Certified Contact Center Specialist (CCCS)

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Earning your Certified Contact Center Specialist (CCCS) certification enhances your career prospects, strengthens your credibility, and positions you as a leader in contact center operations and service optimization. It equips you with the expertise to manage escalations, leverage AI and analytics, drive performance improvements, and implement strategic customer engagement strategies. Additionally, CCCS serves as a stepping stone toward advanced certifications in contact center leadership, CRM, and customer experience management.

The CCCS certification can help you qualify for various contact center leadership and optimization roles. Here are some common career paths for CCCS-certified professionals:

• Contact Center Supervisor

• Workforce Management Specialist

• Escalations and Crisis Manager

• Service Analytics Specialist

• Digital Transformation Consultant

• AI & Automation Specialist in Contact Centers

• Strategic Contact Center Lead

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

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

  • A minimum of two years of experience in a contact center role with a Bachelor's degree or higher

  • A minimum of three years of experience in a contact center role with a Post-secondary diploma.

  • A minimum of four years of experience in a contact center role with a high school or secondary school diploma.

  • Current CCCP certification plus one year of experience in a contact center role.



• 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 CCCS online CBT exam, which lasts 3 hours and can be taken from anywhere in the world. The exam consists of:

• 100 multiple-choice questions.

• 4 scenario-based case studies, each with five multiple-choice questions.

• Question Complexity: Application and analysis level questions.

• A minimum passing score of 70% is required.

The CCCS certification exam is based on carefully selected chapters from the ICSRM Body of Knowledge, ensuring a focused assessment of customer experience competencies. The exam evaluates knowledge, skills and application across the following mapped chapters:

Earning your CCCS 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 CCCS 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