Certified Customer Interaction Specialist

CCIS® is for individuals who have been working as Customer-Service professionals in BPO organizations for some time and who now desire to grow faster in their careers and attain frontline leadership roles sooner than later. BCI assesses CCIS® applicants to evaluate their knowledge and understanding of aspects related to customer service, call management and team playing.

A typical CCIS® Certified professional exhibits an all-round potential of performing complex customer-service tasks and functions in any large BPO. A CCIS® Certified professional is:

Aptly Qualified & Educated: A Bachelor’s degree holder in either humanities, business, technology/ engineering or even life sciences. (S)he may have also undergone formal training in Customer Service and may also hold a CCIP® certification from BCI.
Aptly Experienced: Would typically carry a minimum of 1 year of Customer Service experience in a Contact-Center and her/ his work experience and professional achievements would show intensive exposure to delivering a range of customer services in contact centers.
Aptly Aware & Exposed: CCIS® is awarded after comprehensively testing a registrant's knowledge & awareness of all contemporary concepts and processes in customer service, help desk and back office work commonly handled in BPO Service Provider organizations. In addition, they would also know about the latest performance and quality metrics and standards deployed in global BPO organizations across domains and verticals. The CCIS® Certified show a good understanding of issues related to Call management, call handling, and performance target achievement.
Aptly Skilled & Competent: The CCIS® certified exhibit skills in all common customer service delivery tasks including managing irate and difficult customers, telehelp and teleselling. They show experience of handling and managing stress, impatience, restlessness and anger at workplace. They are also skilled in spreadsheets, word-processing, typing and document arrangement.

"In one stroke, my CCIS® certification has pushed me into a versatile, front-ranking contact-center professional in my company in Ukraine. At Contactis, my seniors trust me more than my other colleagues whenever it comes to handling a tough customer."

Bodashka Suranovich, CCIS®
Contactis, Ukraine

Candidacy for CCIS®

Show

Training Requirements

Show

Assessment Areas

Show

Test Code	Test Area	Test Sweep
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
RR-990	Referee Reports (Supervisor Feedbacks)	These require CCIS® registrants to get detailed feedbacks from their supervisors in a BCI-prescribed format. In most cases, the RR request goes straight to the Supervisor, whose name has been mentioned by the registrant.

* CCIP® Certification holder from BCI are exempted assessments on BC-102, BC-103 and BC-905 as highlighted above.

Apply for Certified Customer Interaction Specialist (CCIS®) 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.