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The certification process for managerial-level
RCCSP credentialing has four sequential phases:
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Phase I: Successful completion of the Operational Calibration & Performance
Assessment Practicum for your chosen certification,
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Phase II: Achievement of a passing score on the
knowledge assessment examination,
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Phase III: Selection and approval of a process-
or performance-improvement project topic and submission of a Business
Case Proposal, and
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Phase IV: Submission of Workplace-Based Improvement Project work products
documents evidencing real-world project execution.
If you have completed Phases I and II, congratulations on your achievement!
It is now time to move forward to the completion of a business case,
work project and earning your certification.
When is a Certification Work Project Required?
Managerial certifications require a proof of the candidate's ability to apply
skills and knowledge and demonstrate competence in a live contact center
work environment. This requirement can be satisfied by planning,
implementing and submitting for acceptance a high-quality process improvement
or performance improvement work project executed by you, following successful
passing of Phase II, for your contact center workplace.
Certifications that have a work project component include:
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Certified Call Center Manager
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Certified Contact Center Director
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Certified Workforce Management Professional
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Certified Quality Management Professional
Fulfilling the Certification Work Project Requirement
There are three steps to the Phase II and Phase IV work project submission
processes:
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Select a project that you would like to complete and submit your project
topic to the RCCSP Certification Project Review Team for approval before
beginning work on the project. Suggested topics and a
submission form are provided below.
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After receiving notification that your project topic has been approved, prepare
and submit a business case for your project.
A Business Case Template and Work Planning Template are provided in the Program
Resource Toolkit. Describe in your business case what project deliverables
you intend to submit at the completion of the project. The business
case will be reviewed, and you will receive correspondence from your assigned
Certification Project Review Team member.
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After execution of your chosen project, complete and
submit project documentation for review,
feedback, approval, and final acceptance.
Candidates have six months in which to complete the project and
submit project documentation for review
and acceptance. Certification will be awarded based upon demonstration of
standard certification competencies during the Practicum, in the Business
Case Proposal, and the evidentiary deliverables for the executed contact
center improvement project..
Select Your Project Topic
Use this web page to complete Step 1 above -- to select and submit a project
topic -- before starting work on the project. Try to submit your project
selection within two weeks of passing the online certification exam.
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Select a project from the list below that corresponds to the certification
you are pursuing.
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You may select a project from the list below, or suggest a topic of your
own in the "Other" field. If you prefer to suggest a topic of your
own, please be specific as to the project objectives.Wait for approval of
your suggested Other project prior to beginning work on the business case
or work-environment project.
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If more than one person from your organization's management team is pursuing
certification, consider tackling a larger, team-based project, with each
candidate responsible for one area of the project.
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Click the "Submit Selection" button to transmit your topic to the Certification
Registrar for acceptance.
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Submitted project topics are reviewed and approved by the RCCSP Certification
Project Review Team and acceptance communicated to you by the Certification
Registrar.within two weeks following your topic submission.
Should you encounter any technical difficulties, contact RCCSP testing support
by:
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Email: support@rccspcertificationexams.com
Phone: (708) 246-0320
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