Vinaora Nivo Slider 3.xVinaora Nivo Slider 3.xVinaora Nivo Slider 3.x

Contact Centre Level 2


Title Qualification Level
Contact Centre HABC NVQ Certificate in Contact Centre Operations (QCF)
Level 2

What are the aims of this course?
Apprenticeships allow 16+ year olds to start work and earn a wage, while learning new skills that lead to nationally recognised qualifications. Apprenticeships are designed with the help of employers in the industry, so they offer a structured programme that takes apprentices through the skills needed to do a job well. Most of an apprentice's training takes place on the job but they will also have to complete off-the-job training by day release. Contact centre operations apprentices work towards a nationally-recognised competence based qualification and also a knowledge-based qualification.

What are the areas covered by this course?
The Apprenticeship covers the following:
- Using bespoke communication systems
- Handling customer contacts through communication media
- Solving problems
- Recording contact transactions
- Cold calling and selling

What qualifications do I need to do this course?

Applicants should: - have a keen interest in working in a contact centre environment and who enjoy talking to people. - understand the importance of having excellent communication skills - have a positive approach towards problem solving - have basic numeracy and literacy skills - have a willingness to work flexibly according to employer requirements Previous qualifications and work experience are desirable but not essential; we will use initial assessment to ensure that applicants have a fair opportunity to demonstrate their ability.

How is the course assessed?

The Apprenticeship is assessed by continuous assessment of practical, written and oral work, the production of a portfolio of work, online testing, and assessment in the workplace.

Which qualification will I be awarded if I successfully complete the course?

At the end of the programme apprentices will have achieved:
- Level 2 NVQ Certificate in Contact Centre Operations
- Level 2 Certificate in Contact Centre Operations
- Functional skills in Maths, English and ICT
- Employee Rights and Responsibilities
- Personal Learning and Thinking Skills

What will I be able to go on to do after I've completed this course?

On completion of the Contact Centre Operations Intermediate Apprenticeship at level 2 apprentices can go on to study on an Advanced Apprenticeship or level 3 vocational qualifications in Contact Centre Operations or related disciplines

What are the career opportunities?

On completion of this apprenticeship, apprentices will be qualified to work as a trainee agent, contact centre agent, help desk operative, sales advisor, customer service advisor, outbound sales agent, inbound sales agent, outbound customer service agent, inbound customer service agent, telephone banking advisor, or telesales operator. With further training, this could lead on to positions as a sales team leader, customer services team leader, contact centre team leader, product specialist, supervisor, support analyst, or contact centre manager.


Various dates

How much will the course cost me?

You can call our office on 0161 972 4001 for details of the fees for this course.

    Advice and Guidance