Certified Contact Center Professional (CCCP)

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Earning your Certified Contact Center Professional (CCCP) certification enhances your career prospects, strengthens your credibility, and positions you for advancement in contact center operations and customer engagement. It equips you with the expertise to manage customer interactions efficiently, utilize omnichannel communication tools, and uphold service quality in a fast-paced environment. Additionally, CCCP serves as a stepping stone toward advanced certifications in contact center management, customer experience, and CRM.

The CCCP certification can help you qualify for various contact center and customer service roles. Here are some common career paths for CCCP-certified professionals:

• Contact Center Representative

• Customer Support Agent

• Service Desk Associate

• Omnichannel Engagement Specialist

• Call Quality Analyst

• Contact Center Supervisor

• Helpdesk Support Specialist

To be eligible, individuals must meet all of the following requirements:

• Education/Experience Requirement (at least one of the following):

  • No experience required with a Bachelor’s degree or higher in any field.

  • A minimum of one year of contact center or customer service experience with a Post-secondary diploma.

  • A minimum of two years of contact center or customer service experience with a high school or secondary school diploma.



• Study Material Requirement:
  • Access to the ICSRM Body of Knowledge (included with membership)

Follow the steps below for a smooth application process:

• Create your MyICSRM account.

• Complete your profile by providing required details such as personal information, education, and work experience.

• Select your preferred certification exam.

• Pay and schedule the exam.

At ICSRM, we offer two flexible learning options to suit your needs:

• Self-Study: Upon enrollment, you gain exclusive access to the ICSRM Body of Knowledge and online video lessons, allowing you to study at your own pace.

• Instructor-Led Learning: Optionally, you may enroll in a preparatory course offered by an ICSRM Authorized Preparation Provider in your vicinity.

Once you have completed your exam preparation, you must take the CCCP online CBT exam, which lasts 2 hours and can be taken from anywhere in the world. The exam consists of:

• 100 multiple-choice questions.

• Question Complexity: Knowledge and comprehension-level questions.

• A minimum passing score of 70% is required.

The CCCP certification exam is based on carefully selected chapters from the ICSRM Body of Knowledge, ensuring a focused assessment of contact center operations and service management competencies. The exam evaluates knowledge, skills, and application across the following mapped chapters:

Earning your CCCP certification is a significant achievement—maintaining it should be seamless. Continuous skill development beyond certification is essential for advancing your career and maximizing your impact.

To maintain your CCCP certification, holders must earn 36 Continuing Professional Development (CPD) credits within each three-year cycle.

Each CPD credit represents one hour of professional engagement, and there are multiple ways to earn CPD credits, including:

• Attending webinars

• Reading industry-related materials

• Completing ICSRM short courses

• Enrolling in accredited external courses offered by our partners

• Mentoring or teaching others

• Creating educational content

Learn More About Recertification