A lot of companies are passing off training as certification, but that’s not true certification. True certification is a formal, test-oriented process. Programs should include a thorough assessment process, such as real-time demonstrations of competencies in which program officials observe performance.

What are some of the pros and cons of certification? Certification tends to attract diverse, high-level support professionals who have the ability to tackle multiple projects. It also allows you to promote career development and productivity within your organization.

Certification is expensive to establish, and the Catch-22 is that your representatives could demand higher compensation once they’ve been certified. There is also the possibility that your employees will seek other employment opportunities because they are more marketable. You have to make certification serious enough so that representatives very clearly either pass or fail. But testing can create anxiety and may create negative reactions, especially when compensation is attached to success.

Do turnover rates lower management’s interest in certification? It is true that representatives who go through certification become very marketable, especially in the telecom industry. However, companies put a contract in place that, in essence, says you have to stay for one year.

 “Motivate them, train them, care about them and make winners out of them. We know that if we treat our employees correctly, they’ll treat the customers’ right. And if customers are treated right, they’ll come back.”
J.W. Marriott, Jr. Chairman, Marriott Corp.

Certified representatives are staying in their jobs longer. Once becoming certified, staff seem to become a more career-oriented group and tend to stay within their organization. They have a lot more self-esteem and become more productive. Some companies provide incentives, for instance, if the representative does get certification, in the form of better appraisals and promotions.

Firstmile offers certification programs in the areas of LTE and Project Management.


Firstmile Training Consultancy has Full Accreditation as a Provider of Education & Training for the provision of learning programs and issuance of certifications with the Knowledge and Human Resources Development (KHDA), Govt of Dubai, UAE.