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Contact Centre » Overview

If you like talking on the phone, why not make a career out of it?
Contact Centre

Contact centre courses prepare you for your future career working at a contact centre and in customer service. Contact centre is a large industry and it’s still growing.

After completing a course or programme in this are you will possess the skills and knowledge you need to be successful. This includes skills such as sales and customer services techniques – essentially you will be taught how to build rapport with people over the phone and how to deliver information in a clear and concise manner.

Your courses may also teach you how to deal with conflict and the appropriate ways to respond to difficult customers. People who are calm and who are good communicators have an advantage in contact services roles!

You will also learn about the technical side of the industry, such as the terminology that is used within the workplace and the statistical software that many contact centres utilise.

Contact centre management courses are likely to build upon the skills that you have learned in basic contact centre courses, however you may also find yourself learning about how to manage a team and how to build work morale. This includes strategies for performance planning and how to monitor and motivate performance. Your studies may also learn about how to train and develop the skills on future colleague under your supervision.

Medium_celiafinal Celia Buckman
Team Manager

Career   Describe your job I currently work as a Team Manager for Vodafone in our mobile consumer call centre. My job... read more »

Medium_stephmorgan Stephanie Morgan
Customer Service Representative

Study   What are you studying? I am in my first year, studying Bachelor of Art and Design majoring in Animation and Visual... read more »

Medium_aleni Aleni Feata
Contact centre student

Study Related Questions   What course do you study? I studied NZMA’s Certificate in Contact Centre & Employment... read more »