Vocational Qualifications (QCF)Contact Centre Operations Level 2 NVQ Certificate - 10265

Skills for Business Community

The new Skills for Business Community is now available to use. This area is an opportunity for professional discussion, to share ideas and resources as well as interact with OCR qualification staff.

Units Documents

The unit documents have been amended to include details of National Occupational Standards (NOS) and Functional Skills signposting. The content of the units (Learning Outcomes and Assessment Criteria) remains unchanged. They can now be found in the zip on the all documents page.

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This qualification is suitable for those staff whose contact centre role requires well developed behavioural competence and for whom there is some limited scope for independent decision making and bringing about change. This qualification is a component of the new SASE and SASW compliant Apprenticeship frameworks in Contact Centre Operations.

Benefits

  • New QCF qualifications are mapped to the latest National Occupational Standards
  • Both competence and knowledge elements of apprenticeship frameworks available from OCR
  • Centres can remain with OCR and benefit from established relationship and customer support
  • Increasing demand from industry for employees with good customer facing skills