An Apprenticeship in Contact Centre Operations at an Advanced Level (3) is an ideal programme for those that are working at a supervisory level within a Contact/ Call Centre environment. This Apprenticeship programme will ensure that Supervisors/ Team Leaders or Contact Centre Managers have the skills and confidence to lead and develop a high performing team of Contact Centre professionals.
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 within a supervisory role.
Learners will need to be using/performing contact centre services to customers and colleagues, contributing to resource plan development, managing incidents referred to a contact centre, supporting team use of systems and technology and supervising customer service delivery.
Apprenticeships are made up of a variety of components; we have listed below the mandatory components that are required for this programme:
NVQ Certificate in Business and Administration (QCF)
Maths, English and ICT Skills Level 2
Personal Learning and Thinking Skills
Knowledge of Employment Rights and Responsibilities
The Apprenticeship in Contact Centre Operations Advanced (Level 3) has mandatory and optional units. To achieve the Apprenticeship you must achieve 2 mandatory units and several optional units to achieve a minimum of 42 credits.
Some of the optional units are as follows:
Support team use of contact centre systems and technology
Supervise customer service activities in a contact centre team
Communicate information to customers through a contact centre
Coordinate customer communication processes in a contact centre
Contribute to performance management in a contact centre
Manage incidents referred to a contact centre
Negotiating, handling objections and closing sales
Manage own professional development within an organisation
Plan, allocate and monitor work of a team
Manage customer service in own area of responsibility
Manage or support equality of opportunity, diversity and inclusion in own area of responsibility
Monitor health and safety procedures in a contact centre
Using collaborative technologies