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Contact Centre Level 2 Intermediate Apprenticeship

There are a number of components that make up a Contact Centre Intermediate Apprenticeship. Here you will find an outline of the qualifications you will achieve and the units and vocational areas you will cover throughout your training as well as other important information such as timescales, funding and what this qualification can lead to.


Intermediate Apprenticeship in Contact Centre Operations, which includes:

  • A competence qualification: NVQ Level 2 Certificate in Contact Centre Operations
  • A knowledge qualification: BTEC Level 2 Certificate in Contact Centre Operations
  • Functional Skills Maths Level 1
  • Functional Skills English Level 1


The apprenticeship is made up of mandatory units which cover the essential skills required for working in a contact centre environment, such as improving personal effectiveness and health and safety. There are then a variety of optional units to choose from which focus on the specific tasks you carry out within your role which could include:

  • Using technology
  • Delivery of effective customer service
  • Direct sales activities
  • Dealing with incidents
  • Supporting customers and colleagues

How Much Does It Cost?

About The Training

Assessment method: There are various methods available that can be tailored to suit your needs, such as:

  • Observation
  • Examination of case history
  • Product evidence
  • Witness testimony
  • Questioning

All teaching, learning and assessment for the qualification will take place in the workplace. There is no requirement to attend college.

Want More Detailed Information?

View the NVQ standards here.

View the Technical Certificate standards here.

What About The Future?

Intermediate apprentices, with support and opportunities in the workplace, can progress onto:

  • the Level 3 Advanced Apprenticeship in Contact Centre Operations
  • other Level 3 Advanced Apprenticeships such as Customer Service, Business & Administration, Retail and Sales
  • the Advanced (14 – 19) Diplomas in a range of related sectors, including Business, Administration and Finance, Public Services, Hospitality and Retail
  • further education to undertake customer service, business related or other qualifications

With additional training, Intermediate apprentices may be able to progress in their careers to roles including Sales Team Leader, Customer Service Team Leader, Contact Centre Team Leader, Product Specialist, Supervisor, Support Analyst and Contact Centre Manager.

Further Information

Entry requirements: You must be employed in a contact centre environment carrying out contact centre tasks for at least 16 hours per week.

There are no mandatory entry requirements for this Apprenticeship framework. However, employers are looking to attract applicants who have a keen interest in working in a Contact Centre environment and who enjoy talking to people. They expect applicants to understand the

importance of having excellent communication skills, a positive approach towards problem solving, basic numeracy and literacy skills and a willingness to work flexibly according to employer requirements.

Progression into the Intermediate Apprenticeship in Contact Centre Operations

Progression into this Intermediate Apprenticeship may be from a wide number of routes due to the varying backgrounds and past academic and work related experiences of apprentices. Such routes will including having:

  • undertaken learning in the Foundation Learning Curriculum
  • achieved QCF Awards, Certificates or Diplomas
  • undertaken a Young Apprenticeship programme
  • achieved a (14 - 19) Foundation or Higher Diploma in Business, Administration and Finance or Hospitality
  • achieved GCSEs or A levels

Learners may also progress into the Intermediate Apprenticeship without prior qualifications.

Getting Started

To get started please complete the form below and one of our team will contact you ASAP.

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Apprenticeship Levy

The new apprenticeship levy on employers will be introduced in April 2017 and will help fund employer apprenticeship schemes and reach the target of delivering three million apprenticeships by 2020.

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