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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
Operational Start Date 24/05/2012
Operational End Date 31/12/2013
Total Units 39 Min Credit 28
Min Guided Learning Hours 93 Max Guided Learning Hours 172
Min Age From 18 Min Age To 100

Rate: £50.00

About this Qualification

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.


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.

IndexGroupUnit Ref.Unit TitleCreditGuided
1Optional Group C General UnitsL/601/0933Give customers a positive impression of yourself and your organisation533
1Mandatory Group AD/503/0352Comply with health and safety procedures in a contact centre29
1Optional Group C Barred Units Group C1L/601/1225Deal with customers using bespoke software533
1Optional Group C Barred Units Group C2M/502/4300Using Email320
1Optional Group C General UnitsM/601/1511Resolve customer service problems640
1Optional Group BH/503/0403Communicate information to customers in different but familiar contexts through a contact centre412
1Optional Group C Barred Units Group C2J/502/4299Using Email215
1Optional Group C Barred Units Group C5Y/502/4291IT Communication Fundamentals215
1Optional Group C Barred Units Group C3F/502/4379Using Collaborative Technologies430
1Optional Group C Barred Units Group C1F/502/4396Bespoke Software320
1Optional Group C General UnitsR/601/1548Develop your own customer service skills through self-study640
1Optional Group C General UnitsF/601/1223Deal with incoming telephone calls from customers533
1Optional Group C General UnitsM/502/8606Handling objections and closing sales322
1Optional Group C General UnitsF/502/8559Time planning in sales213
1Optional Group BL/503/0394Carry out direct sales activities in a contact centre515
1Optional Group C Barred Units Group C4T/502/4296Using the Internet320
1Optional Group C General UnitsM/601/1542Buddy a colleague to develop their customer service skills533
1Optional Group C General UnitsL/502/4627Word processing software320
1Optional Group BK/503/0385Deliver customer service through a contact centre512
1Optional Group BK/503/0421Deal with incidents through a contact centre740
1Optional Group C Barred Units Group C4A/502/4297Using the Internet430
1Optional Group C General UnitsD/502/8584Inputting and accessing sales or marketing data in information systems215
1Optional Group C General UnitsD/601/0936Promote additional services or products to customers640
1Optional Group C Barred Units Group C3A/502/4378Using Collaborative Technologies320
1Optional Group BJ/503/0362Use systems and technology during customer contact in a contact centre424
1Optional Group C General UnitsJ/502/8580Selling by telephone - outbound427
1Optional Group BJ/503/0426Support customers and colleagues when providing contact centre services515
1Optional Group C Barred Units Group C5D/502/4292IT Communication Fundamentals215
1Optional Group BL/503/0413Provide support through a contact centre for specified products and/or services418
1Optional Group C General UnitsL/601/1614Follow the rules to deliver customer service430
1Optional Group C General UnitsH/600/9660Develop working relationships with colleagues315
1Optional Group C General UnitsT/601/1512Deliver customer service to difficult customers640
1Optional Group C General UnitsD/601/1522Process customer service complaints640
1Optional Group C General UnitsH/601/1215Process information about customers533
1Optional Group C General UnitsY/601/1227Maintain customer service through effective hand over427
1Optional Group C General UnitsD/601/1553Work with others to improve customer service853
1Optional Group C General UnitsJ/502/8577Selling by telephone - inbound427
1Optional Group C General UnitsH/601/1540Support customers using on-line customer services533
1Mandatory Group AT/503/0342Improve personal effectiveness at work in a contact centre415


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



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