Contact Centre Operations NVQ Level 2

Course Overview
The course is designed for people employed in a contact or call centres who wish to gain a nationally recognised qualification and study through distance/work based learning.

Course Structure
Candidates gain their Contact Centre Operation NVQ 2 qualification through the preparation of a portfolio of work-based evidence to demonstrate competence. Each candidate is allocated a personal tutor, offering guidance and support through the qualification and carrying out assessment on the employer's premises.

Qualification Aims
The NVQ programme will include the following units:

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• Health and safety in ICT and Contact Centres
• Develop Personal and organisational effectiveness
• Contact Centre systems and technology
• Customer care
• Interpersonal and written communication
• Remote support for products or services

Assessments/Examinations
The process of assessment requires the demonstration of skills together with appropriate knowledge and understanding to a specified standard. Assessment for the NVQ is based on a combination of observation, questioning and collection of evidence from the workplace.

Cost / Equipment
£595

Start Date
Flexible to suit the candidate.