Vocational Qualifications (QCF)Principles of Contact Centre Operations Level 3 Certificate - 10267

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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The Level 2 and Level 3 Certificates in Principles of Contact Centre Operations (10266 and 10267) are vocationally-related qualifications, designed to extend learners’ knowledge and understanding of the contact centre industry. Developed in partnership with the CfA, the body responsible for qualifications and standards within the sector, they are ideal for those considering a career or already working in customer contact centres.

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