iCQ Level 3 NVQ Diploma in Contact Centre Operations (RQF)

Overview

The primary purpose of this qualification is for individuals seeking to advance their careers in contact centre environments. | This qualification focuses on developing advanced skills and knowledge related to managing contact centre operations. Key areas covered include overseeing customer interactions, optimising contact centre processes, implementing effective strategies for improving service quality, and managing team performance. | Learners will gain practical experience and demonstrate their ability to handle complex customer interactions, lead teams, and contribute to the overall success of contact centre operations.

Units & Modules

- Learning how to comply with health and safety procedures in a contact centre | - Understanding and developing personal and organisational effectiveness in a contact centre

Assessment

The qualification will be assessed by a portfolio of evidence. Your personal assessor will conduct monthly meetings via Teams to review and develop your progress towards the qualification. | All assessments need to be passed, and each will directly assess the knowledge, skills and behaviours of the qualification.