Level 1 Diploma in Contact Centre Operations – Non Devolved

This is a 2 week Remote course that you will complete online with guidance from a tutor.

You must have access to a laptop or computer, a smart phone is not compatible unfortunately.

Units Covered: 

Produce A CV

Succeed at an Interview

Behaviour and Standards at Work

Select and set up digital devices / systems

Using a keyboard, pointing device or touchscreen

Basic use of digital devices / systems

Digital presence, awareness and safety

Digital technology in the workplace

Introduction to using Word Processing Software

Introduction to using the Internet

Introduction to using E-Mail

Supporting customers by working with others in a contact centre

Provide contact centre customer service

Outgoing telephone communication and sales

Incoming telephone communication and sales

Portray a customer-friendly and positive attitude in a call centre environment

Overview

This qualification provides learners with the knowledge and understanding needed to work in the Contact Centre industry.

The qualification is assessed through portfolio evidence. Learners must demonstrate their understanding of how to deal with various situations in a safe and professional manner.

Full guidance and support will be offered by your tutor throughout the 10-day programme. Your work will be assessed through portfolio based evidence.

A Maths and English assessment must be completed before you can start the course. This will be sent via email.