Role Profile

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 NOS
Contact Centre Occupational Map


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.

Assessment Strategy

Contact Centre QCF Units

QCF units have been developed to cover the knowledge and skills needed by those in Contact Centre related roles.

Contact Centre QCF Units (PDF)






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.

To have your say on the future of skills in your sector, register for consultation updates today.

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Developing People, Transforming Lives

As the UK’s largest apprenticeship certification authority, we’ve played an integral role in apprenticeships since our formation in 1996. Whether you know us for certification or skills consultations, our work helps you to manage your apprenticeships and vocational training.

Yet this isn’t all that we do.

We are proud to be part of the Instructus Group, a family of organisations that exist to help people progress in education, in work, and in life. Through a range of funded and part-funded support programmes we help people to fulfill their potential.