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