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NVQ - Contact Centre Operations

QCF/NVQs are a widely recognised route to gaining and maintaining expertise in a particular job role. You can work towards your contact centre operations QCF/NVQ level 2 with us in our training centres or we can visit you in your workplace; level 3 is usually delivered in your workplace.


NVQ Levels

The standards that apply to the QCF/NVQs at levels 1 and 2 in Contact Centre Operations and QCF/NVQs at Level 3, 4 and 5 for Contact Centre Professionals are contained in Areas of Competence (AoC). Each AoC covers a particular activity/skill, for example, the skill of Direct selling and customer acquisition in Contact Centres or the activity of Customer Care.

Mandatory units

Optional units

* Customer care * Interpersonal and written communication
* Remote support for products or services * Contact Centre systems and technology
* Direct selling and customer acquisition in Contact Centres * Performance management
* Staff resource planning for Contact Centres    

Restricted Optional Units: (Only two units can be used from this list)

* Internets and intranets * E-mail
* Word processing software * Spreadsheets software
* Database software * Specialist and Bespoke Software
* Use IT systems * Use IT to exchange information
* Sector specific unit* * General uses of IT
* Use IT software * Identify individual learning aims and programmes
* Agree learning programmes with learners * Develop training sessions
* Enable learning through presentations * Enable learning through demonstrations and instruction
* Enable individual learning through coaching * Enable group learning
* Support learners by mentoring in the workplace * Support and advise individual learners
* Monitor and review progress with learners * Support competence achieved in the workplace
* Support the efficient use of resources * Contribute to the selection of personnel for activities
* Contribute to the development of teams and individuals * Lead the work of teams and individuals to enhance performance
* Respond to poor performance in your team * Facilitate meetings
* Contribute to improvements at work * Manage the change in organisational activities
* Manage the use of physical resources * Manage the use of financial resources
* Select personnel for activities * Develop teams and individuals to enhance performance
* Manage the performance of teams and individuals * Deal with poor performance in your team
* Chair and participate in meetings * Determine the effective use of resources
* Delegate work to others * Provide advice and support for the development and implementation of quality policies
* Provide advice and support for the development and
implementation of quality systems
* Carry out quality audits
* Implement quality assurance systems * Manage continuous quality improvement
* Develop operational objectives for the project * Develop a detailed schedule for the project
* Identify perceived risks and evaluate options for their
* Co-ordinate, monitor and control project schedules
* Control hand-over of responsibility for the project * Ensure the completion of project activities
* Develop strategic objectives for the project * Identify and evaluate options for the project
* Prepare the business case for the project * Prepare a project brief
* Identify strategic risk and evaluate options for
minimising project risk
* Develop outline programmes or schedules for projects
* Specify activities for project schedules * Review the progress of projects
* Evaluate projects    

 You may be eligible for funding for this NVQ through the Apprenticeship  programmes.

Heart of England Training Ltd is committed to the elimination of both direct and indirect discrimination and continuously seeks to actively implement positive policies to promote equality of opportunity.

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