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.
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)
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