NVQ Level 2 Contact Centre Apprenticeship

A Fully Funded Level 2 Contact Centre Qualification in Wigan


Gain a government funded Level 2 Contact Centre Qualification today! – Subject to Eligibility


As a Contact Centre employee you are required to speak to customers on a daily basis and to record accurate information on behalf of your employer. As part of your development this fully funded contact centre programme of learning will provide you with the opportunity for you to gain a NVQ qualification that is recognised.


Duration:The level 2 Contact Centre Qualification will take 12 – 14 months to complete. Your assessor will come out to visit you once every month. you will need to demonstrate progression to the assessor against your selected units from your apprenticeship.


Location: All of the training and assessing will take place at our place but. There most of the time there will be no need to come to us unless the organisation you work for requires so.


Level 2 Contact Centre Apprenticeship Summary


This qualification is aimed for people already working in a Contact Centre role such as Contact Centre Agents, Sales Advisers, Customer Service Advisers and Telesales Operators. This Apprenticeship can be used for a lot of different jobs in different sectors.


While doing the Team Leading Apprenticeship , you will new skills such as team leading and how business works. leading others. Work to a high standard with colleagues, and be able to talk and discuss things with other employee’s including the management team.


You may wish to learn some other skills that can help with your current job these include; plan and implement change; manage a project or budget; encourage innovation; carry out operational plans; recruit staff; or develop customer service skills.


Job Roles suitable for this apprenticeship include:

  • Contact Centre Agent
  • Sales Advisory
  • Telesales Operator
  • Customer Service Advisory


The Apprenticeship is made up of 4 core units:

  • Level 2 BTEC Certificate in Contact Centre Operations
  • Functional Skills Maths Level 1
  • Functional Skills English Level 1
  • Functional Skills ICT Level 2


Qualification structure In order to achieve the HABC Level 2 NVQ Certificate in Contact Centre Operations (QCF), learners must achieve a minimum of 28 credits overall:

  • Both units in the mandatory group;
  • A minimum of 12 credits from Optional Group A;
  • A minimum of 10 credits from any remaining units from Group A or B. 4 At least 17 credits must be at Level 2 or above.


Mandatory Group

  • Improve personal effectiveness at work in a customer service centre
  • Comply with health and safety procedures in a customer adviser centre.


Optional Group A

  • Use systems and technology during customer contact in a contact centre
  • Deliver customer service
  • Carry out direct sales activities
  • Communicate information to customers in different but familiar contexts through a contact centre
  • Provide support through a customer support centre for specified products and/or services
  • Deal with incidents
  • Support customers and colleagues when providing contact centre services.


Optional Group B

  • Deal with customers using bespoke software
  • Deal with incoming telephone calls from customers
  • Promote additional services or products to customers
  • Using Email
  • Using Collaborative Technologies
  • Word Processing Software
  • Using Email
  • Using Collaborative Technologies
  • Bespoke Software
  • Handling objections and closing sales
  • Time planning in sales
  • Selling by telephone inbound
  • Selling by telephone outbound
  • Inputting and accessing sales or marketing data in information systems
  • Maintain customer service through effective handover
  • Resolve customer service problems
  • Process information about customers
  • Deliver customer service to difficult customers
  • Buddy a colleague to develop their customer service skills
  • Develop your own customer service skills through self-study
  • Give customers a positive impression of yourself and your organisation
  • Support customers using on-line customer services
  • Follow the rules to deliver customer service
  • Process customer service complaints
  • Work with others to improve customer service
  • Develop working relationships with colleagues
  • Using the Internet
  • Using the Internet
  • IT Communication Fundamentals
  • IT Communication Fundamentals.