||The certification process for managerial-level
RCCSP credentialing has three components:
Demonstration of learned skills under the guidance
and observation of a RCCSP-accredited trainer,
Achievement of a passing score on the knowledge
assessment exam, and
Completion of a management-level contact center performance-improvement or
process-improvement project evidencing application
of management-level skills and knowledge.
If you have completed steps one and two, congratulations on your achievement!
It is now time to move forward to the completion of a work project
and earning your certification.
When is a Certification Work Project Required?
Certain managerial certifications require a proof of the candidate's ability
to apply skills and knowledge in a live contact center work environment.
This requirement can be satisfied by planning, implementing and submitting
for acceptance a high-quality process improvement or performance improvement
Certifications that have a work project component include:
Certified Call Center Manager
Certified Call Center Director
Certified Workforce Management Professional
Certified Quality Management Professional
Fulfilling the Certification Work Project Requirement
There are three steps to the work project submission process:
Select a project that you would like to complete and submit your project
topic to the RCCSP certification review team for approval before beginning
work on the project. Suggested topics and a submission
form are provided below.
After receiving notification that your project topic has been approved, prepare
and submit a business case for your project.
A business case template is provided in the companion Tool Kit to your course
materials. Describe in your business case what project deliverables you intend
to submit at the completion of the project. The business case will
be reviewed, and you will receive correspondence from your assigned project
Complete and submit project documentation
for review, feedback, approval, and final acceptance.
Candidates have six months in which to complete the project and
submit project documentation for review
and acceptance. Certification will be awarded upon acceptance of the final
Select Your Project Topic
Use this web page to complete Step 1 above -- to select and submit a project
topic -- before starting work on the project. Try to submit your project
selection within two weeks of passing the online certification exam.
Select a project from the list below that corresponds to the certification
you are pursuing.
You may select a project from the list below, or suggest a topic of your
own in the "Other" field. If you prefer to suggest a topic of your
own, please be specific as to the project objectives.
If more than one person from your organization's management team is pursuing
certification, consider tackling a larger, team-based project, with each
candidate responsible for one area of the project.
Click the "Submit Selection" button to transmit your topic to the review
team for approval.
After submitting a proposed topic, a member of the certification review team
will contact you within two weeks about your topic selection.
Should you encounter any technical difficulties, contact RCCSP testing support
at the Resource Center by:
Phone: (708) 246-0320