Level 2 NVQ Certificate in Contact Centre Operations - Training
Level 2 NVQ Certificate in Contact Centre Operations - Training
Level 2 NVQ Certificate in Contact Centre Operations - Training
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<strong>Level</strong> 2 <strong>NVQ</strong> <strong>Certificate</strong> <strong>in</strong> <strong>Contact</strong> <strong>Centre</strong> <strong>Operations</strong> (3412 -03)Optional Group CUnit Number:Course Title:Entry <strong>Level</strong>:Credits:Learner Hours:211Deal with <strong>in</strong>com<strong>in</strong>g telephonecalls from customers<strong>Level</strong> 2533212Deal with customers us<strong>in</strong>gbespoke software (ex. 220)<strong>Level</strong> 2533213Ma<strong>in</strong>ta<strong>in</strong> customer servicethrough effective hand over<strong>Level</strong> 2427214Resolve customer serviceproblems<strong>Level</strong> 2640215Deliver customer service todifficult customers<strong>Level</strong> 2640216Support customers us<strong>in</strong>g onl<strong>in</strong>ecustomer services<strong>Level</strong> 2533217Buddy a colleague to developtheir customer serviceskills<strong>Level</strong> 2533218Develop your own customerservice skills through selfstudy<strong>Level</strong> 2640219Follow the rules to delivercustomer service<strong>Level</strong> 2430220Bespoke Software (ex. 212)<strong>Level</strong> 2320221Us<strong>in</strong>g Email (ex. 112)<strong>Level</strong> 2320222Us<strong>in</strong>g the Internet (ex. 113)<strong>Level</strong> 2430223Us<strong>in</strong>g Collaborative technologies(ex.114)<strong>Level</strong> 2430Tel: 028 9024 6888 | Email: <strong>in</strong>fo@rutledgegroup.co.ukwww.rutledgetra<strong>in</strong><strong>in</strong>g.co.uk | We See Your Potential
<strong>Level</strong> 2 <strong>NVQ</strong> <strong>Certificate</strong> <strong>in</strong> <strong>Contact</strong> <strong>Centre</strong> <strong>Operations</strong> (3412 -03)Optional Group CUnit Number:Course Title:Entry <strong>Level</strong>:Credits:Learner Hours:224IT Communication Fundamentals(ex.116)<strong>Level</strong> 2215225Time plann<strong>in</strong>g <strong>in</strong> sales<strong>Level</strong> 2213226Sell<strong>in</strong>g by telephone (<strong>in</strong>bound)<strong>Level</strong> 2427227Sell<strong>in</strong>g by telephone (outbound)<strong>Level</strong> 2427228Inputt<strong>in</strong>g and access<strong>in</strong>gsales or market<strong>in</strong>g data <strong>in</strong><strong>in</strong>formation systems<strong>Level</strong> 2215229Handl<strong>in</strong>g objections andclos<strong>in</strong>g sales<strong>Level</strong> 2422312Work with others to improvecustomer service<strong>Level</strong> 3853314Process customer servicecompla<strong>in</strong>ts<strong>Level</strong> 3640323Develop work<strong>in</strong>g relationshipswith colleagues<strong>Level</strong> 3315AssessmentIn order to achieve this qualification candidates must have a completed portfolio of evidence foreach unit.Tel: 028 9024 6888 | Email: <strong>in</strong>fo@rutledgegroup.co.ukwww.rutledgetra<strong>in</strong><strong>in</strong>g.co.uk | We See Your Potential
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