Course Aims:

To aims of the course are to provide:

• training in the skills necessary to operate in a contact centre or call handling environment
• the opportunity to develop skills in communication and working with others
• the opportunity to develop or improve self and prepare for employment
• a basis for further study and motivation towards career development

Course Market:

This qualification is ideal preparation for those who are interested in taking up a career in a call handling environment. It can also provide formal recognition of the knowledge, understanding and skills of individuals already working or who have worked, as a call handing operative. The qualification may be used as a taster or refresher course.

Course Structure:

The qualification consists of three mandatory units:

Unit Summary:

Unit 01: Contact Centre Equipment and ICT skills

This unit gives a basic introduction to equipment commonly used in contact centres, including effective use of their workstation and developing an understanding of the required ICT skills. Candidates will also consider the importance of Health and Safety issues relating to the work place.

The unit has 3 elements:

1.1 Develop skills to use workstation
1.2 Develop ICT Skills
1.3 Understand Health and Safety in the work-place

Unit 02: Customer Care and Service Delivery for the Contact Centre Industry

Candidates should demonstrate their customer care skills whilst using a contact centre system, including how to interact with both customers and as a team. This unit also covers undertaking both in and out bound calls and system and equipment features relating to this, such as log-in; log-out; ready; not-ready features.

The unit has 2 elements:

2.1 Develop customer care and service delivery skills
2.2 Provide customer care and service delivery

Unit 03: Explore the Contact Centre Industry and Job Opportunities

This unit will enable candidates to develop an understanding of the contact centre industry, including the variety of job roles, working conditions and the office environment. The unit requires candidates to identify their strengths and weaknesses and how demonstrate these when applying for employment using such methods as application forms, curriculum vitae’s and interview techniques.

The unit has 2 elements:

3.1 Explore the contact centre industry
3.2 Develop employment application skills

Duration:

Assessment:

Assessment is the process of measuring a candidate’s skill, knowledge and understanding against the standards set in the qualification. To achieve the NCFE Level 1 Certificate Contact Centre Techniques candidates must be successful in the independently assessed component. Grades are not awarded.

To achieve the independently assessed component, candidates must demonstrate their achievement of all learning outcomes detailed in the Qualification Specification.

Candidates who are unsuccessful in this component may resubmit work within the registration period. A charge may apply. Letters of Unit Credit may be requested for candidates not achieving the full certificate but who satisfy the internal assessment component for at least one whole unit.

The awarding and reporting arrangements for this qualification are in accordance with the criteria set out by the regulatory authorities.

Entry Requirements:

There are no specific recommended prior learning requirements for this qualification. Candidates wishing to undertake this qualification should hold an appropriate Level 1 qualification or equivalent.

Admittance onto a course of study remains at the discretion of the centre based upon the above criteria.

Progression:

The Level 1 Certificate in Contact Centre Techniques allows for progression into, and preparation for:

• NCFE Level 2 in Contact Centre Techniques.
• NCFE Level 2 Certificate for IT Users