You will study towards an Intermediate Apprenticeship, which will consist of a Nationally recognised Qualification at Level 2, a Technical Certificate, and Functional Skills in Maths, English and ICT. The training is all delivered in the workplace, through a mix of work based learning, and one to one support from your Assessor. The e portfolio enables you to complete work, and upload evidence, allowing you the opportunity to progress quickly towards your qualification. For the NVQ element, it is broken down into mandatory units, which you have to achieve, and optional units, where you can choose from a list. The mandatory units are:- Improve personal effectiveness at work in a contact centre Comply with Health and Safety procedures in a contact centre Some of the optional units you could choose could be:- Resolve customer service problems Selling by telephone - inbound Using email
Name: Intermediate Apprenticeship in Contact Centre Qualification title: Certificate in Contact Centre Operations (QCF) Qualification type: Assessment All of the training will be delivered in the workplace, and will be a mixture of group sessions, and one to one support from your Assessor. Awarding City & Guilds of London Institute Created 20130628 12:09:13 Updated 20130628 12:39:53
As you will be using an electronic portfolio, to store all of your evidence, ideally you could do with internet access, at either home or work, but this is not essential. If you don't have it at either, your Assessor will bring a laptop, which can be used for this purpose. Equipment required As you will be using an electronic portfolio, to store all of your evidence, ideally you could do with internet access, at either home or work, but this is not essential. If you don't have it at either, your Assessor will bring a laptop, which can be used for this purpose.
APM
info@apm-uk.co.uk
0121 450 8300
http://www.apm-uk.co.uk
Westbourne Manor
17 Westbourne Road
Town:
Edgbaston
County:Birmingham
Title: Certificate in Contact Centre Operations (QCF) Qualification: Certificate in Contact Centre Operations (QCF) Classification: Business, Administration and Law