CIAC INTERNATIONAL CUSTOMER REPRESENTATIVE CERTIFICATION

The CIAC Certification industry credential that set the benchmark for excellence in call center leadership and management is now available for customer representatives worldwide.

The Call Center Industry Advisory Council (CIAC) has joined with UK-based Qcoach.com Ltd to develop the International Customer Representative Certification Program.  Designed for the worldwide call center community, this web-based, hosted program combines state-of-the-art training and high-stakes industry certification that equips representatives with the knowledge, skills and confidence to deliver excellent service to every customer, every time.  Representatives are engaged in real-world, interactive, behavioral-based learning guided by built-in expert, one-on-one coaching.  Requiring about 60-hours to complete, the program's 20 dynamic training modules span three levels of competence for representatives from new-hire to senior (see below.)  Training is self-paced to accommodate a variety of learning needs and situations, including training representatives individually or as a group.  Integrated online tests measure retention of learning at the end of each level and identify learning gaps, empowering representatives to take an active role in managing their professional development.  The final-step 70-question certification assessment formally validates the achievement of required competency and is the vehicle to attain the CIAC-Certified Customer Representative credential.  This program truly is the first-of-its-kind.  (Review/Download the Program Methodology White Paper.) 

In preparation for the introduction of this new industry certification, CIAC is pleased to announce a special pilot launch of the International Customer Representative Certification Program.  The purpose of the pilot is to gain user feedback on the program and final validation results.  The pilot will be conducted August through November 2008 with enrolled representatives from call centers across the world.  Since representative enrollment must be restricted to a manageable sample size, a set number of centers are allowed to participate. 

For the opportunity to be one of the first to experience this new certification program, and upon successful completion of the first to have industry-certified representatives, complete and submit the Pilot Participant Form to register your call center.  DON'T DELAY:  This is a time-sensitive opportunity.  CIAC will notify you by email to confirm your center's participation in the pilot group.

Our objective is to establish a pilot (test) group of broadly-representative call centers (i.e. all sizes, business and industry types) that enroll a sample of their representative workforce in the training and certification program.  Selection criteria for the sample group representatives are:

• a range of skill/performance levels:- i.e. different competency levels
• a range of job experience:- a minimum of six months in the job role is required for the pilot
• agreement and ability to participate in and complete the program

Pilot group companies will pay a discounted fee of US $199 per enrolled representative.  This one-time price is available only for this pilot and provides the complete International Customer Representative Certification Program to each enrolled representative including a certificate award upon successful completion.

Pilot enrollment is based on call center size, as follows:

The program is delivered on a hosted platform requiring no installation of hardware or software (Windows Media Player Version 9 or above is required to run the program and is provided.)  Program and technical support will be provided by CIAC and Qcoach.com during the pilot term to ensure problem-free execution. 

Four months will be allowed for enrolled representatives to complete the 60-hour (approximately four-week) web-based training and certification program.  The program will be activated on August 4 and must be completed by October 31, 2008 (excluding retakes of the certification assessment).  Training is self-paced and can be completed on a time-basis/schedule and at a location agreed by the representative and call center management.  The end of training certification assessment must be completed in a proctored/invigilated environment.  CIAC will coordinate proctor/invigilator designation and arrangements with pilot group centers.  Any representative not achieving the required 80% pass score for certification will be provided remedial support and allowed one free retake of the certification assessment. 

How to Participate in the Pilot - Complete and submit the Pilot Participant Form to register your center.  This is a time-sensitive opportunity, don't dleay.

What Next - CIAC will confirm your center's participation by email.  You will also receive a set of Pilot documents with detailed instructions for enrolling your sample group representatives and step-by-step program guidelines.  At this time you will also be invoiced for the Pilot Fee based on the information provided in your Pilot Participant Form.  CIAC must receive your payment no later than August 1st.

PILOT CENTER BENEFITS

In addition to being one of the first call centers to experience this new certification program, and upon successful completion to first have industry-certified representatives, pilot group centers will also receive the following:

Global Pilot Benchmarking Study

Prior to the start of training, enrolled representatives will complete an online pre-assessment to measure their starting level competency.  A post-assessment will be administered upon completion of the program and the results of the two compared in order to gauge performance improvement.  The 'Global Pilot Benchmarking Study' will be constructed from the cumulative pre and post assessment data and made available to all pilot group centers, free of change.  NOTE:  Unless specifically requested not to be identified, pilot centers will be named in the study report; however, all individual program data will be maintained strictly confidential.  The Global Pilot Benchmarking Study will indicate to pilot group centers the level of individual and collective performance improvement for their representatives resulting from participation in the International Customer Representative Certification Program, and will also benchmark the performance of all enrolled representatives by country, industry sector, center size and business type.

Premier Recognition

Pilot group centers will be announced in CIAC news releases about the pilot launch of the International Customer Representative Certification Program and also will be prominently recognized on the CIAC web site and in other certification program materials and collaterals, including articles and white papers.  Individual results of participation in the pilot will be maintained confidential under all circumstances.

Ongoing Benefits

Pilot group centers will be entitled to special pricing and considerations for enrollment of additional representatives after conclusion of the pilot.  Pilot group centers will also be given first-call on participation in the upcoming supervisor industry certification program.

What is included in the CIAC International Customer Representative Certification Program

*If you would like to review all the learning outcomes for each module please press here.