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Contact Centre Brand Ambassador (CCBA)
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Requirements & CPD Plan

DESIGNATED ID DESIGNATION TITLE
393 Contact Centre Brand Ambassador
PROFESSIONAL BODY CCMG LEVEL
CCMG – Contact Centre Management Group Level 0-1
NQF LEVEL CPD POINTS TO BE
EARNED OVER 1 YEAR
CPD POINTS TO BE
EARNED OVER 3 YEARS
NQF Level 3 13.33 Points 40 Points
Roles and Careers linked to the qualification include but are not limited to:
  • Junior and Senior Client Services Clerks/Agent/Representative/Consultants
  • Junior and Senior Contact Centre/Call Centre Agent/Representative/Consultant
  • Junior and Senior Customer Service Representatives/Consultant
  • Junior and Senior Customer Care Agent/Representative/Consultant
  • Junior and Senior Customer Care Ambassador
  • Junior and Senior Direct Selling Agent
  • Junior and Senior Sales Agents/Representative/Consultant
  • Junior and Senior Tele Marketing Agents/Representatives/Consultant
  • Junior and Senior Data Capturing Clerk/Agent/Representative
  • Junior and Senior Administration Clerk
  • Junior Quality Assessor
The core functions of a Contact Centre Brand Ambassador include but are not limited to 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.
  • Perform to the required standards and requirements.
  • Implement and articulate operational activities in a Contact Centre
To qualify as a Contact Centre Brand Ambassador, professionals must comply with the following minimum requirements: an applicant must have completed or partly completed:
  • a National Certificate in Contact Centre Support (NQF Level 2), -and/or-
  • Contact Centre and Business Process Support (NQF Level 3),
both which are registered learnerships with the Services SETA.

For the designation to be awarded applicants must have:
  • Successfully completed the entry level assessment within three months of starting in the industry;
  • more than 2 years business advising experience (with up to 30 advisory sessions with micro businesses, or 15 with small or 12 with medium sized businesses, or any combination); AND
  • 2 or more years (relevant to business advising) SAQA recognised tertiary level education or, in the event of a lack of a tertiary qualification, more than 10 years business advising experience.
In order to ensure the currency of professional knowledge and retain the designation, the Contact Centre Brand Ambassador is required to:
  • Adhere to the CCMG’s Code of Conduct
  • Perform and register 40 points over a 3 year period of formal CPD activities; AND
  • Participate in formal CPD activities as follows:
    • Complete self-study of at least 10 courses, online on the Skillzbook platform for 2 points per course.
    • Read, blog and publish on approved sites for a minimum of 15 points in this category.
    • Complete and monitor a personal development plan for at least 5 points. Ensure that CCMG membership fees are paid
Through accumulating more industry-related experience a Contact Centre Brand Ambassador can progress to the higher professional designations, namely Contact Center Support Professional, Contact Centre Operational Professional, Contact Centre Strategic Professional and Contact Centre Information & Data Analytics Management Professional.

CCMG CPD & Designations project 2017-2019: CPD Plan for a Contact Centre Brand Ambassador (CCBA)

Perform and register for 40 points over a 3 year period of formal CPD activities. These points can be earned by participating in formal CPD activities as follows:
  • Complete self-study of at least 10 courses, online on the Skillzbook platform for 20 points and,
  • Read, blog and publish on approved sites for a minimum of 15 points and,
  • Complete and monitor a personal development plan for at least 5 points or,
  • Any combination of formal CPD activities with a minimum of 40 points over 3 years.
  • Ensure that CCMG membership fees are paid
(CCBA) CPD Requirements
A Contact Centre Brand Ambassador participating in the CPD program can achieve the required points in the following manner:
1. Short courses: A minimum of 20 points must be earned in this category.

Thus a minimum of 10 courses to be completed at 2 points per course.
This is determined every year by the CCMG CPD committee and will be communicated to all participants. For the years 2017-2019, the following programs are offered:

1. Anger Management
2. Performance Management
3. Time Management
4. Emotional Intelligence
5. Self Esteem & Assertiveness Skills
6. Conflict Management
7. Stress Management.
8. Generation Gap
9. Call Centre & Sales
10. Tele Marketing


The above each earns the CCBA 2 points. On Skillzbook.com, click on e-learning. Then register for the courses indicated above. 1. Attendance of CCMG events. Half day workshop 1 point, full day conference 2 points. 2. Other industry events must be registered or recognised with CCMG and can earn up to 2 points.
2.1. Professional Development. No minimum points, as it may be very difficult for a CCBA to attend events or workshops.
2.2. Professional Development Recommended Points
1 day 2 days or more
Workshop (Half day) 1
Conferences – attending 2 3
Conferences – presenting 3 4
International conferences – attending 3 4
International conferences – presenting 5 6
Non CCMG workshops or training – participant 2 3
Credit bearing programs – participating (incl. assessments) 2 3
Completing assessor / moderator training 5 5
3. In-house Training (your employer). No minimum points, as some companies may not have in-house training Up to 15 points can be earned in this category. Your company must register for CPD with CCMG for approval.
4. Education and Training. No minimum points, as further formal training is not compulsory for this designation.

Where a CCBA meets the designation requirements, formal training is not compulsory. If your CPD contract requires, the attainment of a qualification is a requirement.
A CCBA designation holder may enroll for an accredited learning program and earn up to 10 points per year. The program MUST be CCMG approved. Must be chosen from Management L4, L5 or Contact Centre L2, L3, L4, or any other CCMG approved qualification.
5. Reading and Publishing. A minimum of 15 Points must be completed in this category. Recommended Points
Reading and Blogging. 1 2
Read an article and complete the article requirement on CCMG Platform. Save in your profile. Earn 1 point per article, to a maximum of 15. You can also 1 2
write a blog or article as per the template for 2 points. Each no less than 500 words. Must be published on an approved site (LinkedIn, Skills universe, Skills Portal)
Publishing industry related articles on a credible source, such as newspapers, e-newsletters and industry journals or industry websites. These must be copied and saved in the CCBA’s CCMG profile. 2
Reading books about topics that are related to Call Centre Industry – CCBA’s must write a short reference in the CCBA’s CCMG profile of no less than 500 words 2
6.1. Personal Development. A minimum of 5 Points must be earned in this category.

(CCBA must complete a Personal Development Plan)
Up to 5 CPD points (max) could be earned for completing and monitoring a personal development plan.
(CCBA must complete a Personal Development Plan) 1
6.2. Personal & Professional Development 3
Membership of industry body (incl. unions, bargaining councils and professional bodies) 3
Serving on committees that serve the industry or company) 1
Winning in competitions (national or international) 3
Participating in shows or exhibitions (national or international) 2

Category 7:
Informal CPD activities.
Team building in house or outsourced would fall into this category and would need to be discussed with the CCMG to asses points awarded.

Total over 12 months

A minimum of 13.33 CPD points must be earned per year for a minimum of 40 CPD points over a cycle of 3 years to sustain the designation. A candidate therefore cannot apply for a higher designation if in the last 12 months on the current designation they did not meet the required point minimum.

Contact us

Randburg
Tel: 011 438 6590,
Fax: 011 781 3886

Cape Town
Tel: 021 856 3871

Email: info@ccmg.org.za