Contact Centre Operations NVQ Level 2

Who is it for?

This Level 2 NVQ is suitable for call centre and contact centre agents.

What is it about?

To achieve the full qualification learners will have to complete a total of 6 units*

This will include 2 mandatory units:

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

Plus 4 optional units:

• Contact Centre systems and technology
• Customer care
• Direct selling and customer acquisition in Contact Centres
• Interpersonal and written communication
• Remote support for products and services
• Use IT systems
• Use IT to exchange information
• General use of IT
• Use IT software
• Internet and intranet
• 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.