Contact Centres Apprenticeship Level 2

Contact Centres Apprenticeship Level 2.

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).

Course Units NVQ Level 2 Contact Centres

Mandatory Unit:
· Develop personal and organisational effectiveness 2

Optional Units e.g.
· Contact centre systems and technology 2
· Direct selling and customer acquisition in contact centres 2
· E-mail
· Interpersonal and written communication

Restricted Optional Units e.g.
· Specialist or bespoke software
· Use IT to exchange information
· Spreadsheet software

Technical Certificate:
Certificate in Contact Centre Skills

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 Achievement 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.

Key Skills:
· Application if Number Level 1
· Communications Level 1

Duration 9 - 12 months

Tuition Fees(Cost) Cost : Free

Progression Route Advanced Apprenticeship Contact Centre Professionals

Other Information Start Dates : Throughout the year