Introduction to the Contact Centre Industry (4424)

Last Updated: 30 Aug 2016
The Certificate for Introduction to the Contact Centre is a practical qualification to get you started in the contact centre industry. It gives you the skills you need to work successfully as a contact centre operator.

You'll learn to manage inbound calls, sell products and handle customer problems and complaints.
The Certificate for Introduction to the Contact Centre is for anyone looking for their first role in a contact centre. You don't need any previous experience or qualifications.
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?

This qualification develops knowledge and skills in:

  • the principles of call handling in a contact centre environment
  • managing inbound calls and preparing to handle basic customer service problems and complaints
  • basic principles of the sales process
  • teamwork
  • maintaining a positive attitude with customers.

For this qualification you'll learn with your training provider. You may learn in a group environment in a training centre or you may take this qualification as part of development at your workplace.

You'll demonstrate what you've learned through oral examinations and a practical demonstration.

Is this level right for me?

Level 1

You want to work in a contact centre. You want to gain the practical skills and knowledge you need to work successfully as a contact centre operator.

What Careers Can This Lead To?

Achieving this qualification can help you work as a contact centre operator.

You may also be interested in a Customer Service NVQ. If you'd like to advance further in your career, a good next step would be the Level 2 Certificate in Contact Centre Skills.

What Is Involved With Delivering This Course?

In order to offer the Certificate for Introduction to the Contact Centre, you will need suitably qualified staff to carry out training and assessment.

You will also need suitable facilities to carry out the required training to enable learners to achieve industry standards.

To find all the resource requirements, download the course handbooks from the centre documents section.

The Certificate for Introduction to the Contact Centre can be delivered either at a learner's workplace or in your centre. In both cases you'll need to provide your learners with the resources they need to complete all aspects of the qualification. You'll assess learners using oral examinations and a practical demonstration.

Level 1

This will suit you if you want to work in a contact centre. You want to gain the practical skills and knowledge you need to work successfully as a contact centre operator.

You complete seven core units:

  • The contact centre industry
  • Communication skills in a customer service environment
  • Principles of call handling skills
  • Call handling skills
  • Preparing to handle customer problems and complaints
  • Principles of sales
  • Personal aptitudes for contact centre employment.

What Careers Can This Lead To?

Achieving this qualification can help you work as a contact centre operator.

You may also be interested in a Customer Service NVQ. If you'd like to advance further in your career, a good next step would be the Level 2 Certificate in Contact Centre Skills.

Level 1 Certificate for Introduction to the Contact Centre Industry (4424-01)

Last Registration Date: 31 Dec 2016

Level 1 Certificate for Introduction to the Contact Centre Industry

  • Accreditation No: 500/7441/6 This is a reference number related to UK accreditation framework
  • Type: VRQ This is categorisation to help define qualification attributes e.g. type of assessment
  • Credits: 14 Credits are a measure of the size of the qualification
  • Guided Learning Hours: 140 - 140 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

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

Like to offer these qualifications?

To offer this qualification please submit an application and we’ll help you get set up - you can become a City & Guilds qualification provider within 30 days.

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