iCQ Level 2 Certificate in Contact Centre Operations (RQF)
Course 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.
Qualification: Level 2 Certificate in Contact Centre Operations (RQF)
Total Credits: 13
Minimum Guided Learning Hours: 93
Awarding Body: iCQ
Course Duration: 3-4 months
Entry Requirements: You don’t need any formal qualifications to enrol on this course. Learners will need to produce full and articulate answers to questions. Learners will need to have a good standard of written and verbal communication skills.
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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
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Assessment method
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
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After this programme, you could progress to the Level 3 Certificate in Contact Centre Operations, Level 3 Certificate in Principles of Business and Administration or Level 3 Diploma in Business Administration, Level 3 NVQ Diploma in Contact Centre Operations