Level 2 Certificate in Contact Centre Operations

 

Price £612

 

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.

 

Qualification objectives

 

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.

 

Essential skills

 

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.

 

Modules

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

 

 Mandatory units 

 

  • 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

 

 Optional units 

 

 

  • 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

specification.

 

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