Contact Centre
With the ever increasing market place of telecommunications, it is essential that staff have the correct approach and skills to deal with customers quickly and efficiently.
Poultec’s training complies with organisational requirements and offers staff the opportunity to develop the tools they need to deliver effective customer service for the organisation.
These qualifications are flexible and units can be chosen across levels 1, 2 and 3 to provide a personalised NVQ, supporting a wide variety of job roles.The mix of units can cover IT skills, Customer Care, Health and Safety as well as Contact Centre bespoke software.
The Contact Centre NVQ can lead to other qualification routes such as Customer Service, Business Administration and IT, therefore offering a suite of personal development.
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NVQ Level 2 Contact Centre Operations
 These awards are aimed at staff working in contact centres who would like to have their competency in the workplace accredited.
The qualification levels are achieved using a unit value system (UVs), with similar units at different levels to recognise competency where staff carry out tasks either above or below a certain level.
Level 2 is designed for telesales operators, help desk personnel or call centre operatives and requires 100 UVs for achievement.
Level 2 example units are:
Customer care (20 UVs)
Contact centre systems and technology (20 UVs)
Word processing software (15 UVs)
Spreadsheets software (20 UVs)
Direct selling and customer acquisition (20 UVs)
Remote support for products or services (20 UVs)
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NVQ Level 3 Contact Centre Operations
 These awards are aimed at staff working in contact centres who would like to have their competency in the workplace accredited.
Level 3 is designed for team leaders and supervisors within the call centre environment and requires 180 UVs for achievement.
Level 3 example units are:
Performance management (30 UVs)
Staff resource planning for contact centres (30 UVs)
Supporting learning and development (30 UVs)
Word processing software (30 UVs)
Spreadsheets software (35 UVs)
Customer care (30 UVs)
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Apprenticeship Contact Centre Operations
Most of the time you have to make a choice between studying for a qualification and having a job. With Apprenticeships you get the best of both worlds-a paid job and a training programme that leads to nationally recognised qualifications.
Apprenticeships are a combination of three qualifications; a theory based course (usually a progression award), an NVQ, and Key Skills. Apprentices will develop knowledge and skills specific to their employer and the products/services they offer.
Within the industry there are opportunities for Apprentices to progress into customer services, team leader, operations manager, contact centre manager, alternatively other roles such as humans resources, marketing, quality control and training.
The Apprenticeship is achieved by completing the following City & Guilds qualifications:
NVQ level 2 in Contact Centre Operations
Key skills Communication level 1
Key skills Application of Number level 1
The Advanced Apprenticeship is achieved by completing the following City & Guilds qualifications:
NVQ level 3 in Contact Centre Operations
Key skills Communication level2
Key skills Application of Number level 2
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