Qualification Overview

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Qualification Title National Certificate in Contact Centres with strands in Senior Customer Service Representative, and Management (Team Leader)
Qualification Type National Certificate
Level 3 - 4
Credits 43 - 67
Subject Area
  • Management and Commerce » Other Management and Commerce » Management and Commerce not elsewhere classified
  • Service Sector » Contact Centres
Strategic Purpose Statement
This qualification is for people who are working as, or training towards, Senior Customer Service Representative and/or Management (Team Leader) roles in contact centres (sometimes referred to as call centres). It recognises the broad range of skills and responsibilities, including quality monitoring, advanced communication skills, and technical skills that are required of Senior Customer Service Representatives and Management (Team Leaders) in this industry.

The core compulsory section is designed to ensure that all holders will have knowledge and skills relating to:
. time management
. communication strategies
. business writing
. quality monitoring in a contact centre
. knowledge of contact centre technology
. handling customer complaints in a contact centre.

The following strands are available:
. Senior Customer Service Representative represents competence in combining a range of communication skills with developing supervisory and quality assurance skills expected of Senior CSRs in this industry.
. Management (Team Leader) represents competence in combining a wide range of generally applicable supervisory skills with the specialised statistical and technological skills expected of Team Leaders in this industry. It is recognised as the first step on the Contact Centre management pathway.

After qualifying for the National Certificate in Contact Centres Senior Customer Service Representative strand, candidates may qualify for the National Certificate in Contact Centres Management (Team Leader) strand by completing its requirements.

The National Certificate in Contact Centres with strands in Senior Customer Service Representative and Management (Team Leader) builds on the National Certificate in Contact Centre Operations (Level 3) [Ref: 0643], and may lead to the National Diploma in Contact Centre Management (Level 5) [Ref: 0974].

Trainees who have gained this certificate with the Management (Team Leader) strand may also meet the requirements of the National Certificate in Business (First Line Management) (Level 4) [Ref: 0649], depending on the elective choices they make.
Entry Requirements Not available
Developed By The Skills Organisation
Quality Assured By New Zealand Qualifications Authority
Number 0739
Status Discontinued
Created March 2000
Last Reviewed March 2014
Last Date For Entry December 2016
Discontinued December 2018

Qualification Title

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Te Reo Maori Title

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Matauranga Maori Qualification

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Qualification Type

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Level

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Credits

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Subject Area

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Strategic Purpose Statement

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Graduate profile

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Education pathways

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Last Date For Entry

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Number

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Created

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