Contact Centre Professionals NVQ Level 3

Who is it for?

This Level 3 NVQ is suitable for senior call centre, contact centre agents and team leaders.

What is it about?

To achieve the full qualification learners will have to complete a total of 8 units*

This will include 2 two mandatory units:

• Develop personal and organisational effectiveness
• Health and safety in ICT and Contact Centres

Plus 6 optional units:

• Contact Centre systems and technology
• Customer care
• Direct selling and customer acquisition in Contact Centres
• Interpersonal and written communication
• Performance management
• Remote support for products and services
• Staff resource planning for Contact Centres
• Support learning and development
• Managing people and resources
• Managing quality
• Use IT systems
• Use IT to exchange information
• Use IT software
• Internet and intranet
• General use of IT
• Email
• Word processing software
• Spreadsheet software
• Database software

* other restrictions apply and learners will be guided by their assessor when choosing their optional units

What are the benefits?

Clients who have implemented this programme have witnessed significant improvements in staff morale and engagement and improvements in customer service through consistency and professionalism.