Contact Centre Operations

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Contact Centre Operations
Level 2 and 3

Available at NVQ Levels 2 and 3, Apprenticeship and Advanced Apprenticeship.

Contact Centre Operations covers all areas of operation from call handling, IT support, helpdesk and training. The qualification is relevant to those working in areas like sales, information retrieval or account management, or for public service advisors, e.g. for the NHS or Local Government. Learners will typically be employed to work the phones and computer systems, listen and communicate and work with a team in a fast-paced environment.

NVQ Level 2

The NVQ Level 2 in Contact Centre Operations is aimed at those who work in contact centres and deal with customers over the telephone on a daily basis. The skills covered are relevant to every sector, such as banks, utility companies, travel companies including those who provide time table information and retailers.

NVQ Level 3

The Level 3 NVQ in Contact Centre Operations is designed for those who have previous experience of working in a contact centre and have progressed, or are looking to progress, into a supervisory or management role. The qualification develops the capabilities of the learner in areas such as managing customer care, managing incidents, co-ordinating remote support or call-outs, compliance with health and safety procedures and performance management.

Apprenticeship
The Apprenticeship qualification consists of the following elements:

• Key Skills – Application of Number Level 1 and Communication Level 1
• Employment Rights and Responsibilities
• NVQ Level 2 – see above

Advanced Apprenticeship
The Advanced Apprenticeship qualification consists of the following elements:

• Key Skills – Application of Number Level 2 and Communication Level 2
• Technical Certificate in Contact Centre Operations
• Employment Rights and Responsibilities
• NVQ Level 3 – see above

To make an enquiry about a course, please complete the Course Enquiry Form

Benefits to Learner
Gain a nationally recognised qualification
High quality training specific to Child Care
Improved career prospects
Improved Basic Skills and Key skills

Benefits to Employer
Increase staff retention
Higher quality training related to Child Care
Meet legislative requirements

Funding is available in most cases.
Full commercial rates: NVQ Level 2 – £1090, NVQ Level 3 – £1350