NCFE Level 2 Certificate in Contact Centre Operations

Accreditation

NCFE

Course duration

3 Month - Blended Learning

Certificate valid for

Never expires

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The NCFE Level 2 Certificate in Contact Centre Operations is eligible for Funding and is designed for learners who are working in, or want to work in, their first contact centre operations role, or if they want to progress further in their contact centre career.

Qualification Reference: 600/1292/4

Level 2 Certificate in Contact Centre Operations Purpose

The purpose of this qualification is to equip learners with the knowledge they’ll need to be able to work effectively, or progress into employment, in contact centres. 

The qualification has been developed in partnership with industry experts and is based on the contact centre operation National Occupational Standards, currently manage by SkillsCFA. 

This qualification will:

  • focus on the study of contact centres, within the business and administration sector
  • offer breadth and depth of study, incorporating a key core of knowledge

Contact Centre Operations Objectives

The objective of this qualification is to:

  • equip learners with the knowledge they’ll need to work effectively in contact centres

Mandatory Units

  1. Principles of personal effectiveness in a contact centre
  2. Principles of health and safety in a contact centre
  3. Principles of personal responsibilities and working in a business environment

Optional Units

  1. Principles of using systems and technology in a contact centre 
  2. Principles and processes of systems and technology in a contact centre
  3. Principles of communication and customer service in a contact centre
  4. Principles of selling in a contact centre
  5. Principles of customer service in a contact centre
  6. Principles of sales activities and customer support in a contact centre
  7. Principles of handling incidents through a contact centre
  8. Principles of legal, regulatory and ethical requirements of a contact centre

To be awarded the NCFE Level 2 Certificate in Contact Centre Operations, learners are required to successfully complete a minimum of 13 credits in total with 7 credits from the mandatory units and 6 credits from the optional units. A minimum of 10 credits must be at Level 2.

Assessment involves a blended delivery approach - This is a mixture of face-to-face and remote sessions with a qualified assessor.

Delegates will be awarded the NCFE Level 2 Certificate in Contact Centre Operations.

Essential Skills 

While completing this qualification, learners may develop the knowledge, understanding and essential skills employers look for in employees. These range from familiar ‘key skills’ such as teamworking, independent learning and problem solving, to more tricky-to-measure skills such as: 

  • an appreciation for appropriate behaviour and dress 
  • appropriate interpersonal skills 
  • communicating with professional colleagues/peers and/or hierarchical seniors 
  • supporting other aspiring employees 
  • personal manners and deportment 
  • understanding work practices and how different roles and departments function within an organisation.

Progression Opportunities

Learners who achieve this qualification could progress to:

  • NCFE Level 3 Diploma in Customer Service
  • NCFE Level 3 Diploma in Business Administration

Funding and Support

We are able to offer this course fully funded through The Adult Education Budget (AEB) and European Social Funding (ESF) - subject to eligibility, Please contact us to find out more about eligibility, along with the course dates we have running in various locations around the UK.