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SOUTH AFRICAN QUALIFICATIONS AUTHORITY 
PROFESSIONAL DESIGNATION: 
Contact Centre Support Professional 
DESIGNATION ID DESIGNATION TITLE
394  Contact Centre Support Professional 
PROFESSIONAL BODY DESIGNATION STATUS
CCMG - Contact Centre Management Group  Reregistered 
SAQA DECISION NUMBER REGISTRATION START DATE REGISTRATION END DATE
SAQA 216/22  2022-05-10  2027-05-09 


DESCRIPTION:
Contact Centre Team Leaders are tasked with the following responsibilities:
  • Understanding, implementing and monitoring service levels in a Contact Centre environment.
  • Monitoring and controlling Contact Centre support staff in their meeting of targets and standards.
  • Applying specific Contact Centre sales knowledge and skills in creating and meeting sales targets and requirements.
  • Identifying specific Contact Centre customers.
  • Monitoring the performance of others in Contact Centres and coaching them accordingly.
  • Working with Contact Centre statistical data. 
  • AWARDING CRITERIA
    For the Professional Designation to be awarded, professionals must comply with the following minimum requirements: 
    Underlying Registered Qualification or Part Qualification:
  • Further Education and Training Certificate: Contact Centre Operations.
    Or
  • National Certificate: Contact Centre Operations, NQF Level 4. 
  • Experiential Learning or Experience
    Eighteen months or more work experience as a Contact Centre Agent. 
    Competency Assessment
    N/A 
    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)
    Contact Centre Practitioners must acquire a minimum of 50 points in a two year cycle.

    CPD activities are divided into three categories from which members should make certain that all categories are covered.

    Education, training and development that includes activities such as:
  • Reading and Writing of Articles, Books and publications keeping abreast of developments and contribute to the body of knowledge within the industry.
  • Education and Training through receiving and providing training through formal, informal learning or non-formal learning opportunities.
  • Mentoring and coaching that contribute to formal or informal transfer of skills to practitioners.

    Professional development:
    This includes the application of theory (knowledge and skills) gained through workplace experience into day-to-day activities related to responsibilities that are relevant to Contact Centre Management.

    Personal development:
    These are activities that develop the professional characteristics of a practitioner in Contact Centre Management, but that are generic in nature.

    The following maximum points apply to each of the three categories of CPD activity:
  • Education and training - 25 points.
  • Professional development - 10 points.
  • Personal development - 15 points. 
  • Fees
    Ensure that the annual membership fee is paid. 


    PROFESSIONAL DESIGNATION PROGRESSION PATHWAY
    (The Designation being reported on here is shown in italics.)

    Sequence Designation ID Designation Title
    1393Contact Centre Brand Ambassador
    2394Contact Centre Support Professional
    3395Contact Centre Operational Professional
    4396Contact Centre Strategic Professional


    PROFESSIONAL BODY WEB ADDRESS:
    For more information on this Professional Designation, please visit www.ccmg.org.za