From the corporate perspective
Drake Training and Technologies and Dataquest Worldwide Services Group found that, "The significant investment companies have made in training and certification is creating a positive return for them and their customers." In the study (published in the February 1995 issue of Service News), they reported that managers believe they receive more value from certified employees through higher levels of service, quicker assimilation of technology and higher productivity. Certification was also an indicator of whether training efforts were effective and if students had truly mastered certain skills. They also expressed that certification is one of the early quantifiable indicators that companies are getting a return on their training investment.
Certification establishes precise job criteria that define clear expectations for employees. These specifications motivate people to master new behaviors. They also give coaches a precise track to follow when investing in the skill and knowledge of their people. Certification ensures everyone is moving in the same direction.
Certification lends credibility to the company's image. "Our people are certified. They have demonstrated the skills and knowledge required to provide superior service and sales."
From the employee perspective
Certification gives employees motivational goals. Certification provides a framework for individual development. It allows employees to choose the track that's right for them.
Often employees are "picked" from our call centers to serve in other departments because call center operations have found it difficult to establish a meaningful career track.
Certification recognizes and rewards individuals for growth in skill and knowledge. It is a formal evaluation process that tests and confirms individual proficiency levels. This builds self esteem and company pride.