01
Talent Deployment
Put the right workforce in place and make performance expectations clear.
- Acquire the right workforce
- Motivate agents
- Create a learning environment
- Align performance
GCCMI CCBP-SS 2.900
Independent contact center assessment and certification.
Understand how well your contact center is managed across people, process and technology—and earn independent recognition when the requirements are met.
Two-minute eligibility check • no assessment fee upfront • 100% virtual
Structured • virtual • practitioner-built
70%Minimum overall score required for certification
12Management practices assessed
72Performance characteristics
5 daysDecision after complete SCAF and interview
US$5KFee payable only after requirements are met
What GCCMI assesses
One standard. Three capabilities. Twelve practices.
GCCMI assesses the management practices that shape customer experience. It does not compare your raw KPIs with another organization.
02
Talent Engagement
Connect workload, quality, sales & service processes and meaningful performance measures.
- Match workforce to workload
- Apply quality assurance
- Improve sales and service processes
- Integrate performance indicators
03
Talent Support
Support modern service delivery through self-service channels, technology, AI and wellbeing.
- Automate the call journey
- Manage service channels
- Adopt AI in the workplace
- Implement wellbeing measures
How certification works
A simple, controlled five-step journey.
Check eligibility
Complete the short form. There is no charge at this stage.
Confirm scope
Agree the site scope, commercial terms and confidentiality.
Complete the SCAF
Submit a provisional self-assessment across 72 characteristics.
Validation interview
Join one 30-minute interview. GCCMI assigns the final score.
Decision & certificate
Successful sites complete formalities and receive certification.
No fee before the decision.
GCCMI issues the assessment decision within five working days after receiving a complete SCAF and completing the validation interview. The US$5,000 certification fee becomes payable only after GCCMI confirms that all requirements have been met. Payment does not influence the result.
Recognition with controls
Certification that can be understood and verified.
Successful sites receive a defined set of certification assets. Each issued certificate will carry a unique Certificate ID and QR code for verification through the GCCMI website.
Numbered certificate
Digital and framed certificates showing site, scope, issue date, expiry date and Certificate ID.
Certified Site badge
Use is limited to the certified scope and validity period. It may not be altered or transferred.
Certificate verification
The unique Certificate ID and QR code will connect each issued credential to GCCMI's website.
Successful-site score summary
A concise summary is issued to successful applicants. Unsuccessful applicants are not charged and receive no report.
“Built from more than 25 years of real contact center transformation experience—not theory.”GCCMI practitioner perspective
Clear assessment governance
Enough structure to support the certification decision.
The applicant’s self-score remains provisional. GCCMI reviews consistency during the interview, controls N/A use and records the final capability scores and decision.
70% overallMinimum overall score for certification.
60% per capabilityMinimum across all three capabilities.
Maximum eight N/AEvery proposed N/A needs justification and approval.
Decision reviewAn applicant may request a review within 10 working days.
Important: this is a structured declaration-and-interview assessment. It is not described as an audit, inspection or accreditation.
Frequently asked questions
What a prospective client needs to know.
How long does the assessment take?
GCCMI issues the assessment decision within five working days after receiving a complete SCAF and completing one validation interview. The digital certificate follows completion of the certification formalities; framed certificates ship separately.
When is the US$5,000 fee payable?
Only after GCCMI confirms that the certification requirements have been met. No assessment fee is charged upfront, and payment does not influence the result.
What happens if the requirements are not met?
No fee is charged and no certificate or assessment report is issued. The applicant may submit a new application at a later stage.
Is documentation required?
No documentation or sample evidence is requested as part of the standard process. GCCMI uses the completed declaration and one 30-minute interview to test consistency and assign the final score.
What score is required?
Certification requires at least 70% overall and 60% in each capability. Up to eight statements may be proposed as N/A; each requires justification and GCCMI approval.
Stage 1
Check your contact center’s eligibility.
Tell GCCMI about the proposed site. Qualified applicants receive the full SCAF after scope, commercial terms and confidentiality are agreed.
Approximately two minutes.
No upfront assessment fee.
What happens next: GCCMI reviews the application without charge. If the site is suitable, GCCMI confirms scope, commercial terms and confidentiality before releasing the full interactive SCAF.