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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 in Contact Centre Operations, Level 4 SAQA ID: 93996
    Or,
    National Diploma in Contact Centre Management, Level 5 SAQA ID: 21792 
    Experiential Learning or Experience
    More than one-year contact centre brand ambassador and six months team leading or equivalent experience. 
    Competency Assessment
    Complete the Board Exam within six months of meeting the minimum requirements for the position. 
    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. 


    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 http://www.ccmg.org.za