CIAC and INSIGHTS forge strategic partnership

CIAC provides industry standard certification for contact centre executives and managers, whilst INSIGHTS, the champion of call centre certification-based development in the Middle East, will enhance and expand its existing Call Centre Management Certification training programmes to help prepare regional contact centre professionals for CIAC Certification testing

Fredia Barry, President of CIAC commented, "We have known about the pioneering work of INSIGHTS in the Middle East for a long time and, given that we have a proven tradition of associating with the best in the industry, we are delighted to have them as part of the CIAC Certification Training Consortium. Consortium Partners must not only demonstrate the resources and experience to promote the establishment of standards of competence and professionalism in the call centre industry, but they must also provide CIAC with proof that their programme content aligns with the CIAC Call Centre Management competencies and that both course design and delivery medium is based on Adult Learning theory and principles. INSIGHTS stands out as one of its kindin those respects for the Middle East".

Dominick Keenaghan, President of INSIGHTS, added, "The Middle East call centre market is emerging from an embryonic phase. To ensure progress is maintained and that call centres operate at optimum levels, it is imperative that qualified individuals are nurtured. The availability of CIAC Certification in the region will both guarantee the competence of suitably committed individuals and also help to raise the overall image of the call centre industry as a legitimate and credible regional profession. CIAC provides the validation that the Middle East market needs to make sure it is working and moving in the right direction".

CIAC Certification is aimed at professionals that lead, manage, and work in contact centre, help desk, and customer service organizations, It is designed around competencies that represent the knowledge, skills, and behaviors necessary for master-level performance and a testing process that requires in-depth comprehension of the competencies. In order to build high value around CIAC Certification, the certification process is intentionally rigorous and verifies that a person who achieves CIAC Certification has specialized expertise and knows how to apply it. "This gives CIAC-Certified professionals a tremendous advantage, whether with their current employer or in the job market," said Fredia Barry.

CIAC Certification can be achieved in one of four professional
designations: CIAC-Certified Strategic Leader, CIAC-Certified Operations Manager, CIAC-Certified management Consultant, and CIAC-Certified Management Apprentice. CIAC Certification validates that call centre executives and managers have attained mastery-level competence in four critical management areas: leadership and business, people, operations, and customer relationships. Mastery is demonstrated through completion of a rigorous certification process consisting of knowledge testing, hands-on application, and behavioural assessment. Re-certification is required every three years.

"The most important aspect of any organization that partners with the CIAC is its commitment to the advancement of the call centre profession," said Fredia Barry. "INSIGHTS demonstrates this commitment by the diverse range of educational services, events and forums it provides to help expedite regional call centre staff development. It has a proven record of success for serving the call centre industry throughout the Middle East and, our association can only grow and enhance CIAC awareness and it's usefulness for regional development".