New Zealand Certificate in Contact Centres (Level 3)

Programme highlights

Get qualified in 19 weeks.

Skilled, confident staff are always in demand and good customer service is important to every organisation.

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When you study our Level 3 Contact Centre qualification, you will gain a valuable insight into the contact centre environment through site visits and guest speakers from our industry connections such as Vodafone or Fisher & Paykel Appliances.

Vodafone and Fisher & Paykel

Get your foot in the door to some of New Zealand’s biggest companies by starting in their customer service teams. You can then work your way up to positions like team leader, trainer or technical support.

Plus, at MIT Manukau you will train in a simulated contact centre where you will develop your experience with the essential sales, customer service and computing skills required by the contact centre industry.

Enhance your employability with highly regarded industry-relevant skills.

Download the Programme Guide and Timetable.

Note: Students will need to provide their own headsets which must be Lync certified.

^Duration includes intake break and work experience.

Flexible study option

Key facts

Start Month(s) February; May; July; October
Study Location(s) MIT Manukau
Level 3
Domestic fees Free* or $3,300 (approx.)
Youth Guarantee
Programme Code NZ2303
Duration

19 weeks full-time (includes three weeks of breaks) or part-time

Study Method Full-time or part-time
Credits 65
International Fees $10,300 (approx.)
Māori and Pasifika Trades Training Scholarship
Qualification New Zealand Certificate

Need help applying?

We're here to support you to succeed.

If you need help with applying or advice on choosing a programme, our Information and Application Centre is here to give you guidance.

Send us a message, call us on 0800 62 62 52 or come in and see us.

Information is correct as at August 2017. Programme fees may vary depending on your final selection of courses that make up your programme. To provide you with an indication of costs, the approximate fees quoted on this website are based on the indicative 2018 fee structure. [Programmes stated as eligible for free study in 2018 are based on the 2017 fee structure and subject to funding confirmation for 2018.] All fees are in New Zealand Dollars. If your fees are paid by credit card, a credit card fee will be payable in addition to programme fees. You will be advised of the current fees at the time of enrolment. All courses and programmes will proceed subject to numbers and academic approval. Manukau Institute of Technology is accredited under the provisions of the Education Act 1989.

Entry requirements

Applicants must meet one of the following entry requirements:

  • have English language competence to undertake this programme which is taught and assessed in English, i.e. minimum of 12 NCEA English credits at Level 1 or equivalent; or
  • Any applicant whose first language is not English will be required to provide evidence of an overall IELTS (Academic) band score of 5.5 (with no score below 5.0) or equivalent achieved within the preceding 2 years; and
  • be physically capable of completing the practical aspects of the programme.

Applicants must be able to multi-task using phones, computer and keyboard, sit at the computer for extended periods, and not have a hearing or sight impairment that hinders their ability to do the practical aspects of the programme.

International students

Test your English level to help you plan.

Take our free online English test to get a basic indication of your English level. This will help you understand what programmes you can apply for and what preparation you may require before you start your programme of study.

Find out now.

Provisional Entry

Students who have attained the age of 20 years and do not hold the minimum entry requirements for a programme will be eligible to be enrolled as a student where their previous educational, work or life experience indicates they have a reasonable likelihood of success. Students who have not attained the age of 20 years and do not hold the required minimum entry requirements for a programme may also be eligible to enrol in exceptional circumstances. Such decisions will be made by the Faculty Dean.

Career opportunities

Customer service representative positions are part of most sectors of business. 

Roles can include entry level positions in:

  • Banking
  • Insurance
  • Government departments
  • Courier services
  • Catalogue and direct mail retailers
  • Medical organisations
  • Manufacturers
  • Security companies
  • Mobile phone retailers.

Programme structure

You will need to complete the following courses:

Customer Engagement (15 credits)

Provide a range of customer service skills to meet the needs of the organisation, the Contact Centre industry and the clients’.

Industry Readiness (15 credits)

Select and apply appropriate knowledge and skills in a workplace environment.

Contact Centre Product and Service Knowledge (20 credits)

Contribute collaboratively towards team objectives in applying product and service information, ensuring appropriate workplace safety practices are followed.

Contact Centre Technology and Systems (15 credits)

Utilise business systems and digital communications within a Contact Centre.

Key dates

To find the start date of your programme intake listed above, please view the Academic year and key dates.

Offered by

Faculty of Business and Information Technology, MIT Manukau, Corner of Manukau Station Road and Davies Avenue, Manukau (directly above Manukau Station)

Need help applying?

We're here to support you to succeed.

If you need help with applying or advice on choosing a programme, our Information and Application Centre is here to give you guidance.

Send us a message, call us on 0800 62 62 52 or come in and see us.

Information is correct as at August 2017. Programme fees may vary depending on your final selection of courses that make up your programme. To provide you with an indication of costs, the approximate fees quoted on this website are based on the indicative 2018 fee structure. [Programmes stated as eligible for free study in 2018 are based on the 2017 fee structure and subject to funding confirmation for 2018.] All fees are in New Zealand Dollars. If your fees are paid by credit card, a credit card fee will be payable in addition to programme fees. You will be advised of the current fees at the time of enrolment. All courses and programmes will proceed subject to numbers and academic approval. Manukau Institute of Technology is accredited under the provisions of the Education Act 1989.