Apprenticeship in Contact Centre Operations Level 3

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 help you develop your skill and knowledge in contact centre operations at a more advanced level.  To help you understand the operation of contact centres, systems and processes, and to develop skills in leading, managing and supervising contact centre operations including:

• Principles of personal and organisational effectiveness
• Principles and processes of health and safety
• Principles of personal responsibility and how to develop and evaluate own performance at work
• Performance management of others
• Resource planning
• Legal, regulatory and ethical requirements
• Supporting the team
• Supervising activities
• Managing customer service delivery

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.