March 2003

alberghi ostello Waterford“By Practitioners - For Practitioners”

Two of New Zealand’s premier Contact Centre educators have collaborated to establish the Contact Centre Institute of New Zealand (CCINZ). Both renowned for high standards and professionalism in their Contact Centre training, the DMA and TalkTactics International (New Zealand) have joined forces to create a permanent resource centre for the training and professional development of practitioners in the Contact Centre Industry.

The Institute will be coordinated from the DMA’s offices in Ponsonby with the courses being held at TalkTactics’ new, state of the art training facilities in Albany. The Contact Centre Managers course is in the final stages of development. Being based around the DMA’s previous Contact Centre Managers course, it has also undergone a major review and rewrite to reflect the changes in this fast-paced industry.

The Contact Centre Institute is committed to the constant review and improvement of the course, providing practical, relevant experience: by practitioners - for practitioners. Initially the Contact Centre Institute will offer a Contact Centre Management course, to be followed later in the year by training at both the Team Leader and Customer Service Representative levels.

With offices in Melbourne, Auckland and Wellington, Talkluxury hotels in AntwerpTactics International (NZ) have a great deal of experience in the Contact Centre Industry and in 2002 were the recipients of the Enterprise North Shore, A.C. Blackmore Excellence in Service Delivery Award.

The DMA have been training people within the marketing industry since 1974 and the Call Centre industry since 1990 and the popularity of it’s Contact Centre course continues to grow along with its reputation, so the Contact Centre Institute, seems to be the next logical step.

“This is a really exciting development. A permanent place of learning for people at all levels of the Contact Centre where they can grow and learn from both the material taught within the course and from the wealth of knowledge every person brings to the classroom.”
Keith Norris, DMA Chief Executive

The Contact Centre Institute will host a formal launch in Auckland in June. Please check the DMA website www.dma.co.nz for forthcoming details.

For further information concerning the Contact Centre Institute and its courses please contact:
Carolyn Finny
DMA Education Manager
Ph : 0-9-3039477
Fax: 0-9-3034787
carolyn@dma.co.nz