| Contact Centre Professional |  |
The Call Handling Operations Level 3 qualification is intended for experienced staff that handle calls on a daily basis. Their job title may describe them as a senior adviser, operator, group leader, campaign quality advisor or senior telephonist.
This qualification is very flexible in its structure enabling the organisation and individual to choose the optional units which best suit their work situation and job role. Like all NVQs this qualification is competence based. This means that it is linked to the candidate’s ability to competently perform a range of tasks connected with their work. Candidates plan a programme of development and assessment with their assessor and compile a portfolio of evidence to prove that they are competent and knowledgeable in their work role.
Entry Requirements:
3 Standard grades, grade 4 or above in English, Maths and one other subject
Who should attend this course?
Anyone aged 19 and over, wishing to have a national qualification, which is competence based
Key Benefits
- Professional recognition of skills and achievements
- Improved skills, confidence and performance.
- A recognised “quality stamp” for individuals and the team.
Training Methods
GTG Instructors possess a blend of education, business experience and teaching ability. All courses are designed to provide students with hands-on training allowing them to gain practical experience as well as subject knowledge. At GTG we recognise that every business is unique and work with you to deliver the training that YOU need.
To achieve the full award, candidates must complete 2 mandatory units and 6 optional units (can include a maximum of 2 restricted units). These units should at least have a minimum total of UVs.
These are:
- 100 UVs for a level 2 qualification
- 180 UVs for a level 3 qualification
- 280 UVs for a level 4 qualification
| Unit No. | Unit Title | Level 2 | Level 3 | Level 4 |
| Total Points required | 100 | 180 | 280 | |
| Mandatory Units | ||||
| 1 | Health and Safety in ICT and Contact Centres | not available | 30 | 40 |
| 2 | Develop personal and organisational effectiveness | 15 | 30 | 35 |
| Optional Units | ||||
| 3 | Contact Centre systems and technology | 20 | 30 | 40 |
| 4 | Customer Care | 20 | 30 | 40 |
| 5 | Direct selling and customer acquisition | 20 | 30 | 40 |
| 6 | Interpersonal and written communication | 15 | 30 | 40 |
| 7 | Performance management | 30 | 40 | |
| 8 | Remote support for products or services | 20 | 30 | 40 |
| 9 | Staff resource planning for Contact Centres | 30 | 40 | |
| 20 | 15 | 25 | ||
| Restricted Option Units¹ | ||||
| Sector specified unit² | ||||
| Supporting learning and development (import) | ||||
| Managing people and resources (import) | ||||
| Managing quality (import) | ||||
| Project management (import) | ||||
| 15 | Use IT systems | 15 | 25 | |
| 16 | Use IT to exchange informtaion | 15 | 25 | |
| 17 | General uses of IT | 15 | 25 | |
| 18 | Use IT software | 15 | 25 | |
| 19 | Internets and Intranets | 15 | 25 | |
| 21 | Word processing software | 20 | 30 | |
| 22 | Spreadsheets software | 20 | 35 | |
| 23 | Databases | 20 | 35 |
¹A maximum of 2 restricted option units may be taken as part of the qualification
² At City and Guilds discretion. Centres must apply to City and Guilds for units to be included in this area
At least 60% of the unit values must be achieved at the level of the qualification. These values (rounded) are as follows:
- 60 points for level 2
- 110 points for level 3
- 170 points for level 4
Modern Apprenticeship
To achieve full MA status candidates must also complete 5 Core Skills. These core skills - Numeracy; Communication; Working With Others; Problem Solving; Information Technology - should be completed to Intermediate 1 standard.