The Level 2 Certificate in Contact Centre Operations is designed for learners who are working in, or want to work in, their first contact centre operations role, or if they want to progress further in their contact centre career.
The purpose of the Level 2 Certificate in Contact Centre Operations is to equip learners with the knowledge they’ll need to be able to work effectively, or progress into employment.
The Level 2 Certificate in Contact Centre Operations has been developed in partnership with industry experts and is based on the contact centre operation national Occupational Standards, currently manage by SkillsCFA.
This qualification will:
focus on the study of contact centres, within the business and administration sector
offer breadth and depth of study, incorporating a key core of knowledge.
The objective of this qualification is to:
equip learners with the knowledge they’ll need to work effectively in contact centres.
This qualification forms the knowledge-based qualification aspect of the Intermediate Level Apprenticeship in Contact Centre Operations.
While completing this qualification, learners may develop the knowledge, understanding and essential skills employers look for in employees. These range from familiar ‘key skills’ such as team working, independent learning and problem solving, to more tricky-to-measure skills such as:
an appreciation for appropriate behaviour and dress
appropriate interpersonal skills
communicating with professional colleagues/peers and/or hierarchical seniors
supporting other aspiring employees
personal manners and deportment
understanding work practices and how different roles and departments function within an organisation.
To be awarded the Level 2 Certificate in Contact Centre Operations, learners are required to successfully complete a minimum of 13 credits in total with 7 credits from the mandatory units and 6 credits from the optional units. A minimum of 10 credits must be at Level 2
Unit 01 Principles of personal effectiveness in a contact centre
Unit 02 Principles of health and safety in a contact centre
Unit 03 Principles of personal responsibilities and working in a business environment
Unit 04 Principles of using systems and technology in a contact centre
Unit 05 Principles and processes of systems and technology in a contact centre
Unit 06 Principles of communication and customer service in a contact centre
Unit 07 Principles of selling in a contact centre
Unit 08 Principles of customer service in a contact centre
Unit 09 Principles of sales activities and customer support in a contact centre
Unit 10 Principles of handling incidents through a contact centre
Unit 11 Principles of legal, regulatory and ethical requirements of a contact centre
The units above may be available as stand-alone unit programmes.
To achieve the Level 2 Certificate in Contact Centre Operations, learners must successfully
demonstrate their achievement of all learning outcomes of the units as detailed in this qualification