NEWSFLASH: SENIOR CSR IS HERE AND OPEN FOR BUSINESS!

If you've got senior contact centre staff in need of professional development, ETITO's new National Certificate in Contact Centres [Senior Customer Service Representative] [Level 3] is the right tool for you.

Quit Group's Marian, Kannon and Marea completed the National Certificate in Contact Centres [Senior Customer Service Representative] [Level 3] as part of ETITO's wider pilot group.

This newest national qualification provides a stepping stone for those senior contact centre professionals who have already completed the National Certificate in Contact Centre Operations [Level 3], and wish to progress further within the industry.  Sitting between the Level 3 qualification and the National Certificate in Contact Centres [Team Leader] [Level 4], the Senior CSR qualification fills a gap in the career pathway and recognises the need for continued professional development while giving contact centre professionals the opportunity to achieve.

The Quit Group’s Business Support Manager, Adrianna Slykerman sees this newest addition to the contact centre national qualifications portfolio as highly valuable for would-be team leaders.  “Whereas Level 3 sits more at an operational level, Level 4 is much more about managing people,” she says.  “Senior CSR allows the trainee to gain insight into what it’s like to be a team leader and decide whether it’s something they want to strive for.” 

Having been designed in response to a need identified through consultation with industry, ETITO Industry Training Manager, Ross Clarke is delighted to announce that Senior CSR is now available to contact centres around New Zealand.  “Previously the change of focus between the Level 3 and Level 4 qualifications has been significant and trainees have faced difficulties in reconciling the course requirements with their level of responsibility and experience.  Senior CSR is intended to aid contact centre professionals as they advance through the ranks in the contact centre industry and recognises the specific career pathway within the contact centre.”

Adrianna jumped at the chance to get Quit Group staff involved with the pilot scheme for the Senior CSR qualification, and has been pleased with the results.  “It’s relevant to the everyday work of our senior CSR staff and as we only have a finite number of team leader positions available, we have to be realistic that some time may elapse between completion of Level 3 and moving into a team leader role.  In that sense, Senior CSR is invaluable because it helps improve and maintain trainee focus, motivation and performance.  And, our staff really enjoy it too.”

If you’d like to find out more about the National Certificate in Contact Centres [Senior Customer Service Representative] [Level 3], contact your ETITO training manager.