City & Guilds Level 2 Certificate in Contact Centre Operations
600/1137/3
- Level: Level 2
- Type: Vocationally-Related Qualification
- Status: Available to learners
- Offered in England: Yes
- Awarding body: City & Guilds Limited (Recognised)
- Total credits: 13
- Guided learning hours: 93
- Total qualification time: 130
- 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 (11)
| Unit | Level | Credits | GLH |
|---|---|---|---|
Principles of communication and customer service in a contact centre RN6142/L/503/0377 |
Level 2 | 2 | 12 |
Principles of handling incidents through a contact centre RN6142/M/503/0405 |
Level 2 | 3 | 18 |
Principles of health and safety in a contact centre RN6142/A/503/0360 |
Level 2 | 1 | 8 |
Principles of legal, regulatory and ethical requirements of a contact centre RN6142/F/503/0411 |
Level 2 | 2 | 15 |
Principles of personal effectiveness in a contact centre RN6142/T/503/0356 |
Level 2 | 2 | 14 |
Principles of personal responsibilities and working in a business environment RN6142/L/601/7638 |
Level 2 | 4 | 32 |
Principles of selling in a contact centre RN6142/M/503/0386 |
Level 2 | 2 | 14 |
Principles of using systems and technology in a contact centre RN6142/Y/503/0365 |
Level 2 | 3 | 21 |
Principles and processes of systems and technology in a contact centre RN6142/T/503/0373 |
Level 3 | 4 | 26 |
Principles of customer service in a contact centre RN6142/F/503/0389 |
Level 3 | 4 | 26 |
Principles of sales activities and customer support in a contact centre RN6142/J/503/0393 |
Level 3 | 4 | 24 |