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SOUTH AFRICAN QUALIFICATIONS AUTHORITY 
PROFESSIONAL DESIGNATION: 
Contact Centre Information and Data Analytics Professional 
DESIGNATION ID DESIGNATION TITLE
771  Contact Centre Information and Data Analytics 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:
The main functions of the Information and Data Analytics Professional include the following:
  • Articulate the operations in either a commercial environment or an emergency environment.
  • Analyse and use statistical data.
  • Monitor the quality of operations, service levels and performance levels and implement service delivery systems.
  • Contribute to rewards and incentives by analysing and providing statistical data.
  • Assess the sales environment and provide business solutions where necessary take appropriate action where necessary.
  • Advise on the Contact Centre customer database.
  • Monitor and measure performance and recommend continuous or innovative improvement interventions in the unit.
  • Build relationships with superiors and with stakeholders across the value chain.
  • Advise on the principles of risk, financial and knowledge management and business ethics within internal and external regulatory frameworks. 
    		•
    AWARDING CRITERIA
    For the Professional Designation to be awarded, professionals must comply with the following minimum requirements: 
    Underlying Registered Qualification or Part Qualification:
    A National Diploma in Contact Centre Management, Level 5, SAQA ID 21792.
    or Or,
    A Diploma in Contact Centre Management Level 6, SAQA ID 100970.
    Or
    Advanced Diploma in Contact Centre Management, Level 7, SAQA ID 110440. 
    Experiential Learning or Experience
    More than five years of Management and Business Analytics experience
    Or,
    Three years of experience in a data warehouse environment with business intelligence applications
    Or,
    Three years in a development or reporting role responsible for data warehousing and the development of required reporting; and experience working with SQL and relevant reporting packages and, experience in report writing and the creation of customised reports and,
    Three years of experience working in a contact centre; and three years' experience in the Business Process Services Industry. 
    Competency Assessment
    Complete the Board Exam within 6 months of meeting the minimum requirements for the position. 
    Designation RPL Statement
    This Designation may not 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 54135 CPD points over three years and 1845 CPD points 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
    1771Contact Centre Information and Data Analytics Professional
    2393Contact Centre Brand Ambassador
    3394Contact Centre Support Professional
    4395Contact Centre Operational Professional
    5396Contact Centre Strategic Professional


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