Contact Centre Operations

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First steps

National Certificate in Contact Centre Operations (Level 3)

This programme is for contact centre staff and shows they can work effectively in a contact centre environment and communicate with customers and/or the public on the telephone.

Key competencies/skills recognised in this programme include:

  • Listening
  • Customer focus
  • Functional/technical skills
  • Information gathering

Specific skills recognised include occupational health and safety, time and stress management, computing and communication.