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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 3 Certificate in Contact Centres (05586) is aimed at those who already possess the knowledge and understanding of contact centre practice needed to work competently in the workplace. It is suitable for those who wish to progress to, or are already working in, senior contact centre roles.

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 tasks at a senior level.

The qualification has been designed as a complement to the Level 3 NVQ for Contact Centre Professionals. It will therefore be appropriate both for those who are preparing to undertake an NVQ Level 3 and also for those who are already working towards an NVQ and who wish to demonstrate additional achievements.

This full certificate is also the Technical Certificate towards the MA.

• Final registration date - 31 August 2006
• Final examination opportunities for Unit 1 are as follows:
  • 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.