Skip to content

Certificate in Contact Centre Operations (QCF) Level 3

Stonebridge College.

Summary

Price
£524.99 inc VAT
Finance options
Finance options available
Study method
Distance learning
Duration
160 hours · Self-paced
Qualification
HABC Certificate in Contact Centre Operations (QCF) Level 3
Awarded by HABC

Overview

Boost your career today! Explore a range of exciting topics, from supervising customer service activities to leading direct sales. Gain a qualification and enhance your CV!

Description

Unit One: Principles of personal and organisational effectiveness in a contact centre(F/503/0358)

On completion of this unit you will:

  • Understand how to use feedback on performance in a contact centre
  • Understand how to improve personal and organisational performance in a contact centre

Unit Two: Principles and processes of health and safety in a contact centre(L/503/0363)

On completion of this unit you will:

  • Understand health and safety risk assessment in a contact centre
  • Understand compliance monitoring of health and safety requirements in a contact centre
  • Understand the principles of health and safety in a contact centre

Unit Three: Principles of personal responsibilities and how to develop and evaluate own performance at work(D/601/7644)

On completion of this unit you will:

  • Understand the employment rights and responsibilities of the employee and employer and their purpose
  • Understand the purpose of health, safety and security procedures in a business environment
  • Understand how to manage own work
  • Understand how to evaluate and improve own performance in a business environment
  • Understand the types of problems that may occur with own work and how to deal with them
  • Understand the decision making process

Unit Four: Principles of sales activities and customer support in a contact centre(J/503/0393)

On completion of this unit you will:

  • Understand the process of selling in a contact centre
  • Understand the use of contact centre sales data
  • Understand how to lead a sales team in a contact centre
  • Understand customer complaints and non-compliance issues in a contact centre

Unit Five: Principles of performance management in a contact centre(Y/503/0396)

On completion of this unit you will:

  • Understand how to improve the performance of individuals and teams in a contact centre
  • Understand performance management in a contact centre

Who is this course for?

This qualification is suitable if you have some experience working in a contact centre and want to develop your skills further. You should already be clear and friendly on the phone, be a team player and have a professional attitude when dealing with customers. Perhaps now you’re looking to move into a supervisory or call centre management position.

Requirements

There is no experience or previous qualifications required for enrolment on this course. It is available to all students, of all academic backgrounds.

Please note: You must be at least 16 years of age to join this course.


Career path

Learners can go on to study further in areas such as:

  • Advanced Contact Centre Operations Apprenticeship

Reviews

Currently there are no reviews for this course. Be the first to leave a review.

Leave a review

Legal information

This course is advertised on reed.co.uk by the Course Provider, whose terms and conditions apply. Purchases are made directly from the Course Provider, and as such, content and materials are supplied by the Course Provider directly. Reed is acting as agent and not reseller in relation to this course. Reed's only responsibility is to facilitate your payment for the course. It is your responsibility to review and agree to the Course Provider's terms and conditions and satisfy yourself as to the suitability of the course you intend to purchase. Reed will not have any responsibility for the content of the course and/or associated materials.

FAQs

Study method describes the format in which the course will be delivered. At Reed Courses, courses are delivered in a number of ways, including online courses, where the course content can be accessed online remotely, and classroom courses, where courses are delivered in person at a classroom venue.

CPD stands for Continuing Professional Development. If you work in certain professions or for certain companies, your employer may require you to complete a number of CPD hours or points, per year. You can find a range of CPD courses on Reed Courses, many of which can be completed online.

A regulated qualification is delivered by a learning institution which is regulated by a government body. In England, the government body which regulates courses is Ofqual. Ofqual regulated qualifications sit on the Regulated Qualifications Framework (RQF), which can help students understand how different qualifications in different fields compare to each other. The framework also helps students to understand what qualifications they need to progress towards a higher learning goal, such as a university degree or equivalent higher education award.

An endorsed course is a skills based course which has been checked over and approved by an independent awarding body. Endorsed courses are not regulated so do not result in a qualification - however, the student can usually purchase a certificate showing the awarding body's logo if they wish. Certain awarding bodies - such as Quality Licence Scheme and TQUK - have developed endorsement schemes as a way to help students select the best skills based courses for them.
View all
Similar subjects: Customer service, Business
Related searches: Online courses