The South African National Qualifications Framework (NQF) is a comprehensive system approved by the Minister of Higher Education and Training for the classification, registration, publication and quality assurance of all Qualifications offered by Private and Public Training Providers in South Africa.
The South African professional body covers all Professional Practitioners in the Sector and is dedicated to professionalising the Contact Centre Industry on an ongoing basis. Representing the interests of the Individual Practitioners, the Professional Body operates within a Contact Centre Confederation, with the Employers Association for the Contact Centre Sector, providing a platform and a forum where organisations and individuals can interact, whilst having a common goal of professional and business development, service excellence, and continuous improvement. Collectively, the Confederation represents the single voice of the Sector.
The CCMG is a platform for the upgrading of skills and knowledge. Professional development refers to skills and knowledge attained for both personal development and career advancement. Professional development encompasses all types of facilitated learning opportunities, ranging from formal coursework, conferences and informal learning opportunities situated in practice. It has been described as intensive and collaborative, ideally incorporating an evaluation stage. There are a variety of approaches to professional development, including consultation, coaching, communities of practice, lesson study, mentoring, reflective supervision and technical assistance.
The CCMG was formed in South Africa in October 2009, and is run by experienced Contact Centre professionals and experts who sit on the advisory board. The CCMG head office is based in Gauteng and Cape Town and operates on a national level throughout South Africa. CCMG members include executives and management professionals from organisations with inbound or outbound Contact Centres, outsourcers and users of teleservices, trainers, consultants, technology developers and suppliers, and service providers.
“Professional body” means anybody of expert practitioners in an occupational field, and includes an occupational body and statutory council.
“Professional designation” means a title or status conferred by a professional body in recognition of a person’s expertise and/or right to practice in an occupational field.
“Progression pathway” means a hierarchy of two or more related qualifications and/or professional designations that allow for vertical progression within a profession.
“Provider” means a legally established institution (public or private) that has been recognised, usually for a particular period of time, by a QC or its appointed agent, as having the capacity or provisional capacity to offer a qualification or part qualification registered on the NQF at the required standard.
“Qualification” means a registered national qualification. Introduction and background.
THE PROFESSIONAL BODY of the Contact Centre Industry in South Africa