Contact Centre Operations
Personal effectiveness, customer service and sales within the contact centre.
Contact Centre Operations
£25.00
+VAT
- Earn discounts
- Receive reminders
- Keep training records
- Track progress
Highfield Awarding Body
Mobile device friendly content
Duration: 2hrs
Retakes: Unlimited
Overview
This unit provides an introduction to what it is like to work in a contact centre. Topics include customer service and sales, as well as managing personal performance.
Module 1: Introduction
This is Unit One of the seven units that make up the online element of the digital college course, NVQ Level One in Contact Centre Operations. The unit provides an introduction to what it is like to work in a contact centre.
Module 2: Personal Effectiveness
In this second unit, we look at what we mean by personal effectiveness, and then go on to describe how an Agent works with their Manager to agree a Personal Development Plan.
Module 3: Health and Safety
In this unit, we look at health and safety in the workplace, with specific emphasis on a contact centre-type environment
Module 4: Customer Service Excellence
This unit is made up of 6 modules, showing how an Agent can contribute towards the delivery of excellent customer service
Module 5: Sales
This unit covers how to contribute to sales in a contact centre environment
Module 6: Revision
This is the final chapter of the online element of the NVQ Level One course, "Contact Centre Operations".
Course Syllabus
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Unit One
This is Unit One of the seven units that make up the online element of the digital college course, NVQ Level One in Contact Centre Operations. The Unit provides an introduction to what it is like to work in a contact centre.
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Unit 2
This is Unit Two of the seven units that make up the online element of the digital college course, NVQ Level One in Contact Centre Operations.
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Unit 3a
This is Unit Three of the seven units that make up the online element of the digital college course, NVQ Level One in Contact Centre Operations.
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Unit 3b
This is Unit three of the seven units that make up the online element of the digital college course, NVQ Level One in Contact Centre Operations.
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Unit 4a
In this third unit, we look at what we mean by personal effectiveness, and then go on to describe how an Agent works with their Manager to agree a Personal Development Plan.
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Unit 4b
In this fourth unit, we look at what we mean by personal effectiveness, and then go on to describe how an Agent works with their Manager to agree a Personal Development Plan.
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Unit 4c
In this forth unit, we look at what we mean by personal effectiveness, and then go on to describe how an Agent works with their Manager to agree a Personal Development Plan.
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Unit 5
In this fifth unit, we look at what we mean by personal effectiveness, and then go on to describe how an Agent works with their Manager to agree a Personal Development Plan.
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Unit 6a
In this Final unit, we look at what we mean by personal effectiveness, and then go on to describe how an Agent works with their Manager to agree a Personal Development Plan.
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Unit 6b
In this final unit, we look at what we mean by personal effectiveness, and then go on to describe how an Agent works with their Manager to agree a Personal Development Plan.
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Unit 6c
In this final unit, we look at what we mean by personal effectiveness, and then go on to describe how an Agent works with their Manager to agree a Personal Development Plan.
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Unit 6d
In this final unit, we look at what we mean by personal effectiveness, and then go on to describe how an Agent works with their Manager to agree a Personal Development Plan.
Obtaining your certificate
You will need to pass a multiple-choice exam at the end of the course in order to gain your accreditation. Once passed, we will send your official certificate by email.
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Contact Centre Operations
Personal effectiveness, customer service and sales within the contact centre.£25.00
+VAT
