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Call Handling Levels 1 - 4
Award
Number : 2701
Award Type : NVQ
Level(s) : Levels 2-4
City & Guilds
About the qualification
These awards are for people working in call centres. They cover a wide
range of services, including customer support, direct sales and technical
support. The levels offered range from those employed at team or operator
level, right through to call centre management level.
The NVQ in Call Handling (2701) contains a range of optional units which can be chosen by the candidate or their employer to suit the type of operations they undertake on a day to day basis, so the entire award can be assessed in the workplace.
An indication of the levels appropriate for each type of candidate are listed below, but more specific help could be given by our staff during an assessment of training needs.
For more details of these qualifications, visit the City & Guilds website at:
Level 2 - suitable for those with job titles such as agent, advisor, representative etc.
Level 3 Call Handling Operations - suitable for senior advisors, senior operators etc.
Level 3 Supervising Call Handling - suitable for supervisors, team leaders, contact managers etc.
Level 4 Managing Call Handling - for call centre managers, operations managers, performance managers etc.
An introductory course for those still in education, or people who would like to start a career in this sector of the service industry, is offered by the course Award Number : 4423 Introduction to Contact Centre Level 1.
First2train documentation © 2007 273063