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http://www.phoenix.edu/corp/bt2
Contact: Steven Rajakovich, Corporate Education Liaison
Email: steven.rajakovich@phoenix.edu
Telephone: 800.932.6801 or 602.387.9802
The University of Phoenix 'Call Center Management Professional' (CCP) program places an emphasis on the call center management body of knowledge aligned with the competencies established by the Call Center Industry Advisory Council (CIAC):
- People Management
- Operations Management
- Customer Relationship Management
- Leadership & Business Management
The program focuses on the development of critical strategic and tactical call center management knowledge and skills and provides the forum for understanding, utilizing, and capitalizing on emerging trends in the call center environment. Practical study materials, team activities and presentations to the class foster teamwork, critical thinking, self-confidence, and leadership skills.
Upon completion of the CCP program you will be prepared to test for CIAC Certification, the globally-recognized industry certification for call center professionals.
The CCP program is comprised of 6 classes that, in addition to preparing you for CIAC Certification testing, total 18 certified credits towards a University of Phoenix degree. To accommodate different learning styles, the program is delivered in classroom and e-Learning formats:
Classrooms include highly interactive experiences that are customized to a call center environment. Incorporating adult learning principles, the participant experiences individual and group exercises, pre/post assessments, practice exercises, and opportunities to apply the content to the job. Practice tests simulate the CIAC Certification testing format, allowing participants to reinforce their learning while verifying their readiness for certification testing. Our students can apply first hand knowledge and gain advanced skills while having an enjoyable experience.
e-Learning courses are similar and include participant chats, instructor interface, access to materials, and a set schedule. By joining others you have group experience and interaction while getting the support you may need for completion. Upon completion of your e-Learning experience and the CIAC Certification assessments, you will continue to have access to e-Learning for ongoing professional development.
The University of Phoenix is a private, higher education institution created to fill the educational barriers working adults were facing. As the nation’s largest private university, University of Phoenix is the premier educational and learning resource for working adults seeking the opportunity to earn quality undergraduate and graduate degrees, complete certificate programs and experience customized learning opportunities that are founded on the highest traditional educational standards. University of Phoenix prepares students to articulate and advance their personal and professional goals, regardless of geographical location.
Delivery Philosophy
The University’s faculty have advanced academic preparation and professional experience to help integrate academic theory into current practical application. The University assesses both the effectiveness of its academic offerings and the academic achievement of its students to maintain the highest academic and institutional quality.
Affiliations
University of Phoenix is a member in good standing with the: American Council of Education, Association of American Colleges, American Association for Adult and Continuing Education, American Association for Higher Education, American Assembly of Collegiate Schools of Business, Council for Adult and Experimental Learning, College and University Personnel Association, America Association Colleges of Nursing, Western Institute of Nursing, National Board for Certified Counselors, National Association for Foreign Students Admissions, Associations of International Educator.
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