Level of Certification:			Contact Center Professional	Contact Center Supervisor	Call Center Manager	Contact Center Director	Call Center Workforce Management Professional	Call Center Engineer
Recommended Pre-Certification Job Qualifications			»  Customer Service Representative »  Contact Center Agent »  Support Center Analyst »  Tech Support Professional »  Team Lead »  Quality Assurance Monitor »  Trainer	»  Senior Team Lead »  Call Center Supervisor »  Help Desk Supervisor »  Support Center Supervisor »  Customer Service Supervisor »  Human Resources Professional	»  Contact Center Manager »  Support Manager »  Help Desk Supervisor »  Help Desk Manager »  Director »  Senior Supervisor »  Executive with contact center oversight	»  Contact Center Director »  IT Support Services Director »  Vice President, Customer Service »  Vice President, Operations »  Chief Operating Officer »  Managers responsible for strategic direction of the contact center	»  Contact Center Manager »  Contact Center Supervisor »  Workforce Planner »  Operations Manager »  Professionals with forecasting and scheduling responsibilities	»  Contact Center Manager »  Contact Center Director »  Workforce Analyst »  Operations Manager »  IT Support Center Manager
Certification Process	Step 1: Instruction and Demonstration of Skills and Compentencies	Preparatory Training and Authoritative Guidance	16.75 hours of Contact Center Professional Certification (CCPC) tactical skills training including: »  Lecture and knowledge transfer »  Practice exercises and roll play »  Instructor coaching and recommendations for improvement »  Instructor-observed application of skills »  Mock exam	19.5 hours of Contact Center Supervisor Certification (CCSC) supervisory skills and business training including: »  Lecture and knowledge transfer »  Supervisory skills self-assessment »  Practice exercises »  Roll play with video playback and critique »  Instructor coaching and recommendations for improvement »  Instructor-observed application of skills »  Mock exam	37 hours of Call Center Manager Certification (CCMC) tactical skills training including: »  Lecture and knowledge transfer »  Contact center practices assessment »  Practice exercises »  Roll play with video playback and critique »  Use of staff scheduling tools »  Instructor coaching and recommendations for improvement »  Instructor-observed application of skills »  Mock exam	26 hours of Contact Center Director Certification (CCDC) strategic skills training including: »  Lecture and knowledge transfer »  Contact center maturity assessment »  Practice exercises »  Roll play with video playback and critique »  Instructor coaching and recommendations for improvement »  Instructor-observed application of skills »  Mock exam	19.5 hours in Workforce Management Certification Boot Camp tactical skills training including: »  Lecture and knowledge transfer »  Introduction to workforce management software tools »  Hands-on forecasting, scheduling,and optimization exercises »  Use of staff scheduling tools »  Instructor-observed application of skills »  Mock exam	37 hours in Call Center Engineering Certification Boot Camp tactical skills training including: »  Lecture and knowledge transfer »  Engineering and process modeling theory and concepts »  Hands-on contact center metric blueprint development »  Use of queuing models and computations »  Instructor-observed application of skills
		Proof of Course Completion	CCPC Certificate of Completion	CCSC Certificate of Completion	CCMC or CCMBC Certificate of Completion	CCDC Certificate of Completion	CWMP Certificate of Completion	CCEBC Certificate of Completion, or both Call Center Metrics and Designing Six Sigma Contact Centers Certificates of Completion
		Self-Study Training Course	None	None	None	None	None	None
		Proof of Self-Study	N/A	N/A	N/A	N/A	N/A	N/A
	Step 2: Examination & Proof of Knowledge	Examination Required	Yes, within four weeks of CCPC course completion	Yes, within four weeks of CCSC course completion	Yes, within four weeks of CCMC course completion	Yes, within four weeks of CCDC, or Contact Center Strategy, course completion	Yes, within four weeks of WMCBC course completion	No
		Pre-examination Requirements	Certificate of CCPC completion dated within the preceding four weeks plus any granted extension period(s). Four-week extensions will be permitted, with a $95 extension fee, a maximum of two times.	Certificate of CCSC completion dated within the preceding four weeks plus any granted extension period(s). Four-week extensions will be permitted, with a $95 extension fee, a maximum of two times.	Certificate of CCMC completion dated within the preceding four weeks plus any granted extension period(s). Four-week extensions will be permitted, with a $95 extension fee, a maximum of two times.	Certificate of CCDC or Contact Center Strategy completion dated within the preceding four weeks plus any granted extension period(s). Four-week extensions will be permitted, with a $95 extension fee, a maximum of two times.	Certificate of WMCBC completion dated within the preceding four weeks plus any granted extension period(s). Four-week extensions will be permitted, with a $95 extension fee, a maximum of two times.	N/A
		Passing Score	80% correct or better	80% correct or better	80% correct or better	80% correct or better	80% correct or better	N/A
		Number of Questions	60	75	75	60	50	N/A
		Time Limitations	90 minutes	90 minutes	90 minutes	90 minutes	90 minutes	N/A
		Point of Access	Log-in to the exam here:	Log-in to the exam here:	Log-in to the exam here:	Log-in to the exam here:	Log-in to the exam here:	N/A
		Re-examination Rules	Re-examination available.  A $95 re-set fee will apply.	Re-examination available.  A $95 re-set fee will apply.	Re-examination available.  A $95 re-set fee will apply.	Re-examination available.  A $95 re-set fee will apply.	Re-examination available.  A $95 re-set fee will apply.	N/A
	Step 3: Application of Skills and Knowledge	Work Project Required	No	No	Yes	Yes	Yes	No
		Subject Matter Rules & Requirements	N/A	N/A	Pre-approval of project selection required	Pre-approval of project selection required	Pre-approval of project selection required	N/A
		Time Limitations	N/A	N/A	Within 6 months of course completion	Within 6 months of course completion	Within 6 months of course completion	N/A
Certification Earned	Designation		Certified Contact Center Professional (CCCP)	Certified Contact Center Supervisor (CCCS)	Certified Call Center Manager (CCCM)	Certified Contact Center Director (CCCD)	Certified Workforce Management Professional (CWMP)	Certified Call Center Engineer (CCCE)
	Proof of Achievement		CCCP Award	CCCS Award	CCCM Award	CCCD Award	CWMP Award	CCCE Certificate

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Phone: (708) 246-0320