September 9, 2020
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The 2nd diet of Basic Certification in Customer Service (BCCS) program will take place in Ghana from October 29th – 31st. The training would be held online via the ICSP e-school Learning Management System (LMS) and Zoom platform.

The bi-annual certification program is a professional training and certification curriculum of the West Africa Association of Customer Service professionals (WAACSP) for prospective customer service practitioners in the West African sub region.

On the heels of a highly successful 1st diet training which was the first professional certification program to hold online in West Africa, ICSP (Institute of Customer Service Professionals) Ghanaians premium customer service institute will yet again put out a tech driven learning, evaluation and assessment system for the program. Having been rated 4star by WAACSP for the last diet and with a resounding commendation by participants in diet 1, we are poised to deliver excellent certification process.

The program, this diet will involve:

1- pre program test.

2- two weeks online module accessibility pre program.

3- in class exercises, role plays, breakout sessions.

4- After class test with result populated immediately and added on continuous assessment for certification.

5-  On boarding interactive WhatsApp group platform for mentoring by facilitators, networking with co-participants , jobAlerts and related industry news pre and post program.

6- Customer Relationship management tools training online complaint resolution training with case scenarios and input methodology

Successful participants from this diet will form the last batch of cohorts to be inducted in January 2021 by WAACSP.

Program details

Sept 10- registration portal opens.

Oct 2– School portal opens, participants have access to modules and reading materials.

Oct 16- Registration closes.

Oct 17– Onboarding, introduction to training

Oct 29- Training starts

This session promises to be yet another memorable certification process for participants.

Registration details

Fee: Reduced fee of Ghc 300 (including WAACSP membership certificationfee).

Last session was two streams and both streams was over subscribed, due to WAACSP restriction, this session is ONLY ONE STREAM so spaces are limited and participation is on a first register basis.

Register today by clicking REGISTER


May 25, 2020
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The West Africa Association of Customer Service professionals will hold its inaugural Customer Service training and certification program for aspiring customer service professionals in Ghana in the month of July 2020. Before the corona virus pandemic, Ghanaians have had to travel to Nigeria for the certification exercise.
This year, WAACSP in partnership with the Institute of Customer Service Professionals (ICSP) in Ghana would deploy complete Elearning platforms for this process. In view of the current global situation the certification authority: West African Association of Customer Service Professionals (WAACSP) has developed a new curriculum to reflect updatedonline job skills and structured to 100% E-school to be used across the region.
The training assessment will involve:
  1. 6 new modules including CRM online study.
  2. Module by Module exercise.
  3. Break out team sessions.
  4. Individual continuous online module by module assessment and assimilation evaluation.
  5. Multiple facilitators.
  6. Pre, during and post training WhatsApp group to aid interaction, networking and training support.
  7. Module by module audio playback available to participants to make up for internet fluctuations and other technical issues during class session.

This is not a Webinar.

Program Details

Customer Service Training & Certification Award: Basic certificate in customer service ( BCCS)Issuing Authority: West Africa Association of Customer Service professionals (WAACSP)Recognized as: A certified Customer Service Professional and member of the West Africa Association of Customer Service Professionals Training by: ICSP – Ghana Dates: 16th – 19th July 23rd – 26th July Time: 10am or as agreed by all. Venue: Online ICSP – Ghana E – school portal Fee: Ghc 450 but reduced to Ghc 250 Fee covers all e-materials, access to school portal, modules and certificate. Requirement: Minimum of HND academic qualification. English or French plus one local language Successful participants will have their profile on the professional members page of WAACSP. Click here to view the members page. Being listed on the page increases members recruiting and engagement chances Registration Pay program fee via any of the payment platform listed below Click HERE to pay On confirmation of payment, you will receive via your mail box: 1: e-receipt 2: program booking form. 3: login code to access the school portal. Manual modules are available on the school portal for participant to read ahead of the program. (Click www.icspghana.com to view ICSP school portal) For more details please chat – +233 54 323 3390 or 0543019186.


March 9, 2020
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The West African Association of customer service professionals (WAACSP) for English Speaking ECOWAS Countries have announced the body’s governing board for 2020 – 2022.

The doyen of customer service in Ghana and head consultant institute of customer service professionals- Ghana, Yvonne Ohui MacCarthy will pilot the affairs of the 5 man board with the task to project and promote the body’s visibility across the region, professionalize and bring customer service practitioners across the region under one umbrella with a view to strengthen the profession, increase service delivery, awareness and demand acceptable standard from employers, Government and practioners.

Yvonne Ohui MacCarthy is a UK trained Banker and Customer Service Professional with certification from the London institute of Banking and Finance (LIBF). She also hold recognition award from the London school of public speaking and award for Advance training the trainer from Institute of leadership and management (ILM) UK. Her work experience includes customer service Jobs at NatWest Bank and Santander.

She’s currently head of consulting for ICSP- Ghana and lead consultant for British council across the West African Sub-region. She has trained many individuals and businesses in Ghana, Sierra Leone, Liberia and Cote D’Ivoire under the institute of customer service professionals and the British Council on their Connecting classrooms project (4 years).

Other members of the board include: Nelson Simeon Benson (Technical and Strategy) Araba Nana (Regional Integration) Chris Anozie (Secretariat) and Barrister Martins Nzube (Legal)

The board is also saddled with induction of WAACSP members with the three (3) inductions billed for 2020 to hold in Lagos, Accra and Freetown.The tenure of the board expires February 28, 2022.

Source: Thewaacsp.com

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