Advanced Apprenticeship in Contact Centre Operations Level 3

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

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