Contact Centre Level 2

Short course

Inhouse

Price on request

Description

  • Type

    Short course

  • Methodology

    Inhouse

Suitable for: Most roles in the contact centre industry

Important information

Government funding available

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Course programme

This NVQ is a flexible qualification that can be mapped to your company training programmes and work activities. It fits most roles in the contact centre industry. The qualification is completed in the workplace.

Assessment:

All candidates are assessed on the job using a range of methods including; observation, discussion, questioning and witness testimony. This will confirm the candidate´s competence to perform a range of tasks as dictated in the NVQ standards. Candidates plan a programme of further development and assessment with their Assessor and compile a portfolio of evidence to prove that they are competent and knowledgeable in their work role.

Candidates also receive one to one feedback, support and learning following every assessment visit. This feedback is also provided to the employer to use as part of the internal development process

YOUR STAFF CAN DEVELOP SKILLS IN:

  • Customer care
  • Personal and organisational effectiveness
  • Interpersonal and written communication
  • Contact centre systems and technology
  • Remote support for products or services
  • Performance management
  • Staff resource planning

EMPLOYER BENEFITS:

  • IMPROVED STAFF MORALE AND MOTIVATION
  • NATIONALLY RECOGNISED QUALIFICATION FOR KEY STAFF IN YOUR ORGANISATION
  • A TRUE REFLECTION OF YOUR STAFF´S PERFORMANCE, COMPETENCY BASED NOT ACADEMIC
  • BESPOKE TRAINING PROGRAMME CATERING TO THE EMPLOYER´S SPECIFIC NEEDS

LEARNER BENEFITS:

  • RECOGNITION OF EXISTING SKILLS AND THE OPPORTUNITY TO DEVELOP NEW SKILLS
  • IMPROVEMENT OF CONTACT CENTRE SKILLS
  • JOB SATISFACTION THROUGH PROVING COMPETENCE
  • RANGE OF OPTIONAL AND IMPORTED UNITS MAKES IT EASIER TO MATCH YOUR NVQ TO YOUR JOB SKILLS
  • BESPOKE TRAINING TO INDIVIDUAL

Contact Centre Level 2

Price on request