Units
The qualification is built around these units:
- Principles of personal effectiveness in a contact centre
- Principles of health and safety in a contact centre
- Principles of personal responsibilities and working in a business environment
- Principles of using systems and technology in a contact centre
Topics and content
During the course you will learn to:
- Describe the steps in performance review processes.
- List the expectations defined by the job role for working in a contact centre.
- Explain the procedures and techniques relating to health and safety.
- List the types of hazard relevant to a contact centre.
- Identify the main points of contracts of employment.
- Being safe and healthy at work.
- Describe different methods of communication.
- Assess how this relates to work.
Qualification details
| Awarding organisation | NCFE (UK) |
| Level | Level 2 |
| Size | 140 hours total qualification time (14 credits) |
| Category | Preparation for Life and Work |
| Fees | Ask the admissions office for current fees |