Advanced Apprenticeship in Contact Centre Operations Level 3

Amersham & Wycombe College – a leading provider of vocational courses and training in Buckinghamshire

Students of all ages and backgrounds study with us each year; whether you are a young person soon to leave school or an adult looking to retrain or enhance your job prospects by gaining new skills, then we have something for you.

Your Advanced Apprenticeship Qualification may enable you to progress to the following qualifications and you may be able to gain credit for the work you have already done.
• NVQ Diplomas Contact Centre/Customer Service/Administration Level 4
• Management NVQ Levels 3 and 5
• Foundation Degree

The apprenticeship framework comprises of a number of different elements:

Level 3 Certificate in Contact Centre Operations
You will complete a supporting qualification to ensure you have the required knowledge to work in your chosen sector. For this part of your programme you will complete a number of assignments.

Learners must achieve a minimum of 16 credits.

Level 3 NVQ Diploma in Contact Centre Operations

Learners must achieve a minimum of 42 credits as follows:
Mandatory units
• Comply with health and safety procedures in a contact centre – 2 credits
• Develop personal and organisational effectiveness in a contact centre environment – 4 credits

Plus a further 36 credits from the optional units listed in the standards.

Functional Skills

If you do not have the relevant GCSE grades in Maths and English, you will complete a total of two functional skills which will be assessed in the workplace and you may be required to take an exam depending on your current qualifications in:
• English Level 2
• Maths Level 2

You will also achieve Personal Learning and Thinking skills and Employer Rights and responsibilities which will be embedded into the qualifications above.

On completion of the above elements above you will be accredited with an Apprenticeship Certificate.