The contact centre industry is dominated by technology and technological changes. Being employed in a contact centre necessarily involves keeping up to date with all the latest developments in software, computing and communication advancements. In addition, a high level of competence in smart phone technology and social networking now plays a big role in overall contact centre operations.
Developing strong general customer service skills allied with high levels of competency in all of the relevant technologies now forms a major part of our Contact Centre training focus.
The Contact Centre National Occupational Standards are designed to be used by Contact Centres in all Sectors.
A wide range of vocational and knowledge based Contact Centre qualifications are available within the UK and internationally. We have developed a number of specific Contact Centre vocational and knowledge based qualifications including NVQs/SVQs and Technical (knowledge based) Certificates at levels 2, 3 and 4.
Please find below the latest assessment strategy for Contact Centre NVQs/SVQs.
QCF units have been developed to cover the knowledge and skills needed by those in Contact Centre related roles.