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Contact Centre Level 3 Advanced Apprenticeship

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:


  • A competence qualification: NVQ Level 3 Diploma in Contact Centre Operations
  • A knowledge qualification: BTEC Level 3 Certificate in Contact Centre Operations
  • Functional Skills Maths Level 2
  • Functional Skills English Level 2

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:

  • Managing customer service delivery
  • Delivery of effective customer service
  • Leading direct sales activities
  • Contributing to performance management
  • Negotiating, handling objections and closing sales
  • Leading a sales or marketing team

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?

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

  • a Higher Apprenticeship in Contact Centre Management, Business & Professional Administration or Leadership & Management
  • further or higher education to undertake customer service, business related or other qualifications, including Foundation Degrees in, for example, Contact Centre Operations or Business Management
  • a range of Customer Service, Contact Centre, Sales, Business related and other undergraduate programmes
  • a range of Customer Service and other Professional Qualifications, including a Level 4 Diploma in Customer Service Management, a Level 4 Diploma in Contact Centre Operations or a Foundation Degree in Customer Service and Contact Centre Management.

With additional training, Advanced apprentices may be able to progress in their careers to roles including:

  • Resource Scheduling Manager,
  • Senior Planner,
  • Team Manager,
  • Key Account Manager,
  • Senior Contact Centre

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.

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.

  • a Level 2 Intermediate Apprenticeship in Contact Centre Operations
  • a Level 2 Intermediate Apprenticeship in Customer Service
  • a Level 2 Intermediate Apprenticeship in another business related area including Business and Administration, Sales and Team Leading
  • QCF Awards, Certificates or Diplomas
  • a (14-19) Foundation or Higher Diploma in Business Administration and Finance, Hospitality or Retail business
  • GCSEs or A levels

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.

Getting Started

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

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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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