Highfield Level 1 NVQ Award in Contact Centre Operations (RQF)
601/4784/2
- Level: Level 1
- Type: Occupational Qualification
- Status: Available to learners
- Offered in England: Yes
- Awarding body: Highfield Qualifications (Recognised)
- Total credits: 12
- Guided learning hours: 35
- Total qualification time: 120
- Assessment methods: Portfolio of Evidence
Units (19)
| Unit | Level | Credits | GLH |
|---|---|---|---|
Bespoke Software RN5219/A/502/4395 |
Level 1 | 2 | 15 |
Communicate information to customers through a contact centre RN5219/D/503/0402 |
Level 1 | 4 | 10 |
Communicate using customer service language RN5219/F/601/1609 |
Level 1 | 4 | 30 |
Comply with health and safety procedures in a contact centre RN5219/D/503/0352 |
Level 1 | 2 | 9 |
Contribute to customer service in a contact centre RN5219/Y/503/0382 |
Level 1 | 3 | 5 |
Contribute to sales activities in a contact centre RN5219/F/503/0392 |
Level 1 | 3 | 6 |
IT Communication Fundamentals RN5219/Y/502/4291 |
Level 1 | 2 | 15 |
Maintain a positive and customer-friendly attitude RN5219/R/601/1209 |
Level 1 | 5 | 33 |
Recognise and deal with customer queries, requests and problems RN5219/M/601/1508 |
Level 1 | 5 | 33 |
Take details of customer service problems RN5219/T/601/1509 |
Level 1 | 4 | 27 |
Use specific features of contact centre systems and technology RN5219/F/503/0361 |
Level 1 | 3 | 12 |
Using Collaborative Technologies RN5219/A/502/4378 |
Level 1 | 3 | 20 |
Using Email RN5219/J/502/4299 |
Level 1 | 2 | 15 |
Using the Internet RN5219/T/502/4296 |
Level 1 | 3 | 20 |
Work with others to support customers in a contact centre RN5219/J/503/0412 |
Level 1 | 3 | 10 |
Develop your own customer service skills through self-study RN5219/R/601/1548 |
Level 2 | 6 | 40 |
Improve personal effectiveness at work in a contact centre RN5219/T/503/0342 |
Level 2 | 4 | 15 |
Selling by telephone – inbound RN5219/J/502/8577 |
Level 2 | 4 | 27 |
Selling by telephone – outbound RN5219/J/502/8580 |
Level 2 | 4 | 27 |