Member Programmes
Continuous Career Development (CCD) Programme
The CCD Programme is a self-directed, individual career development program for Contact Centre Professionals that provides measurement and recognition for ongoing skills acquisition.
The Programme offers participants a clear and structured framework to manage their career progression in the Contact Centre Industry, as well as providing for employer organisations and other bodies an identifiable and measurable assessment of a candidate’s individual achievements, commitment, motivation and ongoing development.
The CCD Programme caters for all levels of contact centre employees by offering two distinct categories of participation – Associate and Fellow. The Fellowship Programme is designed for Contact Centre Managers or other senior positions, whilst the Associate Programme is tailored for Team Leaders and emerging Managers.
The Programme is a self-directed process that requires from participants a commitment to engage in a range of professional activities, training and development as well as agreed stretch targets for new learnings, skills and experiences relevant to their goals. As participants move through the Programme they acquire points of recognition along the way to measure and record levels of attainment and completion.
Becoming part of the ATA’s CCD alumni, participants join an elite community of Contact Centre Professionals who will be recognized as proactively developing their careers and professional skills.
For CCD participants, the Programme delivers:
• Enhancement of the technical knowledge and professional skills of current and emerging Contact Centre Leaders.
• A clear and structured process to assist in gaining promotion or advancement.
• A measurement and recognition of individual achievements and ongoing skills development of Contact Centre professionals.
• A structured pathway to improve on job performance and manage career progression in the industry.
• Demonstration to employer organisations and other bodies outstanding motivated and dynamic individuals who are committed to ongoing skills and career progression in the industry.
• The CCD Program provides employer organisations and other bodies with an identifiable and measurable assessment of a candidate’s individual achievements, commitment, motivation and ongoing development.
Which ATA members can undertake CCD?
Current and emerging Contact Centre Managers and Team Leaders who are themselves, or are employees of, Financial members of the ATA.
Is there one CCD programme for everybody?
No, two distinct categories exist within the programme, i.e. the “Fellowship” and “Associate” programmes. The Fellowship Programme is designed for Contact Centre Managers or other senior positions, whilst the Associate programme is tailored for Team Leaders and emerging Managers.
The Team Leader programme will lead to recognition across the industry as a “Continuing Career Development Associate” and will entitle the participant to us the letters CCDA after their name.
The Centre Manager programme will lead to recognition across the industry as a “Continuing Career Development Fellow” and will entitle the participant to us the letters CCDF after their name.
What Are the Requirements of CCD?
All participants are required to earn a minimum number of CCD points over a three-year period, with a minimum number of CCD Points to be earned annually thereafter. (Refer to attachment CCD Points Table).
For the Fellowship programme, the minimum number of points required per annum is 20 with a minimum total of 100 across the three year period. For the Associate programme, the minimum number of points required per annum is 15 with a minimum total of 75 points across the three year period.
Points are allocated against varoius formal and informal areas of study and learning, event and conference attendance, participation in workshops, presentations and seminars, engagement in Awards and other programs as well as self directed learning and research. (See Table for more detail).
Is there any Recognition of Prior Learning (RPL) or experience?
Yes, applications can be made for recognition of prior learning, participation or experience. Applications for RPL will be assessed by ATA approved evaluators to ensure to ensure objectivity, transparency and fairness of process. Only activities conducted in the 3 years prior to CCD application will be considered for recognition of prior learning.
Formal vs Informal Development Activities
To ensure an effective balance between formal and informal activities and training, there is a requirement that a minimum of 60% of CCD points earned in any year should be via “Formal” activities such as attendance at events, presentations, formal training etc. The remaining 40% of points may consist of “Informal” activities such as reading, personal research and other activities associated with a CCD Personal Study Programme.
In the spirit of proactivity and taking personal responsibility for self development, participants are encouraged to seek learning and development opportunities outside of their own workplace and current role. With this in mind, no CCD points may be claimed for activities directly associated with your current organisations training and development activities and programmes that cover your existing role. Training program and activities that our outside your current role but contribute to your future skills development are acceptable.
CCD Personal Study Program
An important element of the CCD programme is the implementation of a Personal Study Programme (PSP). Participants may design and undertake their own tailored Personal Study Program for which CCD points can be claimed.
For a PSP activity to count for CCD points, it must be “Structured”, i.e. have a clear aim, objectives and a logical framework. (See below example)
PSP Objectives - “To maintain currency of knowledge in the area of IVR and Speech Technology”. Associated objectives might be to:
• Identify legislative changes affecting the use of IVR technology;
• Incorporate those changes into an overall understanding of the application of Speech technology
• Determine the effect the changes will have on client groups and/or employers and/or your own work; and
• Modify professional advice if necessary based on changes.
Activities which relate to your PSP such as relevant personal reading of related articles, books journals etc, site visits to relevant centres or workplaces etc. can then be claimed as structured CCD points.
The ATA also recognises the increasing rate of regulatory and technical change affecting all members. Relevant personal reading, (not necessarily related to a PSP), which seeks to maintain currency of knowledge is acceptable as a CCD activity providing adequate records are maintained which demonstrate a structured approach to personal research. Structured relevant personal reading of any periodic professional journals or magazines would therefore be able to be claimed towards CCD points.
Points earned via a PSP are considered as “Informal” and can therefore contribute to a maximum of 40% of the total points in any year (over a 3 year cycle).
A maximum of 10 points in a year can be claimed for relevant personal reading (provided adequate records are maintained).
Do I have to register for CCD?
Yes, members wishing to benefit from this programme may register via a special section on the ATA Website. As part of the registration process you will have the opportunity to briefly outline your Personal Study Plan and its main objectives. This will then be reviewed by an ATA evaluator and a confirmation of acceptance issued
How much does it cost?
For the Associate programme, a fee of $90 (Incl. GST) is payable on registration. An ongoing fee of $90 per annum to maintain accreditation as a Continuing Career Development Associate.
For the Fellowship programme, a fee of $100 (Incl. GST) is payable on registration with an ongoing fee of $100 per annum to maintain accreditation as a Continuing Career Development Fellow.
What can I earn points for?
CCD points can be earned for a range of different activities including industry training courses and seminars, Conferences, Workshops, Full or part time study for qualifications, Distance Learning, Contribution to original research activities, Presentations, State and National ATA Committee membership, Mentoring, ATA Awards Judging, Job swaps, Structured Reading & Private Study, Research for papers, Developing new skills e.g. management, technology etc.
The following table provides detail on the recommended point value of various activities. However, this table will be updated regularly as new activities are added. Members may request an assessment by the ATA of a particular activity which is not currently covered in the table attached below.
CCD Activities Points Table
How will my Achievements be recognised?
Once you have successfully completed your first year of the programme, you will be entitled to use the initials CCDF or CCDA after your name (depending on which stream you enrolled in). NB: If an application for recognition of prior learning (RPL) is successful, you may be entitled to use these initials after your name from the date your RPL application is approved.
The ATA will present you with a framed ATA Continuing Career Development Certificate to recognise that you have been carrying out CCD over a given 12 month period. You will be able to show this to your employer to enhance your career prospects, or to a prospective employer at an interview. Your name will also be recorded on the ATA website as a Fellow/Associate in the CCD programme.
In addition, regular acknowledgement and recognition of participants will be a feature of the CCD programme, e.g. presentation of certificates and invitations to speak at State and National events, particularly for those who have achieved accreditation at the 3 year milestone.
Recording Your CCD
To help complete your CCD record, the ATA has developed systems to enable you to record and keep track of the activities which you have undertaken for your CCD.
Following initial registration, nomination and approval of each participants PSP(s), the recording and update of progress will be the responsibility of each individual via a CCD “Members Only” Section on ATA Website where members can access/maintain their own records.
Planned future initiatives include an online “CPE Diary” which will be populated with ATA National Events Calendar activities and the ability to adapt your CCD record for internal employer performance reviews and convert your CCD record into a Curriculum Vitae format.
How should I plan what activities to undertake?
Before you commence your CCD, you should ask yourself the following questions. These
questions will help you to clarify what range of professional and career development activities you should be completing within a given period.
1. What are my current main duties and responsibilities?
2. What skills / knowledge / expertise am I expected to demonstrate?
3. What skills / knowledge / expertise would I like to develop and why?
4. Do I know of any forthcoming events which I could incorporate into my CCD
programme? e.g. ATA Conference.
5. Are there any special circumstances which may affect my CCD e.g. career
break?
6. What are my long term objectives in undertaking CCD?
7. Where do I want my career to go?
How Will the ATA Monitor CCD?
The ATA will monitor CCD to ensure that it continues to meet the needs of its members, and to deal with any particular problems you may be having. A sub committee has been formed to monitor the program and consider any appeals or requests that fall outside the guidelines.
The ATA will randomly review individual members to ensure that the scheme is running well and will provide opportunities for improvements to be made to the service for the professional and career development of members.
Should I involve my Employer?
The ATA strongly encourages involvement by your employer/line manager in your CCD, perhaps when planning your CCD or at a performance review.
CCD will also benefit employers. Companies which invest in CCD will inevitably enjoy the benefits of having more productive, committed and satisfied staff. Quality employees produce quality services!
The ATA will be actively promoting the benefits of CCD to employers and other bodies, encouraging the view that CCD is evidence that an individual takes themselves seriously in the Contact Centre space and that inclusion of CCD accreditation as a criterion in selection processes is desirable.
ATA Member organisations will also be encouraged to take pride in and count their employee points in a “Corporate” points balance, (i.e. “We currently hold 240 CCD points in employee credit!)
Contacting the ATA
To register for the CCD Programme - click here.[insert link to member site]
If you have any queries concerning CCD or wish to register for the programme, please contact the ATA National Office.
The ATA maintains a central office that is open between 9.00am to 5.00pm Monday to Friday (Sydney Time), its contact details are
Address: Suite 301, 55 Chandos Street St Leonards NSW 2065
Postal Address: PO Box 129 St Leonards NSW 1590
Phone: 02 9906 6163, 1800 025 727
Fax: 02 9906 2155
Email: ata@ata.asn.au
Web Site: www.ata.asn.au
