The Value ofCIAC Certification

Your Hosts

Todd Piccuillo, Director of Training and Certification Sales, ICMI

Linda Riggs, Strategic Training Director, ICMI

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

What is Certification?

DefinitionA 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.

Taking a class Attending a seminar or

workshop Attending an event

What Certification Is NOT!

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

CIAC Certification

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CIAC Certification

The CIAC-ICMI Compatibility

Individual benefits1. Increased value to your

organization

2. Recognized as a leader in the industry.

3. Validate mastery-level command of your call center management level

4. Enhanced job security by demonstrating a commitment to your career and continuous improvement

Why Certification is Important to You

99% of surveyed CIAC-Certified professionals say they are a more effective manager of operations and processes due to completing the CIAC Certification process.

91% have been able to positively impact their organization.

82% say they are now a leader in their organization and the contact center industry.

Organizational Benefits Increased competitive advantage through

improved customer experiences. Unification of distributed teams through

standardized approach Increased operational efficiencies Improved retention strategies Increased customer satisfaction Increased cross-functional effectiveness Leads to more disciplined and fact-based

approach to decision making

Why Certification is Important to Your Organization

“The biggest benefit of CIAC Certification that we started seeing during the first certification class and continue to see is the deeper and more robust understanding of contact center operations. The team has a holistic understanding now of how the contact center fits into the overall organization and how we can help the company achieve its vision. The tangible items like influencing leaders, effectively managing call center budgets, understanding call load to accurately forecast schedules, etc. helped us optimize our contact center strategy.” ~ Glen Gemmill, VP Customer Affairs

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

How the Process Work?

You’re certified!

Step 1: Choose a Designation/Role Level

Step 2: Competency Training

Step 3: Pass Competency Testing

Step 4: Complete Performance Assessment (if applicable)

The Process

Operations Class

Operations Testing

Customers Class

Customers Testing

People Class

People Testing

Leadership Class

Leadership Testing

Performance Assessment

Certified!

Step 1:

CIAC-Certified Strategic Leader (CCSL)

CIAC-Certified Operations Manager (CCOM)

CIAC-Certified Management Partner (CCMP)

CIAC-Certified Management Consultant (CCMC)

Choosing a Designation/Role Level

Step 2:

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.

Competency Training

Average study time, including instruction, is 2-4 hours per week

Step 3:

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%

Pass Competency Testing

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!

Step 4:

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

Complete Performance Assessment*

You’re Certified!

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

Additional Notes

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

Guest Speaker:

Rob Archambault, CIAC Certified Strategic Leader

A la Carte Products

$1,050 $1,050

$225 $225

$20 $20

$200 $200

$300 —

$150 $150

Individual Training & Study Guide

Individual Study Guide

Practice Test

Individual Test

Performance Assessment

Re-Test

CCSL/CCOM/CCMC Designations

CCMP Designation

*other group discounts are available. See your account manager for details

Program Pricing Includes: (per student) BEST VALUE!4 training courses4 study guides4 tests1 performance assessment

Pricing

$4,695 $4,495

11% 10%

$3,995 $3,795

25% 24%

Complete CIAC Certification Program – Individual

Savings from Bundled vs A la Carte Pricing

Complete CIAC Certification Program – Private Groups (pricing is per student, minimum 10 students*)

Savings from Bundled vs A la Carte Pricing

CCSL/CCOM /CCMC Designations CCMP Designation

Pace Setter ProgramICMI’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

For more information, please contact: Jennifer Quigley , ICMI Account Manager

719.785.5340jquigley@icmi.com