How contact centre qualifications can help drive your organisation forward   

Young woman works the support desk at a call centre

There’s nothing like a beautiful start to the day when you’re ready to embark on a fun road trip with family or friends. Bags are packed, you’ve got hot drink for the road, and you’re ready to head on destination holiday. You’re in the vehicle, seat belt’s fastened, playlist ready – that’s when you realise you don’t have a key to start the ignition. You can’t go anywhere until you find it. Just like a car key makes the engine start, a stable and strong contact centre is the key to a functional business. 

In our competitive work environments, attracting and retaining great people to your contact centre can be a challenge. Deploying the Skills Contact Centre programme, which facilitates your team’s ability to achieve a nationally recognised qualification, can be a great way of setting your business up for success. How can the programme add value to your organisation? 

1) Attracting great people  

As an employer, the programmes you offer can play a huge role in the way new recruits perceive your organisation. Qualifications, such as The New Zealand Certificate in Contact Centres (Level 3) version 2, makes your organisation a great place to commit to, as they signify to new recruits that an organisation cares about its people and wants to set them up for success by acknowledging them with a nationally recognised certification. Plus, this pathway gives people motivation from the outset. By setting a healthy foundation from which staff can grow, employers benefit from the team they already have, rather than having to re-hire and re-train new talent. 

 2) Keeping the team together   

Your contact centre team is on the front line, representing your business no matter what they face. They are responsible for delivering a great customer experience when talking to people who’ve just had their car towed, worked double shifts or are hangry – they are on-point to solve problems in what may not necessarily be hospitable circumstances. It’s a lot. 

You can show that you value the contribution that they make to your team through qualifications. This validation can benefit their self-esteem while building their confidence and strengthening their commitment.  

Plus, online training is beneficial to the entire time, for learners as well as team leaders. Digital courses don’t require transport which makes it less costly for employees. Its convenience can’t be beat: You can do it from anywhere, home or work, which means it doesn’t cut into office hours as much, or people’s free time. And it requires less involvement from managers, because there’s a lot less to organise. 

 3) Measuring your training to ensure ongoing excellence 

Skills Contact Centre programme is designed to consolidate the training that you are doing in your workplace.  The integrated learning refreshes and corrals what you have already done around a learning and assessment subject – it’s suitable for all Contact Centre Operators, both new to the sector and more experienced.  Throughout the learning experience, workplace activities provide opportunities to refresh and contextualise the subject matter to your organisation’s processes and practices. 

Even the most organised people with the best laid plans can find themselves sitting in a vehicle without a key – and they won’t get from A to B.  To get anywhere in business, great customer service comes from investing in your call centre with qualifications.