Intermediate Apprenticeship in Contact Centre Operations Level 2

An Apprenticeship in Contact Centre Operations at an Intermediate Level (2) is an ideal programme for those that are working at an entry level position within a Contact/ Call Centre environment. This
Apprenticeship programme will ensure that Contact/Call Centre staff have the skills and confidence to
deliver a high level of customer service whilst working within a fast paced working environment.

Learners will need to be able to demonstrate that they can carry out a range of work activities in a variety of
contexts. Some of these tasks will be required to be carried out whilst working as part of a team.
Learners will need to be using/performing some of the following - bespoke communication systems,
handling customer contacts through communication media, solving problems, recording contact
transactions, cold calling and selling.

Apprenticeship Components:
Apprenticeships are made up of a variety of components; we have listed below the mandatory
components that are required for this programme:
 National Vocational Qualification (QCF)
 Maths & English Skills – Level 1
 Personal Learning and Thinking Skills
 Knowledge of Employment Rights and Responsibilities

The Apprenticeship in Contact Centre Operations Intermediate (Level 2) has mandatory and optional
units. To achieve the Apprenticeship you must achieve 2 mandatory units and several optional units to
achieve a minimum of 28 credits.
Some of the optional units are as follows:
 Use systems and technology during customer contact in a contact centre
 Deliver customer service through a contact centre
 Carry out direct sales activities in a contact centre
 Communicate information to customers in different but familiar contexts through a contact centre
 Provide support through a contact centre for specified products and/or services
 Deal with incidents through a call centre
 Deal with incoming calls from customers
 Promote additional services or products to customers
 Handling objections and closing sales
 Selling by telephone (inbound and outbound)
 Inputting and accessing sales or marketing data in information systems
 Maintain customer service through an effective handover
 Develop own customer service skills through self-study

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