Select and Submit a Certification Project Topic for Approval RCCSP
The certification process for managerial-level RCCSP credentialing has three components:
  1. Demonstration of learned skills under the guidance and observation of a RCCSP-accredited trainer,
  2. Achievement of a passing score on the knowledge assessment exam, and
  3. Completion of a management-level contact center performance-improvement or process-improvement project evidencing application of management-level skills and knowledge.

If you have completed steps one and two, congratulations on your achievement!  It is now time to move forward to the completion of a work project and earning your certification.

When is a Certification Work Project Required?

Certain managerial certifications require a proof of the candidate's ability to apply skills and knowledge 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.

Certifications that have a work project component include:

  • Certified Call Center Manager
  • Certified Call Center Director
  • Certified Workforce Management Professional
  • Certified Quality Management Professional

Fulfilling the Certification Work Project Requirement

There are three steps to the work project submission process:

  1. Select a project that you would like to complete and submit your project topic to the RCCSP certification review team for approval before beginning work on the project. Suggested topics and a submission form are provided below.
  2. After receiving notification that your project topic has been approved, prepare and submit a business case for your project. A business case template is provided in the companion Tool Kit to your course materials. 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 project reviewer.
  3. 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 upon acceptance of the final work product.

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.

  • Select a project from the list below that corresponds to the certification you are pursuing.
    • 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.
    • 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.
  • Click the "Submit Selection" button to transmit your topic to the review team for approval.  
  • After submitting a proposed topic, a member of the certification review team will contact you within two weeks about your topic selection.

Select a Work Project That Corresponds to the Certification You Are Pursuing
CCCM Project Topics CQMP Project Topics CWMP Project Topics CCCD Project Topics


 Syracuse, NY - August 2024
 Indianapolis, IN - July 2024
 Cleveland, OH - June 2024
 Chicago, IL - June 2024
 Virtual - May 2024
 Atlanta, GA - May 2024
 Chicago, IL - April 2024
 Virtual - February 2024
 Orlando, FL - December 2023
 Virtual - November 2023
 Virtual - October 2023
 Oklahoma City, OK - September 2023
 Chicago, IL - August 2023
 Virtual - June 2023
 Miami, FL - May 2023
 Virtual - April 2023
 Chicago, IL - March 2023
 Virtual - January 2023
 Orlando, FL - December 2022
 Syracuse, NY - November 2022
 Virtual - November 2022
 Virtual - October 2022
 Chicago, IL - September 2022
 Chicago, IL - August 2022
 Houston, TX - July 2022
 Virtual - July 2022
 Seattle, WA - April 2022
 Virtual - April 2022
 Cleveland, OH - March 2022

Should you encounter any technical difficulties, contact RCCSP testing support at the Resource Center by:

Phone: (708) 246-0320

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