|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.
ICMI Certification testing is computer-based and delivered online to candidates worldwide. You have the option of selecting either On-Site Proctoring, or Online Proctoring.
With this choice, you select someone within your organization to be your Proctor. The individual you select must meet the following criteria:
- Have a basic understanding of how to operate a computer, and know how to secure technical assistance in the event that it is needed.
- Must not be a contact center employee, have reporting responsibility to the contact center, or have any other type of direct affiliation that could present a conflict of interest.
- They must be willing and able to devote time and attention to testing administration procedures for the entire session (ranging from one to three hours per session.)
In most organizations, human resources and training personnel proctor ICMI Professional Certification testing. If you select this option, you or your company will notify us of your proctor choice, 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.
ProctorU is a web-based proctoring service available 24/7 to proctor your online assessments. This service allows you to complete your assessment at work or home, while still ensuring the integrity of the exam for ICMI. It is an easy-to-use, convenient alternative to on-site proctoring, and there is no additional cost involved. To use this service, you will need a PC or MAC, a webcam, microphone, and a high-speed internet connection to use ProctorU’s service. Once you've let us know that you've chosen online proctoring via ProctorU for your ICMI Professional Certification Testing, we will reach out with next steps.
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.
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.