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	Centre handbook	PDF, 534 Kb
	Datasheet - NVQ Contact centres	PDF, 149 Kb

View all documents associated with this qualification.

Overview

These NVQs are designed to reflect the work of individuals in the UK who are working in occupations that require interaction with customers via electronic methods, and the management and operation of such facilities.

Candidates should be working in a company whose main business is a Contact Centre or in the Contact Centre department of a company in another business area. This could encompass both large enterprises and small or medium enterprises (SMEs).

The units within this qualification all have a specified Unit Value. To achieve a full award at Level 4, candidates must achieve a minimum of 280 Unit Values. Candidates must achieve two mandatory units and then choose the optional units that 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.

Management Standards can be found at:
http://www.management-standards.org
(Please go to 1997 Standards)

Other restricted optional units can be found at:
http://www.apm.org.uk
http://www.ento.co.uk

The standards below match those supplied on CD by OCR (to approved centres). These are the standards that centres should be working to.

CHANGES TO CONTACT CENTRE NVQs

We are pleased to announce some changes to the Contact Centre NVQs.

1. Incident Management - this is a new unit and is found listed separately on the website with the other Contact Centre documents

2. Email - this unit has been moved from restricted to general options

3. Developing Personal and Organisational Effectiveness has had its unit values increased to 10, 20, 30 & 40 at Levels 1-4 respectively

Further information will be sent to centres directly as well as Contact Centre documents updated on the website during early June.