This is a qualification designed for candidates who work in an office environment or are involved in telephone operations. This qualification recognises the existing level of competence already delivered within the job role.
NVQs in Contact Centre are work based learning qualifications designed to recognise and enhance the skills of persons involved in an office environment.
The aim is to on completion provide a recognised NVQ qualification to assist in their duty and role and provide a platform for future advancement.
The candidate is required to complete both Core Units:
- Develop personal and organisational effectiveness
- Health and safety in ICT and contact centres
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 or services
Restricted Optional Units:
- Use IT Systems
- Use IT to exchange information
- General uses of IT
- Use IT software
- Internets and Intranets
- Email
- Word processing software
- Spreadsheet software
To gain the full NVQ both mandatory units plus 5 optional units must be achieved. At least one option unit should be taken from each theme.
- Database software
- Specialist or bespoke software
- Sector specific unit
Delivery & Assessment process »» |
