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Contact Centre - Intermediate Apprenticeship at Total People

Course description

Intermediate Apprenticeship

  • Level 2 certificate in Contact Centre
  • Technical Certificate (Certificate in Contact Centre Operations) Level 2
  • Functional Skill Maths Level 1
  • Functional Skill English Level 1
  • Employment Rights and Responsibilities (ERR)
  • Personal Learning and Thinking Skills (PLTS)

Length of the course - 12 months  Approximately

What you'll be doing

During the Apprenticeship you will cover areas such as:

  • Develop personal and organisational effectiveness
  • Health and Safety in ICT and Contact Centres
  • Contact Centre Systems and Technology
  • Customer Care

Who is it for?

To work in a Contact Centre environment, you will need to have excellent customer care skills. You need to be clear and friendly on the phone. You must always have a professional attitude when dealing with customers.

Employers usually look for people with personal qualities like confidence and a good telephone manner.

Course content

  • Level 2 certificate in Contact Centre

Entry requirements

In order to start a Contact Centre Apprenticeship at either Level 2 or 3, you need to have a job or a placement in the industry as it is a work-based qualification.

You don’t usually need any formal qualifications. You should have a reasonable standard of literacy, basic Maths and IT skills. 

Financial information

Aged 16-18
Fully funded

Aged 19-23
Fully funded for employers with less than 1000 employees. For employers with 1000+ employees, please contact us for further details.

Aged 24 and over
Total People require employers to make a contribution towards the cost for all learners aged 24 years and over, embarking on an Apprenticeship

Future opportunities

On completion of the Apprenticeship there may be the opportunity to progress onto other qualifications for example:

  • Advanced Apprenticeship in Contact Centre
  • Apprenticeship in Business & Administration
  • Apprenticeship in Customer Service
  • Apprenticeship in IT
  • Apprenticeship in Team Leading
  • Apprenticeship in Management 

Further information

Please visit our website for further information

How to apply

If you want to apply for this course, you will need to contact Total People directly.

Last updated date: 16 February 2017
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