About this qualification
This qualification is designed for learners who are working in, or want to work in, their first contact centre operations role, or if they want to progress further in their contact centre career.
The purpose of this qualification is to equip learners with the knowledge they’ll need to be able to work effectively, or progress into employment, in contact centres.
Who is it suitable for?
This qualification is suitable for learners aged pre-16 and above.
What are the entry requirements?
There are no specific recommended prior learning requirements for this qualification. However, learners may find it helpful if they’ve already achieved a Level 1 qualification.
How is this qualification structured?
To be awarded the NCFE Level 2 Certificate in Contact Centre Operations, learners are required to successfully complete a minimum of 13 credits in total with 7 credits from the mandatory units and 6 credits from the optional units. A minimum of 10 credits must be at Level 2.
How is it assessed?
This qualification is internally assessed and externally quality assured.
How many credits are required to complete it?
There is a total of 13 credits for this qualification.
Do you need to be working to take this qualification?
This qualification is designed for learners who are working in, or want to work in, their first contact centre operations role, or if they are wanting to progress further in their contact centre career.
What related qualifications can you progress to?
Learners who achieve this qualification could progress to business and administration qualifications.
Funding for our qualifications
This qualification may be eligible for funding. For further guidance on funding, please contact your local funding provider.
Useful links
Mandatory policies and fees | NCFE
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