Contact Centre Operations (City and Guilds)

Contact centres play an important role in the business world. They represent the organisation, reflecting the quality of the business and provide customers with the best experience possible. Ensuring that your staff have the essential skill set enables them to give your organisation the edge over the competition.

The Intec Apprenticeship in Customer Contact Operations is a work based learning programme which explores the principals and practices of working in a contact centre environment. Based on the National Occupational Standards for Contact Centres this Apprenticeship will provide your staff with a thorough understanding of this subject, allowing your staff to learn about:

  • Complying with health and safety procedures in a contact centre
  • Improving personal effectiveness at work in a contact centre
  • Using systems and technology during customer contact in a contact centre
  • Delivering customer service through a contact centre
  • Inbound and Outbound selling
  • Contact centre technology

This Apprenticeship can be studied at Level 2, Level 3 and is suitable for those new to or those with experience in the industry. It can be studied as either a standalone Vocational Qualification or as part of an Apprenticeship programme.

For more information on the qualifications, please click on the links below.

Certificate in Contact Centre Operations Level 2

Diploma in Contact Centre Operations Level 3

To learn more about how these Apprenticeships could help to develop your workforce contact us or call on 0808 100 1155.