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IQ Level 2 NVQ Certificate In Contact Centre Operations (QCF)


Qualification Number 600/5106/1
Title IQ Level 2 NVQ Certificate In Contact Centre Operations (QCF)
Category National
Sector General Skills | Business & Administration
Operational Start Date 24/05/2012
Operational End Date 31/01/2017
Total Units 39 Min Credit 28
Min Guided Learning Hours 93 Max Guided Learning Hours 172
Min Age From 18 Min Age To 100

Registration Fee : £51.00

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).

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 NVQ Certificate in Contact Centre Operations (QCF) is a generic competence-based qualification for individuals who work in contact centre environments, including call centre businesses and relevant departments within organisations. It provides learners with formal recognition of their competence. All learners will cover the fundamentals of improving their own effectiveness at work and the observation of health and safety requirements. The wide-ranging optional units provide learners with flexibility to choose those relevant to their particular setting, including the use of IT and bespoke software, handling incidents, processing information, providing remote support, staff handover, resolving problems and other support activities essential to the smooth functioning of a contact centre. Learners can progress to the Level 3 NVQ Diploma in Contact Centre Operations (QCF) using credits already achieved, as there is an overlap of units. They can also progress to the Level 3 Certificate in Principles of Contact Centre Operations (QCF), Level 3 Certificate in Contact Centre Operations (QCF) and other level 3 qualifications or a supervisory role within the contact centre.

The qualification forms the competence component of the Intermediate Apprenticeship in Contact Centre Operations.

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.


To achieve the IQ Level 2 NVQ Certificate in Contact Centre Operations (QCF), learners must achieve 28 credits, 15 of which must be at level 2. 6 credits from both of the mandatory units, a minimum of 12 credits from Optional Group B and the remaining 10 credits selected from Optional Group B and Optional Group C.

Barred Units

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.

IQ Level 2 NVQ Certificate In Contact Centre Operations (QCF)
Mandatory Group AMinimum Units:2
 Minimum Credits:6
 D/503/0352Comply with health and safety procedures in a contact centre129
 T/503/0342Improve personal effectiveness at work in a contact centre2415
Optional Group BMinimum Units:2
 Minimum Credits:12
 L/503/0394Carry out direct sales activities in a contact centre2515
 H/503/0403Communicate information to customers in different but familiar contexts through a contact centre2412
 K/503/0421Deal with incidents through a contact centre2740
 K/503/0385Deliver customer service through a contact centre2512
 L/503/0413Provide support through a contact centre for specified products and/or services2418
 J/503/0426Support customers and colleagues when providing contact centre services3515
 J/503/0362Use systems and technology during customer contact in a contact centre2424
Optional Group C General UnitsMinimum Units:0
 Minimum Credits:0
 M/601/1542Buddy a colleague to develop their customer service skills2533
 F/601/1223Deal with incoming telephone calls from customers2533
 T/601/1512Deliver customer service to difficult customers2640
 H/600/9660Develop working relationships with colleagues2315
 R/601/1548Develop your own customer service skills through self-study2640
 L/601/1614Follow the rules to deliver customer service2430
 L/601/0933Give customers a positive impression of yourself and your organisation2533
 M/502/8606Handling objections and closing sales2322
 D/502/8584Inputting and accessing sales or marketing data in information systems2215
 Y/601/1227Maintain customer service through effective hand over2427
 D/601/1522Process customer service complaints3640
 H/601/1215Process information about customers2533
 D/601/0936Promote additional services or products to customers2640
 M/601/1511Resolve customer service problems2640
 J/502/8577Selling by telephone - inbound2427
 J/502/8580Selling by telephone - outbound2427
 H/601/1540Support customers using on-line customer services2533
 F/502/8559Time planning in sales2213
 L/502/4627Word processing software1320
 D/601/1553Work with others to improve customer service3853
Optional Group C Barred Units Group C1Minimum Units:0
 Minimum Credits:0
 F/502/4396Bespoke Software2320
 L/601/1225Deal with customers using bespoke software2533
Optional Group C Barred Units Group C2Minimum Units:0
 Minimum Credits:0
 J/502/4299Using Email1215
 M/502/4300Using Email2320
Optional Group C Barred Units Group C3Minimum Units:0
 Minimum Credits:0
 A/502/4378Using Collaborative Technologies1320
 F/502/4379Using Collaborative Technologies2430
Optional Group C Barred Units Group C4Minimum Units:0
 Minimum Credits:0
 A/502/4297Using the Internet2430
 T/502/4296Using the Internet1320
Optional Group C Barred Units Group C5Minimum Units:0
 Minimum Credits:0
 D/502/4292IT Communication Fundamentals2215
 Y/502/4291IT Communication Fundamentals1215


Assessment for this qualification is portfolio based. Evidence for this qualification must come from the learners’ consistent performance in the workplace and must also be in accordance with the relevant assessment strategy located at the end of this document in the appendices. As all the units featured in this qualification belong to the contact centre suite or are imported from one of the 4 other suites, there are 5 assessment strategies located in the appendices of this specification:

Appendix A - CfA Assessment Strategy Contact Centre Operations January 2012

Appendix B - CfA Assessment Strategy Customer Service S/NVQs at Levels 1, 2, 3 and 4 July 2010

Appendix C - CfA Assessment Strategy Sales Standards December 2010

Appendix D - CfA Assessment Strategy Management and Leadership Standards August 2011

Appendix E - ITQ Assessment Strategy England, Wales and Northern Ireland March 2009

Specific assessment guidance for each unit, which will indicate which assessment strategy is relevant to that unit, is in the relevant unit’s “Assessment guidance and delivery” section.

A Qualification Achievement Record for this qualification, which includes the forms necessary to map and claim competence is available to download from the IQ website.

Learner Entry Requirements

There are no formal entry requirements. However, learners should be able to work at level 1 or above.

Tutor Requirements

All trainers/assessors and internal verifiers delivering this qualification must meet the requirements as per the assessment strategies. See section 5 of Appendix A at the end of this document.

Centre Requirements



Downloadable Resources