This could be a really


For your business

As you know, effectively operating a call centre is a hugely important aspect of many businesses. And your sector is no exception.


of organisations

say customer experience is a key competitive differentiator.

Deloitte, Global Contact Center Survey 2019


of organisations

are planning to invest in the expansion of their training programs.

Deloitte, Global Contact Center Survey 2019

The numbers speak volumes. Your contact centre has the potential to increase conversion, dramatically improve service perceptions and really make your clients/customers feel valued. On the other hand, if it’s done badly, it can really cost a business.

Skills Contact Centres Programme

Lift customer engagement and improve business performance

Skills offer a qualification for Contact Centres to help you maximise your Contact Centre’s potential. We’re the only facilitator of a programme with an alignment assessment model. This means we can align your staff’s roles, core tasks, and day-to-day skills and knowledge to a nationally recognised NZQA qualification. It’s now available for a fantastic price, starting from just $195, with internal or external assessment options.

Benefits for the learner

  • Increased confidence in work practice
  • Access to wider qualification pathways and better career opportunities

Benefits for the team leader

  • Engaged and motivated staff
  • Consistency in performance across the team

Benefits for the business

  • Improved customer engagement and customer service
  • Lower staff turnover

Download the programme details

*By downloading the information pack you agree to receive further information from Skills. We do not share your contact details with third parties and you can opt-out from our communication list at any point of time.

Programme Outline

The NZ Certificate in Contact Centres (Level 3) covers four assessment modules which can be tailored to meet your business requirements.

Compulsory Modules

  • Legislation and Health and Safety
  • Product Knowledge Module

Inbound or Outbound Module Choose one

  • Inbound
  • Outbound

Programme Focus ModuleChoose one

  • Administration / Business Processing
  • Communication
  • State Sector
Who is this programme for?

The New Zealand Certificate in Contact Centres (Level 3) is suitable for all contact centre operators, both new to the sector and more experienced.

Key learning outcomes

This programme covers the core skills needed to work effectively in a contact centre, including techniques for listening, technical skills and how to gather information.

Programme delivery
  1. Learner completes the modules, answering assessment questions and/or collating evidence from their day-to-day work practice
  2. The learner’s manager verifies the evidence and confirms the application of knowledge
  3. Modules and evidence are assessed by qualified assessors
  4. Qualification is awarded

The Level 3 qualification takes 7 to 9 months to complete.

  • $195+GST per learner – If your business has an internal qualified workplace assessor for this qualification
  • $595+GST per learner – If your business does not have an internal qualified workplace assessor for this qualification

Kingi Henare Reihane – Telelink

Kingi explains how qualifications in contact centre provided him with great career opportunities and positively impacted his organisation.


We’re Your Partner For Workplace Learning

Kiwi owned and operated, Skills has 26 years of expertise in developing skills in the workplace. We partner with organisations and their staff to help them to grow, improve performance, and build leadership capabilities. We know about effective workplace learning.

We can work with you to equip your call centre team with the key competencies needed to improve their performance and your customer experience. Leave us your contact information and we’ll be in touch to discuss.

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