Contact Centre Professionals NVQ level 5

Course Team Leader: Snow, Susan

Course Level: Level 5

Course Type: Part Time

Curriculum Area Description: Business

How to Apply: Telephone
Entry Requirements: Those involved in managing staff and resources within a contact centre environment who can demonstrate supervisory or management responsibility for resource planning.

Study Hours: 5
Nº of Weeks:36

Additional Enrolment Info: You will need to be in a management/supervisory role

Additional Timetabling: This course will be delivered at the workplace.

Work Placement: No
Work Placement Attendence: Optional

Course Progression: On completion, employees may wish to investigate opportunities for study at Higher Education/university level.

Careers Progression: You will already be in a senior management position in your organisation and will have responsibility for managing other managers. The course will recognise the skills you have.

Course Description:
It recognises the range of skills used by those undertaking management within the contact centre environment. The completion of this course is from nine to twelve months.

Description Breakdown:
The course can be started at any time to suit you and your company needs.

The course requires you to complete units to the value of 350. This consists of 1 mandatory unit
BB Health and Safety in ICT and Contact centres = 50 units
Then a choice of 7 option units each with a credit value of 50 points from the following totalling 300 points
CC Customer Care
EE Remote Support for Products or Services
FF Contact Centre systems and technology
GG Direct selling and customer acquisition in contact Centres
HH Performance Management
II Staff resouce planning for Contact centres
ZZ Incident Manangement

Assessment Description: Continuous

Nº Places Available: 10

Trips Residentials: Not applicable

Qualification: NVQ 5 Contact Centre Professionals

Tuition Fees: 1981
Material Fees: 43
Exams Fees: 0
Exam Registration: 176
Residential Fees: 0
Total Fees: 2200

Additional Costs Total: 0