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IQ Level 2 Certificate in Principles of Contact Centre Operations (QCF)

 

Qualification Number 600/6813/9
Title IQ Level 2 Certificate in Principles of Contact Centre Operations (QCF)
Category National
Sector General Skills | Business & Administration
Operational Start Date 06/11/2012
Operational End Date 31/10/2015
Total Units 11 Min Credit 13
Min Guided Learning Hours 93 Max Guided Learning Hours 104
Min Age From 14 Min Age To 100

Registration Fee : £35.50

This is the administrative fee that IQ charges centres to register a learner on this qualification, and NOT a training fee. All fees include registration, certification and postage (international delivery rates may apply).

Introduction

This specification is intended for trainers, centres and learners. General information regarding centre approval, registration, IQR (IQ’s candidate management system), assessment papers, certification, reasonable adjustments, special consideration, appeals procedures,  are available from the website. This document should be read in conjunction with the IQ QMS Centre guide available from the website.

Qualification Purpose

For Qualification Purpose Statement please click here

About this Qualification

IMPORTANT NOTICE: Expiry date of this qualification is 31/10/15 after which date no candidates can be registered, certification end date is 31/01/2016

The IQ Level 2 Certificate in Principles of Contact Centre Operations (QCF) is a qualification aimed at individuals who intend to develop and gain formal recognition of their knowledge and understanding of the contact centre environment. The qualification is generic, so it is suitable for individuals working or intending to work in a variety of contact centre roles.

In the mandatory units, all learners will cover the essentials of personal effectiveness, health and safety and the personal responsibilities relevant to working in a business environment. There are a range of optional units allowing learners scope to choose those areas most relevant to them, including systems, technology, communication, customer service and support, sales activities, handling incidents and legal, regulatory and ethical requirements. Objectives of the qualification include preparing learners to progress to a qualification in the same subject area but at a higher level or requiring more specific knowledge, skills and understanding, meeting relevant programmes of learning, preparing learners for employment and supporting a role in the workplace.

This qualification is the knowledge component of the Intermediate Apprenticeship in Contact Centre Operations.

Progression

Learners who achieve this qualification can progress to the Level 2 NVQ Certificate in Contact Centre Operations, which forms the competence component of the apprenticeship. They can also progress to a variety of higher level knowledge qualifications including:

· Level 3 Certificate in Contact Centre Operations (QCF)

· Level 3 Certificate in Principles of Contact Centre Operations (QCF).

       

      Take this Qualification

      If you are interested in taking this qualification and would like to find your nearest IQ centre, please give us a call on 01952 457 452 and a member of our team will be happy to help.

      Structure

      To achieve the IQ Level 2 Certificate in Principles of Contact Centre Operations (QCF), learners must achieve a minimum of 13 credits, of which at least 10 credits must be at level 2. Learners must achieve 7 credits from the Mandatory Group and a minimum of 6 credits from the Optional Group.

      A number of optional units within this qualification are barred. Barred units exist to allow learners greater choice in how to meet the required number of credits to achieve a qualification. However, because barred units feature a significant overlap of content, learners are not allowed to take more than one unit of a barred set. The following table displays all of the optional barred units that can be taken with this qualification; only one unit from each pair/set can count towards the learner’s achieved credits.

      Unit Numbers

      Barred Against

      Principles of using systems and technology in a contact centre (Y/503/0365)

      Principles and processes of systems and technology in a contact centre (T/503/0373)

      Principles of communication and customer service in a contact centre (L/503/0377)

      Principles of customer service in a contact centre (F/503/0389)

      Principles of selling in a contact centre (M/503/0386)

      Principles of sales activities and customer support in a contact centre (J/503/0393)

      IQ Level 2 Certificate in Principles of Contact Centre Operations (QCF)
      Mandatory GroupMinimum Units:3
       Minimum Credits:7
       UnitLevelCreditGLH
       A/503/0360Principles of health and safety in a contact centre218
       T/503/0356Principles of personal effectiveness in a contact centre2214
       L/601/7638Principles of personal responsibilities and working in a business environment2432
       
      General UnitsMinimum Units:0
       Minimum Credits:0
       UnitLevelCreditGLH
       M/503/0405Principles of handling incidents through a contact centre2318
       F/503/0411Principles of legal, regulatory and ethical requirements of a contact centre2215
       
      Barred Group 1Minimum Units:0
       Minimum Credits:0
       UnitLevelCreditGLH
       T/503/0373Principles and processes of systems and technology in a contact centre3426
       Y/503/0365Principles of using systems and technology in a contact centre2321
       
      Barred Group 2Minimum Units:0
       Minimum Credits:0
       UnitLevelCreditGLH
       L/503/0377Principles of communication and customer service in a contact centre2212
       F/503/0389Principles of customer service in a contact centre3426
       
      Barred Group 3Minimum Units:0
       Minimum Credits:0
       UnitLevelCreditGLH
       J/503/0393Principles of sales activities and customer support in a contact centre3424
       M/503/0386Principles of selling in a contact centre2214

      Assessment

      All units in this qualification are assessed by portfolio (internally set and marked and quality assured by IQ). An Achievement Record for this qualification which includes the forms necessary to map and claim knowledge and competence is available to download from the IQ website/ on request.

      All assessment criteria of the selected units must be met and mapped and the location of the evidence must be indicated in the achievement record. Assessment must be in accordance with the CfA Assessment Strategy for Contact Centre Operations January 2012 (see Appendix A at the end of this document).

      This qualification is not graded, successful learners achieve a pass.

      Learner Entry Requirements

      There are no formal entry requirements. However, learners should be able to work at level 1 or above and be proficient in the use of English Language.

      Tutor Requirements

      All trainers delivering this qualification must be sector competent and possess relevant knowledge up to at least the level of this qualification.

      Centre Requirements

      Centres must be approved by IQ in order to offer this qualification.

       

       

      Downloadable Resources