Both call center certification and "people" certification will grow but "people" will grow more slowly.

Call center companies do not require employees to be certified in order to be hired.  (One issue is who pays for certification – the company or the employee?)  It is currently difficult for companies to find qualified people and if they were to only be looking for certified people then they would be limiting the labor pool even more.  Once hired companies must justify the expense (time, dollars) of certification and there are few agent certifications available.

The call center certification will grow because good certification criteria are a roadmap to higher quality and lower costs. It shows a call center how to gain efficiencies, reduce costs and increase customer satisfaction. Call center people will use it to gain consensus on strategy and tactics.