There are a number of components that make up a Contact Centre Advanced 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.
Advanced 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.
Advanced apprentices, with support and opportunities in the workplace, can progress onto:
With additional training, Advanced apprentices may be able to progress in their careers to roles including:
Entry requirements: You must be employed in a contact centre environment carrying out contact centre tasks for at least 16 hours per week.
Progression into this Advanced Apprenticeship may be from a wide number of routes due to the varying backgrounds and past academic work related experiences of apprentices. Such routes will include having achieved: Learners may also progress into the Advanced Apprenticeship without prior qualifications.
Most learners progressing into the Contact Centre Advanced Apprenticeship have some prior experience in a contact centre or customer service job role, although this is not a formal requirement. Learners who do not have any prior experience in a contact centre or customer service job role may be better suited to the Contact Centre Intermediate Apprenticeship, although all individuals will be judged on their own merits, experiences and capabilities.
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