Level 2 NVQ Contact Centre - Operations
Level 3 NVQ for Contact Centre Professionals
Level 4 NVQ for Contact Centre Professionals
Each qualification must contain these mandatory units:
Unit |
Unit title |
Level 2 Unit value |
Level 3 Unit value |
Level 4 Unit value |
AA |
Develop personal and organisational effectiveness (mandatory) |
20 |
30 |
40 |
BB |
Health & Safety in ICT and contact centres (mandatory) |
|
30 |
40 |
Then a combination of optional units and Areas of Competence can be chosen from the list below.
At least 60% of the unit value of the optional units must be achieved at the level of the qualification. This equates to:
60 UVs for Level 2
110 UVs for Level 3
170 UVs for Level 4
(A maximum of two units may be chosen from the restricted option list)
Unit Values - NVQ Contact Centres Levels 2,3 and 4
Optional Units
CC Customer care 20 30 40
DD Interpersonal and written communication 15 30 40
EE Remote support for products or services 20 30 40
FF Contact Centre systems and technology 20 30 40
GG Direct selling and customer acquisition in Contact Centres 20 30 40
HH Performance management N/A 30 40
II Staff resource planning for Contact Centres N/A 30 40
Restricted Optional Units: (Only two units can be used from this list)
G Internets and intranets 5 15 25
H E-mail 15 25 N/A
I Word processing software 10 20 30
J Spreadsheets software 10 20 35
K Database software 10 20 35
N Specialist and Bespoke Software 10 20 30
P Use IT systems 5 15 25
Q Use IT to exchange information 5 15 25
R Sector specific unit 10 20 30 40
S General uses of IT 5 15 25
T Use IT software 5 15 25
V1 Identify individual learning aims and programmes 30
V2 Agree learning programmes with learners 30
V3 Develop training sessions 30
V4 Enable learning through presentations 30
V5 Enable learning through demonstrations and instruction 30
Unit Area of Competence (AoC) Level 1 Level 2 Level 3 Level 4 Level 5
V6 Enable individual learning through coaching 30
V7 Enable group learning 30
V8 Support learners by mentoring in the workplace 30
V9 Support and advise individual learners 30
V10 Monitor and review progress with learners 30
V11 Support competence achieved in the workplace 30
W1 Support the efficient use of resources 30
W2 Contribute to the selection of personnel for activities 30
W3 Contribute to the development of teams and individuals 30
W4 Lead the work of teams and individuals to enhance
performance 30
W5 Respond to poor performance in your team 30
W6 Facilitate meetings 30
W7 Contribute to improvements at work 40
W8 Manage the change in organisational activities 40
W9 Manage the use of physical resources 40
W10 Manage the use of financial resources 40
W11 Select personnel for activities 40
W12 Develop teams and individuals to enhance performance 40
W13 Manage the performance of teams and individuals 40
W14 Deal with poor performance in your team 40
W15 Chair and participate in meetings 40
X1 Provide advice and support for the development and
implementation of quality policies 40
X2 Provide advice and support for the development and
implementation of quality systems 30
X3 Carry out quality audits 30
X4 Implement quality assurance systems 40
Y1 Develop operational objectives for the project 20
Y2 Develop a detailed schedule for the project 20
Y3 Identify perceived risks and evaluate options for their
control 20
Y4 Co-ordinate, monitor and control project schedules 20
Y5 Control hand-over of responsibility for the project 20
Y6 Ensure the completion of project activities 20
A unit is normally the smallest part of the NVQ that a candidate can be certificated for.
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