Certified Customer Service Analyst (CCSA)

What is CCSA Certification?

Achieving the Certified Customer Service Analyst (CCSA) certification underscores your unwavering dedication to cultivating a data-driven approach in optimizing customer service within your organization. This certification acknowledges your active involvement in the dynamic field of customer service analysis for over two years, along with your successful completion of a comprehensive examination focused on core principles of analytical methodologies in customer service.

Your designation as a Certified Customer Service Analyst not only solidifies your professional credibility but also positions you as a pioneer in leveraging data for impactful insights in the customer service landscape. Colleagues and employers can confidently turn to you as a skilled analyst, trusted to harness valuable data-driven strategies that significantly contribute to the overall success and esteemed reputation of your organization.

This certification marks your expertise in interpreting customer service data, enabling you to play a pivotal role in enhancing service strategies and shaping informed decisions that drive excellence in customer satisfaction.


Who is it for?

The Certified Customer Service Analyst (CCSA) certification is tailored for professionals with hands-on experience in customer service analysis, encompassing both internal team dynamics and external client interactions across diverse industries. This certification is especially relevant for individuals who actively contribute to the analytical dimensions of customer service, seeking formal recognition of their expertise and commitment to excellence in data-driven insights.

Notably, those who have attained atleast the Certified Customer Service Officer (CCSO) certification are also eligible to pursue the CCSA certification. This inclusive approach ensures that individuals with foundational customer service knowledge can further specialize in analytics, making the CCSA certification an ideal progression for those looking to advance their careers in both customer service and data analysis domains.

Whether you specialize in interpreting customer trends, feedback, or operational data, achieving the CCSA certification is a significant validation of your dedication to elevating service strategies and contributing to the overall success of your organization. This dual qualification option provides a seamless pathway for individuals looking to enhance their analytical skills and make a lasting impact in the dynamic field of customer service.


How is it assessed?

To obtain the CCSA certification, you must pass a 150 multiple-choice question exam (MCQ). The CCSA exam was created by customer service analysts for customer service analysts, so each test question can be related to real-life customer service analytic and audit 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 CCSA exam with a score of 65% or higher, you will receive the globally recognized CCSA certification! The CCSA 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 CCSA examination covers the following topics:

  • World-Class Customer Service Framework
  • Customer Service Center Analysis
  • Quality Assurance
  • The Customer Service Quality Standard and Site Audit
  • Process Improvement and Problem Solving
  • Best-in-Class CRM Benchmarking
  • Customer Service Statistics and Numbers
  • Knowledge Management


What are the associated fees?

Exam & Membership £250 GBP
On-demand Study Route £200 GBP
Training Centre Route DBP


DBP: Decided by training providers

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Act today — give your career a boost with customer service certifications