Level 2 NVQ Certificate in call centre operations

business-call centre

Who is it for?

This is a flexible qualification aimed at individuals working in call/contact centres.


The cousre 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 28 credits must be achieved:  6 credits from the mandatory units and a minimum of 22 credits from the optional units.

Mandatory units

Unit: CU3197 Improve Personal Effectiveness at Work 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.


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


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.


On completion of this course students may progress on to the Level 3 NVQ Diploma in contact centre operations.

How to apply

© Mode Training