FAQs

A list of the most frequently asked questions.  If you have a question that is not listed here please feel free to contact us and ask away!

Why should I take these courses?

The Contact Centre industry is suffering a severe shortage of qualified staff.  By completing the industry qualifications you will be in a much stronger position to apply for various roles and will stand a much higher chance of kick starting your career in this Global industry.

Do I need to be employed to receive the qualification?

To complete the qualification you will to be assessed in an actual workplace role.  This means that at some stage you will need to be in an environment where an assessor can observe you in a Contact Centre job.  You may start the training prior to obtaining a job and then be assessed once you are in the role to receive your qualifications.

I am doing the ETITO qualification why should I do your course?

The ETITO own the qualification framework but do not offer training or assessments.  We work with the ETITO and are able to provide you all the training material and resources for all the unit standards you require.  This takes the stress and hassle out of completing the qualification and allows you complete the qualification faster with a deeper level of learning.

Do I need to supplement this course with any additional training?

NO! The training material provided has been designed and written by Contact Centre experts with the express view of meeting the needs of the qualifications.  Everything you need is covered off in each of the modules / Unit Standards.

Can we use internal assessors?

Yes  this is an option for you.  You will need to ensure that the nominated person who will be assessing has completed the Level 3 and Unit Standard 4098 qualifications.  This ensures they are registered with NZQA to assess this level and their students are getting a quality assessment.  If you are to proceed with this option, it is a good idea to sit down and plan your time around assessing and your daily workload and to advise your colleagues and manager that you may call on their assistance for your daily role if required.

Will this system help me with assessing staff?

The feedback that we had from the assessors using this system has been that it can save you up to 50% in assessment time due to the way the students work through the material and the way the system is designed to capture information and answers which are used towards the assessments.

I have a diploma / Degree why should I do this course?

In our experience we have found that a number of people who have higher qualifications and then have completed the level 3 and level 4 qualifications have learnt a lot more about life skills and personal skills that are transferable anywhere.

How long will this take me?

If you allow 1-2 hours per week you can complete the qualification comfortably in 9 - 10 months.  If you have the ability to spend longer on the material then you can complete the course faster.

Can I access the course from home?

Yes!  The beauty of this system is that you can access the course anywhere and at anytime.  All you need is Internet Explorer 5.5 or higher.  The system is also intelligent enough to bookmark your place so when you log back in you are not having to search for where you left off.