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Agent and Supervisor Certification

NEW Agent Certification Program Overview

SOFT SKILLS Certification

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The Agent Certification Program is designed specifically for the Telephone Answering Service (TAS) and Call Center industry to certify and accredit their agents. The primary goal is to provide a professionally developed program that equips agents with the essential customer service skills required in this field. Through the program, agents are tested and accredited in key areas of customer service, ensuring they can effectively use the tools and features of the accredited TAS or Call Center system. This certification serves as a benchmark of professionalism and competence, contributing to improved service quality and agent performance.

 

Successful candidates will have demonstrated excellence successfully passing a comprehensive written examination of Call Handling skill sets.​

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CSR Certification

This is what you have been waiting for!

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The CSR Exam is comprised of 23 multiple choice questions testing soft skills and best practices found in the AOE Scoring Criteria.

Using Case Studies, the second part of the exam will test:

  • ·       Critical thinking

  • ·       Dealing with difficult calls

  • ·       Call control

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CSR certification will include a Study Guide document.

Supervisor Certification Program Overview

Candidates are selected to participate in the Supervisor Certification program because their manager believes they have the potential to lead, coach, and support their agents.  As part of the examination, they will be given problems and Case Studies to work through.  Candidates will also answer questions in essay form about system operations and procedures. It is as much a test of character as a test of knowledge.  

Supervisor Certification Continued Accreditation

Continuing Accreditation in the CAM-X Supervisor Program requires the supervisor to complete a minimum of 12 credits per year to keep the certification current. These points are divided into two components, training and contribution. Credits are needed in both categories, with a minimum of 4 credits in either category with the balance in the other category. For example, 8 credits in training and 4 credits in contribution equals 12 credits. Points are for the current year only and cannot be carried over. Tracking year is May 1st – April 30.

 

Registration includes:
 

  •  Welcome letter and instructions

  • CSR Certification Application

  • CSR Certification Exam

  • Supervisor Certification Application

  • Supervisor Certification Exam

  • Equipment Specific Study Guide

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