Qualification Overview

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Qualification Title New Zealand Certificate in Contact Centres (Level 4)
Qualification Type Certificate
Level 4
Credits 60
Subject Area
  • Management and Commerce » Sales and Marketing » Sales and Marketing not elsewhere classified
Strategic Purpose Statement
The purpose of this qualification is to provide the contact centre industry with individuals who have the specialised product knowledge, service and customer experience skills to interact, coach, mentor, and role model the organisation's values and behaviours in a contact centre environment.

Graduates of this qualification will benefit by holding a credential that supports advancing job prospects with specialised product knowledge, service and customer experience skills applicable within contact centres and the wider industry.

Communities and organisations will benefit from having qualified people with specialised relevant contact centre skills that can provide an efficient and effective customer experience.
Graduates will be capable of self-managing within organisational parameters under broad guidance.
Graduate profile
Graduates of this qualification will be able to:

- Deliver and advocate positive customer interactions using advanced communication and problem-solving skills, specialised knowledge, and organisational collaboration.
- Interpret contact centre information to support day-to-day operations and make decisions that meet organisational objectives.
- Practice, promote and support health, safety, and well-being practices/initiatives in the workplace.
- Apply understanding of organisational policies and relevant legislation to support compliance within the workplace environment.
- Effectively coach, mentor, and role-model organisational values, cultures, and behaviours in a diverse workplace.
Education pathways
Graduates may progress to the:
- New Zealand Certificate in Business (Administration and Technology) (Level 4) [Ref: 2461].

Graduates intending to move into a leadership role may progress to the:
- New Zealand Certificate in Business (First Line Management) (Level 4) [Ref: 2456]
- New Zealand Diploma in Business (Level 5) with strands in Accounting, Administration and Technology, Human Resource Management, Leadership and Management, Marketing and Sales, and Project Management [Ref: 2459].
Entry Requirements
It is recommended that candidates have achieved the New Zealand Certificate in Contact Centres (Level 3) [Ref: 2303], or have demonstrated equivalent knowledge and skill.
Education Organisation 2 Organisations can assist in gaining this qualification
Developed By Ringa Hora Services Workforce Development Council
Quality Assured By New Zealand Qualifications Authority
Number 2304
Status Current
Created March 2014
Next Review February 2023

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Matauranga Maori Qualification

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Credits

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Strategic Purpose Statement

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Education pathways

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