Foundation Level Apprenticeship in Contact Centre Operations Level 2
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:
The apprenticeship at Level 2 consists of the Following qualifications;
1 City and Guilds Level 2 Certificate In Contact Centre Operations.
2 Technical Certificate level 2 in the principals of Contact Centre Operations.
3 Essential skills Wales Communication Level 1 and Application of number Level 1
Facilities
Location
Start date
Start date
About this course
Progression Opportunities:
QCF Level 3 Diploma in Contact Centre Operations or QCF Level 3 Advice & Guidance suitable for those in a supervisory, team leader and coaching role.
Entry Requirements:
We would require a pre-course meeting with you and your employer to discuss the course and to establish that this level and course content is suitable.
Reviews
Course programme
Course Delivery:
The programme will be delivered through a series of tutor led taught sessions and assessments in the workplace.. The Essential Skills programme consists of controlled tasks and confirmatory tasks which will be taken under exam conditions.
The course is continually assessed over an 18 month period and is certified via City and Guilds.
Course Structure
MANDATORY UNITS
1. Improve personal effectiveness at work in a contact centre
2. Comply with health and safety procedures in a contact centre
OPTIONAL UNITS FROM A SELECTION INCLUDING
- Use systems and technology during customer contact in a contact centre
- Deliver customer service through a contact centre
- Carry out direct sales activities in a contact centre
- Using email
- Deal with incoming calls from customers
Additional information
Foundation Level Apprenticeship in Contact Centre Operations Level 2