Is this course right for me?
The Contact Centre Apprenticeships include employer-led, up-to-date, flexible qualifications which meet their demand for higher levels of contact centre skills, including softer-skills such as communication, team working, interpersonal skills and the ability to improve own learning and performance.
Whatever contact centre an apprentice might work in, they will be learning and understanding the key concepts of contact centre operations, customer service and how to apply this knowledge and skills in the workplace.
For a Level 2 apprentice these skills could involve technical skills to operate the communication technology, knowledge and skills needed to navigate software, communicating with customers, building relationships with customers and colleagues, resolving problems, promoting products and/or services, making sales, using appropriate communication channels, keeping records, gathering customer feedback and working in a team.
For a Level 3 apprentice these skills could involve higher levels of technical skills to operate the communication technology, higher levels of knowledge and skills needed to navigate software, problem solving, improving customer satisfaction, team leading, improving customer loyalty, gathering and analysing customer feedback, processing complaints and maintaining reliable customer service.
- No formal qualifications are required but experience in a Contact Centre is desirable.
- Apprentices must have an employer who can cover the NVQ criteria.
All places are subject to satisfactory interview.
- The majority of training is provided in the workplace
- Attendance at college-based sessions to complete theory tasks and tests is essential
- Completion of a portfolio of evidence
- Work based observations
- Theory based tasks and tests
From Foundation Apprenticeship Level 2 to an Apprenticeship Level 3.