The Value ofCIAC Certification
Your Hosts                        Todd Piccuillo, Director of Training and Certification Sales,                        ICM...
CIAC- Call Center Industry Advisory Council• Designed by the industry for the industry• Broadly representative group of co...
What is Certification?DefinitionA designation earned by a person to assure qualificationto perform a job or task.Indicates...
What Certification Is NOT! Taking a class Attending a seminar or  workshop Attending an event
CIAC Certification      CIAC Certification is the first and only      accredited credential that validates      the master...
Leadership                                    The CIAC-ICMI CompatibilityOperations & Technology   People               CI...
Why Certification is Important to YouIndividual benefits                                   99% of surveyed CIAC-Certified1...
Why Certification is Important to Your Organization  Organizational Benefits   Increased competitive advantage through   ...
The ROI of Improved Customer Service • “A 5% increase in customer retention can increase   business profits by 25-100%” ~ ...
How the Process Work?   Step 1: Choose a Designation/Role Level   Step 2: Competency Training   Step 3: Pass Competency Te...
The ProcessOperations ClassOperations TestingCustomers ClassCustomers TestingPeople ClassPeople TestingLeadership ClassLea...
Step 1:Choosing a Designation/Role LevelCIAC-Certified Strategic Leader(CCSL)CIAC-Certified Operations Manager(CCOM)CIAC-C...
Step 2:Competency Training One ICMI Training Course to prepare for each test    6 week web-study course (Private or Publi...
Step 3:Pass Competency TestingFour tests, one for each class:     Operations     Customers     People     LeadershipMu...
Testing   With the proctor:      Launch the test using student username       and password      Proctor will be required...
Step 4:CompletePerformance Assessment*  Begins after all 4 assessments have been passed.  Demonstrates hands-on mastery ...
You’re Certified!
Additional Notes      Recertification takes place every three years from date of      certification      Recertification R...
To read testimonials, please visit: http://www.icmi.com/ciactestimonials
Guest Speaker:                 Rob Archambault, CIAC Certified Strategic Leader
A la Carte Products                                    CCSL/CCOM/CCMC   CCMP Designation                                  ...
PricingProgram Pricing Includes: (per student) BEST VALUE!4 training courses4 study guides4 tests1 performance assessment ...
Pace Setter Program                   ICMI’s CIAC Pace Setter program celebrates                   companies that invest i...
For more information, please contact:Jennifer Quigley , ICMI Account Manager             719.785.5340          jquigley@ic...
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CIAC Certification Call Center Professionals

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

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  • Linda Riggs is the Strategic Training Director for ICMI. She has over 25 years of experience in contact center management, training, development and instructional design. Her focus is on Learning and Development in the contact center environment, ICMI content, industry certification and international partnership programs.Linda holds a bachelor's degree and is a U.S. Navy veteran. She is a member of the American Society for Training and Development, and is a certified DISC behavioral styles trainer. She has written several articles for industry publications and is a frequent speaker at industry conferences.
  • CIAC stands for Call Center Industry Advisory Council. The council is comprised of industry professionals from around the world who are executives, practitioners and subject matter experts in the world of Contact Centers. They help to develop and maintain the competencies and ensure that standards of excellence are maintained in this program.
  • Read definition.Most certification programs are created, sponsored, or affiliated with professional associations and organizations interested in raising standards.Describes and defines eligibilityIncludes an examination/assessmentDefines recertification criteriaSupports disciplinary governance and policiesIs legally defensible
  • Many times, you’ll see ads that say things like “Take this one day class or attend this event and you’ll be a certified contact center manager!” This is not certification. This is what is known as a low-stakes certificate program. It is not legally defensible. True certification must meet certain criteria.
  • CIAC Certification is the first and only accredited Contact Center Industry. We’re accredited through SIOP= Society of Industrial and Organizational Psychology. Many times, you’ll see ads that say things like “Take this one day class or attend this event and you’ll be a certified contact center manager!” This is not certification. This is what is known as a low-stakes certificate program. It is not legally defensible. For it to be a true certification, it has to define eligibility of candidates, have some type of assessment, define the criteria for recertification, support policies and governance around the discipline, and is legally defensible since many organizations use certification as part of their hiring practices.
  • You may already know ICMI.. We’ve been a leader in contact center training, consulting, resources and events for 27 years. Our holistic approach to contact center management has been built on four pillars: Leadership and Strategy, Operations, People Management and Technology, all supporting the most important arch, which is the customer.ICMI has been a training partner of the Call Center Industry Advisory Council for many years. In fact, our former CEO and now Strategic Advisor, Brad Cleveland was intimately involved in the creation of the CIAC.As you can see, CIAC Certification aligns to the same holistic approach for contact center management that ICMI has been teaching for over 25 years. This makes us uniquely qualified to be the steward of the only true accredited professional certification program in the contact center industry.Before we talk further, I’d like to explain to give you a clearer picture of what Certification is, isn’t and what it means to be accredited.
  • So, let’s talk about why certification matters for individuals in the contact center industry today.Here are just a few of the personal benefits you can derive from becoming a CIAC Certified Professional in the Contact Center Industry.In a recent survey of our CIAC Certified Strategic Leaders and Operations Managers, we discovered that 75% of those surveyed say CIAC Certification has increased their job security.82% say it has established them as a leader in their organization and industry.91% they now have a mastery-level command of call center management and have been able to positively impact both their center and their organization.99% responded that this certification has led to a greater understanding of key contact center metrics and given them a more disciplined approach to decision-making.76% say that CIAC Certification has led to greater personal growth and recognition within their organization.80% say it has made them a more effective people manager, which has led to improving employee morale and helping to reduce attrition.99% say it has made them a more effective manager of operations and processes.As you can see, it highly impacts you, the individual, and how that leads to some organizational benefits already. Let’s take a look at some other ways this impacts your entire company.
  • Again, these are just a few of the many benefits organizations derive from having Certified Contact Center Professionals onboard.Those surveyed said the benefits to their organization resulted in:Improved employee satisfaction/engagement/retention 72% Increased operational efficiencies 80%Improved performance to service level goals 75%Improved workforce management effectiveness 70%Established a more standardized approach to contact center management 72%
  • The CIAC Certification program is specifically designed to promote the immediate application of best practices for improved service. Time and again our students tell us that they begin applying what they’ve learned from the very first class they take.
  • This is how the process looks, visually. Each class is about 6 weeks long, we give 30 days in between classes for you to take the assessments. Once those are completed, you Strategic Leaders and Operations Managers will take your Performance Assessment which we will discuss in a few minutes. Then, you’re certified. If you follow this track, it’ll take about a year to complete. One of the most frequently asked questions we receive is, “Can I speed up the process or just take the test without the training?”In short, the answer is, “yes”, you *can* do that. I don’t recommend it, and here’s why. Many of our customers have taken our Certification quiz prior to these sessions. Not only did 99.9% of the respondents fail the test, but they missed the passing score by a large margin. The average score is 55, and one needs a 75 to pass for most designations. Nearly everyone who has completed this program will tell you that they were amazed at what they DIDN’T know about contact center management, regardless of their time in role, and that the benefits to this program’s structure really helped them retain what they studied. By taking the time to really absorb the material, you have the ability apply the concepts as you learn to not only help you preserve the knowledge, but to have an immediate positive impact on your center. As you put them into practice, your understanding increases, and when you are assessed, you’ll truly have the mastery level comprehension necessary to bring value and have an impact on your organization, as well as the contact center industry as a whole.Now that you’ve seen the overall process, let’s take a look at it step by step.(Operations Domainclass- 6 weeksTake Operations assessment (within 30 days)Customers class- 6 weeksTake Customers assessment (within 30 days)People Domain class- 6 weeksTake People assessment (within 30 days)Leadership Domain Class- 6 weeksTake Leadershipassessment (within 30 days)Performance assessment (within 4-6 weeks) Total = 46 weeks)
  • And now you’re certified!So, let’s recap the process one more time…
  • Just a few additional points to make here:Your certification is good for three years and then you will need to recertify.Recertification is a matter of staying active within the industry through professional development credits and completing an essay. We do make our Web-study courses available by recording for 30 days following the last session. This gives you time to go back and review for your assessment, or to catch up on a class you may have missed.So, now that we’ve discussed the process, let’s look at what people have to say about CIAC Certification…
  • As you can see, quite a few of the very best companies in the world have chosen CIAC Certification to set the standard and best practices for their contact center operations. If you’d like to read testimonials, please do visit our website.So, now that you see the benefits, understand the process and have heard from some of our certified professionals, how much does this cost?
  • Rob Archambault is a fifteen year call centre strategic and operational manager who has experience in several different aspects of the call centre industry. Rob began his career in the third party collection industry in Canada at a time when automated power diallers and a modernization of the telephony technology where taking place. Rob took an active role in developing the strategic approach to call campaigns and automated routing to increase agent productivity and decrease costs. Rob then took an entirely different turn in his career when he went to TELUS Mobility as a Call Centre Operations Manager for their Customer Loyalty and Retention Department. TELUS Mobility is one of Canada’s largest cell phone network providers. The Loyalty and Retention Department specialized in maintain client relationships and ensuring client loyalty. In his role at TELUS Mobility Rob played a significant role in technology transformation and dialler operations strategies as well as managing client experience metrics. Supporting cutting edge Quality Model that is based on a client centric model that measures the effectiveness of the call, while balancing the efficiency of the agent, Rob helped develop an approach that is easily transferrable to all types of call centres.With HP Enterprise Services, Rob was responsible for developing call centre approaches that can be offered to all types of Financial Institutions to better manage their risk and return on investment. Relying heavily on his past experience as well as the training that he received from CIAC as a certified CCSL, Rob is able to take both a high level approach as well as an ‘in the weeds’ understanding to deliver exceptional results for all of aspects of the contact centre/client interaction.
  • Thank you for attending this session. Your account manager will be following up with you very soon in case you have further questions or would like assistance. Have a great rest of your day!
  • CIAC Certification Call Center Professionals

    1. 1. The Value ofCIAC Certification
    2. 2. Your Hosts Todd Piccuillo, Director of Training and Certification Sales, ICMI Linda Riggs, Strategic Training Director, ICMI
    3. 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 professionTo read more about our council: http://www.icmi.com/Certification/About-CIAC-Certification/Advisory-Council
    4. 4. What is Certification?DefinitionA designation earned by a person to assure qualificationto 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 maintainhigh standards in the workforce. ~source: Professional Testing, Inc.
    5. 5. What Certification Is NOT! Taking a class Attending a seminar or workshop Attending an event
    6. 6. CIAC Certification CIAC Certification is the first and only accredited credential that validates the mastery-level competency of contact center professionals.
    7. 7. Leadership The CIAC-ICMI CompatibilityOperations & Technology People CIAC CertificationCustomers
    8. 8. Why Certification is Important to YouIndividual benefits 99% of surveyed CIAC-Certified1. Increased value to your professionals say they are a organization more effective manager of operations and processes due2. Recognized as a leader in the to completing the CIAC Certification process. industry. 91% have been able to3. Validate mastery-level positively impact their command of your call center organization. management level 82% say they are now a leader4. Enhanced job security by in their organization and the demonstrating a commitment contact center industry. to your career and continuous improvement
    9. 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. 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. 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. 12. The ProcessOperations ClassOperations TestingCustomers ClassCustomers TestingPeople ClassPeople TestingLeadership ClassLeadership TestingPerformance AssessmentCertified!
    13. 13. Step 1:Choosing a Designation/Role LevelCIAC-Certified Strategic Leader(CCSL)CIAC-Certified Operations Manager(CCOM)CIAC-Certified Management Partner(CCMP)CIAC-Certified Management Consultant(CCMC)
    14. 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. 15. Step 3:Pass Competency TestingFour tests, one for each class:  Operations  Customers  People  LeadershipMultiple-choice questionsMust be completed in proctored environment  CIAC will give designated proctor a separate username and password for testsPassing score of 75%
    16. 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. 17. Step 4:CompletePerformance 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. 18. You’re Certified!
    19. 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. 20. To read testimonials, please visit: http://www.icmi.com/ciactestimonials
    21. 21. Guest Speaker: Rob Archambault, CIAC Certified Strategic Leader
    22. 22. A la Carte Products CCSL/CCOM/CCMC CCMP Designation Designations $1,050 $1,050Individual Training & Study GuideIndividual Study Guide $225 $225Practice Test $20 $20Individual Test $200 $200Performance Assessment $300 —Re-Test $150 $150
    23. 23. PricingProgram Pricing Includes: (per student) BEST VALUE!4 training courses4 study guides4 tests1 performance assessment CCSL/CCOM /CCMC Designations CCMP DesignationComplete CIAC Certification Program – Individual $4,695 $4,495Savings from Bundled vs A la Carte Pricing 11% 10%Complete CIAC Certification Program – $3,995 $3,795Private Groups (pricing is per student, minimum 10students*)Savings from Bundled vs A la Carte Pricing 25% 24% *other group discounts are available. See your account manager for details
    24. 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. 25. For more information, please contact:Jennifer Quigley , ICMI Account Manager 719.785.5340 jquigley@icmi.com

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