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Overview

This qualification is made up of four units which can be entered individually or in any combination of units short of the full award. The full Certificate at each level consists of all four units.

Unit 1 is examined. Units 2, 3 and 4 are centre-assessed and externally moderated by OCR. Unit 4 is borrowed from the CLAiT suite of qualifications at the appropriate level.

For the full Certificate, the candidate is required to pass units in the following areas: working in a contact centre context, handling customer queries and requests in a contact centre context, working with others within the business, understanding ICT applications relevant to the position of a contact centre agent.

The OCR Level 2 Certificate in Contact Centres (05585) is aimed at those who already possess basic knowledge and understanding of contact centre practice and who wish to extend their knowledge. It is suitable for those who are already employed in contact centre roles and who wish to develop further knowledge and skills to support their work.

It will also be suitable for those who are studying in preparation for employment in job roles where they will be expected to work autonomously in carrying out contact centre related tasks.

The qualification has been designed as a complement to the NVQ in Contact Centres. It will therefore be appropriate both for those who are preparing to undertake the NVQ in Contact Centre Operations at Level 2 and also for those who are already working towards the NVQ and who wish to demonstrate additional achievements.

The last registration date for this qualification is 31 August 2006 - the last examination opportunities for Unit 1 are as follows:

Examination sessions in
March 2006
June 2006
December 2006
March 2007
June 2007

For exact dates, please go to the examination link at the top of this page and download examination timetables.