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

Course 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. This diploma is ideal for those aiming for senior roles or managerial positions within contact centres, providing a comprehensive qualification that reflects their expertise and capabilities.

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

Total Credits: 42
Minimum Guided Learning Hours: 237
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 how to comply with health and safety procedures in a contact centre

    • Understanding and developing personal and organisational effectiveness 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 4 NVQ Diploma in Customer Service (RQF)