Resources

+ ICCAP Authorized Training Courses

The following organizations are authorized to deliver education to support the three levels of certification:

+ Tips to Secure Employer Funding for Certification

Here are our tips for securing company funding for your certification exam.

1. Adopt a business case mindset

The way to tap into your employer's coffers is to develop a compelling one-page business proposal. It will require an understanding of costs, benefits, and how you will demonstrate a return on investment. Your employer won't invest in your attempt to improve your marketability without understanding how the organization will benefit from their investment.

2: Develop a one-page proposal

The proposal should include a one-sentence summary, a list of benefits, a list of costs, and a return on investment section. A sample summary might read:

    Provide company sponsorship for __ to earn the Customer Advocacy Professional Level 2 Certification.

3: Identify the benefits to your company

In the Benefits section, list a few bullets about the organization's benefit to funding your exam. For instance, benefits might include:

  • Exhibits organization's expertise and domain knowledge in customer advocacy standards, processes, and formal techniques
  • Proves organization's customer advocacy maturity
  • Establishes an in-house resource for best practices and processes
  • Addresses employee development and educational goals
  • Validates the company’s high level of expertise in customer advocacy
  • Tells your clients that your company holds its staff to the highest professional standards
  • Studies have shown that employees with professional certifications are more productive
  • Exhibits company employee commitment by investing in personal development
  • Differentiates the company from the competition

4: Identify the costs

In the Costs section, list the cost of the exam and any associated costs such as travel or time out of the office. If possible, list more than one option to provide flexibility. When you review the proposal, you can talk about the options and discuss which one makes the most sense.

Larger companies often provide training opportunities for their employees, and some even mandate specific numbers of hours of training per year. The corporate training budget is an opportunity to apply these funds to your Customer Advocacy Certification instead of to mandated training.

5: Provide the Return on Investment

The goal of the Return on Investment section is to outline how you'll give back to the organization and use the knowledge gained in a quantitative or qualitative manner. Your manager will want to know how you'll apply the knowledge given the investment. Here's sample language of what you might include in your Return on Investment section.

Using the knowledge from the Customer Advocacy Certification, I will:

  • Facilitate a Customer Advocacy Training Study Group for three months during which I help other employees prepare for their exam
  • Facilitate best practice sharing sessions for all involved in customer advocacy in the company
  • Review our processes to increase efficiency

Summary

In conclusion, to secure funding for your certification you must first demonstrate the value of the certification; to your professional development and especially to your company's longer-term success. Next, you need to include all relevant details such as timing of the exam, what it will cost, and other associated expenses. Then tell your company how you will bring value back to the organization. These simple steps will go a long way in ensuring that you receive this important certification without having to bear the costs alone.

+ Frequently Asked Questions

1. Do I have to take the CCAP exams and earn CCAP I, II, and III Certifications in order?

    Yes; Each level of certification - CCAP I, II, and III - must be attained in sequence as each level of certification builds on the knowledge of the previous levels. While CCAP I Certification does not require proof of extended experience, CCAP II Certification requires proof of 2-years of experience and CCAP I Certification, and CCAP III Certification requires proof of 5-years of experience and CCAP I and CCAP II Certifications.

2. I am not located in the United States so do not currently have access to an ICCAP-Approved testing center. Is it possible to take a CCAP certification exam internationally?

    ICCAP offers the option for anyone in the world to take a certification exam online. Please see the Take an Exam page for more details.

4. Are there study materials for each level of the certification exams?

    ICCAP relies on authorized training partners to deliver materials relating to all levels of certification.

5. I have considerably more than 5 years of experience in the customer advocacy discipline; Can I be accredited without taking a CCAP certification exam?

    No; to earn a CCAP credential, you must pass the associated CCAP exam and be able to provide proof of the associated certification prerequisites. To learn more about certification prerequisites, please visit our Certifications page.

6. What is the format of each exam?

    The format of the exam for all three levels of certification is the same. CCAP certification exams consist of 60 multiple choice questions that practitioners will have 1 hour to answer. Exams are delivered online, though in-person proctored exams at ICCAP-Approved testing centers are available by request. All exams are closed-book. For online exams, a digital calculator is provided through the testing platform. For in-person exams, a pen, scratch paper, and a calculator are provided at testing centers the day of the exam. To pass an exam, you must score at least 85% (at least 51 correct answers out of 60 questions). Exams are only available in English at this time.

7. What is a passing exam score for each level of certification?

    To pass an exam, you must score at least 85% (at least 51 correct answers out of 60 questions).

8. Are there any prerequisites to earning a CCAP certification?

  • CCAP I does not require a minimum amount of experience.
  • CCAP II requires: CCAP I Certification, at least two years of experience in a customer advocacy-related field, and two professional references that can validate a practitioner’s expertise.
  • CCAP III requires: CCAP I Certification, CCAP II Certification, at least five years of experience in a customer advocacy-related field, and two professional references that can validate a practitioner’s expertise.

9. I just purchased an online exam through ICCAP's website but am unsure how to begin the exam.

    All online exams are delivered through ICCAP's online testing platform - Gauge. When you purchase an online exam through ICCAP's website, you will receive a one-time use, personal access code to the testing platform in your order confirmation email. Follow the instructions in the order confirmation email to register on the testing platform and validate your exam purchase with your personal access code. If you did not receive an order confirmation email or are unable to register on the testing platform, please contact us.

10. I was in the middle of my certification exam when my internet connection crashed. How do I proceed?