OCR NVQ 2 and 3 Contact Centre

This award is for people working in contact centres who want to have their competence in the workplace accredited. The qualification is available at different levels to suit different stages of abilities. The qualification also recognises that you sometimes do tasks at levels above and below the level of their current job role, and this is reflected in the qualification structure. Units above or below the level of the job role can make up the qualification to provide an accurate reflection of your abilities.

What is this qualification?

City & Guilds NVQs are work-related qualifications available at four different levels. They are for people whose work involves some aspect of customer service.

Who can take this qualification?

These NVQs are suitable for anyone whose job includes working in a contact centre. No previous qualifications or education is necessary; the sole requirement is relevant current work experience.

What are the benefits of this qualification?

City & Guilds NVQs in Contact Centre have been developed to recognise and reflect a candidate’s work. Each level of the qualifications recognises a candidate’s competence and ability in their everyday work and covers a diverse range of tasks and functions that are part of customer service.

How does this qualification improve my career prospects?

The NVQs are a formal recognition of an employee’s work skills and abilities.

What does taking the NVQ involve?

The first step is deciding which level to take. An assessor advises candidates, taking into account what they can already do and what they are aiming for. Together, the assessor and candidate work out the best mix of training, assessment and observation to fulfil all the requirements of the NVQ. There are no exams for an NVQ; instead, candidates collect evidence during the course of their normal work.

How is the qualification organised?

The four themes are the same across all levels. They are:

1. Impression and image
2. Delivery
3. Handling problems
4. Development and improvement

Learner benefits

• recognition of existing skills and the opportunity to develop new skills
• improvement of contact centre skills
• job satisfaction through proving competence
• range of optional and imported units makes it easier to match your NVQ to your job skills

Employer benefits

• improved staff morale and motivation
• nationally recognised qualification for key staff in your organisation
• a true reflection of your staff’s performance, competency based not academic

What are the structures of these NVQs?

To achieve a full City & Guilds NVQ Level 2 in Contact Centre, candidates must achieve 7 units made up of 1 mandatory unit and 6 optional units, at least one unit from each theme. This qualification contains 3 units that can be brought forward from Level 1; all three units can be claimed towards a Level 2 qualification. This qualification contains 5 units that can be carried forward to Level 3; from these, a maximum of 3 units may be claimed towards a Level 3 qualification.

NVQ units of competence - City & Guilds NVQ Level 2 in Contact Centre

Mandatory units

202 Develop personal and organisational effectiveness

Optional units

• 203 Contact centre systems and technology
• 204 Customer Care
• 205 Direct selling and customer acquisition in Contact Centres
• 206 Interpersonal and written communications
• 208 Remote support for products or services
• 225 Incident management

How am I taught?

Like all NVQs, these qualifications are competence-based. This means that they are linked to a person’s ability to competently perform a range of tasks connected with their work. To gain these NVQs a candidate must achieve the level of competence described in the NVQ units of competence. The units of competence contain the national occupational standards for Customer Service NVQs at Level 2.

How do I apply?

Contact Cheryl Kelstrup on 01642 865566 or email Cheryl.kelstrup@stockton.ac.uk

How much will this course cost me?

£400.00

If a learner is over 19, and not in receipt of certain benefits (see Fees and Funding) then a fee may be payable. If a learner has not been resident in the EU for the 3 years prior to the commencement of their course, then a fee may be payable.

In both instances, please contact the college for further details.
Terms and Conditions (PDF, 1.93MB)

Please note that the contents published in this course guide are correct at the time of publication. The college reserves the right to make changes or withdraw courses.