NVQ - Contact Centre Operations

..training for a brighter future

QCF/NVQs are a widely recognised route to gaining and maintaining expertise in a particular job role.

You can work towards your contact centre operations QCF/NVQ level 2 with us in our training centres or we can visit you in your workplace; level 3 is usually delivered in your workplace.

NVQ Levels

The standards that apply to the QCF/NVQs at levels 1 and 2 in Contact Centre Operations and QCF/NVQs at Level 3, 4 and 5 for Contact Centre Professionals are contained in Areas of Competence (AoC). Each AoC covers a particular activity/skill, for example, the skill of Direct selling and customer acquisition in Contact Centres or the activity of Customer Care.

Mandatory & Optional units

Mandatory units

  • Develop personal and organisational effectiveness
  • Health and Safety in ICT and Contact Centres

Optional units

Customer care Interpersonal and written communication
Remote support for products or services Contact Centre systems and technology
Direct selling and customer acquisition in Contact Centres Performance management
Staff resource planning for Contact Centres


Restricted Optional Units: (Only two units can be used from this list)

Internets and intranets E-mail
Word processing software Spreadsheets software
Database software Specialist and Bespoke Software
Use IT systems Use IT to exchange information
Sector specific unit* General uses of IT
Use IT software Identify individual learning aims and programmes
Agree learning programmes with learners Develop training sessions
Enable learning through presentations Enable learning through demonstrations and instruction
Enable individual learning through coaching Enable group learning
Support learners by mentoring in the workplace Support and advise individual learners
Monitor and review progress with learners Support competence achieved in the workplace
Support the efficient use of resources Contribute to the selection of personnel for activities
Contribute to the development of teams and individuals Lead the work of teams and individuals to enhance performance
Respond to poor performance in your team Facilitate meetings
Contribute to improvements at work Manage the change in organisational activities
Manage the use of physical resources Manage the use of financial resources
Select personnel for activities Develop teams and individuals to enhance performance
Manage the performance of teams and individuals Deal with poor performance in your team
Chair and participate in meetings Determine the effective use of resources
Delegate work to others Provide advice and support for the development and implementation of quality policies
Provide advice and support for the development and
implementation of quality systems
Carry out quality audits
Implement quality assurance systems Manage continuous quality improvement
Develop operational objectives for the project Develop a detailed schedule for the project
Identify perceived risks and evaluate options for their
Co-ordinate, monitor and control project schedules
Control hand-over of responsibility for the project Ensure the completion of project activities
Develop strategic objectives for the project Identify and evaluate options for the project
Prepare the business case for the project Prepare a project brief
Identify strategic risk and evaluate options for
minimising project risk
Develop outline programmes or schedules for projects
Specify activities for project schedules Review the progress of projects
Evaluate projects


If you are 24 or under this course will be fully funded. Starting in August 2013, all 25 year olds (and over) will have to apply for a Advanced Learning Loan. These work similar to Student Loans and you only payback when you’re earning over £21,000 pa. For all the information please visit www.gov.uk/advancedlearningloans.

Eligibility: If you are working over 30 hours per week and do not hold a qualification at or above level 4 you will probably be eligible for funding. For those not eligible for funding we are always happy to provide a competitive quote.

You may be eligible for funding for this QCF/NVQ through the Apprenticeship programmes.

Heart of England Training Ltd is committed to the elimination of both direct and indirect discrimination and continuously seeks to actively implement positive policies to promote equality of opportunity.

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