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 you have the essential skill set enables you to compete in a busy market place.

The Intec Qualification in Customer Contact Operations is a work based accredited qualification which explores the principals and practices of working in a contact centre environment. Based on the National Occupational Standards for Contact Centres this qualification will provide you with a thorough understanding of this subject, allowing you 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 qualification 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

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