A contact centre can be the central point from where all customer interactions can be managed in a business. Contact centres are not the same thing as call centres. However, contact centres can offer a wide range of other services, such as chatbots, call-recording, automated and interactive voice responses, social media monitoring and speech analytics. In association with industry Ringa Hora develops and maintains qualifications and standards for Contact Centres, to allow staff to develop skills and gain recognition for their increasing competence.
Find a Contact Centre qualification
New Zealand Certificate in Contact Centres (Level 3) (65 credits). NZQF Ref: 2303. Next review will be in 2028.
New Zealand Certificate in Contact Centres (Level 4) (60 credits) NZQA Ref: 2304. Expiring in December 2024.
Find a Contact Centre standard
Find a Contact Centre standard – Search for Service Sector > Contact Centres unit standards here:
Qualifications
There are currently no qualifications under review.
Standards
There are currently no standards under review.
2023 Review of the following qualifications was completed. Here is the link to the change report.
2023 Review of 14 Contact Centres unit standards and development of 4 new skill standards has been completed. Here is the May 2024 change report.
The generic skills for service delivery are used across many training programmes for qualifications covered by Ringa Hora and many other sectors.
There are no specialist qualifications in this area. But the skills contribute to competency in a wide range of sector qualifications.
Find a Service Delivery standard
Search for Service Delivery unit standards here:
Service Delivery Due review 2025
Standards
There are no current unit standard reviews.
Qualifications
There are no current qualification reviews.
2024 Revision of Service Delivery unit standard 28146 was completed in September. Here is the link to the change report on the NZQA website.
2021 Review of Service Delivery unit standards. Here is the link to the change report on the NZQA website.
Ringa Hora work with industry, employers, professional groups, and other stakeholders to develop qualifications that are fit for purpose. If you wish to be involved in any of the current or upcoming reviews, provide feedback, or have any questions, please email [email protected]
