Our courses

Edexcel BTEC Level 2 Award in Contact Centre Skills

Course Summary

Learn how to improve your customer care and support skills through enhanced call handling techniques. Understand how to meet and achieve total quality standards.

Course Description

There are three Units of study:

  • Contact centre operations
    • Explore operational aspects of contact centres
    • Investigate the knowledge and skills needed for successful call handling
    • Examine the legislation and regulations that affect contact centres
  • Dealing with contact centre customers
    • Investigate how effective customer care is provided
    • Explore communication skills appropriate for contact centres
    • Investigate selling techniques and questioning that support contact centre operations
  • Teamwork and problem solving in contact centres
    • Investigate the contribution of teamwork in delivering effective contact centre service
    • Examine the limitations of contact centre operations
    • Explore solutions to customer problems in contact centres

Assessment Method

Assessment will be carried out using a mix of assessment tasks and practical activities during the group sessions, and in the actual workplace to show application. This workplace assessment will be carried out by a qualified vocational assessor and will include: observation of workplace activities; product evidence; questions; witness statements.  

Study Type, Duration and Location

This is a customised course which will require 30 hours of Guided Learning’. The course would typically be 1 month in duration with up to 4 sessions held at our Training Centre in Al Maamoura.
 

Entry Requirement

Learners should be employed within the industry or a realistic working environment. The course is taught in English and requires a minimum of IELTS level 5. 

Progression

This Award covers modules of the underpinning knowledge required for the NVQ Level 2 in Contact Centre Operations. It also covers Key Skills and the Wider Curriculum elements.