City & Guilds Level 3 NVQ Diploma in Contact Centre Operations
600/1136/1
- Level: Level 3
- Type: Occupational Qualification
- Status: Available to learners
- Offered in England: Yes
- Awarding body: City & Guilds Limited (Recognised)
- Total credits: 42
- Guided learning hours: 86
- Total qualification time: 420
- Assessment methods: Coursework, E-assessment, Multiple Choice Examination, Oral Examination, Portfolio of Evidence, Practical Demonstration/Assignment, Practical Examination, Task-based Controlled Assessment, Written Examination
Units (44)
| Unit | Level | Credits | GLH |
|---|---|---|---|
Comply with health and safety procedures in a contact centre RN6142/D/503/0352 |
Level 1 | 2 | 9 |
Buddy a colleague to develop their customer service skills RN6142/M/601/1542 |
Level 2 | 5 | 33 |
Carry out direct sales activities in a contact centre RN6142/L/503/0394 |
Level 2 | 5 | 15 |
Deal with customers using bespoke software RN6142/L/601/1225 |
Level 2 | 5 | 33 |
Deal with incidents through a contact centre RN6142/K/503/0421 |
Level 2 | 7 | 40 |
Develop working relationships with colleagues RN6142/H/600/9660 |
Level 2 | 3 | 15 |
Develop your own customer service skills through self-study RN6142/R/601/1548 |
Level 2 | 6 | 40 |
Handling objections and closing sales RN6142/M/502/8606 |
Level 2 | 3 | 22 |
IT Communication Fundamentals RN6142/D/502/4292 |
Level 2 | 2 | 15 |
Maintain customer service through effective handover RN6142/Y/601/1227 |
Level 2 | 4 | 27 |
Support customers using on-line customer services RN6142/H/601/1540 |
Level 2 | 5 | 33 |
Using Collaborative Technologies RN6142/F/502/4379 |
Level 2 | 4 | 30 |
Using Email RN6142/M/502/4300 |
Level 2 | 3 | 20 |
Using the Internet RN6142/A/502/4297 |
Level 2 | 4 | 30 |
Bespoke Software RN6142/J/502/4397 |
Level 3 | 4 | 30 |
Build a customer service knowledge set RN6142/K/601/1233 |
Level 3 | 7 | 47 |
Communicate information to customers through a contact centre RN6142/K/503/0404 |
Level 3 | 4 | 8 |
Contribute to performance management in a contact centre RN6142/A/503/0407 |
Level 3 | 4 | 12 |
Contribute to resource plan development in contact centre operations RN6142/L/503/0430 |
Level 3 | 7 | 38 |
Contributing to the development and launch of new products and/or services RN6142/A/502/8639 |
Level 3 | 4 | 26 |
Develop personal and organisational effectiveness in a contact centre RN6142/Y/503/0348 |
Level 3 | 4 | 10 |
Gather, analyse and interpret customer feedback RN6142/H/601/1571 |
Level 3 | 10 | 67 |
Lead a team to improve customer service RN6142/H/601/1568 |
Level 3 | 7 | 47 |
Lead direct sales activities in a contact centre team RN6142/D/503/0397 |
Level 3 | 4 | 8 |
Leading a sales or marketing team RN6142/T/502/8641 |
Level 3 | 4 | 25 |
Manage incidents referred to a contact centre RN6142/K/503/0418 |
Level 3 | 6 | 30 |
Manage or support equality of opportunity, diversity and inclusion in own area of responsibility RN6142/M/600/9628 |
Level 3 | 4 | 20 |
Manage own professional development within an organisation RN6142/A/615/8558 |
Level 3 | 4 | 20 |
Manage own professional development within an organisation RN6142/L/600/9586 |
Level 3 | 4 | 20 |
Monitor health and safety procedures in a contact centre RN6142/M/503/0355 |
Level 3 | 5 | 20 |
Monitor the quality of customer service transactions RN6142/T/601/1574 |
Level 3 | 7 | 47 |
Negotiating, handling objections and closing sales RN6142/F/502/8612 |
Level 3 | 4 | 22 |
Organise the delivery of reliable customer service RN6142/Y/601/1230 |
Level 3 | 6 | 40 |
Process customer service complaints RN6142/D/601/1522 |
Level 3 | 6 | 40 |
Supervise customer service activities in a contact centre team RN6142/T/503/0387 |
Level 3 | 4 | 8 |
Support customers and colleagues when providing contact centre services RN6142/J/503/0426 |
Level 3 | 5 | 15 |
Support team use of contact centre systems and technology RN6142/R/503/0364 |
Level 3 | 6 | 20 |
Work with others to improve customer service RN6142/D/601/1553 |
Level 3 | 8 | 53 |
Champion customer service RN6142/T/601/1235 |
Level 4 | 10 | 67 |
Coordinate customer communication processes in a contact centre RN6142/T/503/0406 |
Level 4 | 6 | 12 |
Handle referred customer complaints RN6142/K/601/1524 |
Level 4 | 10 | 67 |
Maintain customer support operations in a contact centre RN6142/L/503/0427 |
Level 4 | 5 | 8 |
Manage customer service delivery in a contact centre RN6142/A/503/0388 |
Level 4 | 6 | 10 |
Manage direct sales activities in a contact centre RN6142/H/503/0398 |
Level 4 | 6 | 12 |