Manager Certification Growing in Government Contact Centers: RCCSP Professional Education Alliance
Not surprisingly, more government contact center managers are turning to certified training as a dollar-smart way to bolster their skills and to demonstrate their professionalism to public officials and the public they serve; that they are qualified as well as experienced to deliver the best service for the limited availability of revenues.
“The number of contact center leaders pursuing certification in the public sector has been steadily growing,” reports Nina Kawalek, spokesperson for the RCCSP Professional Education Alliance, the accreditation, examination and certification body for the call center industry's most comprehensive suite of professional certifications. “With more and more certified managers leading the charge, public sector call centers are better equipped to face these challenges and to implement the proper improvement strategies.”
Certification also has another benefit: it improves the ability of governments to recruit the best and brightest nationwide through specifying that the applicants have those qualifications. That makes new manager screening, hiring and transition time easier and shorter.
The Certified Call Center Manager (CCCM) designation is the fastest growing contact center industry certification in the U.S., says Kawalek. Hundreds of credentialed professionals and candidates are entering the RCCSP program each year: most recently the U.S. Department of Finance and Accounting, The U.S. Treasury Department, the Federal Reserve Bank of Minneapolis and the City of Atlanta (Ga.) Department of Watershed Management.
The rigorous certification process requires proof of each candidate’s competency in the form of a real on-the-job performance improvement implementation. This translates into better service to the users of public services and a return on certification training within the same budgeting cycle.
"Knowledge gained from my experience with RCCSP has improved our center's ability to cope with the demands of the work responsibilities,” says David Jacobs, CCCM, and Project Manager at the City of Garland Texas Water Utilities. “The positive impacts of the certification project on our contact center were both economic and operationally based.”
In response to the trend IQPC is offering registration discounts to RCCSP-certified professionals for the First Government Contact Center Summit event in Washington, D.C., Dec. 6-8. IQPC (News - Alert) will be extending these same registration privileges to RCCSP-certified leaders attending IQPC contact center industry events throughout 2011, including the upcoming Call Center Week Summit in Orlando, Jan. 24-27, 2011.
The Government Summit is "specifically designed for contact center leaders to address the unique challenges and opportunities around people, process and technology management in the public sector," explains Christopher Baucher, IQPC Program Director for the event.
“It’s one of the most important forums in North America for sharing progressive management ideas and practices for public sector call centers,” adds Kawalek. “RCCSP is encouraging every Certified Call Center Manager in a public sector contact center to attend and to investigate new approaches for dealing with the challenges specific to government service and support centers.”
The RCCSP Professional Education Alliance’s Call Center Manager Certification Training program is she says the most popular management certification program in the call center industry today. Over a three-day period, attendees learn the art and the science of contact center management and hone tactical management skills necessary to manage day-to-day operations. Open-enrollment CCCM preparatory training programs are available year-round across the U.S. The course is scheduled in 17 major and secondary cities during 2011, including:
March 30-April 1 -- New York, NY
April 13-15 -- Chicago, Ill.
April 27-29 -- Houston, Texas
May 18-20 -- Atlanta, Ga.
June 22-24 -- Las Vegas, Nev.
July 13-15 -- Toronto, Ont. Canada
“The Government Contact Center Summit is an opportunity for learning about industry trends, technological developments and the regulatory landscape,” says Jean Luis Caamaño, Events and Media Relationships Manager for RCCSP. “Presentations on public sector issues like removing barriers to citizen engagement, delivering superior customer service and improving operational performance compliment the topics covered in the Call Center Manager Certification training program. It’s an ideal form of continuing education for public sector CCCMs.”
Brendan B. Read is TMCnet’s Senior Contributing Editor. To read more of Brendan’s articles, please visit his columnist page.
Edited by Patrick Barnard