CCMG After Forever Conference Day 1, Solutions Stream 16:00 - Becoming a Professional in Today's Future Contact Centre - Barbara Knight

2. Becoming a Professional in Todays
Future Contact Centre
Overview
• Understand the cost of retaining staff and leveraging the CCMG as a
professional body
• Understand how the CCMG supports career development pathing
through implementing the professional designations
• Identify the requirements that need to be met in order to secure a
professional designation
• Maintain designation through ongoing CPD point allocation

3. AUDIO

4. Becoming a Professional in Todays
Future Contact Centre
CCMG Value Proposition
• We will support your Employment Engagement Strategy
• We will support your Career Development Path by aligning
the job descriptions to professional designations
• You can register in-house training as CDP points through
Skillzbook.com

5. Becoming a Professional in Todays
Future Contact Centre
Agent
Team
Leaders
Call Centre
Manager
Directors Executives
Career Path
6-24 months
experience
18 months or
more
experience as
a seasoned
agent
18 months
or more
experience
as team
leader
Operated as a
Contact Centre
Manager for
between 5 – 10
years

6. Becoming a Professional in Todays
Future Contact Centre
Natural Career Path - Agent
18 months or more
experience as a
seasoned agent
18 months or
more experience
as team leader
Operated as a Contact
Centre Manager for
between 5 – 10 years
Level 1: Junior Agent
An applicant must have
completed a National Certificate
in Contact Centre Support
(NQF2) or Contact Centre and
Business Process Support
(NQF3)
Successfully completed the
entry level examination at Level
1, within three months of
starting in the industry; AND
Have a matric certificate or
equivalent; in the event of a lack
of a tertiary qualification, more
than 10 years business
experience
Level 2: Seasoned Agent
An applicant must have
completed a National Certificate
in Contact Centre Support
(NQF2) or Contact Centre and
Business Process Support
(NQF3)
Successfully completed the
entry level examination at Level
1, within three months of
starting in the industry; or
successfully completed the Level
2 entrance examination.
Have more than 2 years generic
work experience plus 6 months
contact centre experience; and
Have a matric certificate or
equivalent
Level 3: Team Leader
An applicant must have
completed a Further Education
and Training Certificate in
Contact Centre Operations at
Level 4
Eighteen months or more work
experience as a Contact Centre
Agent
Successfully completed the
entry level examination at Level
3; and have more than 6 months
team leading contact centre
experience

7. Becoming a Professional in Todays
Future Contact Centre
Natural Career Path – Team Manager
18 months or more
experience as a
seasoned agent
18 months or
more experience
as team leader
Operated as a Contact
Centre Manager for
between 5 – 10 years
Level 4: Manager
Successfully completed a Further
Education Training Certificate
Generic Management (NQF4) or
National Diploma Contact Centre
Management (NQF 5)
Relevant work experience for at least
5 years as a Workforce Manager
Eighteen months or more work
experience as a Team Leader or
equivalent position
Successfully completed the entry
level examination at Level 4; and
have more than twelve months
generic management contact centre
experience
Level 5: Executive
Successfully completed a National
Certificate in Generic Management at
(NQF 5)
Operated as a Contact Centre Manager
for between 5 to 10 years.
10 years business advising experience
Successfully completed the management
level 4 examination
Successfully complete the executive level
examination at Level 5

8. Skillzbook.com