The Contact Centre role is dominated by technology and evolves in line with technological changes. Working in a contact centre involves keeping up-to-date with the latest developments in software, computing, and communication advancements as a necessity.
In addition, a high level of competence in smartphone 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 NOS (National Occupational Standards).
Skills & Competencies for Contact Centre
The Contact Centre NOS are designed to be used by contact centres in all sectors.
Contact Centre Qualifications
A range of vocational and knowledge-based Contact Centre qualifications are available within the UK and internationally. We have developed specific Contact Centre vocational and knowledge-based qualifications including NVQs/SVQs and Technical certificates at levels 2, 3, and 4.
Please find below the latest assessment strategy for Contact Centre NVQs/SVQs.
Contact Centre QCF Units
QCF units have been developed to cover the knowledge and skills needed by those in Contact Centre related roles.
Define the skills your industry needs.
For work-based learning to truly match the range of challenges that you face it’s essential that apprenticeships and training are continuously developed. This is where we come in.
We work with employers, employer groups, and training providers to maintain and update a range of apprenticeship frameworks and standards. Through staged consultations, we ensure that qualifications work for learners, employers, and skills bodies alike.
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