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Contact Centre Operations Intermediate Apprenticeship at Rewards Training

Course description

Contact centres – sometimes known as ‘call centres’ – provide a way for people to get in touch with businesses and organisations. The contact centres industry is one of the fastest growing in the UK, with job opportunities in most urban areas. Contact centre apprentices could work for a number of businesses across a range of sectors – no matter where they end up, they’ll learn all about their employer’s services and products so they can assist customers as helpfully as possible.

On this Apprenticeship you could be working in areas like sales, information retrieval or account management, or for public service advisors, e.g. for the NHS or Local Government. No matter where you end up, the same sets of skills will apply: you’ll work the phones and computer systems; listen and communicate; solve problems; and work with a team in a fast-paced environment.

Employees of contact centres have to be helpful, friendly and well informed – after all, they’re representing their company or organisation to the public or helping their customers deal with emergencies for the police, fire and rescue, and ambulance services. Because they spend most of their time making and/or answering calls, or responding to customers via emails or other computer networks, contact centre employees must have an excellent phone manner and be able to communicate in writing (it helps if they enjoy working with and talking to customers too). Ultimately, contact centre work is about providing the best customer service possible, a valuable skill for any apprentice.

Course content

This Apprenticeship consists of 3 component parts, all of which must be completed.

 Competence based qualification in contact centre operations

 Knowledge based qualification understanding the principles of call centre operations

 Skills qualifications in English, Maths and IT.

By completing the Contact Centre Level 2 qualification you will develop and practice the skills required to make an effective contribution to a contact centre and its customers through your role as a Customer Service Advisor.

 Resolve customer service problems

 Deal with incoming telephone calls from customers

 Promote additional services or products to customers

 Deliver customer service to difficult customers

 Handling objections and closing sales

Entry requirements

This qualification is suitable for those working in a contact centre role and looking to further their career by developing their communication and customer service skills.

Future opportunities

This qualification can lead onto further learning through a Contact Centre Apprenticeship Level 3 as well as onto managerial and supervisory roles.

How to apply

If you want to apply for this course, you will need to contact Rewards Training directly.

Last updated date: 10 July 2015

Key information

  • Start date: Next September
  • Duration: 1 Year