Level 2 Contact Centre Operations

• Accelerate Career Growth: Completing a Level 2 contact centre operations apprenticeship can open doors to entry-level positions in a wide range of industries that rely on effective remote customer contact interactions. It serves as a stepping stone for further career advancement and specialisation within the contact centre industry.
• Industry-Recognised Certification: Upon successful completion of this programme, apprentices will earn a prestigious industry-recognised certification, providing them with a competitive edge in the job market. Employer’s value the skills and expertise gained through this apprenticeship, opening doors to exciting opportunities.
• Practical and Real-World Learning: Our programme emphasises practical, real-world learning. Apprentices will collaborate with experienced colleagues and expert ALS advisors who will guide the apprentice through every step of their apprenticeship journey.
• Tailored Curriculum: Our comprehensive curriculum is crafted to align with the dynamic needs of the customer contact field. Throughout the programme, apprentices will explore fundamental topics essential to effective contact centre operations including effective communication, use of technology, customer service, personal
  effectiveness and teamwork.
• Experienced and Knowledgeable Advisors: Throughout the apprenticeship, we will provide access to a network of experienced advisors who will provide guidance, support, and feedback. Learn from industry experts with a wealth of knowledge and experience.

This apprenticeship is made up of a combination of mandatory units and optional units. We will work with you to decide which optional modules are most suited to you and your job role.

Units include:

• Dealing with incidents through a contact centre.
• Support customers and colleagues when providing contact centre services.
• Carry out direct sales activities in a contact centre.
• Communicate information to customers in different but familiar contexts through a contact centre.
• Word processing software.
• Deal with customers using bespoke software.
• Maintain customer service through effective hand over.

and many more.

• Typical duration of 18 months.
• Induction session for apprentices and for their line managers.
• One-to-one tutor coaching and assessment support sessions.
• 4 Essential skills assessment days. (2 Preparation Day and 2 Live Task Day) **
• 2 hour long essential skills confirmatory tests. **

**Essential Skills activities are not applicable to apprentices with exemptions

• Level 2 NVQ Certificate in Contact Centre Operations
• Level 2 Certificate in Contact Centre Operations
• Level 1 Essential Skills Communication
• Level 1 Essential Skills Application of Number