Kirkwood customer service program made big differences in the Corridor
A dozen years into a key job training program, officials at Kirkwood Community College have seen graduates move far above and beyond their initial career and life situations. In fact, their Call Center Customer Service Certification program has recently been highlighted as a successful worker training solution in a research study conducted by Kirkwood and Iowa Workforce Development.
For one example, a local resident credits the program with a new start on life following a major natural disaster. Barbi Martin relocated to Iowa following the devastation of her Texas home by Hurricane Rita in fall 2005. She had little work experience outside the home and was finding even part-time employment difficult in the Cedar Rapids area.
When Martin heard about Kirkwood’s call center training program, she thought it would be a good fit with her naturally outgoing personality. Kirkwood Workforce Programs Director Bethany Parker concurs. “Barbi did a marvelous job in the training and worked hard to bring her technical knowledge up while learning about the call center industry. She soon developed a lot of confidence and began assisting other students as well as her own skill-building. Barbi had perfect training attendance and graduated at the top of her summer 2006 class,” Parker recalled.
Soon after completing the training session, Martin started doing customer contact work with one of Kirkwood’s local training partners. She rapidly advanced and won several company honors for her work, including two “Peak Performer” awards. Martin not only has advanced in her profession but has recently purchased a home in Cedar Rapids.
When she considers the past four years, Barbi Martin considers her training and opportunity a great gift. “I appreciate the opportunities very much. All things are possible to those who believe,” she said.
Kirkwood Associate Vice President of Continuing Education Kim Johnson said Martin’s career advancement is not unusual for graduates of the college call center training program. “We have seen many positive results and good advancement stories such as Barbi’s in the past decade with our Call Center Customer Service training. For many program graduates, their innate abilities and desire just needed a clear direction and tangible opportunity for initial employment. We know from our recent IWD study that many of our graduates enjoy wage increases and career advancement far beyond the levels of others who did not take or complete the training. When people can do better financially and personally, all of us in eastern Iowa are the winners,” Johnson added.
Kirkwood and Iowa Workforce Development recently completed a wage and employment study of college call center training students. More than 200 participants were surveyed from training sessions of 2004 through 2007. The study showed strong increases in both employment opportunity and wage improvement for program completers. Wages immediately following graduation improved by 35.8 percent for the first six months following the training. For overall training completers, the positive results continued over the years, with an overall 74 percent improvement in wage rates after three years of training completion.
The initial Call Center Customer Service Certificate program was developed by Kirkwood in partnership with eight employers in 1998, providing essential skill training in a 13-week education session. Kirkwood partnered with these employers to develop a customized curriculum and industry credentials to meet the workforce skill set needed in industry. Current customer service and call center industry partners include AEGON USA; GE Capital; Alliance Claims Solutions; RuffaloCODY; Vangent, Inc.; US Cellular; and Infinity Contact, Inc.
The training series gives participants certification in financial services, technology and telephone communication skills, plus a variety of customer service strategies taught in a hands-on call center environment. Kirkwood has completed 10 training program sessions, with a new training session set to begin April 19, 2010.
Area employers and prospective trainees can get more information on the program by contacting Kim Johnson via e-mail: [email protected] or by calling Kirkwood Continuing Education, (319) 398-5529.