Contact Centre Operations

Contact Centre Operations Apprenticeships

In response to the contact centre industry being one of the fastest growing across the United Kingdom, these apprenticeships have been designed to challenge and develop employees within the sector. Units cover all areas of communication including in bound and out bound channels, emails, SMS and text messaging as a basic mandatory requirement. Effective customer service is included within the framework ensuring the standards expected of the industry are met.

 

JOB ROLES

Trainee Agent, Contact Centre Agent, Help Desk Operative, Customer Service Advisor, Telephone Banking Advisor, Telesales Operator

Sales Team Leader, Customer Service Team Leader, Contact Centre Team Learner, Product Specialist, Supervisor, Support Analyst, Contact Centre Manager

LEVEL OF LEARNING

2

3

ACTIVITIES WITHIN FRAMEWORK

DIPLOMA

Certificate in Contact Centre Operations

Diploma in Contact Centre Operations

TECHNICAL CERTIFICATE

Certificate in Contact Centre Operations

Certificate in Contact Centre Operations

ESSENTIAL SKILLS QUALIFICATION

Communication level 1

Application of Number level 1

Communication level 2

Application of Number level 2

EMPLOYMENT RIGHT AND RESPONSIBLITIES KNOWLEDGE AND UNDERSTANDING ASSESSMENT

These Programmes Are Part Funded By The European Social Fund Through The Welsh Government

Have some questions?