Certificate in Contact Centre Operations (QCF) Level 3

Stonebridge Associated Colleges

NVQ

In Bude

£ 699 + VAT

The best Other Education courses

See all

See all

Description

  • Type

    NVQ

  • Location

    Bude

Certificate in Contact Centre Operations (QCF) Level 3 Enrol on a nationally recognised qualification that focuses on job satisfaction and career progression. The HABC Level 3 Certificate in Contact Centre Operations QCF Qualification (600/8857/6) is aimed learners who would like to progress within the contact centre industry. This qualification is suitable if you have some experience working in a contact centre and want to develop your skills further. You should already be clear and friendly on the phone, be a team player and have a professional attitude when dealing with customers. Perhaps now you’re looking to move into a supervisory or call centre management position. Regardless of whether you’re working in direct sales or customer support, this level 3 qualification can help to advance your career within a contact centre environment. Competence can be developed in a range of activities: Managing customer care Leading direct selling activities Co-ordinating support for products or services Contributing to performance management What will you study on this Contact Centre Operations course? The contact centre training includes a combination of units that you must learn and also optional units which you can choose from. For instance, complying with health and safety procedures in a contact centre is mandatory. So is Developing personal and organisational effectiveness in a contact centre. Optional units that can be selected, range from: Supervise customer service activities in a contact centre Lead direct sales activities in a contact centre team Handling objections and closing sales Plan, allocate and monitor work of a team What courses can I progress onto on completion of the Certificate in Contact Centre Operations QCF...

Facilities

Location

Start date

Bude (Cornwall)
Stonebridge House, Ocean View Road, EX23 8ST

Start date

On request

Questions & Answers

Add your question

Our advisors and other users will be able to reply to you

Who would you like to address this question to?

Fill in your details to get a reply

We will only publish your name and question

Reviews

Subjects

  • IT

Course programme

Syllabus

Unit One: Principles of personal and organisational effectiveness in a contact centre(F/503/0358)

On completion of this unit you will:

  • Understand how to use feedback on performance in a contact centre
  • Understand how to improve personal and organisational performance in a contact centre

Unit Two: Principles and processes of health and safety in a contact centre(L/503/0363)

On completion of this unit you will:

  • Understand health and safety risk assessment in a contact centre
  • Understand compliance monitoring of health and safety requirements in a contact centre
  • Understand the principles of health and safety in a contact centre

Unit Three: Principles of personal responsibilities and how to develop and evaluate own performance at work(D/601/7644)

On completion of this unit you will:

  • Understand the employment rights and responsibilities of the employee and employer and their purpose
  • Understand the purpose of health, safety and security procedures in a business environment
  • Understand how to manage own work
  • Understand how to evaluate and improve own performance in a business environment
  • Understand the types of problems that may occur with own work and how to deal with them
  • Understand the decision making process

Unit Four: Principles of sales activities and customer support in a contact centre(J/503/0393)

On completion of this unit you will:

  • Understand the process of selling in a contact centre
  • Understand the use of contact centre sales data
  • Understand how to lead a sales team in a contact centre
  • Understand customer complaints and non-compliance issues in a contact centre

Unit Five: Principles of performance management in a contact centre(Y/503/0396)

On completion of this unit you will:

  • Understand how to improve the performance of individuals and teams in a contact centre
  • Understand performance management in a contact centre

Study Hours

This is only an approximate figure and is dependant upon how much time you can dedicate to your studies and how well you grasp the learning concepts in the course material. Furthermore, at the end of each lesson there is a question paper that needs to be completed and returned to your tutor. You should allow at least 1 - 2 hours of study to complete each question paper.

The approximate amount of time required to complete the course is: 160 hrs.

See related categories

Certificate in Contact Centre Operations (QCF) Level 3

£ 699 + VAT

The best Other Education courses

See all

See all