Contact Centre Operations OCR NVQ Level 2

Summary:

Who is the course for?

The programme is ideal for you if:

- you work in a contact centre;- your work is either paid or voluntary;
- you have skills which you have gained at work but you don't have any formal qualifications to show for them;
- you wish to improve your career prospects with a formal qualification which show your skills and abilities.

There are no other entry requirements.

What is an NVQ?

An NVQ (National Vocational Qualification) formally recognises the skills and achievements you have attained in the workplace.

An NVQ in Contact Centre Operations is not academic study, nor is it undertaken in a classroom environment. There are also no exams. It is a competency-based process whereby you will gather evidence of tasks and achievements from your workplace enrironment.

In order to receive recognition for the work you do, you gather evidence over a period of up to one year.

All the evidence is then placed in a portfolio (folder of work) for assessment.

The evidence may be, for example, emails you have sent; work you've typed up; systems you have implemented or changes you have made at work.

How does it work?

Once you have started on the programme you will be put in touch with an NVQ Assessor who will be your mentor throughout your programme. He/she will visit you at your place of work regularly - normally once per month for about two hours.

During that time you will be shown how to gather evidence and what you need to do. After every visit you will be given a list of action points to follow up on in order for your NVQ to progress.

What are the programme aims?

You will aim to work towards gathering evidence for units which add up to 100 unit values.

You can choose from many units (most of which are set out below) - you will notice that each of these units has a certain unit value. When you have chosen units that add up to at least 100 unit values, you will have your full complement of units. Please note that two of the units are mandatory (i.e. you must do them). they are units AA and BB.

It is best to choose your optional units so that they best match the work you do.

Units include:
- AA - Develop personal and organisational effectiveness (20 uv):
this is a general unit in which you must show that you work effectively within your organisation.- BB - Health and Safety in ICT and Contact Centres (5 uv):
in this unit you must show that you have a working knowledge of health and safety in your workplace.- CC - Customer Care (20 uv):
involves ensuring you are looking after your customer.- DD - Interpersonal and written communication (15 uv):
involves the frequent use of written and oral communication skills at work.- EE - Remote support for products or services (20uv):
involves communication with customers about the products or services your organsiation provides.- FF - Contact Centre systems and technology (20 uv):
involves using technology to perform the requirements of your job.- GG - Direct selling and customer acquisition in Contact Centres (20 uv):
if you have a sales role you may wish to choose this unit.- ZZ - Incident Management (20 uv):
involves resolving problems and incidents at work.- H - email (15 uv):
involves frequently using your email facility to an advanced level.

Restricted Units (a maximum of 2 units can be derived from the following options):

- G - Internets and Intranets (15 uv):
involves using these resources at a high level.- I - Word Processing Software (20 uv):
involves using packages which produce professional looking documents.- J - Spreadsheets Software (20 uv):
involves using packages such as MS Excel at a high level.- K - Database Software (20 uv):
involves using databases such as MS Access at a high level.- N - Specialist and Bespoke Software (20 uv):
if your organisation uses software specifically created for its own use, and you use the software at a high level, you may wish to choose this unit.- P - Use IT Systems (15 uv):
involves setting up and maintaining hardware.- Q - Use IT to Exchange Information (15 uv):
involves using email facilities at a high level.- S - Use IT Software (15 uv):
involves the use of various software to present complex information professionally.- T - General Uses of IT (15 uv):
involves using IT systems to carry out complex tasks such as editing photos.

Please contact the Advice Shop for details of costs and start dates.

Please note that although the information given is believed to be correct at the time of publication, course information, costs where applicable and attendance details may change.