1. Becoming a Professional in TodaysFuture Contact CentreOverview Understand the cost of retaining staff and leveraging the CCMG as aprofessional body Understand how the CCMG supports career development pathingthrough implementing the professional designations Identify the requirements that need to be met in order to secure aprofessional designation Maintain designation through ongoing CPD point allocation

2. AUDIO 3. Becoming a Professional in TodaysFuture Contact CentreCCMG Value Proposition We will support your Employment Engagement Strategy We will support your Career Development Path by aligningthe job descriptions to professional designations You can register in-house training as CDP points throughSkillzbook.com 4. Becoming a Professional in TodaysFuture Contact CentreAgentTeamLeadersCall CentreManagerDirectors ExecutivesCareer Path6-24 monthsexperience18 months ormoreexperience asa seasonedagent18 monthsor moreexperienceas teamleaderOperated as aContact CentreManager forbetween 5 10years 5. Becoming a Professional in TodaysFuture Contact CentreNatural Career Path - Agent18 months or moreexperience as aseasoned agent18 months ormore experienceas team leaderOperated as a ContactCentre Manager forbetween 5 10 yearsLevel 1: Junior AgentAn applicant must havecompleted a National Certificatein Contact Centre Support(NQF2) or Contact Centre andBusiness Process Support(NQF3)Successfully completed theentry level examination at Level1, within three months ofstarting in the industry; ANDHave a matric certificate orequivalent; in the event of a lackof a tertiary qualification, morethan 10 years businessexperienceLevel 2: Seasoned AgentAn applicant must havecompleted a National Certificatein Contact Centre Support(NQF2) or Contact Centre andBusiness Process Support(NQF3)Successfully completed theentry level examination at Level1, within three months ofstarting in the industry; orsuccessfully completed the Level2 entrance examination.Have more than 2 years genericwork experience plus 6 monthscontact centre experience; andHave a matric certificate orequivalentLevel 3: Team LeaderAn applicant must havecompleted a Further Educationand Training Certificate inContact Centre Operations atLevel 4Eighteen months or more workexperience as a Contact CentreAgentSuccessfully completed theentry level examination at Level3; and have more than 6 monthsteam leading contact centreexperience 6. Becoming a Professional in TodaysFuture Contact CentreNatural Career Path Team Manager18 months or moreexperience as aseasoned agent18 months ormore experienceas team leaderOperated as a ContactCentre Manager forbetween 5 10 yearsLevel 4: ManagerSuccessfully completed a FurtherEducation Training CertificateGeneric Management (NQF4) orNational Diploma Contact CentreManagement (NQF 5)Relevant work experience for at least5 years as a Workforce ManagerEighteen months or more workexperience as a Team Leader orequivalent positionSuccessfully completed the entrylevel examination at Level 4; andhave more than twelve monthsgeneric management contact centreexperienceLevel 5: ExecutiveSuccessfully completed a NationalCertificate in Generic Management at(NQF 5)Operated as a Contact Centre Managerfor between 5 to 10 years.10 years business advising experienceSuccessfully completed the managementlevel 4 examinationSuccessfully complete the executive levelexamination at Level 5 7. Skillzbook.com