Contact centres play a huge role in the way clients and stakeholders perceive an organisation. The way staff deal with queries, disputes and various personalities has an immense influence on the relationships your organisation has with its clients.
Skills can work with you to equip your team with the key competencies needed to improve contact centre performance, as well as help you build career pathways for staff and improve staff attraction and retention.
85% of organisations say customer experience is a key competitive differentiator.
Deloitte, Global Contact Center Survey 2019
63% of organisations are planning to invest in the expansion of their training programs.
Deloitte, Global Contact Center Survey 2019
For the learner
For the employer
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.
New Zealand Certificate in Contact Centres (Level 3)
This qualification covers the range of basic knowledge and skills needed to operate effectively in the high-pressure contact centre environment.
New Zealand Certificate in Contact Centres (Level 4)
This qualification is for people working in a contact centre workplace environment. It is recommended that learners have already achieved the New Zealand Certificate in Contact Centres (Level 3) or can demonstrate equivalent knowledge and skills.
Here’s the most commonly asked questions on what makes up a training programme and how these programmes 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.
If your company already has strong internal training, alignment could be a great option. An alignment involves an assessment specialist looking at a company’s induction programmes, training and structured learning and mapping this to the competencies needed to gain a National/New Zealand qualification.
The assessment specialist may then recommend a supplementary assessment resource to fill any specific assessment gaps needed to ensure that staff can obtain the formal recognition they deserve. This tool relies on great support by managers/team leaders through verification (they would be fully supported by Skills through training to obtain the necessary skills to do this).
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.
Learners 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.
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.
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: