Bridge the gap from general customer service to contact centre specialisation
This Level 3 qualification in Contact Centres is designed for customer service professionals wanting to transition into specialised contact centre roles, bridging the gap between basic customer interaction and professional contact centre operations.
Perfect for customer service representatives, call centre agents, and support staff who understand customer interaction but want to develop professional contact centre capabilities including advanced communication, system management and customer solution delivery skills.
Who can enrol?
This programme is designed for:
Customer service professionals: Those wanting to shift into specialised contact centre roles, senior customer service positions, or team coordination roles.
Contact centre agents: Including call centre operators, help desk staff, customer support representatives and service coordinators.
Career changers: Looking to enter professional customer service from retail, hospitality, or administrative backgrounds with contact centre focus.
Communication-focused individuals: Who understand customer interaction but want to improve professional contact centre techniques, technology utilisation and customer solution delivery skills.
What makes this course effective?
Work-integrated learning approach: Apply concepts directly to current roles with assessments based on real contact centre scenarios and workplace projects that address actual challenges like customer interaction excellence, system navigation and solution delivery.
Structured learning environment: Combines theory with practical application over 30 weeks with immediate support from qualified trainers with extensive contact centre and customer service expertise.
NZQA-accredited qualification: Recognised within New Zealand's education framework, valuable for career advancement in customer service and contact centre roles with strong employer recognition across all service sectors.
Comprehensive contact centre learning: Ideal for those wanting to specialise in professional customer service, this business courses qualification combines contact centre theory with broader customer service skills including communication, technology and wellbeing management.
Career progression pathway: Can be used to ladder into higher-level customer service qualifications or supervisory roles, creating clear pathways for advancement into senior customer service and team leadership positions.
What does this course cover?
This programme develops comprehensive contact centre capabilities across essential customer service functions:
Customer interaction and communication: Master positive customer interaction techniques, effective communication skills and system navigation capabilities that deliver exceptional service for both customers and organisational objectives.
Business systems and technology: Develop comprehensive contact centre technology skills, business system utilisation and digital tool management essential for achieving individual and organisational performance targets.
Wellbeing and professional resilience: Build essential emotional and mental wellbeing management, positive attitude maintenance and behavioural excellence skills for thriving in demanding contact centre environments.
Customer solution delivery: Learn customised customer solution techniques, industry-specific knowledge application and service personalisation approaches that exceed customer expectations and drive satisfaction.
Compliance and workplace standards: Understand health and safety requirements, organisational policy adherence and legislative compliance essential for professional contact centre operations and risk management.
Professional development and adaptability: Develop understanding of how contact centre skills fit within broader customer service excellence and contribute to organisational success through continuous improvement.
Career outcomes
Graduates typically move into roles such as:
Senior Customer Service Representative positions: Leading customer interaction excellence, complex enquiry resolution and service quality initiatives across diverse contact centre environments.
Contact Centre Team Leader roles: Supporting team performance with professional customer service standards, training coordination and operational excellence for enhanced customer satisfaction.
Customer Experience Coordinator positions: Managing customer journey improvement, service quality assurance and customer feedback systems for organisational customer service enhancement.
Technical Support Specialist roles: Leading technology-assisted customer service, system navigation expertise and technical problem-solving for comprehensive customer support.
Customer Service Trainer positions: Supporting contact centre development with professional training capabilities, service standard implementation and team capability enhancement.
The qualification is particularly valued in telecommunications, banking, insurance, retail, government, and service sectors where NZQA-aligned credentials are recognised and respected by New Zealand employers.
