iCQ Level 3 Certificate in Contact Centre Operations (RQF)
600/8065/6
- Level: Level 3
- Type: Occupational Qualification
- Status: Available to learners
- Offered in England: Yes
- Awarding body: iCan Qualifications Limited (Recognised)
- Total credits: 16
- Guided learning hours: 106
- Total qualification time: 160
- Assessment methods: Portfolio of Evidence
Units (14)
| Unit | Level | Credits | GLH |
|---|---|---|---|
Principles of communication and customer service in a contact centre RN5325/L/503/0377 |
Level 2 | 2 | 12 |
Principles of handling incidents through a contact centre RN5325/M/503/0405 |
Level 2 | 3 | 18 |
Principles of legal, regulatory and ethical requirements of a contact centre RN5325/F/503/0411 |
Level 2 | 2 | 15 |
Principles of selling in a contact centre RN5325/M/503/0386 |
Level 2 | 2 | 14 |
Principles of using systems and technology in a contact centre RN5325/Y/503/0365 |
Level 2 | 3 | 21 |
Principles and processes of health and safety in a contact centre RN5325/L/503/0363 |
Level 3 | 3 | 18 |
Principles and processes of systems and technology in a contact centre RN5325/T/503/0373 |
Level 3 | 4 | 26 |
Principles of customer service in a contact centre RN5325/F/503/0389 |
Level 3 | 4 | 26 |
Principles of incident management through a contact centre RN5325/J/503/0409 |
Level 3 | 4 | 28 |
Principles of performance management in a contact centre RN5325/Y/503/0396 |
Level 3 | 3 | 18 |
Principles of personal and organisational effectiveness in a contact centre RN5325/F/503/0358 |
Level 3 | 2 | 14 |
Principles of personal responsibilities and how to develop and evaluate own performance at work RN5325/D/601/7644 |
Level 3 | 4 | 32 |
Principles of resource planning in a contact centre RN5325/K/503/0399 |
Level 3 | 5 | 35 |
Principles of sales activities and customer support in a contact centre RN5325/J/503/0393 |
Level 3 | 4 | 24 |