NCFE Level 2 Certificate in Contact Centre Operations
Ref:
600/1292/4
Sector:
Business, Administration and Law
Registration & certification fee:
£66.00
Level:
Level 2
Minimum entry age:
Pre-16
GLH:
93
TQT:
130
Credit value:
13
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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
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 | 371 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)