Our global certification programs follow the national occupational standards of Canada, US and UK and professionals who complete the certification training program will have their certification posted to a global public register. This means that your certification achievements can be searched and verified!

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Customer Service Certification

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What is Certification?
Definition:
Refers to the confirmation of certain characteristics of an
object, person, or organization. This confirmation is often,
but not always, provided by some form of external review,
education, assessment, or audit.

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ISSA Certification
• ISSA definition of certification includes:
– The completion of a series of study courses which supports a
professional designation requirement

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About ISSA
 ISSA is an ISO certifying organizational body with a
mandate to promote customer service standards and
professionalism through professional designation
programs by offering global:
 Program Curricula
 Designations
 Authorized Training Providers
 Public Register

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ISSA Program Structure
 ISSA certification:
 Adhere to ISO based certification scheme
 Follow the national occupational standards for Canada, UK and
USA
 Provide a global professional designation
 Listing in the ISSA global public register

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National Occupational Standards
Definition:
Defines the knowledge, skills and abilities a person must
have to perform the job at a competent level. The
standards are government sanctioned, developed,
reviewed and approved by government and industry
committees with representation from industry and
educational professionals.

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Designations
1. Certified Contact Center Agent (CCCA)
 This designation is targeted to professionals who are working in a
contact center service environment.
2. Certified Service Agent (CSA)
 This designation is targeted to professionals who are working in a
non-contact center service environment.
3. Certified Contact Center Supervisor (CCCS)
 This designation is targeted to professionals who are overseeing
others in a contact center environment.
4. Certified Service Supervisor (CSS)
 This designation is targeted to professionals who are overseeing
others in a service environment.

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Learning Outcomes

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Certified Contact Center Agent
Key Objectives
Professionalism
• Personal Attributes
• Interpersonal Interaction
• Work Attributes
• Time Management
Communication Skills
• Verbal Communication
• Written Communication
• Effective Listening
Technology Skills
• Technology Types and Use
• Customer Relationship Management
• Privacy & Security
Health & Safety
• Workplace Safety
• Health & Wellness
• Workplace Hazardous Materials Information
System (WHMIS)
Operations
• Customer Service Basics
• Customer Needs & Desires
• Discovering Customer Problems
• Rebuilding Relationships
• Customer Service Technology & Systems

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Certified Contact Center Supervisor
Key Objectives
Professionalism
• Commitment To Professionalism
• Professional Interaction
• Managing Work Attributes
Communication Skills
• Verbal Communication
• Written Communication
• Effective Listening
Technology Skills
• Understanding Computer Systems
• Policies & Procedures
• Introduction to Monitoring Systems
Health & Safety
• Health & Wellness
• Ergonomics
Operations
• Service Leadership
• Supervision
• Managing Employees
• Contact Center Environment & Technology
Basic Human Resources
• Basic Human Resource Management
• Recruitment, Interviewing & Hiring

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Certified Service Agent
Key Objectives
Professionalism
• Personal Attributes
• Interpersonal Interaction
• Work Attributes
• Time Management
Communication Skills
• Verbal Communication
• Written Communication
• Effective Listening
Technology Skills
• Technology Types and Use
• Customer Relationship Management
• Privacy & Security
Health & Safety
• Workplace Safety
• Health & Wellness
• Workplace Hazardous Materials Information
System (WHMIS)
Operations
• Customer Service Basics
• Customer Needs & Desires
• Discovering Customer Problems
• Rebuilding Relationships
• Customer Service Technology & Systems

12. CONFIDENTIAL © 2015 Orion Learning Services Inc. All rights reserved.
Certified Service Supervisor
Key Objectives
Professionalism
• Commitment To Professionalism
• Professional Interaction
• Managing Work Attributes
Communication Skills
• Verbal Communication
• Written Communication
• Effective Listening
Technology Skills
• Understanding Computer Systems
• Policies & Procedures
• Introduction to Monitoring Systems
Health & Safety
• Health & Wellness
• Ergonomics
Operations
• Service Leadership
• Supervision
• Managing Employees
Basic Human Resources
• Basic Human Resource Management
• Recruitment, Interviewing & Hiring

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Certification Process
1. Register
 Enroll into a certification training program
2. Train
 Complete the required training for your designation
3. Maintain
 Keep your designation current by maintaining your name and
designation on the ISSA public register

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Orion Learning
• Support by International Standards &
Certification Body
• National Occupational Standard(s) for
curriculum
• Global Designation(s)
• Global Public Register
• Comprehensive Course of Study
• Complete Series of Individual Courses
• Program Duration of 43 to 63 hours of
Study
• Up to 12 Months to Complete
• Online Delivery
Others
• Not supported by any standards or
certification body
• Vendor curriculum not approved for
global markets
• Regional/country designation(s)
• No Public Register
• Superficial Course of Study
• Only a few modules or courses
• Short Program Duration which
supports the vendor curriculum
• In-class delivery
• Expensive
Program Comparison

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Program Cost Comparison
Program Orion Others
Contact Center Agent $2,495 No Program
Customer Service Agent $1,995 $895 - $1,200/day
Supervisor $2,995 $1600/day

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Individual
• Global certification and recognition
of training
• Professional designation
• Comprehensive training
curriculum
• Personalized program certificate
• Membership with ISSA
• Opportunity for career path
planning
• Public register of certification
candidates and accredited
members
Employer
• Focused training
• Targeted recruitment
• Increased employee retention
• Better business planning
• Increased employee productivity
• Better image of the sector
• Enhanced employee development
• Public register of candidates and
accredited Members
Benefits

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Contact Orion
Contact an Orion Learning Associate at:
Tel: 1-855-686-2002 Ext. 104
Email: sales@orionelearning.com
Web: www.orionelearning.com