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Contact Centre Strategic Professional (CCStP)
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Requirements & CPD Plan

396 Contact Centre Strategic Professional
CCMG – Contact Centre Management Group Level 4
NQF Level 6 40 Points 120 Points
Roles and Careers linked to the qualification include but are not limited to:
  • Contact Centre Operations Manager/Director/Executive
  • Contact Centre Senior Manager/Director/Executive
  • Contact Centre Sales Managers
  • Contact Centre Managers
  • Contact Centre National Account Manager
  • Contact Centre Channel Manager
  • Contact Centre General Manager
  • Contact Centre Sales Director
  • Contact Centre Business Development
The core functions of a Contact Centre Brand Ambassador include but are not limited to the following:
  • Initiate, develop, implement and evaluate operational strategies, projects and action plans in order to improve the effectiveness of the Contact Centre.
  • Monitor and measure performance and apply continuous or innovative improvement interventions in the unit.
  • Lead and manage a team of first line managers to enhance individual, team and unit effectiveness.
  • Build relationships with superiors and with stakeholders across the value chain.
  • Apply the principles of risk, financial and knowledge management and business ethics within internal and external regulatory frameworks.
  • Enhance the development of teams and team members.
For the designation to be awarded applicants must have:
  • Enhance the development of teams and team members.
  • Any postgraduate qualification in Contact Centre Management
  • 5 Years experience as a Contact Centre Manager or equivalent
In order to ensure the currency of professional knowledge and retain the designation, the Contact Centre Strategic Professional is required to:
  • Adhere to the CCMG’s Code of Conduct
  • Perform and register CPD activities worth 120 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 40 points,
    • personal development for a minimum of 60 points,
    • personal development for 10 points
  • Ensure that CCMG membership fees are paid
CCMG CPD & Designations project 2017 -2019: CPD Plan for Call Centre Strategic Professional (CCStP)

Perform and register 40 points per year 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 for a minimum of 10 points and,
  • Attend or present at registered Professional Development opportunities for at least 60 points and,
  • Read and publish on Skillzbook or on the CCMG platform for at least 40 points and,
  • Read and blog for a minimum of 30 points
  • Complete and monitor a Personal Development plan for a minimum of 10 points and/or,
  • Any combination of formal CPD activities with a minimum of 120 points over 3 years.
  • Ensure that membership fees to the Professional Body are paid and that the member is in good standing.
(CCStP) 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. Only 10 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 CCStP 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 CCStP meets the designation requirements, formal training is not compulsory. If your CPD contract requires it, the attainment of a qualification is a requirement.
A CCStP designation holder may enroll for an accredited learning program and earn up to 30 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 40 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
Reading industry related articles from credible sources, such as newspapers, e-newsletters, industry journals or industry websites. These must be copied and saved into the CCMG Profile. 1 2
Reading books about topics that are related to Call Centre Industry. Write a short reference in CCMG Profile of no less than 500 words. 2
6.1. Personal Development. A minimum of 10 points must come from this category.

A CCStP 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.
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 40 CPD points must be earned per year for a minimum of 120 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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