Covering 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.

City and Guilds Level 3 NVQ Certificate in Contact Centre Operations
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 or on-line meetings via Teams.

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