The CIAC Certified Strategic Leader (CCSL) designation verifies demonstrated expertise in the strategic leadership and management of a call centre. Senior managers and executives with a minimum of one year experience in a call centre job role responsible for establishing and executing the organisation wide vision and strategy for customer care and service delivery are eligible to test for certification as a CIAC Certified Strategic Leader.

Value of being a CIAC Certified Strategic Leader

• Recognition as a global call centre leader and role model
• Validation of specialised strategic and operational call centre expertise
• Enhanced professional status and increased value
• Demonstrated ability to achieve business results
• Commitment to excellence and continuous improvement

How to become a CIAC Certified Strategic Leader
To achieve the CIAC Certified Strategic Leader designation requires successful completion of a five part assessment process that validates mastery level professional competency in call centre strategic leadership and management. Competence is defined by the Call Centre Strategic Leader Competencies. These industry defined competencies delineate call centre specific job role knowledge, skills and attributes across four domains:

• People Management
• Call Centre Operations
• Customer Relationships
• Leadership and Business