Certificate in Call Centre Operations (CHCH)
Quick Info
Programme Code: ST4918.C
Start Date(s):
January, May and August
Duration: 16 weeks full time
NZQA Level: Level 2
Location: Christchurch
Qualification:
Certificate in Call Centre Operations
To prepare students to operate as call centre representatives.
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Programme Content
CCC001 Computing
A minimum of 15 credits are required from the following
103 Use data entry skills to input computer data
2780 Demonstrate and apply knowledge of a personal computer system
2785 Create a computer spreadsheet to provide a solution for organisation use
CCC002 Call Centre Operations
A minimum of 15 credits are required from the following
504 Produce a CV (curriculum vitae)
11815 Answer customer enquiries on the telephone in a wide range of contexts
11818 Enhance work practices by the application of product and/or service knowledge
11831 Apply skills and qualities of a salesperson in a retail or distribution environment
CCC003 Document Processing
111 Use a word processor to produce documents
CCC004 Communications
A minimum of 15 credits are required from the following
376 Employ customer service techniques for differing customer behaviours in a given situation
1299 Be assertive in a range of specified situations
9694 Demonstrate and apply knowledge of communication process theory
12349 Demonstrate time management
12355 Demonstrate knowledge of stress and ways of dealing with it
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Career Opportunities
At the successful completion of this programme, students will have the required competencies to function successfully and effectively at operational levels within the call centre operations or customer services sector. The various employment positions a graduating student could be expected to undertake following the completion of this programme could include employment in call centres, the service sector, and other business environments such as in bound/outbound telemarketing consultant, telephone customer service, telephone consultancy, or for further training.
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Application Criteria
Applicants will demonstrate attributes which indicate likelihood of undertaking the programme with a reasonable chance of success. These will include competence in spoken and written English and a facility in interpersonal communication.
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Satisfactory Completion
Attended not less than 80% of all timetabled class hours and other activities relating to the programme. Completed all practical and theory exercises. Completed all course work requirements. Met the assessment requirements and demonstrated competence in all of the modules and NZQA unit standards comprising this programme to a minimum of 50 credits.
Quick Info
Programme Code: ST4918.C
Start Date(s):
January, May and August
Duration: 16 weeks full time
NZQA Level: Level 2
Location: Christchurch
Qualification:
Certificate in Call Centre Operations
