Level 2 Certificate in Contact Centre Operations
The purpose of this Level 2 Certificate in Contact Centre Operations (QCF) is to provide the learner with the skills, knowledge and understanding in of working in a contact centre environment. The Level 2 Certificate in Contact Centre Operations gives learners an introduction to the contact centre environment, and will give them the opportunity to develop essential knowledge such as covering personal responsibilities, the principles of health and safety, and improving personal effectiveness.
Minimum credits required to achieve the qualification: 13
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 104
To achieve the Level 2 Certificate in Contact Centre Operations (QCF) learners must achieve a minimum of 13 credits (10 credits must be achieved at Level 2). They must complete 3 mandatory units in group M (7 credits) and a minimum of 6 credits from the optional units in Group O1. At least 13 of the credits must be achieved at Level 2 or above.