DCSP® Certification

DCSP - Direct Contact Service Professional
World-class credentials for customer service professionals recognized across the globe

What does it mean to be a certified Direct Contact Service Professional?
It means that you have proven your dedication to taking service seriously. It means that you know that putting the customer first is a win for everyone, and your organization and your customers can rely on you as a true customer service professional. It means that you have passed a rigorous examination in the discipline of customer service and that you are committed to the highest standards of excellence and ethics in service for every customer—internal and external—with every interaction. Earning the internationally recognized DCSP® designation elevates your standing in the discipline of customer service.

The DCSP designation is designed for direct contact employees, including customer service representatives, call center staff, etc., and focuses on pertinent topics such as customer interaction, communication, rapport and relationship building. If you are a management-level professional (supervisor, manager, director, etc.), please visit the CCSP Certification page.

EXAM DETAILS

• Exam process:
  1. Prepare: Purchase the required study guide, Maximizing Customer Loyalty by C. William Crutcher. All exam questions are based on this book. No other preparation is required.
  2. Register online:
     • As an individual—you will need to create or log in to your NCSA account first.
     • Enroll a group for discounted fees.
  3. Take exam online: You may then take the DCSP exam immediately or return to your NCSA account later to launch the exam.
  4. Receive certification: Score 75% or higher on the exam, and receive your DCSP certification! The certification is valid for two years.
  5. Become life-certified: At any time after earning your DCSP certification, you may apply for DCSP Life-Certification for lifelong recognition of your commitment to service excellence.
     
• The online DCSP exam consists of 120 multiple choice questions covering topics from the study guide, Maximizing Customer Loyalty.
  
• The exam is self-paced and immediately provides a pass or fail result. You must score 75% or more to pass.
  
• If you fail the exam you may retake it. View the Exam Retake Policy for more information.

Upon successful completion, certification recipients will receive:

1. DCSP certificate with a unique ID number (both printed* and PDF), an official validation of your expertise and commitment to customer service excellence. Display your printed certificate in the workplace and use the PDF to share your accomplishment digitally. (*Non-US residents may request printed certificate for an additional fee.)
2. Digital badge to showcase your achievement on email signatures, résumés, and social media accounts. This badge instantly communicates your professional dedication and sets you apart in today's competitive job market.
3. DCSP lapel pin** to wear proudly as a visible symbol of your status as a certified DCSP. This pin is a constant reminder of your commitment to upholding the highest standards of service in every interaction (**US residents only).

EXAM FEES	Individual	Group of 2+ Individuals
	Register as an Individual	Enroll a Group
General	$325 USD	$305 USD / ind.
NCSA Member Discount	$275 USD	$255 USD / ind.
Student Discount	$260 USD	$240 USD / ind.
Non-Profit - 501(c)(3) Discount	$260 USD	$240 USD / ind.
US Veteran / Active Military Discount	$260 USD	$240 USD / ind.
Workforce Development Groups	N/A	$175 USD / ind.

For additional information contact us at DCSP@nationalcsa.com.

 

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