Train then test in each competency

Recertify every 3 years

TakeSelf-Assessment

Select Professional Designation

*Complete Work Product Assignment

Certified

Professional Designations•CCSL (Strategic Leader)

•CCMC (Management Consultant)

•CCOM (Operations Manager)

•CCMA (Management Associate)

Each of the Four Competency Training classes is 6 weeks long and is held once per quarter.

After training in a competency, candidate will test in that competency. We recommend that candidates test within 30 days of completing training.

Competencies •Leadership and Business Management (LBM)

•People Management (PM)

•Operations Management (OM)

•Customer Relationship Management (CRM)

Self-Assessment is recommended, not required

Process takes approximately

1 year to complete

Process takes approximately

1 year to complete

Certification Process

Step 1: Choose a Professional Designation

Step 2: Prepare for Knowledge Assessments

Step 3: Complete all four Knowledge AssessmentsStep 4: Complete Work Product Assessment (if applicable)

You’re certified!

How Does CIAC Certification Work?

CIAC-Certified Strategic Leader (CCSL)• Minimum of 1 year in current strategic job role

CIAC-Certified Operations Manager (CCOM) • Minimum of 1 year in current operational job role

CIAC-Certified Management Consultant (CCMC)• Consultant to contact center industry

CIAC-Certified Management Associate (CCMA)• Individual desiring contact center management position

Step 1: Choosing a Role Designation

• Four Knowledge Assessments*• People Management (PM)• Operations Management (OM)• Customer Relationship Management (CRM)• Leadership & Business Management (LBM)

• Work Product Assignment** ** CCSL and CCOM

only** CCSL and CCOM

only

* All Role Designations must take four tests

* All Role Designations must take four tests

Understand the Certification Components

1. Purchase from ICMIPurchase Options1. Individual training/testing packages for the job role

2. Bulk packages (discount based on # purchased)

2. Take CIAC Self-Assessment (optional)

3. Students receive an email with instructions at a date chosen by both the company and ICMI

The Purchasing Process

People Management class- 6 weeks• Take PM assessment (within 30 days)

Operations Management class- 6 weeks• Take OM assessment (within 30 days)

Customer Relationship Management class- 6 weeks• Take CRM assessment (within 30 days)

Leadership & Business Management class- 6 weeks• Take LBM assessment (within 30 days)

Work Product Assessment (within 4-6 weeks)

Classes are usually held once per quarter to allow students enough time for study, retention and assessment.

Typical Course Timeline

One ICMI Study Course to prepare for each Knowledge Assessment• 6 week web-study course (Private or Public)

Study Guide for each assessment area - Included• People Management (PM)• Operations Management (OM)• Customer Relationship Management (CRM)• Leadership & Business Management (LBM)

Students will receive a syllabus, welcome email and instruction guide two weeks prior to each course.

Step 2: Prepare for Knowledge Assessments

Four tests• People Management (PM)

• Operations Management (OM)

• Customer Relationship Management (CRM)

• Leadership & Business Management (LBM)

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% (70% for Certified Management Associate)

Step 3: Completing the Knowledge Assessment Exams

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!

Taking the Test

• Should not be a staff member of their Contact Center. The preferred proctor should be from Corporate Human Resources or a training professional with reporting separate from the Contact Center.

• Choose someone who is confident in the role to prevent misconduct.

• The proctor should be able to monitor candidate for the entire testing session (1.5 – 3 hours).

• Company designee will need to email or fax Proctor profile to CIAC.

Selecting a Proctor for Your Company

Cannot be done until after all four knowledge testing is

completed

Demonstrates hands-on mastery of sound management

principles

Online questionnaire resulting in a work sample

Have 6-weeks, or 30-business days to complete

*Consultant and Apprentice are exempt from this

Step 4: Complete Work Product*

Certification must be completed within two years of passing

first knowledge assessment exam

Recertification takes place every three years from date of

certification

Web study courses, recordings are made available for

approximately 30 days following last session

Additional Notes