Who is this qualification for?
This qualification is aimed at individuals working or interested in working in a contact centre.
How long will it take?
To complete this qualification learners should expect to undertake 120 hours of learning in total, including 35 guided learning hours.
Topics covered
These include being able to assess personal effectiveness in a contact centre, minimise health and safety risks relating to the job role in a contact centre, hand over customer contacts to others in a contact centre, make direct sales to customers through a contact centre and the purpose of customer service in a contact centre.
Assessment method
This qualification is assessed by a portfolio of evidence.
Qualification specification
A full qualification specification is available for approved centres in the Download Area.
