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Computer,
Office & Business Skills
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As
companies
look to
expand
their
markets,
both at
home and
abroad,
there is
a need to
contact
more and
more
people.
To
be
successful
companies
need to
ensure
they have
effective
lines of
communication
especially
with
their
customer
base and
with an
increasing
amount of
business
being
conducted
over the
telephone,
Call
Handling
has
become an
essential
aspect of
many
companies.
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Contact
Centre
staff
can be
involved
in many
tasks
including
generating
sales
leads,
customer
service,
market
research,
product
service
centres
and
banking
and,
therefore,
a
Contact
Centre
qualification
can
relate
to many
different
businesses.
An
important
quality
for
Contact
Centre
staff
is the
ability
to
effectively
deal
with
other
people
and the
Contact
Centre
Apprenticeship
will
help
you
develop
this
skill.
You
will
also
learn
how to
resolve
problems
and
complaints,
attend
to
customer
needs
and
requests
and
always
deliver
excellent
customer
service
standards.
You
will be
trained
on the
job and
be
assessed
in the
workplace
and on
a
portfolio
of
work.
Throughout
your
Apprenticeship
you
will
receive
help
and
support
from
your
Charter
Assessor.
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What
Qualifications
Will
I
Achieve?
The
Apprenticeship
Framework
comprises:
NVQ
Level
2
in
Contact
Centre
Operations
Key
Skills
in
Application
of
Number
and
Communication
Employment
Responsibilities
&
Rights
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Awarding
Bodies
EDEXCEL
- EDI - OCR - BCS
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