Certified Contact Center Facility
The ICSRM Certified Customer Service Facility is a widely recognized stamp of approval for achieving contact center excellence across all areas of operation.
Assessment Framework
To become ICSRM certified, organizations must undergo an ICSRM Certification Assessment - an audit based on the Contact Center Excellence Standards detailed in Appendix B of the ICSRM Body of Knowledge. Any contact center that meets the target maturity level for each standard is awarded the ICSRM Certified Contact Center Facility title.
The Contact Center Excellence Standards were designed to reflect the best of existing international quality frameworks—including the European Foundation for Quality Management (EFQM), the Malcolm Baldrige National Quality Awards, and ISO9000—while maintaining specific focus on the unique contact center environment. The model is based primarily upon established excellence frameworks, with modifications to address the quality and specific operational requirements of modern contact centers. Similar to ISO9000, our standards require quality processes and procedures that are documented, consistently followed, and produce measurable results.
The ICSRM Contact Center Facility Certification Program provides the most effective means of bridging the gap between current performance and desired results through a comprehensive assessment against globally recognized standards.
Improved Customer Experience: By adhering to industry best practices, you deliver more consistent and positive customer experience, leading to higher customer saitisfaction and loyalty.
Operational Efficiency: The certification process encourage a thorough evaluation of your contact center processes, identifying areas for optimization and steamlining operations, leading to increased productivity and reduced costs.
Employee Engagement: Recognition as a certified contact center can bosst employee morale and motivation, as it demonstrates the organization's commitment to quality service and employee development.
Industry Credibility: ICSRM is a widely recognized industry standard for contact centers, so achieving certification signals to clients and stakeholders that your organizaton meets the benchmark for quality customer interactions.
Becoming a Certified Contact Center Facility
Stage 1 – Initial discussion
Once you register your interest in our Contact Center Certification program, a business development manager will discuss your needs and evaluate your readiness to apply.
Stage 2 – Completing your application
Provide all contact center and company data required to assess your operation's level of performance by answering the questions in the application form as fully as possible, based on the Contact Center Excellence Standards in Appendix B of the ICSRM Body of Knowledge.
Stage 3 – Certification Assessment
Your application will be sent to an auditor who will evaluate your performance against the ICSRM Contact Center Excellence Standards. An online 'site visit' might be arranged to clarify any outstanding issues.
Stage 4 – Assessment decision
Our assessor will complete a report, making a recommendation to ICSRM. We will inform you promptly of the outcome. You will receive a copy of the report and advice on areas that require improvement in order to meet the standards, if necessary.
Stage 5 - Recognition
The organization is certified to the ICSRM Contact Center Excellence Standards and receives the Certified Contact Center Facility (CCCF) status, certificate, and Trustmark.