| DESCRIPTION: |
The designation aims to identify competencies where candidates will handle both inbound and outbound interactions/traffic, within different types of operations of the contact centre and/or Business Process Outsourcing. The designation identifies skills in the use of various communication channels e.g. telephone, fax, email, internet, intranet, multifunction devices, webchat, SMS and letters. The designation also acknowledges and assess the knowledge and skills required to perform back office processes and tasks.
This designation is intended for persons who already work as Contact Centre and/or Business Process Outsourcing agents/representative/consultant or who wish to join the contact centre and/or Business Process Outsourcing industry who have the required experience within this occupational field. The designation, therefore, will recognise individuals who supply customer service principles. |
| AWARDING CRITERIA |
| For the Professional Designation to be awarded, professionals must comply with the following minimum requirements: |
| Underlying Registered Qualification or Part Qualification: |
National Certificate: Contact Centre Support (Level 2).
Or
National Certificate: Contact Centre and Business Process Support (Level 3), SAQA ID: 80566
Or
National Certificate: Contact Centre and Business Process Outsourcing Support Level 3 SAA I.D. 93997 |
| Experiential Learning or Experience |
| Six (6) months' experience in a Contact Centre environment. |
| Competency Assessment |
| Complete the entry-level assessment within six months of starting in the industry |
| Designation RPL Statement |
| This Designation may be awarded through Recognition of Prior Learning. |
| RETAINING CRITERIA |
| In order to ensure the currency of professional knowledge and to retain the Professional Designation, the professional must comply with the following minimum requirements: |
| Code of Conduct |
| Members must adhere to the Professional Body Codes of Conduct and Ethics. |
| Continuing Professional Development (CPD) |
| A minimum of 54 CPD points over three years and 18 CPD per annum afterwards. |
| Fees |
| Ensure that the annual membership fee is paid. |
