If you’ve recently found out that your centre is closing, we’re here to support you with your next steps. We understand this may cause some uncertainty, but we want to ensure that no learner is left behind. Read more.
NCFE Level 2 Certificate in Contact Centre Operations
Ref:
600/1292/4
Sector:
Business, Administration and Law
Registration & certification fee:
£63.50
Level:
Level 2
Minimum entry age:
Pre-16
GLH:
93
TQT:
130
Credit value:
13
Support materials
Qualification specification (PDF | 463 KB)
Qualification specification (Word) (DOCX | 414 KB)
Purpose statement (PDF | 104 KB)
Skills CFA sales assessment strategy (PDF | 206 KB)
E-skills UK assessment strategy for IT and telecoms qualifications (PDF | 209 KB)
Links to national skills standards and PLTS mapping (PDF | 83 KB)
Assessment strategy for contact centre operations - May 2011 (PDF | 70 KB)
Support Handbook (PDF | 327 KB)
Unit breakdown
Principles of Personal Effectiveness in a Contact Centre (T/503/0356)
Principles of Health and Safety in a Contact Centre (A/503/0360)
Principles of Personal Responsibilities and Working in a Business Environment (L/601/7638)
Principles of Using Systems and Technology in a Contact Centre (Y/503/0365)
Principles and Processes of Systems and Technology in a Contact Centre (T/503/0373)
Principles of Communication and Customer Service in a Contact Centre (L/503/0377)
Principles of Selling in a Contact Centre (M/503/0386)
Principles of Customer Service in a Contact Centre (F/503/0389)
Principles of Sales Activities and Customer Support in a Contact Centre (J/503/0393)
Principles of Handling Incidents Through a Contact Centre (M/503/0405)
Principles of Legal, Regulatory and Ethical Requirements of a Contact Centre (F/503/0411)