NVQ Level 3 Contact Centre Operations

APPRENTICESHIP CONTACT CENTRE

NVQ LEVEL 3 CONTACT CENTRE OPERATIONS
This NVQ is designed to reflect the work of individuals who are working in occupations that require interaction with customers through electronic methods, and the management and operation of such facilities.
Candidates should be working in a company whose main business is a Contact Centre or in the Contact Centre department of a company in another business area.

The units within this qualification all have a specified Unit Value. To achieve the Level 3 award candidates must achieve a minimum of 180 Unit Values. Candidates must achieve two mandatory units and then choose the optional units that best suit their work situation and job role.

Mandatory Units

• Develop personal and organisational effectiveness
• Health and Safety in ICT and Contact Centres