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Certified Customer Interaction Specialist/professional-certifications/certified-customer-interaction-specialist

CCIS‌™ Program

The CCIS™ certification is a globally recognized proof of preparedness and new capabilities that add to an individual’s comprehensive portfolio and helps in accepting challenges that come with bigger and modern roles in customer service, helpdesks, tele selling, front desks, reservations, and collections in leading telephone companies, hotels, travel companies, airlines, customer contact centers, banks, and BPO organizations.

The Certified Customer Interaction Specialist (CCIS™) credential is the one-stop destination for all individual professionals working on front desks, tele booking, and ticketing centers across the world. The CCIS™ program is globally renowned and comprehensively standardized qualification which when completed successfully, leads to the award and designation of the CCIS™ credential. The individuals accredited with the CCIS™ certifications are known to possess robust technical expertise, extensive knowledge, and best-in-class competencies to handle even the most complex responsibilities in contact centers, back offices, contact centers, internal sales departments, banks, and hotels in the positions like senior customer service executives, telemarketing specialists, and front desk heads.

CCIS™ has emerged as the priority and globally approved and adopted customer interaction qualification across 50+ countries in the world as it is a unique and rigorous combination of knowledge possibilities, high capabilities, and thorough know-how of customer relationship management, sales, tele selling, customer service, email and chat-based interactions, and possibly every aspect of the customer interaction profession. Moreover, it adds many conclusive and long-standing specifications like CRM software and dashboards, mentoring, teamwork, and multicultural communication to one’s portfolio.

The individuals receive the CCIS™ certifications on the successful completion of the stipulations prescribed by the BPO Professional certification Board (BPCB) which primarily includes competence proofs submission incorporated through formal learning and past work experiences and/or qualification of the worldwide held CCIS™ examinations organized by authorized BCI centers on BCI Assessments Calendar specified dates.

The applicants can prepare for CCIS™ examinations either through self-study or training with the nearest authorized BCI Training Provider, independent BPO/IT training academies, International Centers for Outsourcing Studies in universities which operate in many countries. Besides, many employer-BPO organizations present globally make in-house training arrangements for those senior agents who have been selected for the CCIS™ program.

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CCIS

CCIS™ EXAM FEE:

$ 450 USD

Who Should Get CCIS‌™ Certified?

For customer interaction professionals who wish to transform the face of their career growth and development and evolve in the departments of customer service, telesales or customer interaction, CCIS™ is an unparalleled and exceptional international qualification which will help them in:

  • Working with leading league of employers and leaping into bigger organizations from smaller outfits such as BPO companies, telemarketing companies, contact centers, collection centers, and similar other organizations which offer services to their clients in customer relationship management and sales.

  • Accessing superior level positions and make a transition from smaller roles and responsibilities like agents, representatives, executives, customer support officers, and customer service officers to officers or executives in different positions on front desks of leading hospitals, hotels, travel companies, department stores, telecom companies and customer-interface departments in public utility companies and government offices.

  • Serving telemarketing companies which are highly organized and pay a handsome salary and make a shift from less-organized direct marketing and direct sales jobs.

  • Achieving internationally reputed qualification to leave behind small jobs of front desks associates in small companies, banks or government offices.

What career options can CCIS‌™ program prepare you for?

  • Customer interaction specialists in Contact Centers

  • Front Desks and Receptions of starred hotels, restaurants, shopping arcades

  • Customer Information Desks in Passport Offices, Embassies, Airport Lounges, Airport Check-in Counters, Hospitals, and so on

  • Customer Support Centers of appliance makers, computer companies, mobile operators, and so on

  • Customer Helpdesks in Banks, Telecom Companies and other types of organizations

  • Tele selling

  • Loan Recoveries and Collection Centers

  • Customer Handling in Travel & Ticketing companies, shopping malls, hyper-stores, and so on

Percentage of professionals from various industry segments choosing CCIS‌

How Does CCIS‌™ Work?

The emerging specifications, as well as the advanced aspects of customer relationship management, service quality, tele selling, conflicts management, peer leadership, and teamwork are covered under the umbrella of CCIS™ program. The standards and levels of extensive knowledge, robust technical expertise, and acumen that comes with the assessment during the CCIS™ examinations are unparalleled and unrivaled even though a practical work experience is irreplaceable. The competencies and proficiency offered by the CCIS™ certifications are equivalent to the skills of customer interaction professionals with 1 year of work experience. If you have an active and valid CCIP‌™ certification, you are exempted from CCIS‌™ certification examinations.

CCIS‌™ Benefits


Global Recognition

Across the world in industries like BPO companies, telemarketing companies, and contact centers and customer service departments such as banks, hospitals, hotels, telecom, airline and travel organizations, CCIS™ is the internationally approved and reputed qualification for senior customer interaction professionals. The CCIS™ certification instills confidence and assurance in the organizations and the CCIS™ professionals are known to be in their own international league of high-performance and extensive knowledge.


Career Advantage

CCIS™ is the exclusive certification which provides an individual a comprehensive portfolio and establishes them in an illustrious and elite BCI pool of best-in-class BPO professionals. These individuals enjoy the benefits of internationally renowned qualification which help them establish a successful career growth and development as they become globally mobile resources and get high salaries and perks.

CCIS™ professionals with their broad service portfolio offer better administration of the roles and responsibilities in small or big organizations because of the robust technical expertise, comprehensive knowledge exposure, and wide experience- the certification helps handle challenging roles and functional dimensions of the customer relationship management.


Employer Benefits

With the unique and efficient standards the certification offers, CCIS™ credentialed professionals raise the performance, productivity, and service quality bar and infuse high professional energy in the work-culture and the environment.

Most CCIS™ certified individuals are deployed on new processes and extensive service-delivery immediately in new horizontals and client verticals and no minimum gestation period is required before these professionals come good on the expected work-performance even in the complex processes.

Become a CCIS‌™ Certificant

I am a CCIP‌™ how to become a CCIS‌™?

The upgrade is easy. 6 months after achieving the CCIP™ Certification, an individual can upgrade to CCIS™- Certified Customer Interaction Specialist. AS the CCIP™ credential is valid and most relevant in the first year of an agent’s career and CCIS™ suits the individual professionals in their career growth mostly from the second year onwards, most of the CCIP™ certified individuals prefer upgrading to CCIS™ rather than the recertification. BCI and other BCI partners take the responsibility to send frequent reminder emails and there are mentioned links which can be clicked on for further information. There’s another option of logging into the BCI account for the CCIS™ upgrade.


When can you Upgrade to CCIS™ from CCIP™?

After 6 months of the awarding of the CCIP™ certification, CCIS™ upgrade certification can be applied for. Instead of CCIP™ recertification, most of the CCIP™ certified individuals prefer upgrading to CCIS™ when 2 months of CCIP™ expiration date is still remaining. There are various upgrade offers and schemes that are frequently sent through emails by the BCI which benefits saving on upgrade voucher costs.

A second CCIP™ recertification is not allowed by the BCI and in case an individual has already achieved the CCIP™ recertification, then CCIS™ is the only option. If BCI does not receive the upgrade application within two weeks of the time period before the CCIP™ certification expires, the upgrade request is processed as a fresh CCIS™ application with the full CCIS™ application fee.

Upgrade to CCIS‌™

Leverage your CCIP™ Qualification

Upgrading from CCIP‌™ is simple:

  • Apply for upgrade online from the BCI website, or write an email.
  • Submit your latest curriculum vitae/ resume
  • Prepare and submit a report on the key aspects of your learnings and achievements since attaining the CCIP™ certification.
  • Check for additional requirement message from BCI, if there are any, and complete the formalities if instructed.
  • Await for approval of your upgrade to CCIS™

I have no other BCI Certification; how can I become a CCIS‌™?

The CCIS‌™ qualification for a new applicant is a simple 5-step process:

  • Become a Primary Member

    Apply for any certification present on the BCI website to become a primary user member and a link is sent to the applicant with the application process mentioned along with the link for registration portal.

  • Register for CCIS‌™

    As per the instructions mentioned for the registration in the email/communication received, the registration and the payment processes have to be completed.

  • Train & Prepare for the CCIS‌™ Certification Assessments

    To appear for the CCIS™ certification, training is NOT a mandatory condition. BCI offers self-study option in some countries while in many others, the applicant is referred to the BCI Authorized Training Provider for training. BCI duly informs the applicants by sending an email with the information on the registration confirmation.

  • Take the CCIS‌™ Certification Assessments

    Appear online for the CCIS™ Certification Examination on the scheduled date and time. The CCIS™ examination must be taken within the time period of 15 days of registration to 1 year from the registration date. Besides, there are some other assignments and documents which have to be submitted as well.

  • Certification Decision

    One is eligible for the consideration of the award of the CCIS™ certification, once all the prescribed BCI norms on knowledge and Competence Prerequisites are successfully submitted. The CCIS™ Credential Pack reaches the awarded individual within 30-45 days post award-declaration.

CCIS‌™ Candidacy Requirements

An applicant is evaluated being fit for any specific BCI certification on the basis of stipulations defined by the candidacy requirements which vary across different certifications.

Educational Requirements

The CCIS™ program applicants who have completed 14 years of formal education before the start of the program can leverage more out of the program, though no specific formal education is prescribed as mandatory by the BCI. Usually, most CCIS™ applicants are in possession of A-Level/O-Level/Higher Secondary/12th-grade certifications. Besides, many applicants in various Asian and African countries with an undergraduate or graduate degree are often proven to be better equipped to harness the CCIS™ qualification than the applicants who haven’t been to college or university or are yet to complete the formal education.

Professional/Work Requirements

The applicants must have a work experience of at least 6 months as prescribed by the BCI in any common customer interaction functions in contact centers, front offices, BPO companies, hotels, department stores, and so on.

For applicants from non-BPO backgrounds:

Such applicants must have a work experience of at least 18 months in the positions of associate levels in common customer interaction functions in industries like banking, telecommunication, retail, and insurance.

For applicants from BPO or contact center backgrounds:

Such applicants must have a work experience of at least 6 months in the positions of data processing, administration, and back office in organizations like BPO companies and offices.

For applicants who have the BCI CCIP™ certification:

Such applicants must have a work experience of at least 3 months in the positions of customer service, tele selling, and front desk in organizations like BPO companies, contact centers, and offices.

Age

An applicant must have completed 18 years of age at the time of applying for CCIS™, ideally. There is no upper age limit for any BCI certification program.

The World’s Best Learning Resources on Specialized Customer Interaction

Candidates opting for the CCIS™ program are eligible for the industry leading, best-in-class online resources from BCI, the world’s foremost knowledge authority in the international BPO sectors. These online resources enrich their skills and knowledge as well as provide sufficient preparation material for their CCIS™ certification. Coupled with this, applicants are also provided highly specialized, function specific training resources and complete assistance in their training and preparation efforts for BCI’s prestigious CCIS™ certifications from their nearest BCI Authorized Training Partner. These world class learning resources are exclusively available only to the successful applicants of the CCIS™ program and are carefully crafted into cutting-edge, next level, industry leading professional capability enhancers selectively for the CCIS™ certificants.

BCI Resource
CCIS

CCIS‌™ Exam

The BPO Professional Certifications Board (BPCB) mandates that individuals desirous of acquiring a BCI certifications require to qualify computer–based exams based on the BCI standards framework. All BCI Exams are computer–based tests timed between 120 - 150 minutes. Applicants registered in BCI certification program enjoy the convenience of scheduling and taking their certification exams online. Partner companies, organizations and universities establish their own BCI-approved exam centers connected to the BCI online examination system Credent. In many global locations, certification testing leader ExamStrong™ manages BCI exams offering registrants the facility to take their BCI exams even at home or in office.

CCIS™ Assessment Snapshots

Based on the updated Knowledge & Competence Pre-requisites under HCMS21 Release 9.14.
  • Exam Code: CD0-001
  • Maximum Marks: 500
  • Passing score: 70%
  • Languages: English

(Soon also in: French, Spanish, Chinese & Arabic)

Assessment Component No. of Questions Length of Test
CCIS™ Domain Knowledge Assessment 75 90 Minutes
Referee Feedback Reports - -

CCIS‌™ Training & Preparation Completion Requirements

No training specifications have been made compulsory by the BCI as the eligibility criteria to appear in the CCIS‌™ certification examinations. In case the applicants are interested in some prior training, they can register themselves with the nearest authorized BCI Training provider for external training/Master Class on the payment of an additional fee to the training company. All locations may not have the necessary training facilities readily available at all times and the applicants are requested to communicate with BCI from time to time for detailed advice on the matter. CCIS‌™ registrants who prefer to take training are automatically directed to the nearest authorized BCI training provider.

Self-Study

CCIS‌™ registrants in many countries have the opportunity to study on their own for the examinations with the help of BCI partner provided online resources and printed reading material. Attempts are underway for the establishment of Self-Learning programs for global CCIS‌™ aspirants.

CCIS‌™ Critical Areas of Professional Knowledge & Competence

Areas of Knowledge & Competence Pre-requisites for BPO Operations Managers as prescribed under HCMS21 Release 9.14, 2019.
Code Assessment Component
A1 CCIS‌‌™ Domain Knowledge
1.Trends & Developments in Business Process Outsourcing

Trends in Business Process Outsourcing, Developments in Business Process Outsourcing

2. Principles & Techniques of Professional Effectiveness Enhancement

Increasing Professional Effectiveness Through Personal Image & Brand, Enhancing Productivity through Effective Time management. Enhancing Professional Effectiveness Through Performance Planning, Managing Interpersonal Relationships & Conflicts, Increasing Professional Performance through Effective Stress Management, Managing Personal & Professional Growth

3. Advanced Principles & Techniques of Customer Service & Support

Fundamentals of Customer Relationship Management, Modes & Techniques of Managing Customer Relations in Outsourced Environment, Metrics of Customer Service & Support

4. Advanced Principles & Techniques of Technical Support

Contemporary Principles of Selling/Sales, Contemporary Principles & Techniques of Remote-selling/Telesales

CCIS‌™ Assessment Structure & Plan

As prescribed under HCMS21 Release 9.14, 2019.

Components of CCIS‌™ Assessment Policy for first-time BCI Registrants:
Assessment Category Final Assessment Component Maximum Marks
A1 CCIS‌‌™ Online Assessment 300
R1 Referee Feedback Reports 200
TOTAL 500
Important Note:
  1. The CCIS‌™ Online examination seeks to evaluate an examinee’s knowledge about the Transaction Processing domain.

  2. To complete their eligibility for CCIS‌™ Award consideration by BCI, all CCIS™ registrants have to furnish Referee Reports.

  3. Referee Reports are feedbacks from the Registrant’s senior/supervisor/managers on areas like Registrant’s work performance, professional competence and ethics.

  4. Referee Reports are to be filled-in online on the BCI Assessment portal by Registrant’s superiors as mentioned above. The registrant shall be given a portal link which (s)he has to share with her/his referees. The referees will then go online on this link and fill-in the Report and submit.

CCIS‌‌™ Domain Knowledge Examination Weights
Areas of Professional Knowledge to be Assessed Proportional Weightage in Exam (in %)
Trends and Developments in Business Process Outsourcing 15
Principles & Techniques of Professional Effectiveness Enhancement 15
Advanced Principles & Techniques of Customer Service & Support 35
Advanced Principles & Techniques of Remote- & Tele- Sales 35
TOTAL 100

CCIS‌™ Certification Validity

Three years from the date of award is the exact validity of the CCIS‌™ certification. The validity of the certification exists for this time period because of the ever-changing and continuously evolving BPO industry, its extensive knowledge system, and skill standards requirements. This eventually transforms the core values of the positions and functions of a Customer Interaction professional as well as the BCI standards. To keep in tandem with the advancements and transitions of the modern BPO industry, the CCIS‌™ certified individuals are required to either recertify or upgrade to the new level.

CCIS‌™ Recertification

The validity of the CCIS™ Certification exists for a period of 3 years and recertification is mandatory to continue the designation of the qualification. Recertification is an easy process and simply denotes the revalidation of the CCIS™ credential before its validity expires. BCI and BCI partner keep sending frequent reminder emails along with the links which can be clicked on for further relevant information or else an individual can also log into the BCI account for the CCIS™ recertification registration. Training is not mandatory for the recertification and an individual has to only register and complete document formalities. But, if the individual has not been working for the past 3 months, CCIS™ recertification examination becomes mandatory.

How many times can you Recertify for CCIS‌™?

There are no limits on the number of times the CCIS™ recertification examination can be appeared in and the CCIS™ qualification expires if it is not recertified once in every three years. An individual can upgrade to the Team Lead Certification- the CBTS™- Certified BPO Team-lead Specialist certification after two years of the CCIS™ award. Frequent reminders are sent by BCI and BCI partners along with exciting upgrade offers and fee discounts.

When to apply for a Recertification for CCIS™?

The recertification must be applied for at least 8 weeks prior to the expiry date of the CCIS™ certification which is mentioned clearly in the CCIS™ certification as well. Besides, frequent reminders are sent by the BCI to the concerned individuals. If the BCI does not receive the CCIS™ recertification application in two weeks before the certification expiry, the recertification request is processed as a fresh CCIS™ application with the payment of full CCIS™ fee.

How to Recertify for CCIS‌™?

The CCIS™ Recertification is a simple 3-step process:

An individual can directly enroll with BCI for recertification either on one of the BCI portals or else help can be taken from any nearest authorized BCI training provider. An individual receives the CCIS™ recertification voucher along with other requisites like relevant information about assessments and training and the login details of the recertification account through email. When all the recertification formalities are completed as mentioned in Step 2 below, one qualifies the CCIS™ recertification. For the individuals who enroll early, there are fee benefits to be enjoyed.
After the CCIS™ recertification is successfully applied, the applicant is required to complete some BCI-prescribed formalities which are:
  • The recent resume is to be submitted in the format available on the CCIS™ Recertification section of the BCI portal.
  • The online Service Delivery Career Experience Report is to be completed by going through the instructions- chronicling the fundamental facets of achievements and comprehensive knowledge achieved from the CCIS™ certification.
  • It is mandatory to appear in the CCIS™ recertification examination if an individual has not been working for the last 3 months prior to the date of CCIS™ recertification application.
The CCIS™ credential is valid for another 1 year and the new CCIS™ credential Pack reaches the individual within 30-45 days after the successful qualification of the stipulated BCI norms on Knowledge and Competence Prerequisites along with the completion of the necessary documentation
Click here to apply for CCIS‌™ recertification !

Upgrade

Become a Team-Lead – CBTS‌™

After a minimum 24 months of CCIS™ Certification, an individual can upgrade to the specialist level BCI qualification- the CBTS™ (Certified BPO Team- Lead Specialist) and tremendous international trends indicate the efficient and robust portfolio the CBTS™ certification can help achieve which are:

  • A greater number of CCIS™ certified individuals in Asia upgrade to CBTS™ after the first recertification rather than a recertification. The CBTS™ starts suiting the career of such individuals as they receive and are able to easily handle the positions in leading or supervisory roles from the third year onwards.
  • Many CCIS™ certified individuals prefer to select both the options- CCIS™ recertification to keep the qualification viable as well as the upgrade to CBTS™ for the future preparation of achieving supervisory roles earlier on in their life. In case you wish to opt for both the options, BCI offers impressive offers which are made widely known through the use of emails and texts.

Upgrading the CBTS™ is easy. BCI and BCI partners send frequent reminder emails from time to time to individuals with the specific links which can be used for further relevant information. Otherwise, the BCI account can be logged into wherein registration can be made to upgrade to CBTS™.

When to apply for an Upgrade from CCIS™?

An individual can apply for an upgrade to the CBTS™ program 24 months after attaining the CCIS™ credential.

How to Upgrade from CCIS‌™?

It is a simple 3-step process:

Enrollment can be done directly with BCI on the BCI portals or the nearest authorized BCI training provider can be asked for any assistance. The CBTS™ upgrade Voucher, training and assessment information, and the details of the upgrade application is provided through email after the successful registration and the payment of fees. Once the upgrade formalities are completed as mentioned in Step 2 below, an individual qualifies directly for the CBTS™ upgrade. There is also the availability of fee benefits for early enrollments.
After the completion of the application for a CBTS™ upgrade, the BCI account must be logged into to complete other BCI-prescribed formalities such as:
  • To submit the latest Curriculum Vitae in the format available on the CBTS™ application section of the BCI portal.
  • To submit the Online Team Work Experience Report which documents the key achievements and learning standards aspects achieved as a result of the CCIS™ certification and the advancement of the expertise and individual role in supervisory and team-based performance positions which has to be submitted in the stated format.
  • Appear for the CBTS™ upgrade examination. In contrast to the standard CBTS™ Certification examination which is mandatory for the non-CCIS™ applicants, the CBTS™ upgrade examination contains fewer sections. The examination can be scheduled by selection of the combination of the date and time from the BCI Examination Schedule available in the examination section.
On the successful qualification of all stipulated BCI norms on Knowledge and Competence Prerequisites along with the required documents submission, an individual becomes eligible for the CBTS™ certification. The CBTS™ Credential Pack reaches within a time period of 30-45 days after the date of award.
Click here to apply for an Upgrade from CCIS™ !

The Digitally Badged CCIS™

The CCIS™ becomes a global credential at once also because it is digitally badged! Which means you can easily share your BCI credential digitally and securely with your current and prospective employers and colleagues, and they can verify it ever so easily, too.

A digitally-badged CCIS™ adds that strong dash of credibility to your online professional presence. You can conveniently showcase your well-earned BCI credential as a high-visiblity icon on web-pages; on your LinkedIn profile; on social media platforms and in your email signatures. It's your most secure, reliable and authentic token of your promise, potential and capabilities for performing your talent management roles with excellence.

The CCIS™ digital badge is a verifiable digital token of your CCIS™ qualification containing within it a secure digital link to the BCI cloud, where the bonafides and authenticity of your BCI credential can be validated instantly by those who you have allowed to.

Digitally Badge
Credential Case

The CCIS™ Credential Case

The CCIS™ Credential guarded in a stunning folder-box acts luring for the talented who are working hard to conquest the credential. This trendy case enhances more of fervor into the lives of the CCIS™ Certification applicants. In consort with the certificate, there is a metal badge in the form of lapel pin, to be exhibited on your shirts and coat pockets. An additional lifetime flagship is a booklet on BCI Code of Ethics, which is gracefully positioned beside the former two constituents of the credential case.

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