Is this course right for me?

If you work in a Contact Centre and wish to gain a nationally recognised  qualification, then this course is perfect for you.

These qualifications are designed to provide the knowledge, understanding and skills you will need to provide effective Contact Centre customer relations. Level 3 is aimed at supervisors, team leaders and managers. 

Entry requirements:

Be employed in a Contact Centre role


An individual learning plan will be drawn up with you and your manager and an assessor will visit you regularly in the work place. You will build a portfolio of evidence to show how you met the National Standards in your day to day work, and that you are aware of relevant legislation. 


You will provide your assessor with evidence of work situations you have dealt with. This can include:

  • Case studies
  • Questions and answers
  • Discussions
  • Emails or letters to support your written evidence
  • Witness testimonies from your colleagues or line manager.

Workbooks and NVQs will be marked by a workplace assessor and moderated by the internal verifier.

Essential Skills will consist of portfolio building and observations.


There are excellent opportunities to progress to a Higher Education (HE) qualification such as a Foundation Degree in Business.