iCQ Level 2 Certificate in Contact Centre Operations (RQF)

Overview

The purpose of this qualification is to equip learners with the fundamental knowledge and skills needed to work efficiently in a contact centre environment. Covering key areas such as customer service, communication techniques, handling customer queries, and using contact centre systems. | Learners will also develop an understanding of the operational procedures and performance standards necessary for success in various roles within the contact centre industry, enhancing their career opportunities.

Units & Modules

- Understanding the principles of health and safety in a contact centre | - Understanding the principles of personal responsibilities and working in a business environment | - Understanding the principles of personal 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.