The CIAC Certification Process

Here’s the certification process in more detail to help you understand the components, cost and suggested timeframe of the program. Contact Kelly Brickley at 949-635-3948 or kellyb@icmi.com for further information.

Step 1: Choose a role designation

ICMI certification training has been developed specifically to help you achieve the following CIAC credentials:

• CIAC-Certified Strategic Leader – Requires one-year experience in a strategic call center management position. Typical title is vice president or director.
• CIAC-Certified Operations Manager – Requires one-year experience in a operational call center management position. Typical title is manager.
• CIAC-Certified Management Consultant – Intended for senior level call center consultants.
• CIAC-Certified Management Apprentice – Intended for individuals wishing to pursue a career in call center management.

These credentials are based on your current job responsibilites and are not stepping stones to one another. Each certification holds the same powerful recognition – just for different job roles.

Which credential is right for me?

Step 2: Prepare for testing with ICMI training options

ICMI offers three certification training options:

• Study Guides - Purchase ICMI’s study guides for the most thorough self-study review available. (You’ll need four study guides to complete certification.)
• Web Study Courses - Learn from the experts, get practice through online quizzes and discover ways to apply what your learning through application assignments. You’ll be surprised at how much you’ll learn through these innovative courses. Over 100 call center professionals have already benefited from these courses. (You’ll need four web study courses to complete certification.)
• On-Site Study Courses - These classroom study courses are offered to private organizations wishing to have multiple managers certified. (You’ll need four on-site study courses to complete certification.)

There is a separate study guide or study course for each of the four knowledge assessments:

• People Management
• Operations Management
• Customer Relationship Management
• Leadership & Business Management

View the ICMI Certification Training Outlines for more detail on each topic.

Step 3: Complete four knowledge tests

Purchase your CIAC testing package from ICMI and complete the four knowledge tests on:

• People Management
• Operations Management
• Customer Relationship Management
• Leadership & Business Management

We recommend you complete each test immediately following your study for that module. For example, you might take the Operations Management Web Study Course, then take that test. Then, you might take the People Management Web Study Course and then take that test. You’ll continue this process until you’ve pass all four knowledge assessments.

Step 4: Complete work product*

Once all four knowledge assessments have been passed, a candidate can initiate the Work Product Assignment. It is used to determine the certification candidate’s hands-on mastery of required knowledge and skills through a structured on-the-job application of the competencies resulting in a work sample.

*Only CIAC-Certified Strategic Leaders and CIAC-Certified Operations Managers are required to complete the work product.

Suggested Timeframe to Complete CIAC Certification

The CIAC allows a candidate up to two years to complete certification. ICMI recommends candidates complete the process in a little over a year.

Sample Timeline

1st Quarter

Complete ICMI Web Study Course on Operations Management Take Operations Management Assessment

2nd Quarter

Complete ICMI Web Study Course on People Management Take People Management Assessment

3rd Quarter

Complete ICMI Web Study Course on Customer Relationship Management Take Customer Relationship Management Assessment

4th Quarter

Complete ICMI Web Study Course on Leadership & Business Management Take Leadership & Business Management Assessment Complete Work Product (Note: Applies only to CIAC-Certified Strategic Leader and CIAC-Certified Operations Manager and can only be completed after all four knowledge tests have been passed.)

Note: The knowledge assessments may be taken in any order. We recommend you begin with the module with which you have the most experience.

Costs of CIAC Certification

CIAC-Certified Strategic Leader or CIAC-Certified Operations Manager

Assessment package purchased from ICMI*
$1075.50

Preparation (choose one option):

Study Guides (four guides)*
$199.00/each for total of $796.00

Web Study Courses (four courses)*
$899.00/each for total of $3596.00

On-Site Study Courses (four courses)
Pricing varies; contact kellyb@icmi.com for a proposal

*ICMI Members receive a discount.

CIAC-Certified Management Consultant or CIAC-Certified Management Apprentice

Assessment package purchased from ICMI*
$540.00

Preparation (choose one option):

Study Guides (four guides)*
$199.00/each for total of $796.00

Web Study Courses (four courses)*
$899.00/each for total of $3596.00

On-Site Study Courses (four courses)
Pricing varies; contact kellyb@icmi.com for a proposal

*ICMI Members receive a discount.

For further information about CIAC Certification and how ICMI can help you achieve this esteemed credential, contact Kelly Brickley at 949-635-3948 or kellyb@icmi.com.