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:
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:
Assessment method: There are various methods available that can be tailored to suit your needs, such as:
All teaching, learning and assessment for the qualification will take place in the workplace. There is no requirement to attend college.
View the NVQ standards here.
View the Technical Certificate standards here.
Intermediate apprentices, with support and opportunities in the workplace, can progress onto:
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.
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:
Learners may also progress into the Intermediate Apprenticeship without prior qualifications.
To get started please complete the form below and one of our team will contact you ASAP.