Contact Centre Operations - Level 2 Intermediate Appretniceship (City and Guilds)

B&FC

Course Overview

 The course duration is at least 12 months.

The learner has to undertake 41 credits , made up as follows:

NVQ Certificate in Contact Centre Operations – 28 credits of which 6 credits are mandatory, these units are:

  • Comply with health and safety procedures in a contact centre
  • Improve personal effectiveness at work in a work in a contact centre

There are many optional units that meet your individual circumstances, they may include:

  • Deliver customer service through a contact centre
  • Carry out direct sales activities in a contact centre
  • Deal with incidents through a contact entre
  • Support customers and colleagues when providing contact centre services
  • Give customers a positive impression of yourself and your organisation
  • Process information about customers
  • Resolve customer service problems
  • Selling by telephone (outbound)
  • Handling objections and closing sales

 Certificate in Contact Centre Operations (Knowledge) – 13 credits, of which 7 credits are mandatory. These units include:

  • Principles of personal effectiveness in a contact centre
  • Principle of health and safety in a contact centre
  • Principles of personal responsibilities and working in a business environment

Optional units include:

  • Principles of communication and customer service in a contact centre
  • Principles of selling in a contact entre
  • Principles and processes of systems and technology in a contact centre

Principles of sales activities and customer support in a contact centre

Course Entry Requirements

There are no mandatory entry requirements for this apprenticeship framework. However, employers are looking to attract applicants who have a keen interest in working in a Contact Centre environment and who enjoy talking to people. They expect applicants to understand the importance of having excellent communication skills, a positive approach towards problem solving, basic numeracy and literacy skills and a willingness to work flexibly according to employer requirements.

Study Options

Course Code: WP00019
Start Date: Anytime

Location of Study: Employers Premises

Career Options and Progression

Modules and Assessment

Expert Tutors

Terms and Conditions

Get in touch

B&FC

If you require any further information about this course please contact us on the following:

Call course enquiries

0330 024 1234

INTERNAL LINKS

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College Desktop Access

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VTS

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CPC

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Moodle

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Virtual Learning Environment and Course Management System for staff and students.

Mahara

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eTracker

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An eILP (electronic individual learning plan), which enables teachers to track students' performance against targets set.

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CONTACT THE COLLEGE

Email

info@blackpool.ac.uk

Telephone

Course enquiries: 01253 504 343
General enquiries: 01253 352 352
Press enquiries: 07956 925 931
Fleetwood Nautical Campus: 01253 779 123


Facsimile

01253 356 127

Postal Address

Blackpool and The Fylde College
Ashfield Road
Bispham
Blackpool
FY2 0HB

 

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