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|Contact Centre Operational Professional (CCOP)|
Requirements & CPD Plan
|DESIGNATED ID||DESIGNATION TITLE|
|395||Contact Centre Operational Professional|
|PROFESSIONAL BODY||CCMG LEVEL|
|CCMG – Contact Centre Management Group||Level 3|
|NQF LEVEL||CPD POINTS TO BE
EARNED OVER 1 YEAR
|CPD POINTS TO BE
EARNED OVER 3 YEARS
|NQF Level 4||35 Points||105 Points|
|A Contact Centre Support Professional participating in the CPD program can achieve the required points in the following manner:|
|1. Short courses: A minimum of 10 points must be earned in this category.
Thus a minimum of 5 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.
|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 CCOP 2 points. On Skillzbook.com, click on e-learning. Then register for the courses indicated above.
|2.1. Professional Development. A Minimum of 45 points must be earned in this section.
(Thus a minimum of 23 CCMG events or CCMG 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, up to 2 points.
|2.2. Professional Development||Recommended Points|
|1 day||2 days or more|
|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). A minimum of 10 points must be earned in this category.||Up to 10 points should 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 CCSUP meets the designation requirements, formal training is not compulsory. If your CPD contract requires it, the attainment of a qualification is a requirement
|A CCOP 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 30 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 no less than 500 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 learners CCMG Profile||1||2
|Reading books about topics that are related to Call Centre Industry – Learners must write a short reference in the learners CCMG profile of no less than 500 words||1||2|
|6.1. Personal Development. A minimum of 20 points must come from this category.
A CCOP must complete a Personal Development Plan
|10 CPD points could be earned for completing and monitoring a personal development plan. More CPD points can be earned based on section
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 or company)||2|
|Receiving industry awards rocognised 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.|