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The Level 2 Certificate: Contact Centre Operations (QCF) training Work Club course has been developed to give learners the opportunity to: ...

The Level 2 Certificate: Contact Centre Operations (QCF) training Work Club course has been developed to give learners the opportunity to:
• Engage in learning which is relevant to them and provide opportunities to develop a range of skills and techniques, personal skills and attributes essential for successful performance in working life.
• Gain the knowledge, understanding and skills that learners need to work effectively in a
Contact Centre environment.
• Achieve a nationally recognised and vocationally related qualification at Level 2.
• Progress to employment in a particular vocational sector.
• Progress to related general and/or vocational qualifi cations.
The course is ideal for anyone who currently works, or is interested in working in a call centre or telephone-based customer service environment.
The benefits of this course are:
• Gain a nationally-recognised qualification at Level 2.
• Further your personal development and develop new skill and understanding.
• Demonstrate a commitment to updating your knowledge in this area.
• Increase professional confidence.
• Support and guidance from a dedicated team of qualified assessors/tutors.
• Receive a set of high quality learner support materials that will be yours to keep and use as a reference material.
• Provide you with a competitive edge when applying for job roles in this exciting sector.
Delivery and Assessment

This qualification is assessed by the submission of a portfolio of evidence which is internally assessed. This five day course is arranged over a two week period, ensuring you have the time to learn at your own pace.

By attending this course you will gain valuable skills and demonstrate to prospective employers that you are committed to working in this expanding sector of the economy.

For more information contact us: 0121 707 0550 or e-mail: info@pathwaygroup.co.uk

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Contact Centre Operations Training - Work Club Document Transcript

  • 1. Level 2 Certificate Contact Centre Operations (QCF)CCoonnttaacc
  • 2. Level 2 Certificate: Contact Centre Operations (QCF) What your course will cover: The Level 2 Certificate in Contact Centre Operations has been developed to give learners the opportunity to: • Engage in learning which is relevant to them and provide opportunities to develop a range of skills and techniques, personal skills and attributes essential for successful performance in working life. • Gain the knowledge, understanding and skills that learners need to work effectively in a Contact Centre environment. • Achieve a nationally recognised and vocationally related qualification at Level 2. • Progress to employment in a particular vocational sector. • Progress to related general and/or vocational qualifications. Who is this course for? The Level 2 Certificate in Contact Centre Operations is ideal for anyone who currently works, or is interested in working in a call centre or telephone-based customer service environment. What are the benefits of this course? • Gain a nationally-recognised qualification at Level 2. • Further your personal development and develop new skill and understanding. • Demonstrate a commitment to updating your knowledge in this area. • Increase professional confidence. • Support and guidance from a dedicated team of qualified assessors/tutors. • Receive a set of high quality learner support materials that will be yours to keep and use as a reference material. • Provide you with a competitive edge when applying for job roles in this exciting sector. Delivery and Assessment This qualification is assessed by the submission of a portfolio of evidence which is internally assessed. This five day course is arranged over a two week period, ensuring you have the time to learn at your own pace.
  • 3. The units in this qualification The Level 2 Certificate in Contact Centre Operations is a 13-credit qualification that consists of five mandatory units. Core Units: Unit 1 Principles of Personal Effectiveness in a Contact Centre Unit 2 Principles of Health and Safety in a Contact Centre Unit 3 Principles of Personal Responsibilities and Working in a Business Environment Unit 4 Principles of Using Systems and Technology in a Contact Centre Unit 5 Principles of Handling Incidents through a Contact Centre Progression options The programme supports progression on to further qualifications such as Apprenticeships and NVQs. Why attend? By attending this course you will gain valuable skills and demonstrate to prospective employers that you are committed to working in this expanding sector of the economy. For more information contact us on: Tel: 0121 707 0550 Email: info@pathwaygroup.co.uk
  • 4. Contact Centre Manager Salary: £37,214 Contact Centre Agent Salary: £7.00 per hour Contact Centre Advisor Salary: £17,000 - £18,000 Customer Service Team Manager Salary: £22,000 - £28,000 Learn and £arn! Here is a sample of some jobs and salaries currently available in this sector.
  • 5. Get on a Course and Get Ahead! The course was an excellent opportunity to meet new people and share my ideas about how to find work successfully. I also feel I’ve made good progress in finding work, because of this course. To the dearest teacher, It was so good to be in the class and I was happy to take part in the group. I would do it again and I would like to thank you kindly for having me. Keep up the good work! The sessions are 10 out of 10. The assistance was also very good I think Pathway is a good organisation. The information was broken down to an great, understandable level and overall I found the course very helpful. I will ask my colleagues to contact Pathways if they also want to do an NVQ. I am very happy with my NVQ Level 2 that I completed with Pathways. The support I received on the learning programme was really good. Thank you.