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Contact Centre Support Professional (CCSUP)
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Requirements & CPD Plan

DESIGNATED ID DESIGNATION TITLE
394 Contact Centre Support Professional
PROFESSIONAL BODY CCMG LEVEL
CCMG – Contact Centre Management Group Level 2
NQF LEVEL CPD POINTS TO BE
EARNED OVER 1 YEAR
CPD POINTS TO BE
EARNED OVER 3 YEARS
NQF Level 4 25 Points 75 Points
Roles and Careers linked to the qualification include but are not limited to:
  • Contact Centre Team Manager
  • Contact Centre Team Leader
  • Contact Centre Junior Supervisor
  • Contact Centre Quality Assessor/Auditor
  • Contact Centre Quality Coach
  • Contact Centre Trainer/Facilitator
The core functions of a Contact Centre Brand Ambassador include but are not limited to the following:
  • Understanding, implementing and monitoring service levels in a Contact Centre environment.
  • Monitoring and controlling Contact Centre support staff and their meeting of targets and standards.
  • Applying specific Contact Centre sales knowledge and skills in creating and meeting sales targets and requirements.
  • Identify specific Contact Centre customers.
  • Monitoring the performance of others in Contact Centres and coach them accordingly.
  • Working with Contact Centre statistical data.
To qualify as a Contact Centre Brand Ambassador, professionals must comply with the following minimum requirements: an applicant must have completed or partly completed:
  • Further Education and Training Certificate in Contact Centre Operations (NQF Level 4) -and/or-
  • National Certificate in Contact Centre Operations (NQF Level 4).
both which are registered learnerships with the Services SETA.

For the designation to be awarded applicants must have:
  • 18 months or more work experience as a Contact Centre Brand Ambassador and/or equivalent.
  • Have more than 6 months Contact Centre Team Leading experience.
  • Have a matric certificate or equivalent.
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 75 points over a 3 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 10 courses, online on the Skillzbook platform for 2 points per course,
    • Attend or present at registered Professional Development opportunities for at least 15 Points,
    • Attend in-house training for a minimum of 10 points,
    • Read, blog and publish on approved sites for a minimum of 25 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 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 Support Professional (CCSUP)

Perform and register 75 points over a 3 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 10 courses, online on the Skillzbook platform for 2 points per course and,
  • Attend or present at registered Professional Development opportunities for at least 15 Points and,
  • Attend in-house training for a minimum of 10 points and,
  • Read, blog and publish on approved sites for a minimum of 25 points in this category and,
  • Complete and monitor a personal development plan for at least 5 points or,
  • Any combination of formal CPD activities with a minimum of 75 points over 3 years.
  • Ensure that CCMG membership fees are paid
(CCSUP) 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 20 points must be earned in this category.

Thus a minimum of 10 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 CCSUP 2 points. On Skillzbook.com, click on e-learning. Then register for the courses indicated above.
2.1. Professional Development. No minimum points, as it may be very difficult for a CCBA to attend events or workshops. 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 CCSUP 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 L3, L4, or any other CCMG approved qualification.
5. Reading and Publishing. A Minimum of 25 points must be earned in this section. Recommended Points
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 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 2
6.1. Personal Development. A minimum of 5 Points must be earned in this category.

(CCSUP must complete 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.
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 2
Receiving company awards 3
Participating in competitions (national, international, regional or local or company) 2
Winning in competitions (national or international) 2
Participating in shows or exhibitions (national or international) 1

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 25 CPD points must be earned per year for a minimum of 75 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