Customer Care Center Certification
There are certain components and practices that a Customer Care Center must implement to successfully deliver Best Practices Customer Care. These components and practices apply across industries and companies.
The Institute’s Customer Care Center Certification program validates that the components and practices are currently in place, identifies areas that need correction and highlights opportunities for streamlining processes, increasing productivity, improving satisfaction, gaining efficiencies and enhancing value.
Customer Care Center Certification is achieved once the Institute has determined that the center has successfully implemented the essential components and practices required to deliver Best Practices Customer Care.
The Center Certification program is based on the Five Pillars of Customer Care; Culture, People, Processes, Technology and Customers.
There are three levels of Customer Care Center Certification – Silver, Gold and Platinum.
Silver – The center has the essential components and practices required to provide Best Practices Customer Care. It has defined processes in place and has implemented the necessary technology.
Gold – The center has enhanced the essential components and practices of Best Practices Customer Care to further improve the delivery of Customer Care.
Platinum – The center is structured and equipped with advanced components and practices to provide world-class Customer Care.
Contact the Institute for more information or to schedule a Center Certification.
Center Certification FAQs
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.
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.
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.