Contact Centre Operations

Level 2

Mandatory (2)

  • Develop personal and organisational effectiveness
  • Health and Safety in ICT and Contact Centres

Optional Units

  • Contact centre systems and technology
  • Customer care
  • Direct selling and customer acquisition in contact centres
  • Interpersonal and written communication
  • Performance management
  • Remote support for products and services
  • Staff resource planning for contact centres

Restricted Option Unit (maximum of 2 can be chosen)

  • Supporting learning and development
  • Managing people and resources
  • Managing quality
  • Use IT systems
  • Use IT to exchange information
  • General uses of IT
  • Use IT software
  • Internets and intranets
  • E-mail
  • Word processing software
  • Spreadsheets software
  • Database software

Units Required for Apprenticeship Framework (NVQ)Key Skills*

  • Application of Number Level 2
  • Communication Level 2
  • Employment Responsibilities and Rights (Workbook)
  • Technical Certificate Level 3*

*Past qualifications may replace these elements of the framework.

Contact Centre Professional

Level 3

Mandatory Units (2)

  • Develop personal and organisational effectiveness
  • Health and Safety in ICT and Contact Centres (as level 1)

Optional Units

  • Contact centre systems and technology
  • Customer care
  • Direct selling and customer acquisition in contact centres
  • Interpersonal and written communication
  • Performance management
  • Remote support for products and services
  • Staff resource planning for contact centres
  • Email

Restricted Option Unit (maximum of 2 can be chosen)

  • Sector specific unit
  • Supporting learning and development
  • Managing people and resources
  • Managing quality
  • Use IT systems
  • Use IT to exchange information
  • General uses of IT
  • Use IT software
  • Internet and intranets
  • Word processing software
  • Spreadsheets software
  • Database software
  • Specialist or bespoke software