CCNNZ is proud to partner with key sponsors to deliver value to the CCNNZ membership.
The Skills Organisation is committed to workplace capability. They work with the Contact Centre industry to help people in the workplace gain recognition in the form of qualifications for the work that they are doing. Skills has had a long association with this sector as an Industry Training Organisation (ITO). In this capacity they have developed unit standards and qualifications that are nationally recognised on the New Zealand Qualifications Framework. They provide assessment programmes that formally measure how workplace training reflects the competency requirements of selected qualifications.
You are learning while you are working. You are learning when you do product training. You are learning when you are having coaching sessions with your team leaders. You are constantly learning on the job when you face new situations that you need to deal with. Skills Assessment Resources provide you with the opportunity to reflect on what you know and put it into a framework that can be measured, and you can be awarded a qualification.
Skills have qualification pathways that reflect the career growth that happens with a Contact Centre. As you move through your career you can gain more qualifications that reflect the work that you do.
These qualifications are listed below:
New Zealand Certificate in Contact Centre Level 3 version 2
This qualification measures fundamental skills for working in a Contact Centre environment.
Delivery is via Skills Assessment resources (workbooks) and will soon to be available as Online learning and assessment modules.
Topics covered in the assessments include:
- Health and Safety in the workplace
- Emotional and mental wellbeing
- Building effective relationships
- Legislation relevant to the Contact Centre environment
- Product and service Knowledge
- Customer Knowledge
- Technology and systems used in a Contact Centre
- Customer Service Techniques
- Quality frameworks
- Challenging Interactions
New Zealand Certificate in Business (Introduction to Team Leader) Level 3
This qualification is ideal for people who are new to team leadership or have the potential to be appointed to a team leader role. There are no entry requirements, however the learners must have access to workplace processes and procedures for team leaders.
Delivery is via Skills Assessment resources or workbooks. There are three modules:
- Apply principles for effective team performance within a team.
- Develop objectives for a team.
- Describe and compare different styles of team leadership for a business entity.
New Zealand Certificate in Business (First Line Management) Level 4
This qualification is a great professional development option for experienced managers. It focuses managers on the skills they need to draw out the best in their teams, to communicate effectively with stakeholders and how to create culturally inclusive environments. This qualification is designed for those who are already managing a team.
Delivery is via Skills Assessment resources or workbooks. There are two modules:
- Manage a team to contribute to a business entity’s objectives.
- Manage workflows.
New Zealand Certificate in Project Management (Level 4)
As part of daily workplace activities, staff work on the planning and delivery of projects to improve business practice and processes. This qualification is for anyone who is working in a broad range of support roles as a project team member and takes responsibility for some parts of a project. Skills define a project as a one-off event that leads to business-as-usual.
Delivery is via a Skills Recognition process.
- You complete a self-assessment describing the project and your role with it. This includes a verification statement from your manager.
- You complete an evidence portfolio that supports the planning, execution, monitoring and control and closing of a project.
- You take part in an assessment discussion to clarify the evidence you have provided.
For more information and to speak with someone about how you can take part in this journey click https://skills.org.nz/careers-
Madison has been connecting Kiwis for over 20 years and we are part of AWF Madison, New Zealand’s largest recruitment group. Madison was built on Contact Centre and Business Support recruitment. Today, we also recruit across Human Resources, Accounting & Finance, Sales & Marketing, Industrial and Executive. We offer full end-to-end recruitment solutions for temporary, permanent and contract positions across the country.
Our Contact Centre recruitment teams consist of 20 specialists across six offices nationwide. We love working with contact centres of all types and quickly adapt our style to fit. We understand that all centres are different – and so are we! Our process and approach complements the changing landscape of the industry. We get the formalities out of the way quickly so we can spend time building a partnership and getting to know you and your business.
Visit us to hear why it’s so great to be a part of the Contact Centre Industry!
Enghouse (“Enj” house) is a long time sponsor of CCNNZ from when we used to be Zeacom. Now under the umbrella of international best-selling contact centre brand Enghouse Interactive, we continue to design and build our award winning contact centre solution right here in Auckland – and we successfully market it all over the world as well as NZ. We still turn to our NZ customers and friends for ideas and feedback, and we will be delighted to hear from anyone interested in getting in touch.
From smart analytics and omni-channel to self-service, Cloud, video, automation, bots and AI, the way that CX is delivered and measured has taken a phenomenal leap forward recently. Come and talk to us about your evolving needs and find out we can help you address these with today’s technology.
LearningPlanet is a privately owned and operated organisation. We’ve created a training resource library that can be used as, when and how anyone needs it – it’s a revolution in online learning for individuals and businesses in the areas of Sales, Service, Leadership and Personal Development across any device or mobile. Our video content can be accessed through a subscription using our platform or embed our content on your own LMS.
With over 30 years in the corporate learning and development market and experience across four countries we have built LearningPlanet to meet the needs of the training and coaching market and fill the gaps we identified when owning and running classroom training and consulting businesses. LearningPlanet currently has 24 resellers across nine countries with thousands of staff members using our content every day to improve their customer interactions.
Whether you are looking for a content library to access or to embed into your own platform LearningPlanet has over 270 videos available for immediate use with your teams with new content being added every month.
Mitel is sponsoring the CCNNZ National Contact Centre Manager of the Year Award!
A global market leader in business communications powering more than two billion business connections, Mitel helps businesses and service providers connect, collaborate and provide innovative services to their customers. Our innovation and communications experts serve more than 70 million business users in more than 100 countries.
Mitel is #1 globally for Private Cloud, #1 UC in Europe and #2 UCaaS worldwide. We are the only communications company that spans the UC, UCaaS and Contact Centre Gartner Magic Quadrants.
Mitel was one of the first cloud technology providers to partner with Google Cloud to transform the customer experience. Previously, the companies announced they would draw upon Mitel’s deep contact centre expertise to create smarter contact centre AI solutions with Google Cloud’s AI and machine learning technologies.
For more information, go to www.mitel.com
Cogent is sponsoring the CCNNZ Contact Centre Multimedia Agent of the Year Award!
In the fast-paced world of contact centres, keeping track of agent performance and customer satisfaction is essential. Cogent with Liquid Voice can help your business enhance the customer experience during every interaction.
From transcription to omni channel recording, speech analytics to PCI Compliance, Cogent’s Liquid Voice solutions work in both traditional and IP environments and are tested and accredited by the world’s leading manufacturers of telephone systems (including Alcatel, Avaya, Cisco, Mitel, Skype for Business and NEC).
Of course we couldn’t provide high end level of support without our amazing Sponsors. If you think you can help CCNNZ with sponsorship and would like to know more, download our sponsorship document. Then, get in touch with us at email@example.com to talk about the opportunities that we currently have available.
We would LOVE to hear from you and tell you all about the benefits of being a sponsor.