Most contact centres find their existing in-house training programmes cover 70% of the training required to get a national qualification.

This means upgrading to formal training is a relatively pain free process, that provides significantly better benefits than their traditional informal training. Giving your Contact Centre team formal training is worth its weight in gold. Your team will gain the skills they need to deal with difficult situations more effectively. Their self-confidence will also improve and they will feel more valued for the skills they have. More importantly it will give them access to wider qualification pathways and better opportunities to grow their careers.

As a consequence you’ll experience lower turnover rates, better consistency in performance and improved engagement. Your brand profile as a great place to work will also improve, which will help you to attract a higher calibre of candidates which will boost your business performance.

The training creates very little disruption to daily routines, but provides organisations with invaluable customer service and team growth. It’s a win-win situation for you and your team and your customers will thank you for it.


Career Opportunities in Contact Centre


Qualification Review

Every five years we review our qualifications to make sure they still meet the needs of both the industry and the learners. The contact centre qualifications have come up for review and we'd like to get feedback from industry to make sure the reviews are relevant. To be kept informed of updates and to have your say click here. 

The benefits your organisation will gain as a result include:
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    Staff with better listening and information gathering skills

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    Improved customer service

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    Better conflict and dispute management

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    Engaged, motivated staff

Partnering with Skills
Building high performing teams is what it’s all about. Skills partners with organisations to create programmes that recognise their needs, fill gaps in skill sets and meet their industry requirements and timelines.

We can work with you to review your current practices (including induction, in-house, on-the-job and external training programmes) to map where your training systems and national requirements overlap. Once this is established we can help to align your current training programmes with the national standards, so your team can achieve formal recognition for their training and knowledge.
Customised Training Programmes
We offer a number of Contact Centre training programmes, which are designed to cause minimal disruption and take place in the workplace, while learners carry out their everyday work. Programmes can be completed through a training provider, or through a combination of workplace-based and external training, however most organisations opt for workplace-based training as its more time efficient.

In addition to the Contact Centre programmes, we also offer a number of other programmes popular with the industry.
Contact Centre  

Contact Centre

Our Contact Centre training will equip your team with a full suite of skills from entry level through to team leader roles. Students will learn everything from customer service and gathering information to technical skills and at the higher levels leadership and supervision.


Ideal for the up and comers in your organisation, business courses teach skills in managing people, resources and workplace operations. Students will gain leadership and administration skills that are highly transferable and that can help to improve business efficiencies.

How it all works
Here’s the most commonly asked questions on what makes up a training programme and how these programmes work.
  • How does training with Skills work?

    We work with businesses like yours to map out where weaknesses in skill sets lie, and how training can be used strengthen them. Our account managers will then work with you to select the right training programmes (and if required, customise them) to suit your needs.  

    Once a programme is chosen our team helps you to set up and embed the training programmes in your organisation, so that they work seamlessly with the daily activities of your staff, and with minimal disruption.

    Skills training programmes and course materials are developed in consultation with industry representatives to ensure they are relevant and can drive consistent performance and growth in your organisation.

  • How do assessments work?

    Trainees are assessed towards the end of their training to make sure they’ve gained the key knowledge/competencies they need to meet the nationally recognised standards.

    Assessments can be carried out in the workplace by trained and registered workplace assessors, or through accredited training providers. Skills can assist with sourcing registered assessors or in training up your internal staff so that they can carry out the assessments in-house.

  • What are alignments and how do they work?

    If your company already has internal training that is of a really high standard, you could look into doing an alignment. An alignment involves making a few changes to the way your training is carried out, so that staff who do your internal training receive a nationally recognised certificate.

    Skills account managers will map out your training and everyday work and compare it to the competencies needed to gain a national qualification. They will then recommend tweaks and inclusions you can make to your training so that staff can get the formal recognition they deserve. 

  • What support is available once we’ve signed up?

    The support from Skills doesn’t just stop once your company is setup with a training programme or aligned to a national standard. We offer a wide range of resources, tools and dedicated staff to advise and support you on a continuing basis. 

  • What are the differences between unit standards, credits, qualifications and certificates?

    Nationally recognised qualifications are made up by a number of unit standards, which are set at different levels. The level of the unit standard indicates its degree of difficulty. This allows people entering into a qualification to start at a lower level, with easier to achieve unit standards, and work their way up to the higher levels as their knowledge grows with training.

    When a trainee completes a unit standard, they earn credits for that particular unit. Once all the required credits have been achieved for that qualification, the trainee will be awarded either a National Certificate or a New Zealand Certificate.

    Note: NZQA has reviewed its qualification systems and decided to update it to meet changing industry and technology needs. As a result the old National Certificates are being phased out and replaced with New Zealand Certificates which are the updated versions of the old qualifications.

  • What are the benefits of training staff to national standards?

    Helping your staff to receive national recognition for the skills and training they do in their everyday work is something that pays for itself in no time at all. Here’s why:

    •  It ensures consistency in training, so that regardless of the trainer, your staff are learning the key information they need to succeed in their roles.
    •  It ensures consistency in performance as everyone receives the same level of training and ends up with a similar level of expert knowledge.
    •  It reduces error rates and re-work, which saves your business money and protects your brand name.
    •  It reduces staff turnover rates as staff feel more valued and are more engaged. Lower turnover rates protect organisational knowledge and reduce recruitment and training costs. It also helps to boost morale and improve company culture.


Excellent customer service at the heart of Mercury

skills contact centre gemma parodo mercury featured

“Taking part in our training programme means our people get the chance to achieve a meaningful qualification that recognises the level of skill we have in our Contact Centre team,” said Janet Tautaiolefua, Senior Trainer.

“It is an awesome and gratifying experience,” said Gemma Parado, one of the first graduates of the course.

“I love talking with our customers, and the training and qualification really help me do the best for them. Also, it gave me a chance to really show my kids how learning should never stop!”

See full story


Skills Contact Centre Training Thumbnail How a call centre job can help you climb the career ladder

A recent article in Stuff, shined the spotlight on New Zealand’s contact centres and the opportunities they offer. The article profiled three former contact centre employees and how they’ve leveraged off that experience to climb the corporate ladder. It also provided interesting feedback from large corporates on their recruitment processes as well as insight from the main industry body.

See the full story. 

Skills Wgtn MSD 2 The Benefits of training and the impact it had on a government organisation

Over four weeks, Skills and the Contact Centre Institute of New Zealand (CCiNZ) are partnering to produce a roadshow of events across the country. The Wellington event featured guest speakers from the Ministry of Social Development and Chandler Macleod who provided insight on their experiences in developing workforce capability. See full story.

Let’s talk

Need more information?

If you're interested in signing your team up to Contact Centre training or would to find out more, we can walk you through everything you need to know.

Send us an email

Call us at 0508 SKILLS (0508 754 557), +64 9 525 2590

Monday – Thursday: 7:00am – 7:00pm; Friday: 7:00am – 5:00pm