iCQ Level 3 Certificate in Contact Centre Operations (RQF)

Course Overview:
The primary purpose of this qualification is to provide learners with an advanced understanding of contact centre operations and management. This qualification covers key areas such as managing customer interactions, optimising contact centre performance, handling complex customer queries, and implementing effective communication strategies.

Learners will develop skills to lead and support contact centre teams, improve service delivery, and enhance customer satisfaction. This certificate is ideal for those aiming for supervisory or managerial roles within contact centres or seeking to advance their career in this field.

 Qualification: Level 3 Certificate in Contact Centre Operations (RQF)

Total Credits: 16
Minimum Guided Learning Hours: 106
Awarding Body: iCQ
Course Duration: 6-9 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.

 

    • Learning the principles of personal responsibilities and how to develop and evaluate own performance at work

    • Learning the principles of personal and organisational effectiveness in a contact centre

    • Understanding the principles and processes of health and safety in a contact centre

  • 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

  • After this programme, you could progress to the Level 3 NVQ Diploma in Contact Centre Operations (RQF)