icmi.com/ciactestimonials

21. Guest Speaker:
Rob Archambault, CIAC Certified Strategic Leader

22. A la Carte Products
CCSL/CCOM/CCMC CCMP Designation
Designations
$1,050 $1,050
Individual Training & Study Guide
Individual Study Guide $225 $225
Practice Test $20 $20
Individual Test $200 $200
Performance Assessment $300 —
Re-Test $150 $150

23. Pricing
Program Pricing Includes: (per student) BEST VALUE!
4 training courses
4 study guides
4 tests
1 performance assessment
CCSL/CCOM /CCMC Designations CCMP Designation
Complete CIAC Certification Program – Individual $4,695 $4,495
Savings from Bundled vs A la Carte Pricing 11% 10%
Complete CIAC Certification Program – $3,995 $3,795
Private Groups (pricing is per student, minimum 10
students*)
Savings from Bundled vs A la Carte Pricing 25% 24%
*other group discounts are available. See your account manager for details

24. Pace Setter Program
ICMI’s CIAC Pace Setter program celebrates
companies that invest in their customers by
making a commitment to CIAC certification across
their enterprise.
How does your company become a Pace Setter?
 Must enroll 20 participants in CIAC Certification
within 12 months
 Year-over-year participation required to maintain
Pace Setter designation
What do you receive for achieving this prestigious designation?
 Prominent recognition on the ICMI website and CIAC
Certification literature
 Rights to use the prestigious CIAC Certification Pace Setter
logo via participating organization’s marketing promotions
 Dedicated Multi Media News Release via PR Newswire and
access to the PR Newswire Reuters sign in Times Square
 Participation in CIAC-sponsored forums, speaking
engagements, articles and white papers
 Eligibility for a seat on the CIAC Certification Advisory Board
and involvement in the development of call center industry
competencies and certification programs
 Preferred pricing on group CIAC Certification packages

25. For more information, please contact:
Jennifer Quigley , ICMI Account Manager
719.785.5340
jquigley@icmi.com