Maricopa Skill Center (MSC) is launching a Customer Service Program in September at the Northwest Campus in response to the changing needs of the market.
The Customer Service certificates will prepare students to work in the call center industry, teaching them how to respond to the customers needs and how to grow technical and interpersonal skills to provide quality service.
“The program will prepare students to understand the industry and also build quick and critical thinking to provide the best customer service to clients and customers,” said Gayla Burnett, MSC Business & Technology program manager.
MSC partnered with Newbridge Telecom Solutions to create a curriculum that reflects the industry standards for service centers and call centers. Newbridge also provided their service center computer platform for students to train on in the program.
“The service center industry suffers from under developed employees,” said Steve Cramer, senior vice president of operations at Newbridge Telecom Solutions. “Training programs like Maricopa Skill Center’s train employees to have the level of education to make them successful in their career.”
The program has four certificate options students can choose from: Call Center Careers, Call Center Representative, Call Center Management and Certified Customer Service Representative/Call Center Representative.
The Call Center Careers certificate provides students with a look into call center careers and is designed to help students understand customer service concepts. Students will learn call center operational functions and performance expectations. The certificate takes approximately two months, 204 hours, to complete with an estimated cost of $1,046.
Call Center Representative certificate is a short-term technical program that provides participants with the knowledge and skills needed to work in the fast paced call center environment. Students will learn skills to effectively deal with customers found in many areas in business, including manufacturing, banking, retail, tourism and hospitals. The certificate takes approximately two months, 204 hours, to complete with an estimated cost of $1,046.
Call Center Management certificate is designed for call center or service center agents who work in a call center environment. The course focuses on management techniques to help the student be successful in a call center environment. It prepares the student to respond to employees needs, give evaluations and structure a call center. The certificate takes approximately two months, 204 hours, to complete with an estimated cost of $1,046.
Certified Customer Service Representative/Call Center Representative will train students to work on state of the art equipment to gain an understanding of how to communicate through various forms, as well as develop skills to listen and respond to customers needs. Skills are developed though hands on training. The certificate takes approximately six and a half months, 636 hours, to complete with an estimated cost of $3,231.
The Customer Service Program was previously housed at Maricopa Skill Center Buckeye Campus.
“From an industry perspective the location on Bell Road is great to support the call center and service center environment in the area,” Cramer said.
MSC-Northwest Campus is located at 2931 W. Bell Road, Phoenix.