Professional Designations

A designation confirms publically, to your employer and mostly to yourself, what your current worth is in the workplace. In many ways a designation is even better then a qualification.

Contact Centre Brand Ambassador

The core functions of a Contact Centre Agent include the following:

Identify Contact Centre customers and their needs.
Respond to customers' needs and requirements with factual and accurate information.
Gather and process data specifically related to Contact Centres.
Operate as a team member in a diverse working environment.
Implement and articulate operational activities in a Contact Centre.

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Contact Centre Support Professional

Contact Centre Team Leaders are tasked with the following responsibilities:

Understanding, implementing and monitoring service levels in a Contact Centre environment.

Monitoring and controlling Contact Centre support staff in their meeting of targets and standards.

Applying specific Contact Centre sales knowledge and skills in creating and meeting sales targets and requirements.

Identifying specific Contact Centre customers.

Monitoring the performance of others in Contact Centres and coaching them accordingly.

Working with Contact Centre statistical data.

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Contact Centre Operational Professional

The main functions of a Contact Centre Manager are to:

Articulate the operations in either a commercial environment or an emergency environment.

Analyse and use statistical data.

Manage the quality of operations, service levels and performance levels and implement service delivery systems.

Determine and apply rewards and incentives.

Assess the sales environment and take appropriate action where necessary.

Develop and maintain a Contact Centre customer database.

Lead Contact Centre team members in a diverse environment.

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Contact Centre Strategic Professional

The main functions of a Contact Centre Executive are to:

Initiate, develop, implement and evaluate operational strategies, projects and action plans in order to improve the effectiveness of a Contact Centre.
Monitor and measure performance and apply continuous or innovative improvement interventions in a unit.
Lead and manage a team of first line managers to enhance individual, team and unit effectiveness.
Build relationships with superiors and with stakeholders across the value chain.
Apply the principles of risk, financial and knowledge management and business ethics within internal and external regulatory frameworks.
Enhance the development of teams and team members.

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Contact Centre Information and Data Analytics Professional

The main functions of the Information and Data Analytics Professional include the following:

Articulate the operations in either a commercial environment or an emergency environment.
Analyse and use statistical data.
Monitor the quality of operations, service levels and performance levels and implement service delivery systems.
Contribute to rewards and incentives by analysing and providing statistical data.
Assess the sales environment and provide business solutions where necessary take appropriate action where necessary.
Advise on the Contact Centre customer database.
Monitor and measure performance and recommend continuous or innovative improvement interventions in the unit.
Build relationships with superiors and with stakeholders across the value chain.
Advise on the principles of risk, financial and knowledge management and business ethics within internal and external regulatory frameworks.

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1. Register for membership with the CCMG

2. Take the Professional Designation Exam

The exam is an online assessment which is timed and is not an open book assessment. The assessments are based on RPL (Recognition of Prior Learning in the role that you have applied for). Please note that the designation are also recognised internationally so the standards are not low. Once the CCMG receive the exam it will take 5 working days before you get the results of the assessment.

You have to pass with 70% + to earn your professional designation.

1. Annual CCMG Membership

Membership to the CCMG is an annual requirement and must be renewed annually. Should you not renew your membership Home Affairs will be notified that you are no longer a member of the Professional Body.

2. Continuous Professional Points (CPD)

To maintain your designation, you need to adhere to the CPD requirements over a 3-year period. Failing to achieve the required points will have your designation cancelled and Home Affairs will be notified. Download the CPD Plan for your Professional Designation from the list above. See the CPD page for information on how to earn CPD points.