Apprenticeship in Contact Centre Operations Level 2
GCSE
In Huntington
Description
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Type
GCSE
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Location
Huntington
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Start date
Different dates available
As an intermediate apprentice you will learn the key concepts of contact centre operations. These could involve technical skills to operate the communication technology, knowledge skills needed to navigate software, communicating with customers, building relationships with customers and colleagues, resolving problems, promoting products and/or services, making sales, using appropriate communication channels, keeping records, gathering customer feedback and working in a team.
Facilities
Location
Start date
Start date
Reviews
Subjects
- IT
- Skills and Training
- Communication Training
- English
- Maths
- Sales
- Technology
- Sales Training
Course programme
The apprenticeship comprises the following qualifications:
- NVQ Certificate in Contact Centre Operations
- Certificate in Contact Centre Operations
- Maths and English
The purpose of this qualification is to equip you with the knowledge and competence you’ll need to work effectively in contact centres.
The objective is to develop competence and knowledge in a range of activities including customer care, direct selling and providing remote support for products or services.
- Improve personal effectiveness at work in a contact centre
- Comply with health and safety procedures in a contact centre
- Use systems and technology during customer contact
- Deliver customer service
- Carry out direct sales activities
- Communicate information to customers
There are more optional units appropriate to the job role of the apprentice to choose from.
Entry Requirements
You must have an employer to support you through your Apprenticeship and give you time off work to attend college. Many people find their own job or are already employed, but if not college staff can attempt to help you find employment.
Working in call centre role for a minimum of 30 hours per week and able to undertake work to satisfy the criteria of the qualification.
Maths, English and ICT at Level 2 in Functional/Key Skills or GCSE A* – C will exempt the learner from these aspects of the Apprenticeship framework.
Entry Requirements
You must have an employer to support you through your Apprenticeship and give you time off work to attend college. Many people find their own job or are already employed, but if not college staff can attempt to help you find employment.
Working in call centre role for a minimum of 30 hours per week and able to undertake work to satisfy the criteria of the qualification.
Maths, English and ICT at Level 2 in Functional/Key Skills or GCSE A* – C will exempt the learner from these aspects of the Apprenticeship framework.
Apprenticeship in Contact Centre Operations Level 2