What is CCCS Certification?

Earning the Certified Contact Center Supervisor (CCCS) certification is a testament to your unwavering commitment to leadership excellence within the contact center environment. This certification recognizes your active engagement in the dynamic field of contact center or call center operations, backed by a proven track record of hands-on experience and successful completion of a rigorous examination that delves into advanced supervisory principles.

As a Certified Contact Center Supervisor, you distinguish yourself as a seasoned leader in the contact center domain. With a focus on practical experience and supervisory expertise, this certification attests to your ability to guide and manage teams effectively, contributing significantly to the overall success and efficiency of contact center operations.

Your status as a Certified Contact Center Supervisor not only enhances your professional credibility but also positions you as a reliable leader in the realm of contact center management. Colleagues and employers can confidently depend on you to navigate the intricacies of supervisory responsibilities, making a meaningful impact on the success and reputation of our organization. Elevate your career, showcase your leadership capabilities, and contribute to the continued excellence of your contact center team with the CCCS certification.

Who is it for?

The Certified Contact Center Supervisor (CCCS) certification is tailored for individuals with a minimum of two years of hands-on experience in contact center or call center roles. Designed for professionals actively engaged in supervisory capacities within contact center operations, this certification is ideal for those seeking formal acknowledgment of their expertise and commitment to advanced supervisory principles.

Whether you currently serve in a contact center supervisory role or aspire to take on leadership responsibilities within the contact center domain, the CCCS certification is your pathway to formal recognition. Regardless of your specific function within the contact center, achieving the CCCS certification validates your dedication to effective team leadership and contributes to the overall success and efficiency of contact center operations.

How is it assessed?

To obtain the CCCS certification, you must pass a 150 multiple-choice question exam (MCQ). The CCCS exam was created by contact center experts, so each test question can be related to real-life customer service experiences.

Once completed, the exam will be system-scored and immediately provide a result of “Pass” or “Fail.” A score of 70% or more is required to pass the exam.

By passing the CCCS exam with a score of 70% or higher, you will receive the globally recognized CCCS certification! The CCCS certification is valid for a period of three years. At the end of this period the candidate must re-certify.

If a candidate fails the exam they may retake it by re-registering and paying 50% of the exam fee. There is no limit on the number of times a candidate may take the exam.

What are the study routes available?

Our certifications are flexible to suit all learning styles, needs and budgets. Whether you prefer to learn independently or would prefer the support from one of our approved training providers, there is a study route for you.

• ICSRM On-demand Study Route: Study for your certification exam with our online learning platform for a seamless and interactive learning experience. With our flexible, tutor-led learning platform, you can study anytime, anywhere and at your own pace.
• Approved Training Centre Route: Choose to study at one of our approved training providers and benefit from structured tutor led learning, that will help you prepare for your upcoming exams. Depending on your centre, you can study face-to-face or via online distance learning.

What are the topics covered?

The comprehensive online CCCS examination covers the following topics:

• World Class Contact Center Best Practices
• Coaching and Supervisory Skills
• Managing & Motivating Performance
• Problem Solving
• Customer Service Skills
• Quality Assurance
• Time Management

What are the associated fees?

DBP: Decided by training providers