This qualification is aimed at individuals involved in basic call handling activities. This level is ideal for Customer Advisors, Help Line Agents, Sales Agents, Switchboard Operators and Telephonists.
On completion of the framework the candidate will receive the following qualifications:
> City and Guilds Level 2 NVQ in Contact Centre Operations > Contact Centre Operations Foundation Modern Apprenticeship
Mandatory Units (2)
Develop personal and organisational effectiveness
Health and Safety in ICT and Contact Centres
Unit Value
15
5
Optional Units (combine a number of units, to total 80)
Contact Centre systems and technology
20
Customer Care
20
Direct selling and customer acquisition
20
Interpersonal and written communication
15
Remote support for products or services
20
Restricted optional units (A maximum of 2 restricted option units may be taken as part of the qualification)
Use IT systems
15
Use IT to exchange information
15
General uses of IT
15
Use IT software
15
Internets and intranets
15
Email
15
Word processing
20
Spreadsheets software
20
Databases
20
Specialist or bespoke software
20
Delivery: an assessor will visit the candidate at their workplace at least once a month for a minimum of one hour. In addition to this, they will be set approximately 4 hours worth of work to complete before the next months meeting.
Key Skills
Key Skills are a range of essential skills that are critical to succeed in the workplace today. There are two Key Skill areas (including Communications and Application of Number) which participants complete through a combination of work-based assessments and assignments.
Mandatory Units
>Application of Number (Level 2) >Communications (Level 2)
Optional Units (Level 1, 2, 3, or 4)
> Information Technology > Problem Solving > Working with Others > Improving Own Learning and Performance
Delivery: Key Skills will be completed during the assessor visits
Please Note: There is an IT Key Skills exemption if Level Two IT User NVQ has been obtained. Candidates are encouraged towards achievement of IT Key Skill Level Three.
Recommended Time on Framework
The recommended time to complete the Modern Apprenticeship framework is 18 to 24 months.
