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Contact Centre Operational Professional (CCOP)
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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
Roles and Careers linked to the qualification include but are not limited to:
  • Call Centre Manager
  • Call Centre Supervisor
  • Junior Operations Manager
The core functions of a Contact Centre Operational 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.
  • Manage the quality of operations, service levels and performance levels and implement service delivery systems.
  • Assess the sales environment and take appropriate action where necessary.
  • Develop and maintain Contact Centre customer database
  • Lead Contact Centre team members in a diverse environment.
For the designation to be awarded applicants must have:
  • Successfully completed a Further Education Training Certificate: Generic Management (NQF Level 4), -and/or-
  • National Diploma: Contact Center Operations (NQF Level 5),
  • 18 Months or more work experience as a Team Leader or equivalent position,
  • 12 Months or more Generic Management Contact Centre experience and,
  • Matric Certificate or equivalent.
Adhere to the CCMG’s Code of Conduct Perform and register CPD activities worth 105 points within a three year cycle ; AND Participate in CPD activities as follows:
  • Adhere to the CCMG’s Code of Conduct
  • Perform and register CPD activities worth 105 points within a three year cycle ; AND
  • Participate in CPD activities as follows:
    • education and training for a minimum of 10 points,
    • professional development for at least 45 points,
    • personal development for a minimum of 20 points,
    • Read, blog and publish on approved sites for a minimum of 25 points in this category,
    • reading and blogging for 30 points.
  • Ensure that CCMG membership fees are paid
Through accumulating more industry-related experience a Contact Centre Support Professional can progress to the higher professional designations, namely 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 Operational Professional (CCOP)

Perform and register 105 points within a three year cycle to maintain their Professional Designation. These points can be earned by participating in formal CPD activities as follows:
  • Complete self-study of at least 5 courses, online on the Skillzbook platform 10 points and,
  • Attend or present at registered professional development opportunities for at least 45 points and,
  • Complete and monitor a personal development plan for a minimum of 20 points and,
  • Read and blog for a minimum of 30 points
  • Complete and monitor a personal development plan for at least 5 points or,
  • Any combination of formal CPD activities with a minimum of 105 points over 3 years and,
  • Ensure that CCMG membership fees are paid.
(CCOP) CPD Requirements
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
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). 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.
1
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.

Total over 12 months

A minimum of 35 CPD points must be earned per year for a minimum of 105 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.

Contact us

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

Cape Town
Tel: 021 856 3871

Email: info@ccmg.org.za