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Certified Customer Service Leader (CCSL™)

CCSL™ Knowledge & Competence Requirements

Areas of Knowledge & Competence Pre-requisites for Customer Service Leaders as prescribed by the GSQI Professional Certifications Board (GPCB).

Code Assessment Component
1 Understanding of the Customer Service Work-Place & Environment
  1. Typical Customer Service hierarchies and inter-level relationships
  2. Communication structures & practices
  3. Pressures of exceeding productivity targets & expectations
  4. Pressures of exceeding quality targets & expectations
  5. Factors of job-monotony; excessive process orientation & constant client-accountability
  6. Diverse CSA -expectations, impulses and responses to stimuli in organization
  7. Group dynamics and inter-personal conflicts among team-mates
  8. Performance Stress
2 Understanding of the Leader Function in Customer Service departments
  1. Generic Definition & Concept of Leadership
  2. Commonly practiced Models of Leadership in Customer Service departments
  3. Issues & Challenges of Leadership
3 Knowledge of Role-profile of a Typical Customer Service Leader
  1. Roles of a Leader
  2. Key Result Areas of a Leader
  3. Skills & Competencies of a Leader
  4. Growth paths of a Leader
4 Knowledge of Principles & Techniques of Leadership in Customer Service
  1. Principles & Objectives of Customer Service Leadership
  2. Drivers of Team Lead Excellence in Customer Service departments
  3. Forming hi-potential teams
  4. Mentoring, coaching & CSA capability development
  5. Driving Agent productivity and service-delivery excellence
  6. Synchronizing Agent aspirations & expectations with work-requirements
  7. Motivating & engaging Agents for Organizational growth
  8. Channeling team energy and managing conflicts
  9. Retaining top performers
5 Knowledge of Techniques & Principles of Managing Service Delivery & Quality
  1. Understanding of Service Productivity metrics
  2. Understanding of Service Quality metrics
  3. Service production Planning & Targeting
  4. Service Productivity enhancement
  5. Agent Performance Measurement, Analysis & Appraisal
  6. Absenteeism Management
  7. Managing workplace crises and contingencies
6 Contribution to Organization Growth
  1. Contributing to Employer Branding Initiatives
  2. Contribution to talent engagement initiatives of the Organization
  3. Contribution to talent transformation and CSA development initiatives
  4. Contribution to Organizational Climate development

IMPORTANT:

  • The Knowledge & Competence Areas mentioned in this document may change in the event of updating or revision of the GSQI Certification framework. GSQI duly notifies all its associates, partners, clients, past certificants, certification applicants/ registrants and other stakeholders of all such changes and alterations.
  • The list of topics and areas mentioned in this document purports to exactly present the scope of a GSQI Certification Examination and is used by all authorized GSQI Certification Training Providers as a guide for designing their respective curricula for MasterClass and training. GSQI is NOT RESPONSIBLE in any way for training quality or training content and cannot be held responsible for an applicant/ registrant/ certification examinee failing the GSQI Certification Examination because of having undergone training/ MasterClass with a certain training provider.
  • All stakeholders are requested to appreciate that it is impossible to create a Training Program or Training manual that will exactly and completely cover the entire assessment scope to the depths required by a certification body. Hence, under no circumstances can a certification registrant or a Training Provider expect the questions in any GSQI Certification Examination to be exactly based on the Training Content/ Training Manual/ Instruction Material etc., provided by the Training provider. GSQI’s judgment and decisions on assessment questions have been arrived at after years of extensive international research and analysis and shall remain final, and hence, also, GSQI’s decisions on a particular Assessment/ Examination event and on a particular certification aspirant/ applicant shall remain final.