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Contact Centre Information and Data Analytics Professional (CCIDP)
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Requirments & CPD Plan

397 Contact Centre Information and Data Analytics Professional
CCMG – Contact Centre Management Group Level 5
NQF Level 7 45 Points 135 Points
Roles and Careers linked to the qualification include but are not limited to:
  • Contact Centre Managers
  • Contact Centre National Account Managers
  • Contact Centre Key Account Managers
  • Contact Centre Channel Managers
  • Senior Contact Centre/Call Centre Supervisors
  • Contact Centre General Managers
  • Contact Centre Campaign Managers
  • Contact Centre Business Development
  • Contact Centre Workforce Planner
  • Contact Centre Management Information Specialist
  • Contact Centre Information and Data Business Analysts
The core functions of a Contact Centre Information and Data Analytics Professional include but are not limited to 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
For the professional designation to be awarded, applicants must have:
  • More than 12 months Work Force Management and Business Analytics experience or,
  • 12 months’ experience in a data warehouse environment with business intelligence applications or,
  • 3 years in a development or reporting role responsible for data warehousing and the development of required reporting; and experience working with SQL and relevant reporting packages and,
  • experience in report writing and the creation of customised reports and,
  • 3 years’ experience working in a contact centre; and
  • 3 years’ experience in the BPS Industry
  • For this designation, a full RPL is required to ensure that the applicants knowledge is current and applicable to the Contact Centre Industry, which may take up to 6 months.
In order to ensure the currency of professional knowledge and retain the designation, the Contact Centre Information and Data Analytics Management Professional is required to:
  • Adhere to the CCMG’s Code of Conduct
  • Perform and register CPD activities worth 135 points within a three year cycle ; AND
  • Participate in CPD activities as follows:
    • education and training for a minimum of 15 points,
    • professional development for at least 60 points,
    • personal development for a minimum of 45 points,
    • personal development for 15 points
  • Ensure that CCMG membership fees are paid
CCMG CPD & Designations project 2017-2019: CPD Plan for Call Centre Data Analytics Management Professional

Perform and register 135 points within a 3 year cycle to maintain their Professional Designation. These points can be earned by participating in formal CPD activities as follows:
  • Complete at least 8 courses, online on the Skillzbook platform for at least 15 points and,
  • Attend or present at registered Professional Development opportunities for a minimum of 60 points and,
  • Read blog and publish on approved sites for a minimum of 45 points and,
  • Complete and monitor a Personal Development Plan for at least 15 points or,
  • Any combination of formal CPD activities with a minimum of 135 points over 3 years.
  • Advise on the Contact Centre customer database.
  • Ensure that membership fees to the CCMG are paid and that the member is in good standing.
(CCIDP) CPD Requirements
A Contact Centre Data Analytics Management Professional participating in the CPD program can achieve the required points in the following manner:
1. Short courses: A minimum of 15 points must be earned in this category.

Thus a minimum of 8 courses must be completed. There is no maximum of points to score, but keep in mind the minimum requirements in other sections must be met. Only 15 points could thus effectively count towards CPD.
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 CCIDP 2 points. On, click on e-learning. Then register for the courses indicated above.
2.1. Professional Development. A Minimum of 60 points must be earned in this section.

Thus a minimum of 30 CCMG events or registered events must be attended.
1. Attendance of CCMG events. Each event will count for 2 CPD points.
2. Other industry events must be registered or recognised with CCMG, can earn up to 2 points.
2.2. Professional Development Recommended Points
1 day 2 days or more
Seminar 1 2
Regional conferences – attending 1 2
Regional conferences – presenting 2 3
National or international conferences – attending 1 2
National or international conferences – presenting 2 3
Workshops or training – participant 2 3
Workshops or training – facilitating or training (including manufacture’s training) 2 3
Credit bearing programs – participating (incl. assessments) As above As above
Credit bearing programs – facilitating (incl. assessments) As above As above
Completing assessor / moderator training 1 1
3. In-house Training (your employer). No minimum points, as some companies may not have in-house training. Up to 10 points can be earned in this category and may substitute short courses. 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 CCIDP meets the designation requirements, formal training is not compulsory. If your CPD contract requires it, the attainment of a qualification is a requirement.
A CCIDP designation holder may enroll for an accredited learning program and earn up to 20 points per year. The program MUST be CCMG approved. Must be chosen from Management L4 / L5 or Contact Centre L3, L4, or any other CCMG approved qualification.
5. Reading and Publishing. A Minimum of 45 points must be earned in this section. Recommended Points
Reading & Blogging. 400 – 1000 words More than 2000 words.
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 write a blog or article as per the template for 2 points. Each between 400-2000+ words. Must be published on an approved site (LinkedIn, Skills universe, Skills Portal) 1 2
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 CCIPD’s CCMG profile. 1 2
Reading books about topics that are related to Call Centre Industry. CCIDP’s must write a short reference in the CCIDP’s CCMG profile of no less than 500 words. 2
6.1. Personal Development. A minimum of 15 points must come from this category.

A CCIDP must complete and monitor a Personal Development Plan
Up to 10 CPD points (max) could be earned for completing and monitoring a personal development plan. More CPD points can be earned based on section 6.2 below.
6.2. Personal & Professional Development Recommended Points
Membership of industry body (incl. unions, bargaining councils and professional bodies) 1
Serving on committees that serve the industry 2
Receiving industry awards recognised by CCMG 3
Receiving company awards 1
Participating in competitions (national, international, regional or local or company) 1
Winning in competitions (national or international) 1
Participating in shows or exhibitions (national or international) 1

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 45 CPD points must be earned per year or a minimum of 135 CPD points over a cycle of 3 years to sustain the designation. A candidate cannot apply for a higher designation if in the last 12 months on the current designation they did not meet the required point minimum.

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