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Contact Centre Operations

This information is taken from an apprenticeship framework. It sets out what qualifications the apprentice can achieve.

Summary of this apprenticeship framework

Level
2 (equivalent to GCSEs at grades A* to C)
Typical length
12 months
Current funding band
Up to £1,500 per apprentice.
More information about funding
Entry requirements
Your chosen training provider can advise you about entry requirements for apprentices.
Suitable roles for apprentices
  • Trainee Agent / Contact Centre Agent / Help Desk Operative / Sales Advisor / Customer Service Advisor / Outbound Sales Agent / Inbound Sales Agent / Outbound Customer Service Agent / Inbound Customer Service Agent / Telephone Banking Advisor / Telesales Operator.
Your chosen training provider can advise you about the kinds of skills apprentices will learn.
Qualifications

Apprentices will achieve a practical (or 'competence') qualification:

  • NVQ Certificate in Contact Centre Operations
  • NVQ Certificate in Contact Centre Operations (RQF)

Apprentices will also achieve a theory-based (or 'knowledge') qualification:

  • Certificate in Contact Centre Operations
  • Certificate in Contact Centre Operations (RQF)

Your chosen training provider can advise you about the qualifications open to apprentices as they can change depending on individual and other circumstances.

Professional registration
None specified.