Level 2 Certificate in Contact Centre Operations
The purpose of this Level 2 NVQ Certificate in Contact Centre Operations (QCF) is to provide the learner with the skills, knowledge and understanding in working in the contact centre industry. Learners will have the opportunity to learn, develop and practice skills required to make an effective contribution to a contact centre environment. Units in the qualification cover all areas of working in a contact centre including aspects of sales, communication, customer support and IT.
Minimum credits required to achieve the qualification: 28
Each of the units in these qualifications is allocated a number of guided learning hours (GLH) which indicates the approximate number of hours for teacher supervised or directed study time and assessment. Information on unit GLH for this qualification is given in each unit. The guided learning hours (GLH) for this qualification are: Min 93 - Max 172
To achieve the Level 2 NVQ Certificate in Contact Centre Operations (QCF). Learners must achieve a minimum of 28 credits (15 credits must be achieved at Level 2). They must complete 2 mandatory units in Group M (6 credits); A minimum of 12 credits from Optional Group O1 and the remaining 10 credits to be gained from the optional units in group O1 or O2.