Certificate in Contact Centre Operations (Level 3)

About the Programme

This certificate is designed to enhance students employability by gaining highly regarded, industry-relevant skills applicable to a variety of contact centre positions. The combination of practical work in our simulated contact centre backed up by our optional work experience programme is designed to make students job-ready to enter this dynamic and growing industry.

Contact centres keep at the forefront of technology and interact with their customers by phone, fax, email or the internet. The modern contact centre is a point of first impression so there is a major emphasis on customer service and customer satisfaction. Students will also gain the essential sales, communication and computing skills required by industry.

MIT’s Certificate in Contact Centre Operations has strong support from the industry and our graduates are in demand from employers.

Offered by

Faculty of Business - Business Administration

Entry Requirements

Applicants must meet the following entry requirements:

• Be familiar with the computer keyboard and the Windows environment
• Have English language competence to undertake this programme which is taught and assessed in English ie minimum of 10 NCEA English credits at Level 2 or equivalent or
• Gain a minimum mark of 15 out of 20 in the School’s communication assessment or
• An overall IELTS (Academic) band score of 5.5 (with no score below 5.0) or equivalent.

Applicants must be able to demonstrate the following attributes:

• A customer service orientation
• The potential to develop appropriate telephone skills and
• Be physically capable of completing the practical aspects of the programme.

The above attributes will be assessed through an interview process in person and by telephone. Applicants will be accepted in order of application.

Cost

$2370 (approx)

Programme Summary

The certificate provides 40 credits towards the 65 credit National Certificate in Contact Centre Operations (Level 3). The national qualification can be completed when students are in the workplace. Graduates must pass all the courses which comprise the programme:

• Contact Centre Technology
• Contact Centre Environment
• Customer Service and Telephone Skills
• Selling Skills
• Contact Centre Vocal Skills
• Communication Skills
• Contact Centre Systems
• Job Search

The programme includes a range of NQF units.

Students visit call centres to observe them in operation. There is also opportunity for work experience for students who meet the requirements. Because this is an employmentrelated programme, attendance and timekeeping are integral to programme content.

Restricted credit transfer opportunities apply. This is a jobspecific programme and many of the courses are related to the contact centre industry. Credit transfers are not available for all courses. Contact 09 968 8000 for more information.

Further Training or Study

If students work in the industry they may complete the National Certificate in Contact Centre Operations (Level 3) through workplace assessment once they have gained experience in a call centre.

Career Opportunities

Customer Service Representative positions are part of most sectors of business including banking, media, manufacturing, security companies, insurance, government departments, courier services, catalogue and direct mail retailers, and mobile phone retailers.

Apply here now!