Contact Centre Operations (3412)

Last Updated: 30 Aug 2016
Available at all levels, for new entrants and experienced team leaders alike, these qualifications develop a wide range of professional skills and knowledge needed for progression in contact centre operations, no matter which industry the learner is working in.

This qualification is part of the apprenticeship framework.
Anyone working within a contact centre - from those just starting out to those heading for the highest levels of management.
Available to deliver in the following:
  • England
  • Wales
  • Scotland
  • Northern Ireland

Interested in delivering this qualification?

Find out more about how to become an approved City & Guilds centre or fill out our online customer application form

General Information

What Is Involved In Studying This Course?

You can choose the qualification that demonstrates the specialist knowledge and skills you have developed, such as:

  • sales
  • communication
  • customer Support
  • IT.

You will learn on the job in the work environment.

Assessment will also take place in the workplace and will include a portfolio of evidence to meet the criteria of the qualification.

Which level is right for me?

Level 1
You have little or no experience of working in a contact centre and want to develop some basic skills and knowledge, as well as get an understanding of the industry.

Level 2
You are working in a contact centre and have some relevant knowledge and skills, usually from a role where you've been supervised.

Level 3
You are working in a contact centre and have a great deal of technical skills and knowledge. You work with minimum supervision and have a good record of safety, fault correction and ensuring work meets the required standard.

Level 4
You are an experienced contact centre worker, either working as or hoping to progress to a supervisor or manager.

What Careers Can This Lead To?

These qualifications can help you to progress in a wide range of customer service roles, including:

  • Customer Service Advisor
  • Team Leader
  • Customer Services Manager.

What Is Involved With Delivering This Course?

You will need suitably qualified staff to carry out training and assessment, and suitable facilities to carry out the required training to enable learners to achieve industry standards. You can train internal members of staff or recruit specially.
To find all the resource requirements for assessment and delivery, download the qualification handbook from the centre documents section.

Level 1

Level 1 will suit you if you have little or no experience of working in a contact centre and want to develop some basic skills and knowledge, as well as get an understanding of the industry.

There are two sizes of qualification available at this level:

  • Level 1 NVQ Award in Contact Centre Operations
  • Level 1 Certificate in Contact Centre Operations.

These comprise mandatory and optional units, including:

  • Comply with health and safety procedures in a contact centre
  • Improve personal effectiveness at work in a contact centre
  • Use specific features of contact centre systems and technology
  • Contribute to customer service in a contact centre.

For a full list of units, download the qualification handbook from the centre documents section.

What Careers Can This Lead To?

These qualifications can help you to progress in a wide range of customer service roles, including:

  • Customer Service Advisor
  • Team Leader
  • Customer Services Manager.

Level 1 Award in Contact centre operations (3412-01)

Last Registration Date: 31 Dec 2016

Level 1 Award in Contact Centre Operations

  • Accreditation No: 600/1244/4 This is a reference number related to UK accreditation framework
  • Type: Credit based qualification This is categorisation to help define qualification attributes e.g. type of assessment
  • Credits: 12 Credits are a measure of the size of the qualification
  • Guided Learning Hours: 35 - 71 This is the average contact time a centre would typically commit
  • Total Qualification Time: Data unavailable This is the total contact time a centre would typically commit
  • Key Stage: Data unavailable This shows the equivalent Key Stage level.
  • Last Certification: 31/12/2017 This is the last date that a certificate can be issued

Level 1 Certificate in Contact centre operations (3412-02)

Last Registration Date: 31 Dec 2015

Level 1 Certificate in Contact Centre Operations

  • Accreditation No: QAN600/1286/9 This is a reference number related to UK accreditation framework
  • Type: Credit based qualification This is categorisation to help define qualification attributes e.g. type of assessment
  • Credits: 21 Credits are a measure of the size of the qualification
  • Guided Learning Hours: 67 - 126 This is the average contact time a centre would typically commit
  • Total Qualification Time: Data unavailable This is the total contact time a centre would typically commit
  • Key Stage: Data unavailable This shows the equivalent Key Stage level.
  • Last Certification: 31/12/2016 This is the last date that a certificate can be issued

Level 2

Level 2 will suit you if you are working in a contact centre and have some relevant knowledge and skills, usually from a role where you've been supervised.

This comprises mandatory and optional units, including:

  • Comply with health and safety procedures in a contact centre
  • Improve personal effectiveness at work in a contact centre
  • Use systems and technology during customer contact in a contact centre
  • Deliver customer service through a contact centre.

For a full list of units, download the qualification handbook from the centre documents section.

What Careers Can This Lead To?

These qualifications can help you to progress in a wide range of customer service roles, including:

  • Customer Service Advisor
  • Team Leader
  • Customer Services Manager.

Level 2 Certificate in Contact centre operations (3412-03)

Last Registration Date: 31 Oct 2017 Supportive services: Learning Assistant

Level 2 Certificate in Contact Centre Operations

  • Accreditation No: 600/1135/X This is a reference number related to UK accreditation framework
  • Type: Credit based qualification This is categorisation to help define qualification attributes e.g. type of assessment
  • Credits: 28 Credits are a measure of the size of the qualification
  • Guided Learning Hours: 93 - 172 This is the average contact time a centre would typically commit
  • Total Qualification Time: Data unavailable This is the total contact time a centre would typically commit
  • Key Stage: Data unavailable This shows the equivalent Key Stage level.
  • Last Certification: 31/10/2019 This is the last date that a certificate can be issued

Level 3

Level 3 is ideal if you are working in a contact centre and have a great deal of technical skills and knowledge. You work with minimum supervision and have a good record of safety, fault correction and ensuring work meets the required standard.

This comprises mandatory and optional units, including:

  • Comply with health and safety procedures in a contact centre
  • Develop personal and organisational effectiveness in a contact centre
  • Carry out direct sales activities in a contact centre
  • Deal with incidents through a contact centre.

For a full list of units, download the qualification handbook from the centre documents section.

What Careers Can This Lead To?

These qualifications can help you to progress in a wide range of customer service roles, including:

  • Customer Service Advisor
  • Team Leader
  • Customer Services Manager.

Level 3 Diploma in Contact centre operations (3412-04)

Last Registration Date: 31 Oct 2017 Supportive services: Learning Assistant

Level 3 Diploma in Contact Centre Operations

  • Accreditation No: 600/1136/1 This is a reference number related to UK accreditation framework
  • Type: Credit based qualification This is categorisation to help define qualification attributes e.g. type of assessment
  • Credits: 42 Credits are a measure of the size of the qualification
  • Guided Learning Hours: 86 - 237 This is the average contact time a centre would typically commit
  • Total Qualification Time: Data unavailable This is the total contact time a centre would typically commit
  • Key Stage: Data unavailable This shows the equivalent Key Stage level.
  • Last Certification: 31/10/2020 This is the last date that a certificate can be issued

Level 4

Level 4 is ideal if you are an experienced contact centre worker, either working as or hoping to progress to a supervisor or manager.

This comprises mandatory and optional units, including:

  • Comply with health and safety procedures in a contact centre
  • Improve organisational effectiveness and personal development in a contact centre
  • Supervise customer service activities in a contact centre team
  • Contribute to performance management in a contact centre.

For a full list of units, download the qualification handbook from the centre documents section.

What Careers Can This Lead To?

These qualifications can help you to progress in a wide range of customer service roles, including:

  • Customer Service Advisor
  • Team Leader
  • Customer Services Manager.

Level 4 Diploma in Contact centre operations (3412-05)

Last Registration Date: 31 Dec 2015

Level 4 Diploma in Contact Centre Operations

  • Accreditation No: 600/1288/2 This is a reference number related to UK accreditation framework
  • Type: Credit based qualification This is categorisation to help define qualification attributes e.g. type of assessment
  • Credits: 67 Credits are a measure of the size of the qualification
  • Guided Learning Hours: 300 - 354 This is the average contact time a centre would typically commit
  • Total Qualification Time: Data unavailable This is the total contact time a centre would typically commit
  • Key Stage: Data unavailable This shows the equivalent Key Stage level.
  • Last Certification: 31/12/2018 This is the last date that a certificate can be issued

Additional information for centres

Learning Assistant

LEARNING ASSISTANT IS AVAILABLE FOR THIS QUALIFICATION

Learning Assistant is an innovative and cost effective e-portfolio solution that allows colleges and training providers to dramatically improve the delivery of their vocational qualifications.

Learn more about Learning Assistant >

Here you can find all documents related to this suite of qualifications.

By clicking on the section headings below, you can access a variety of documents such as the qualification handbooks and assessment materials, Statements of Purpose, and recognition letters from industry and employers.

Some documents may be password protected. Passwords can be retrieved by logging in to WalledGarden.com and visiting the Administration section of the relevant qualification catalogue page.

Interested in delivering this qualification?

Find out more about how to become an approved City & Guilds centre or fill out our online customer application form

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