Contact Centre Operations Level 3 (Apprenticeship)
Contact Centre Operations Level 3 (Apprenticeship)
Covering all the essential knowledge and skills required for a successful career in contact centre operations, this qualification is ideal for those who are able to access workplace-based qualifications.
Level 3 will suit you if you are working in a contact centre and have some relevant knowledge and skills, usually from a role where you are either in a team leader, supervisor, management role or wanting to develop your skills for management opportunities.
The apprenticeship at Level 3 consists of the following qualifications:
1. City and Guilds Level 3 Certificate in Contact Centre Operations
2. Technical Certificate Level 3 in the principles of Contact Centre Operations
3. Essential Skills Wales - Communication Level 2 and Application of Number Level 2 (proxies may apply)
Course Delivery:
There will be an information and induction session prior to the course commencing. The induction will include enrolment to City and Guilds and Gower College Swansea.
The programme will be delivered through blended learning i.e. a series of tutor led taught sessions, assessments in the workplace and/or on-line meetings via Teams. The Essential Skills programme consists of controlled tasks and confirmatory tasks which will be taken under exam conditions. The course is assessed over an 18 month period and is certificated via City and Guilds.
C&G Level 3 Course Structure:
Mandatory Units
Improve personal effectiveness at work in a contact centre
Comply with health and safety procedures in a contact centre
Optional units from a selection including:
Supervise customer service activities in a contact centre team
Contribute to performance management in a contact centre
Buddy a colleague to develop customer service skills
Using email
Lead a team to improve customer service
Progression Opportunities:
Advice and Guidance Level 3/4 or ILM Management Level 3/5
Additional Information:
Benefits to the Learner
High Quality National and Industry recognised qualification.
Potential career progression
Benefits to the employer
Learning and qualifications with Government backed funding
Minimal disruption from the workplace
A better skilled workforce
Motivated employees
Our Credentials:
The faculty is represented by tutors/assessors who have previously worked in a Contact Centre and are fully qualified in their fields.
Please contact: GCS Training - Tel. 01792 284400 or email training@gcs.ac.uk
This course is listed in the following training categories:
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