Recent study shows Kirkwood training program delivers higher incomes, job opportunities for many
For more than a decade, Kirkwood Community College officials have been pretty sure of the results of their Call Center Customer Service Certification program. They heard from training graduates and local employers that the fast-paced, focused learning yielded better entry-level workers and promising prospects. Now a detailed research study has been released to put details to that feedback.
A market study conducted by Iowa Workforce Development was published in January, showing the employment and wage values of the program to more than 200 eastern Iowa training program completers. The findings show a significant improvement in wages following completion of the training, as well as job placement and retention in companies that employ customer service representatives.
Associate Vice President of Training Services Kim Johnson says the study put a spotlight on the value of the training program for those seeking opportunity in the Iowa job market.
“We have seen and heard success stories from some employers and training graduates for years, but these figures show how important the practical training is for our overall Corridor economy and the customer service industry sector. This is a program we developed and refined with strong support of our local customer service industry and the trainers in the classroom. This training has been opening doors for hundreds of people and we know the program works for all concerned,” Johnson said.
Among the key findings of the IWD market study, statistics show an overall wage increase by more than a third (35.8 percent) among trainees who completed the program, six months after program completion. The majority of trainee participants in the study were ages 25-49 (62 percent) and had the highest completion rate (63 percent) of the major groups in the study. The youngest trainee group, 18-24-year –olds, had the greatest post-training income growth with an 86 percent improvement in the quarter following training completion.
Single and related/single parent households had the highest percentage of participants in the study. The research also showed a significant improvement in household earnings among all the groups studied. Single-person households had the most dramatic income improvement three years after completing the training, with a 168 percent increase in wages.
The positive results continued well after training for completers of the program, with those who finished earning significantly more per quarter, representing a 74.5 percent increase in wages for completers prior to training to three years after training completion.
The study was conducted with a sample of 218 program participants from 2004 through 2007. Overall, the analysis showed a majority of people who completed the training (completers) increased their wage level and held steady employment compared with those who did not complete. The average wage of training completers was 112.3 percent higher than that of non-completers three years after training.
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.
The training gave 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. Certification is based on skill assessments and attendance.
Kirkwood has completed 10 training program sessions, with a new training session set to begin in mid-April 2010. Customer service and call center industry partners include AEGON USA; GE Capital; Alliance Claims Solutions; RuffaloCODY; Vangent, Inc.; US Cellular; and Infinity Contact, Inc.
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.