City & Guilds Level 2 NVQ Certificate in Contact Centre Operations
600/1135/X
- Level: Level 2
- Type: Occupational Qualification
- Status: Available to learners
- Offered in England: Yes
- Awarding body: City & Guilds Limited (Recognised)
- Total credits: 28
- Guided learning hours: 93
- Total qualification time: 280
- 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 (38)
| Unit | Level | Credits | GLH |
|---|---|---|---|
Comply with health and safety procedures in a contact centre RN6142/D/503/0352 |
Level 1 | 2 | 9 |
IT Communication Fundamentals RN6142/Y/502/4291 |
Level 1 | 2 | 15 |
Using Collaborative Technologies RN6142/A/502/4378 |
Level 1 | 3 | 20 |
Using Email RN6142/J/502/4299 |
Level 1 | 2 | 15 |
Using the Internet RN6142/T/502/4296 |
Level 1 | 3 | 20 |
Word Processing Software RN6142/L/502/4627 |
Level 1 | 3 | 20 |
Bespoke Software RN6142/F/502/4396 |
Level 2 | 3 | 20 |
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 |
Communicate information to customers in different but familiar contexts through a contact centre RN6142/H/503/0403 |
Level 2 | 4 | 12 |
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 |
Deal with incoming telephone calls from customers RN6142/F/601/1223 |
Level 2 | 5 | 33 |
Deliver customer service through a contact centre RN6142/K/503/0385 |
Level 2 | 5 | 12 |
Deliver customer service to difficult customers RN6142/T/601/1512 |
Level 2 | 6 | 40 |
Develop your own customer service skills through self-study RN6142/R/601/1548 |
Level 2 | 6 | 40 |
Follow the rules to deliver customer service RN6142/L/601/1614 |
Level 2 | 4 | 30 |
Give customers a positive impression of yourself and your organisation. RN6142/L/601/0933 |
Level 2 | 5 | 33 |
Handling objections and closing sales RN6142/M/502/8606 |
Level 2 | 3 | 22 |
Improve personal effectiveness at work in a contact centre RN6142/T/503/0342 |
Level 2 | 4 | 15 |
Inputting and accessing sales or marketing data in information systems RN6142/D/502/8584 |
Level 2 | 2 | 15 |
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 |
Process information about customers RN6142/H/601/1215 |
Level 2 | 5 | 33 |
Promote additional services or products to customers RN6142/D/601/0936 |
Level 2 | 6 | 40 |
Provide support through a contact centre for specified products and/or services RN6142/L/503/0413 |
Level 2 | 4 | 18 |
Resolve customer service problems RN6142/M/601/1511 |
Level 2 | 6 | 40 |
Selling by telephone – inbound RN6142/J/502/8577 |
Level 2 | 4 | 27 |
Selling by telephone – outbound RN6142/J/502/8580 |
Level 2 | 4 | 27 |
Support customers using on-line customer services RN6142/H/601/1540 |
Level 2 | 5 | 33 |
Time planning in sales RN6142/F/502/8559 |
Level 2 | 2 | 13 |
Use systems and technology during customer contact in a contact centre RN6142/J/503/0362 |
Level 2 | 4 | 24 |
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 |
Process customer service complaints RN6142/D/601/1522 |
Level 3 | 6 | 40 |
Support customers and colleagues when providing contact centre services RN6142/J/503/0426 |
Level 3 | 5 | 15 |
Work with others to improve customer service RN6142/D/601/1553 |
Level 3 | 8 | 53 |