Contact Centre Operations - Level 3 Advanced Apprenticeship (City and Guilds)

UPDATED 20161220 11:57:32

The College is well known for its friendly and supportive environment. We have dedicated tutors to help you achieve your learning goals. We also have an experienced team of advisers who can provide additional support along with advice and guidance on a whole range of issues, free of charge. The important thing is that you make the most of your time with us and if we can help with that in any way, we will. Please contact us for further details about Contact Centre Operations - Level 3 Advanced Apprenticeship (City and Guilds)

Course information

Name: Contact Centre Operations - Level 3 Advanced Apprenticeship (City and Guilds) Qualification title: NVQ Diploma in Contact Centre Operations (QCF) Qualification type: Assessment The course duration is at least 12 months. The learner has to undertake 58 credits , made up as follows: NVQ Diploma in  Contact Centre Operations - 42 credits of which 6 credits are mandatory, these units are:Comply with health and safety procedures in a contact centre Develop personal and organisational effectiveness in a contact centre There are many optional units that meet your individual circumstances, they may include:Support team use of contact centre systems and technology Supervise customer service activities in a contact centre team Lead direct sales activities in a contact centre team Contribute to performance in a contact centre Manage incidents referred to a contact centre Work with others to improve customer service Process customer service complaints Monitor the quality of customer service transactions Develop working relationships with colleagues Lead and manage meetings Manage conflict in a team  Certificate in Contact Centre Operations (Knowledge) - 16 credits, of which 9 credits are mandatory. These units include:Principles of personal and organisational effectiveness in a contact centre Principles and processes of health and safety in a contact entre Principles of personal responsibilities and how to develop and evaluate own performance at work Optional Units include:Principles of handling incidents through a contact centre Principles of performance management in a contact centre Principles of incident management through a contact centre Principles of customer service in a contact centre Awarding City & Guilds of London Institute Created 20161220 11:57:32 Updated 20161220 11:57:32

Entry requirements

None

Provider

BLACKPOOL AND THE FYLDE COLLEGE
Further Education
visitors@blackpool.ac.uk
01253 352352
http://www.blackpool.ac.uk

Address

Blackpool and the Fylde College
Ashfield Road Town: Blackpool County:Lancashire