Contact Centre Operations and Professionals
Course
In Ellesmere Port
Description
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Type
Course
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Location
Ellesmere port
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Duration
12 Months
Contact centres have revolutionised the communication between business and customers and have developed to provide telephone, email, internet, extranet and fax communications. Contact centre operations have specific requirements in their development of skills and the new levels of Contact Centre qualifications represent these needs. Suitable for: The vocational qualification is designed for work-based learning and provides flexible training through the study of specific units.
Facilities
Location
Start date
Start date
About this course
Eligibility criteria apply.
Reviews
Course programme
What does it comprise of?
The units are points weighted and are used to make up the
points requirement for each Level. The Level 2 Apprenticeship incorporates Key Skills, Technical Certificates and learning about employment rights and responsibilities.
Levels 1 and 2 are specifically for contact centre operations and Levels 3 and 4 suitable for contact centre professionals. Protocol Skills currently offer Level 2.
Technical Certificates
Level 3 includes an Advanced Certificate in Call Handling (OCR).
Assessment
Each of the units is made up from specific elements applicable to a Contact Centre role, for example maintaining a successful balance between the needs of the customer and the needs of the organisation, using systems and technology such as IVR (interactive voice recognition), CRM (customer relationship management), and CTI (computer telephony integration).
Assessment takes place through evaluation of workplace performance, presenting evidence, witness testimony and questioning. A portfolio of evidence is produced which demonstrates that the learner can perform to the level described. Participants will all have a Training Assessor who will help assemble the portfolio and prepare for assessment.
Progression
Learners often progress from Level 2 to Level 3 or to a
management qualification
Contact Centre Operations and Professionals