Contact Centre Professionals NVQ Level 3
NVQ
In Stratford-Upon-Avon
Description
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Type
NVQ
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Location
Stratford-upon-avon
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Duration
18 Months
Who Should Participate? This NVQ is aimed at Team Leaders and Managers with responsibility for the development of others, systems and procedures working in a Contact Centre or in the Contact Centre department of a company in other business areas. Initial advice and guidance will be given.
Important information
Government funding available
Facilities
Location
Start date
Start date
About this course
Enrolment will be subject to an interview with a course tutor.
Reviews
Course programme
Contact Centre Professionals NVQ Level 3.
About the Course
Study Mode
NVQ
Introduction Who Should Participate?
This NVQ is aimed at Team Leaders and Managers with responsibility for the development of others, systems and procedures working in a Contact Centre or in the Contact Centre department of a company in other business areas. Initial advice and guidance will be given.
Course Units To achieve the full award, Candidates must complete a minimum total of 180 unit values as follows:
Mandatory units -(Unit values):
· AA Develop personal and organisational effectiveness(25)
· BB Health and Safety in ICT & Contact Centres(30)
Optional units: - (All Unit values = 30 units)
· CC Customer Care
· DD Interpersonal and written communication
· EE Remote support for products or services
· FF Contact centre systems and technology
· GG Direct selling & customer acquisition in contact centre
· HH Performance management
· II Staff resource planning for Contact Centres
Restricted Optional Units - Only 2 units can be used from this list -(unit values):
· G Internets and intranets(25)
· H E-mail(25)
· I Word processing software(30)
· J Spreadsheets software(35)
· K Database software(35)
· N Specialist and bespoke software(30)
· P Use IT systems(25)
· Q Use IT to exchange information(25)
· R Sector specific unit(30)
· S General uses of IT(25)
· T Use IT software(25)
Duration 12 - 18 months
Tuition Fees(Cost) Prices available on request and subject to project funding eligibility.
Progression Route NVQ Management Qualificatins
Other Information Start Dates : Throughout the year
Contact Centre Professionals NVQ Level 3