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Certified Customer Service Specialist (CCSS™)

CCSS™ Summary Assessment Structure & Plan

Components of CCSS™ Assessment Policy for first-time GSQI Registrants
Assessment Category Final Assessment Components Maximum Marks # of Certification Preparation Credits (CPCs) required
A1 CCSS™ DOMAIN KNOWLEDGE ASSESSMENT 300 6
A2 KEYBOARDING SKILLS ASSESSMENT 50 1
A3 COMPUTING SKILLS 50 1
A4 LANGUAGE STRUCTURE, VOCABULARY & COMPREHENSION 100 2
A5 VERBAL LANGUAGE SKILLS 100 2
  TOTALS 600 12

  1. The CCSS™ Online examination seeks to evaluate an examinee’s knowledge about the Transaction Processing domain.
  2. To complete their eligibility for CCSS™ Award consideration by BCI, all CCSS™ registrants have to take all required tests and assessments.
  3. Keyboarding & PC Skills tests/ assessments may be conducted in offline mode in some locations.
  4. Verbal English & Speech skills tests/ assessments may be conducted in offline mode in some locations.

CCSS™ Domain Knowledge Examination Weights
S. No. Areas of Professional Knowledge to Be Assessed Proportional Weights in Exam in %
1 Structure & Fundamentals of Customer Services Industry 10
2 CUSTOMER SERVICE Operations & Work Environment 10
3 Personal Effectiveness Principles & Techniques 10
4 Role-profile of a Typical Customer Service Professional 10
5 Principles & Techniques of Customer Service & Support 30
6 Principles & Techniques of Remote- & Tele- Sales 30
  TOTALS 100