You are here: Home » Apprenticeships » Apprenticeships A to H » Apprenticeship (Level 2) Contact Centres
Apprenticeship (Level 2) Contact Centres
Title & Level: Intermediate Apprenticeship (Level 2) Contact Centres
Introduction
This course is designed for entry level employees of Contact Centres providing customers with remote support for products or services. It will give you the opportunity to learn, develop and practice the skills required to make an effective contribution in the Contact Centre environment.
Entry requirements
You need GCSE Maths and English at grade D or above. You will also need to pass an interview with the College and have a suitable placement by the start of the course.
Duration
This is a one year course. You will spend one day at College per week and four days in the workplace.
Career Prospects/Progression
If you successfully complete the Intermediate Apprenticeship and would like to gain the skills for a supervisory Contact Centre position, you can apply for a Level 3 Contact Centre Apprenticeship. Alternatively, you may wish to consider the Advanced Apprenticeships in Business Administration or Customer Service.
How will I be assessed?
You will be assessed based upon a portfolio of collected evidence, on-line tests and workplace observations by your assessor.
Course Content/units
This is a three part course consisting of:
- Functional Skills in Maths and English
- Level 2 Technical Certificate in Contact Centre Skills
- Practical development of relevant skills covered by the Technical Certificate
- Health and Safety in ICT and Contact Centres
- Develop Personal and Organisational Effectiveness
- Contact Centre Systems and Technology
- Customer Care
- Direct Selling and Customer Acquisition
- Interpersonal and Written Communication
- Remote Support for Products or Services
City and Guilds
What next?
For further information, advice and to enrol, please call our Customer Liaison Team on 01935 423921
