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|Contact Centre Strategic Professional (CCStP)|
Requirements & CPD Plan
|DESIGNATED ID||DESIGNATION TITLE|
|396||Contact Centre Strategic Professional|
|PROFESSIONAL BODY||CCMG LEVEL|
|CCMG – Contact Centre Management Group||Level 4|
|NQF LEVEL||CPD POINTS TO BE
EARNED OVER 1 YEAR
|CPD POINTS TO BE
EARNED OVER 3 YEARS
|NQF Level 6||40 Points||120 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. 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 www.Skillzbook.com , 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|
|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.|