Contact Centre Operations - Apprenticeship

Course Code: WP00019

Next available course:

Start DateLocationDuration
AnytimeEmployer's PremisesAt least 1 yearApply

Course Overview

 The course duration is at least 12 months.

The learner has to undertake 41 credits , made up as follows:

NVQ Certificate in Contact Centre Operations – 28 credits of which 6 credits are mandatory, these units are:

  • Comply with health and safety procedures in a contact centre
  • Improve personal effectiveness at work in a work in a contact centre

There are many optional units that meet your individual circumstances, they may include:

  • Deliver customer service through a contact centre
  • Carry out direct sales activities in a contact centre
  • Deal with incidents through a contact entre
  • Support customers and colleagues when providing contact centre services
  • Give customers a positive impression of yourself and your organisation
  • Process information about customers
  • Resolve customer service problems
  • Selling by telephone (outbound)
  • Handling objections and closing sales

 Certificate in Contact Centre Operations (Knowledge) – 13 credits, of which 7 credits are mandatory. These units include:

  • Principles of personal effectiveness in a contact centre
  • Principle of health and safety in a contact centre
  • Principles of personal responsibilities and working in a business environment

Optional units include:

  • Principles of communication and customer service in a contact centre
  • Principles of selling in a contact entre
  • Principles and processes of systems and technology in a contact centre

Principles of sales activities and customer support in a contact centre

Entry Requirements

There are no mandatory entry requirements for this apprenticeship framework. However, employers are looking to attract applicants who have a keen interest in working in a Contact Centre environment and who enjoy talking to people. They expect applicants to understand the importance of having excellent communication skills, a positive approach towards problem solving, basic numeracy and literacy skills and a willingness to work flexibly according to employer requirements.

Career Options and Progression

Expert Tutors

All staff involved in the delivery of apprenticeships within the College are approved to train and support the students in the subjects and modules they deliver. The approval process ensures that staff delivering a given programme are appropriately qualified, with relevant technical and industrial experience and professional practice.

Terms and Conditions

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