contact centre credentials

upskill with confidence : contact centre certificate pathways

Powered by TUANZ and LearningPlanet

Elevate your career and support your organisation with practical, industry-recognised training tailored specifically for New Zealand contact centre teams. Developed by LearningPlanet and originally delivered through CCNNZ, these micro-credential pathways give front-line staff and leaders actionable skills that fit into a busy working week.

Why Choose These Pathways?

Industry-Relevant & NZ-Focused: Modules are built around real-world contact centre scenarios and the local work environment.
Bite-Sized & Flexible: Delivered in 10-minute video modules with structured workbooks so you can learn at your own pace without disrupting daily operations.
Recognised Certification: Benefit from expert NZQA-accredited tutor assessment, personalised feedback, and an official Certificate of Completion.
Exclusive Member Pricing: Preferential rates arranged specifically for TUANZ and FLINT members.

How the Programme Works

Enrol Online: Submit your details and complete registration via our secure online form.
Learn on Demand: Watch short, focused 10-minute video modules on the LearningPlanet platform and complete workbook activities.
Assessment & Feedback: Submit your work for review and feedback by an NZQA-accredited tutor.
Earn Your Credential: Receive an official digital Certificate of Completion to showcase your accomplishment.

Available Courses

Contact Centre Agent Certificate

Target Audience: New or developing customer service and contact centre agents wanting to build core skills and confidence.

Format & Duration: 12 x 10-minute video modules (~120 minutes total study time) + workbook reflections and quizzes.

Topics Covered:

An Introduction to Contact Centres
Attitude & Customer Service Excellence
Answering the Telephone Professionally & Showing Empathy
Communication Skills
Award-Winning Telephone Techniques (Parts 1 & 2)
Positive First Impressions & Handling Difficult Customers
Telephone Call Control & Award-Winning Emails
Pricing: $400 + GST (TUANZ/FLINT Member Rate)

Contact Centre Team Leader Certificate

Target Audience: New or experienced team leaders wanting fresh approaches to transition from peers to leaders and lead high-performing teams.

Format & Duration: 12 x 10-minute video modules (~120 minutes total study time) + guided workbook exercises.

Topics Covered:

Being a New Leader & Influencing Skills
Coaching for Change (Parts 1 & 2)
Giving Instructions & Being Assertive
Handling Conflict & Difficult Conversations
Time Management
Giving and Receiving Feedback
Delegation Skills & Dealing with Change
Pricing: $450 + GST (TUANZ/FLINT Member Rate)

Contact Centre Manager Certificate

Target Audience: Current managers and strategic leaders looking to strengthen their leadership approach, drive growth, and stretch their thinking.

Format & Duration: 12 x 10-minute video modules (~120 minutes total study time) + applied leadership workbooks.

Topics Covered:

Workforce Management (WFM) and Data Analytics
Situational Leadership & Employee Engagement
Growth Mindset & Critical Thinking
Appreciation in the Workplace & Persuasion Skills
Emotional Intelligence & Creativity and Innovation
Business Storytelling, Project Management & Interviewing Skills
Pricing: $500 + GST (TUANZ/FLINT Member Rate)

What you receive upon completion

An official TUANZ & LearningPlanet Certificate of Completion.

Marked workbooks containing your practical prompts, frameworks, and risk-management action plans.

Digital credentials ready for professional profiles (LinkedIn) and company development records.

Enrolment Form