FREQUENTLY ASKED QUESTIONS
The exam consists of 75 multiple choice questions.
Plan to set aside 90 minutes to take the exam. You must submit your answers within 90 minutes of starting the exam.
After completing the course, you will be given a URL and password that will enable you to take the exam online.
You may attempt the exam twice within 30 days of enrolling.
You may use the material included in Certification training and any notes you made during the course.
Passing requires 80% accuracy, which equals 60 correct answers for the 75 questions.
You may attempt the exam two times. Your highest score will be used to determine whether you passed the exam.
If your score falls below 80% in both of your first two attempts, you may retake the exam. The fee will be $49.00.
You must enroll in the Customer Care Certification course or Online lessons before you can begin the exam process again.
The certificate will be emailed to you within 30 days after you pass the exam.
Certification compares your center to a Best Practices Customer Care center. It determines if your center has the Culture, People, Processes, Technology and Customer Focus required to deliver Best Practices Customer Care.
A primary body of measurement used to certify is Dimension Data’s annual Global Contact Centre Benchmarking Study (www.ccbenchmarking.com). The Institute also utilizes benchmarks from other Customer Care-related studies, the Institute’s own research and its extensive consulting work with clients such as Chevron, GE, Avery Dennison, US Department of Energy, Welch’s, Toyota and others to develop the certification standards.
The certification process utilizes the Institute’s Customer Care Scorecard which is based on the Five Pillars of Customer Care; Culture, People, Processes, Technology and Customers.
Each of these pillars is supported by key elements required to deliver Best Practices Customer Care. For example, the People pillar is supported by elements such as Staffing, Training, Coaching and more. Over 25 elements are assessed during the certification process.
Each pillar and element are weighted and rated with a numerical score:
Silver – At least 700 out of 1,000 possible rating points are required to achieve Silver certification.
Gold – Centers must score at least 800 out of 1,000 rating points to achieve Gold certification.
Platinum – This is the highest rating and requires a score of 900 or more rating points. Centers who achieve this level are considered world-class.
It is not necessary for a center to score 70% on every element. However, the overall score for the center must be 70% (700 points out of a possible 1,000). For example, if a center scores 65% on one element, 75% on another and 70% on the rest, the overall score will equal 70% and the center will receive a Silver Certification. Element scores below 70% will be highlighted for remediation.
Certification does not lapse. Centers are certified as of the date the certification is awarded. For example, “Certified Center Silver 2009” indicates that the center met the requirements for Silver certification in 2009. A company may elect to re-certify annually or periodically, such as every three years, because it is such a valuable experience and best practices continue to evolve based on new processes and technology. Centers also may re-certify to achieve a higher lever of certification; i.e., from Silver to Gold.