The Level 2 in Customer Service /Contact Centre Operations
The purpose of this qualification is to develop the skills and competences required for a variety job roles in contact centres. Learners are most likely to be already employed in the sector as assessment of workplace competence is required. Achievement of the qualification will support learners to work towards improved operational delivery, increased customer satisfaction, attracting new customers and improving customer loyalty. The qualification develops areas including understanding of communication skills, personal effectiveness, health and safety, selling and sales activities and legal responsibilities
The Level 3 in Customer Service /Contact Centre Operations
The purpose of the qualification is to develop the knowledge and understanding that are required for team leader and supervisory roles in the contact centre sector. It is aimed at learners who work in job roles such as Sales Team Leader, Customer Services Team Leader, Contact Centre Team Leader, Product Specialist, Supervisor, Support Analyst and Contact Centre Manager. The qualification is designed to provide underpinning knowledge to support the development of the higher levels of technical skills required in the operation of communication technology, use of software, problem solving, improving customer satisfaction, team leading, improving customer loyalty, gathering and analysing customer feedback, processing complaints and maintaining reliable customer service.