Level 3 NVQ Certificate in call centre operations

business-call centre

Who is it for?

A flexible qualification aimed at individuals working in call/contact centres.

Content

The course is relevant to a diverse range of job roles in this field, and reflects the skills these roles demand, including:

  • communicating and building relationships with customers and colleagues
  • resolving problems
  • promoting products and/or services
  • making sales
  • navigating software
  • keeping records
  • gathering customer feedback
  • working in a team

Students are allocated a personal assessor who visit them in the workplace to carry out assessments, monitor progress, set targets and offer support.

What units must be achieved?

To achieve a full L2 NVQ Certificate in Contact centre operations a minimum of 42 credits must be achieved:  6 credits from the mandatory units and a minimum of 36 credits from the optional units.

Mandatory units

Unit: CU3289 Develop Personal & Organisational Effectiveness in a Contact Centre 4 credits
Unit: CU3198 Comply with Health and Safety Procedures in a Contact Centre 2 credits

Optional units
A range of optional units are available. Students’ personal assessors will complete a skillscan with them in the workplace to ascertain the most appropriate options.  The choice of optional units is agreed with the student, the assessor and the employer.

Duration

The length of the course varies depending on:

  • whether the qualification is being completed as part of an apprenticeship
  • how much time the student can dedicate to the course work
  • student’s previous knowledge, skills and qualifications

Entry requirements

There are no entry requirements for this qualification. If the qualification is being completed as part of an apprenticeship then entry requirements will apply see eligibility: apprenticeships

Cost

There is apprenticeship funding available for this qualification.  Students’ eligibility will be checked upon application. If a student isn’t eligible, the course cost will be £700 including VAT.

How to apply


  • Training Plus Merseyside
  • Greater Merseyside Learning Providers Federation
  • The workplace wellbeing charter
  • Investors in People Gold
  • Apprenticeships
  • City & Guilds
  • EDI
  • NCFE
  • Merseyside Hairdressing Forum
  • Liverpool Provider Network
  • About Mode

    Apprenticeships and other training for individuals, businesses and schools on Merseyside

    Mode is a Liverpool-based work-based learning provider. We help people develop their skills to recognised certified standards. Our courses are for school pupils, school leavers and individuals in employment. We help businesses develop their strongest asset: staff.

    Our portfolio includes Apprenticeships, NVQs and other industry-approved qualifications in barbering, call centre operations, customer care, hairdressing, performance skills.

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