The National Certificate in Contact Centre Operations (Level 3) is the NZQA qualification benchmark for Customer Service Representatives. It can be completed over one year while working in a Contact Centre. Any Customer Service Representative who's working in a Call Centre or Contact Centre in New Zealand can complete this qualification. The qualification promotes strong customer service ethics, expert professionalism in the Contact Centre environment and pride in the industry.

1. The programme is available in an e-learning and print format.
2. The assessment tasks are designed to be completed in the Contact Centre world. They are easy to understand.
3. The programme champions customer service principles that can be refreshed on multiple levels throughout the Contact Centre.
4. The programme models the current thinking on customer service in the Contact Centre industry.
5. The qualification can be completed in a self-paced setting.
6. Training manuals provided are designed specifically to the Contact Centre audience.
7. The programme is New Zealand centric and includes cross cultural examples.
8. The training manuals cover each unit standard, with in-built embedded literacy and learner reflection activities.
9. The qualification guides a Customer Service Representative through a range of skill sets that support great Contact Centre behaviour.
10. The qualification can be applied to induction and refresher training events.

What are the possible outcomes for you, your staff and the contact centre?

• An increase in first call resolution rates.
• Lowered abandonment rates.
• A lower level of customer complaints relating to customer service issues.
• Lowered sick leave levels based on customer service representatives understanding stress management.
• Retention of knowledgeable staff within the Contact Centre.
• An increase in a culture of coaching and mentoring.

What will a Customer Services Representative gain from this programme?

• There may be an increase in their internal and external customer service skills.
• Their professional oral and written communication skills may improve.
• They may gain an opportunity to develop within the company over the 12 months it takes to complete the qualification. This includes establishing strong relationships with managers and team members. 
• Their specialised skills in the Contact Centre are recognised, together with a sense of pride in the role.

What happens next?
Your ESITO contact person will do the following.

1. Complete the initial sign up process with you.
2. Provide you with assessor options.
3. Work closely with you to consider the programme structure and training options.
4. Provide the structured qualification framework.
5. Consult with you about the provision of all resources for the programme.
6. Provide the assessment for the qualification free of charge.
7. Keep in contact regularly with you.
8. Register credits.
9. Acknowledge credit completion (including celebrating through graduating!).

Want to know more? 
The person to talk with is Ange Brooking. Call Ange on 07 577 8895 or 021 525 414 or email her at ange.brooking@esito.org.nz.