Competency Testing

ICMI Certification Tests are examinations designed to evaluate for competency in specific areas of contact center leadership and management and are completed online in a proctored environment.

ICMI Certification testing assesses competency in all levels of Bloom’s Taxonomy, with emphasis on higher cognitive levels. This requires candidates to have mastery-level command of their job role competencies to complete testing successfully.

Proctored Testing

The ICMI Certification tests are computer-based and delivered online to candidates worldwide via a web-based, secure platform.  Competency testing is administered by ICMI-Registered Proctors on a 'closed-book' basis at ICMI-Authorized Testing Facilities under the highest standards of security, accuracy and consistency.

Proctors are selected by you or your company, and must meet the following criteria:

• Not a call center employee
• Capable of confidentially and accurately carrying out test proctoring
• Available to devote time and attention to testing administration procedures

Once your proctor is selected, you or your company will notify us, and our ICMI Certification administrator will reach out to the proctor to educate them on the procedures. Once the date for your assessment is set, your proctor will set up the test for you and stay with you during the exam.

Competency Test Results

The competency tests are computer-scored and have only one correct answer. A testing result of 'PASS' or 'FAIL' is provided to the candidate within two (2) hours of completion. Competency test results are sent electronically to the candidate's email address on file with ICMI. Test results are maintained as confidential and released only with the candidate’s written authorization.  When testing is employer sponsored the candidate will be required to complete and submit a signed release form to ICMI.

Next Step

Once Strategic Leader, Operations Manager and Management Consultant candidates have successfully passed the four Competency Tests, they are required to complete a Performance Assessment prior to achieving ICMI Certification. Management Partner candidates do not need to complete a Performance Assessment, and are certified upon successfully passing the aforementioned tests.