Contact Centres

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Lift customer engagement and improve business performance

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.

Recent global research confirms just what’s at stake:

85% of organisations say customer experience is a key competitive differentiator.

63% of organisations are planning to invest in the expansion of their training programs.
– Deloitte, Global Contact Center Survey 2019

The numbers speak volumes. Your contact centre has the potential to increase conversion, dramatically improve service perceptions and really make your clients and customers feel valued.

What are the benefits?

For the learner
  • Increased confidence in day-to-day work practice
  • Access to wider qualification pathways and better career opportunities
For the team leader
  • Engaged and motivated staff
  • Consistency in performance across the team
For the business
  • Improved customer engagement and customer service
  • Engaged and motivated staff, resulting in lower staff turnover

What qualifications are available?

New Zealand Certificate in Contact Centres (Level 3) version 2

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.

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’re the only facilitator of a Contact Centre programme with an alignment assessment model. This means we can align your staff’s roles, core tasks, and day-to-day skills and knowledge to a nationally recognised NZQA qualification. 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. 

Get started with our Contact Centre (Level 3) programme

Programme Outline

The NZ Certificate in Contact Centres (Level 3) version 2 covers five compulsory assessment modules.  Each module is assessed in the workplace and graduates will be capable of working within organisational parameters with limited supervision.

  • Module One: Health and safety, technology and systems used in a Contact Centre
  • Module Two: Emotional and Mental Well-being and Effective Relationships within a Contact Centre
  • Module Three: Product and service information and legislation
  • Module Four: Product and service knowledge and communicating with customers
  • Module Five: Quality framework and challenging interactions
Who is this programme for?

The New Zealand Certificate in Contact Centres (Level 3) is suitable for all contact centre operators, both new to the sector and more experienced.

Key learning outcomes

This programme covers the soft and technical skills to be able to process and respond to business as usual and complex customer enquiries. Graduates will learn techniques for listening, customer-centric communication, how to gather information and apply product knowledge effectively.

Programme delivery
  1. Learner completes the modules, answering assessment questions and/or collating evidence from their day-to-day work practice
  2. The learner’s manager verifies the evidence and confirms the application of knowledge
  3. Modules and evidence are assessed by qualified assessors
  4. Qualification is awarded

The Level 3 version 2 qualification takes 7 to 10 months to complete.

  • $150+GST per learner – If your business has an internal qualified workplace assessor for this qualification
  • $350+GST per learner – If your business does not have an internal qualified workplace assessor for this qualification

Fill out the form below for more information

How it all works

Here are 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.

What are alignments and how do they work?

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).

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.

How do assessments work?

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.

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 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.