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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
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This qualification is suitable for learners aged pre-16 and above.
Support materials
Mandatory qualification information
Qualification specification (PDF | 463 KB)
Qualification specification (Word) (DOCX | 414 KB)
Additional qualification information
Purpose statement (PDF | 104 KB)
Teaching/delivery guidance
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
Support Handbook (PDF | 327 KB)
Unit breakdown
Mandatory units
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)
Optional units
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)