Contact Centre Operations Apprenticship

UPDATED 20150416 15:10:45

Many employers are starting to realise that how their employees respond to customers is vital to achieving customer satisfaction and loyalty. This has lead to major investments into the development of their workforce and improving the working conditions for their employees. Employers recognise the key role contact centre staff play in determining the quality of the contact centre experience. Therefore there is a need to raise contact centre standards by increasing the supply of people with high level contact centre skills. Contact centre apprenticeships have a major role to play in this by helping employers address the skills gaps and shortages that they are experiencing and by providing a vehicle for introducing and raising contact skills in the workplace. Currently, 3,000 apprentices complete contact centre apprenticeships every year and this is predicted to rise by 1,000 each year. The need for high levels of contact centre skills is evident in many sectors. In particular the Finance, Travel and Tourism, Hospitality, Marketing and Retail, Telecommunications, Logistics, Power and Energy sectors. Contact centres operate across all three sectors of the economy private, public and not-for-profit, and can range in size from being very small to global. Whatever contact centre an apprentice might work in, they will be learning and understanding the key concepts of contact centre operations, customer service and how to apply this knowledge and skills in the workplace. For an intermediate apprentice these skills could involve technical skills to operate the communication technology, knowledge and skills needed to navigate software, communicating with customers, building relationships with customers and colleagues, resolving problems, promoting products and-or services, making sales, using appropriate communication channels, keeping records, gathering customer feedback and working in a team.

Course information

Name: Contact Centre Operations Apprenticship Qualification title: NVQ Certificate in Contact Centre Operations (QCF) Qualification type: Assessment On-site assessment. Awarding City & Guilds of London Institute Created 20150416 15:10:45 Updated 20150416 15:10:45

Entry requirements

None

Provider

PeoplePlus
app.enquiries@peopleplus.co.uk
01512362180
http://www.peopleplus.co.uk

Address

Cranmore Place Suite Five
Cranmore Drive Town: Shirley County:Solihull