Question 1

What happens if our call center scores below 70%?

Accepted Answer

You don't lose anything financially. GCCMI's flat $5,000 fee is only payable after you pass. If your score falls below the 70% threshold, you'll receive a summarized report showing exactly where the gaps are, and you're welcome to reapply once you've addressed them, free of charge.

Question 2

Can we reapply if we don't pass the first time?

Accepted Answer

Yes. Reapplication is free. We recommend using the summarized report as a roadmap, addressing the specific best practices where your center fell short, and resubmitting your Site Certification Application Form (SCAF) when you're ready.

Question 3

Is the U$5,000 certification fee refundable?

Accepted Answer

There's nothing to refund. You pay if you pass. If your call center doesn't reach the 70% threshold, no payment is due at all

Question 4

How long is the GCCMI certificate valid?

Accepted Answer

Your Certificate in Performance Excellence is valid for two years from the date of issuance. We recommend recertifying as your operation evolves, particularly if you adopt new technology, scale your team, or revise your processes.

Question 5

What size call centers are eligible for certification?

Accepted Answer

GCCMI certifies call centers with 5 to 350 seats, provided the center has at least inbound ACD (automatic call distribution) technology or an outbound lead management system in place. The average ratio of seats to human agents is 1 seat equivalent to a range of 1.7 to 2.1 agents

Question 6

Is GCCMI affiliated with any government or international body

Accepted Answer

GCCMI is an independent call center performance standard, developed from 25+ years of hands-on contact center and CX leadership experience. It is not affiliated with or accredited by a government body or international standards organization (such as ISO). GCCMI's value lies in its practical, field-tested approach to assessing management practices and not in institutional accreditation.

Question 7

How long does the certification process take?

Accepted Answer

From the moment you submit your completed application form to receiving your certificate, the process takes 5 working days

Question 8

Is the GCCMI assessment available in languages other than English?

Accepted Answer

Currently, the GCCMI Site Certification Application Form and assessment are conducted in English. If your team needs support completing the form in another language such as French or Arabic or Tagalog, reach out to us directly to discuss your needs

Question 9

Do you offer on-site assessments?

Accepted Answer

No.  All GCCMI assessments are 100% virtual and document-based. This keeps certification fast, affordable, and accessible to call centers anywhere in the world, without the cost and scheduling complexity of on-site audits.

Question 10

How is GCCMI different from benchmarking my call center against industry metrics (like AHT or FCR or CSAT scores)?

Accepted Answer

GCCMI doesn't compare your call center's statistics against other centers or industry benchmarks. Instead, it assesses whether you've adopted and implemented a defined set of management best practices. It's the practices that drive strong metrics in the first place. It's a qualitative compliance check, not a statistical ranking.

Question 11

Why is the application (SCAF) sent by courier instead of completed entirely online?

Accepted Answer

The Site Certification Application Form (SCAF) contains the full GCCMI CCBP-SS 2.900 assessment matrix, which is proprietary. Couriering the physical document protects that intellectual property while giving your organization a tangible, professional artifact for the certification process. You can return your completed form by courier or by submitting clear photos of your responses.

Question 12

Who is best suited to complete the GCCMI Certification Application?

Accepted Answer

The GCCMI Certification Application should be completed by individuals who have comprehensive visibility into the day-to-day operations and management practices of the call center. Typically, this includes a Call Center Director, Operations Manager or Floor Manager or Customer Experience/Quality lead. Involving frontline supervisors can further enhance the accuracy of the information provided. 
To ensure accountability and thoroughness, the application requires input from at least two such professionals, both of whom must co-sign the declaration. This collaborative approach guarantees a detailed and reliable representation of your call center’s practices, which is essential for the GCCMI certification process tailored specifically for SME call centers.

Frequently asked questions