Contact Centres Advanced Apprenticeship Level 3

Contact Centres Advanced Apprenticeship Level 3.

About the Course
Study Mode
Apprenticeship

Introduction This suite of NVQs is designed to recognise the skills of individuals in the UK who are working in occupations that require interaction with customers via electronic methods, and the management and operation of such facilities. Suitable for those working in a company whose main business is a Contact Centre or in the Contact Centre department of a company in other business areas. This could encompass both large enterprise and small or medium enterprise (SMEs).
This is a work-oriented qualification and to achieve candidates will need the opportunity to demonstrate competence within their work role.

Course Units NVQ Level 3 for Contact Centre Professionals

Mandatory Units:
· Develop personal and organisational effectiveness
· Health and safety in ICT and contact centres

Optional Units e.g.:
· Interpersonal and written communication
· Contact centre systems and technology
· Staff resource planning for contact centres

Restricted Optional Units e.g.:
· Specialist or bespoke software
· Internet and intranets

Technical Certificate:
· Certificate in Contact Centre Skills
· BTEC Award in Contact Centre Supervisory Skills

Key Skills:
· Application of Number Level 2
· Communications Level 2

Assessment:
All units are locally assessed and internally verified before being subject to external verification. Candidates are required to meet all the standards as stated in the Areas of Competence. Assessment activities will take the form of either work-based tasks, simulated exercises or Accreditation of Prior Achivement from a contributing qualification, for the optional units. For the mandatory unit, assessment activities must be through the production of work-based evidence; simulation and contributing qualifications are not allowed.

Duration 12 Months

Tuition Fees(Cost) Cost : Free

Progression Route NVQ Level 2 Team Leading

Other Information Start Dates : Throughout the year