Contact Centre Operations QCF Diploma Level 3
A Level
In Sketty
Description
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Type
A Level
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Location
Sketty (Wales)
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Start date
Different dates available
Course Overview:
Course aim:
To provide a flexible qualification that allows focus on technical jobs
Accomplishment of cross sector skills, completed in the workplace
Improved staff morale and motivation
Nationally recognised qualification for key staff
Recognition of existing skills and the opportunity to develop new skills
Job satisfaction
Career progression
The qualification requires proof of competence across both mandatory and optional units totalling at least 42 credits.
Mandatory units
Comply with health and safety procedures in a contact centre
Develop personal and organisational effectiveness in a contact centre
Optional units from a selection including:
Supervise customer service activities in a contact centre
Lead direct sales activities in a contact centre team
Handling objections and closing sales
Communicate information to customers through a contact centre
Plan, allocate and monitor work of a team
Facilities
Location
Start date
Start date
Reviews
Subjects
- Sales Training
- Team Training
- Sales
- Customer Service
- Staff
Course programme
Course Delivery:
With the support of your assessor you will undertake work based assessments, observations, witness testimonies, case studies, statements and work based evidence.
Progression Opportunities: ILM Management Level 3 or 5.
Entry Requirements: This qualification is for those who have particular customer service and administrative job roles in a supervisory, team leading or coaching capacity within the contact centre industry / contact centre department
Contact Centre Operations QCF Diploma Level 3