/FAQs
FAQs2019-08-30T14:53:18+00:00

FREQUENTLY ASKED QUESTIONS

What types of questions are included in the Customer Care certification exam?2019-09-03T10:13:03+00:00

The exam consists of 75 multiple choice questions.

How long will it take to complete the exam?2019-09-03T10:14:54+00:00

Plan to set aside 90 minutes to take the exam. You must submit your answers within 90 minutes of starting the exam.

When will I take the exam?2019-09-03T10:15:07+00:00

After completing the course, you will be given a URL and password that will enable you to take the exam online.

When does the exam need to be completed?2019-09-03T10:15:11+00:00

You may attempt the exam twice within 30 days of enrolling.

Is the exam “open book”? Can we use our notes?2019-09-03T10:15:15+00:00

You may use the material included in Certification training and any notes you made during the course.

What percentage of correct answers is required to pass the exam?2019-09-03T10:15:19+00:00

Passing requires 80% accuracy, which equals 60 correct answers for the 75 questions.

How many attempts will I have to pass the exam?2019-09-03T10:15:24+00:00

You may attempt the exam two times. Your highest score will be used to determine whether you passed the exam.

What if I do not achieve the 80% passing rate?2019-09-03T10:15:29+00:00

If your score falls below 80% in both of your first two attempts, you may retake the exam. The fee will be $49.00.

What if I do not achieve the required 80% passing rate when I retake the exam?2019-09-03T10:15:37+00:00

You must enroll in the Customer Care Certification course or Online lessons before you can begin the exam process again.

After I pass the exam, when will I receive my certificate?2019-09-03T10:15:51+00:00

The certificate will be emailed to you within 30 days after you pass the exam.

What advantages does certification offer?2019-09-03T10:16:52+00:00
Certification assures your customers that the services you offer are based on defined processes that have been designed to deliver high levels of customer satisfaction, reliability and efficiency. In addition, the certification process identifies areas where you can gain in customer satisfaction, reliability and efficiency and assists you in creating action plans to implement these opportunities for improvement.
Does certification specifically compare my center with others in my industry?2019-09-03T10:16:58+00:00

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.

What is the basis for the standards used to certify?2019-09-05T08:38:52+00:00

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.

Which factors are centers certified against?2019-09-03T10:17:06+00:00

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.

Is a center required to score at least 70% on all of the elements on the scorecard to be certified?2019-09-03T10:17:11+00:00

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.

How often will my center have to be re-certified?2019-09-03T10:17:17+00:00

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.

What does the certification seal look like?2019-09-03T10:17:25+00:00

The seal is the logo of the Institute with the words “Certified Center,” the certification level (Silver, Gold, Platinum) and the year in which the center is certified.