A flexible syllabus, enabling training to be tailored to meet specific needs of employers & their employees. It gives participants the opportunity to build and develop more in depth customer service/sales skills within a contact centre environment.
Who will benefit?:
This qualification will benefit those people who are working in a contact centre environment or those team members who use the phone throughout the working day.
Entry requirements:
No formal entry requirements. Ideally the candidate should be working in a company whose main business is a Contact Centre or in a phone based department of a company in other business areas.
Course Aims:
To provide candidates with the knowledge and skills to perform effectively in a pressured work environment. The units within the qualification have been assigned unit values and to achieve a full OCR Contact Centre Operations at level 2 candidates must achieve a minimum total of 100 Unit Values. The assessor will help to identify the appropriate unit combination.
Mandatory Units:
- Develop personal and organisational effectiveness
- Health and Safety in ICT and Contact Centres
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
Duration:
12-18 Months
Progression:
This qualification is a stepping stone to future personal development and provides an effective platform into the Level 3 Contact Centre programme
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