These qualifications are aimed at those seeking work in a contact centre and those already working in organisations who wish to develop their skills. The qualifications are designed to cater for the wide range and diversity of job roles where competence in contact centre operations is vital. They also reflect the range and depth of competence in communication skills, required by individuals working in all organisations.
To achieve Level 2 Contact Centre Operations framework candidates must complete 3 main elements.
• NVQ Certificate in Contact Centre Operations
• L2 Certificate in Principles of Contact Centre Operations
• Essential Skills Level 1 (if required)