Certified Customer Interaction Professional

CCIP® program is designed for fresh, young talents desirous of starting a career as customer service associates in BPO organizations and contact centers or in-house customer care operations of other non-BPO organizations. The CCIP® assessments seek to evaluate the overall preparedness of young talents in terms of their knowledge, communication, aptitude and basic interpersonal skills for working on various types of customer-service tasks both in inbound- and outbound operations.

A typical CCIP® Certified is expected to exhibit acceptable level of capabilities to deliver customer service efficiently in a contact center/ BPO/ in-house customer care departments of companies. More specifically, a CCIP® certified is:

Aptly Qualified & Educated: Typically, every CCIP® certified professional undergoes exhaustive training in 5 critical dimensions of Customer Service delivery with BCI authorized Certification Training Providers.
Aptly Aware & Exposed: CCIP® is awarded after assessing a registrant's knowledge & awareness of all contemporary concepts and processes of customer care, help desk and tele-marketing tasks. They are exposed to telecommunication-based customer service delivery methods and to basic performance and quality metrics commonly deployed across contact centers globally.
Aptly Skilled & Competent: The CCIP® certified exhibit acceptable levels of skills related to spreadsheets, word-processing, typing and document arrangement.

Candidacy for CCIP®

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Training Requirements

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Assessment Areas

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Test Code	Test Area	Test Sweep
BC-901	BPO Industry & Operations	The concept of BPO; Issues and Challenges on the Floor; Specifics of Voice (In and Outbound, Help Desk, Tech-Support), Email, Chat & Transaction Processing; Types of BPOs; Basics of BPO Technology Infrastructure; Agent-Level Responsibilities/ Tasks/ Roles in Various Forms of BPOs; Outsourced Knowledge, Finance, Accounting, HR Processes; Outsourced Manufacturing Processes; Outsourced IT Processes; the Importance of ITES in BPO
BC-101	Help-Desk & Tele-Selling Proficiency	Customer Care Fundamentals; Help-Desk Tasks; Deploying Charts and Flowcharts in Help-Desking; Types of Help Desk Processes; Effective Questioning; Upselling and Cross-Selling; Effective Sales Enquiry Generation and Handling; Lead Follow-ups; Effective Brochure Reading; Sales Closing
BC-102	Essentials of Process Handling Skills and Knowledge	Workflows in the common outsourced processes of Telemarketing, Tech-support, Help-desk, Collections, Payroll & HR Back-office Processes, Insurance & Investment Advisory Analytics, Content and Research Services; Client Process Comprehension using Workflows; Accelerated Learning through Training; Working through Databases; Using CTI, ACD, Dialers; Work Flow Systems; Call Loggers; Logging Orders; Branching; Task Escalations; Reporting; Quality and Productivity Metrics
BC-103	Essentials of Customer Handling Skills and Knowledge	Effective Customer Greeting; Handling Customer Names; the CTI conventions on “names”; Call Opening, Handling, Warm & Blind Transfers and Closing; Call Flow Management; Effective Questioning; Effective Sales Enquiry Generation and Handling; Effective Brochure Reading; Attentive Listening; Detecting Verbal, Tonal Clues; Difficult Caller/ Customer Handling
BC-905	Personal Effectiveness Principles and Techniques	Working in a 24X7 Environment; Important Cultures of the World; Understanding Productivity and Performance Metrics; Prioritizing & Planning Daily Work; Clearing Back-Logs; Meeting Targets; Time Management; Conflicts Resolution; Stress Management; Working with Peers, Subordinates and Seniors; Crisis Management
BC-906	English Language Proficiency	Grammar, Written & Spoken English Structure, Pronunciation, Intonations; Basic Vocabulary; Neutralized Accent

Apply for Certified Customer Interaction Professional (CCIP®) Program

BCI is an apex BPO industry standards and certification body. All BCI Certification Training Providers (CTP) are independent organizations who have developed their own training programs, schedules, trainers and content resources and hence, BCI neither controls nor is responsible for the quality of training, trainers or content provided/ offered by CTPs.