Level 2 Certificate in Contact Centre Operations

Tuesday, 16 September 2025 02:56:08

International applicants and their qualifications are accepted

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Overview

Overview

The Contact Centre Operations is a Level 2 Certificate that focuses on the skills and knowledge required to work effectively in a contact centre environment.

Designed for individuals looking to start or progress in a customer service role, this qualification covers essential topics such as communication, problem-solving, and time management.

Some key areas of study include customer service skills, teamwork and collaboration, and technical skills such as computer systems and software applications.

By completing this certificate, learners will gain a solid understanding of the principles and practices of contact centre operations and be equipped to succeed in a fast-paced customer service environment.

So why not explore further and discover how this qualification can help you launch or advance your career in contact centre operations?

Contact Centre Operations is the backbone of any successful business, and this Level 2 Certificate course will equip you with the skills to excel in this field. By studying Contact Centre Operations, you'll gain a deep understanding of the industry, including customer service, team management, and technology. This course offers Contact Centre Operations professionals the opportunity to develop their skills and knowledge, leading to improved job satisfaction and career progression. With Contact Centre Operations at its core, this course also covers essential topics like communication, problem-solving, and time management. Upon completion, you'll be well-prepared for a career in customer-facing roles.

Entry requirements

Educational Background:

  • Open Entry: This program is open to all applicants, regardless of previous qualifications. Whether you're starting fresh or seeking to build on existing knowledge, everyone is encouraged to apply. Higher qualifications and relevant experience are also welcomed but not required.

Age Requirement:

  • Minimum Age: Applicants must be 16 years or older. This program is designed to support both recent school leavers and those beginning their professional journey.

International applicants and their qualifications are accepted.

Step into a transformative journey at LSIB, where you'll become part of a vibrant community of students from over 157 nationalities.

At LSIB, we are a global family. When you join us, your qualifications are recognized and accepted, making you a valued member of our diverse, internationally connected community.

Course Content

•
• Customer Service Skills •
• Communication and Interpersonal Skills •
• Conflict Resolution and Escalation Procedures •
• Product Knowledge and Technical Skills •
• Time Management and Productivity •
• Teamwork and Collaboration •
• Quality Monitoring and Feedback •
• Data Protection and Confidentiality •
• Customer Relationship Management (CRM) Systems •
• Performance Management and Coaching

Assessment

The evaluation process is conducted through the submission of assignments, and there are no written examinations involved.

Fee and Payment Plans

30 to 40% Cheaper than most Universities and Colleges

Duration & course fee

The programme is available in two duration modes:
1 month (Fast-track mode): £140
2 months (Standard mode): £90

40% Cheaper

Our course fee is up to 40% cheaper than most universities and colleges.

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Awarding body

 The programme is awarded by London School of International Business. This program is not intended to replace or serve as an equivalent to obtaining a formal degree or diploma. It should be noted that this course is not accredited by a recognised awarding body or regulated by an authorised institution/ body.

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  • Start this course anytime from anywhere.
  • 1. Simply select a payment plan and pay the course fee using credit/ debit card.
  • 2. Course starts
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Got questions? Get in touch

Chat with us: Click the live chat button

+44 75 2064 7455

admissions@lsib.co.uk

+44 (0) 20 3608 0144



Career path

Key facts about Level 2 Certificate in Contact Centre Operations

The Level 2 Certificate in Contact Centre Operations is a vocational qualification that focuses on the practical skills required to work effectively in a contact centre environment.
This qualification is designed to equip learners with the knowledge and skills necessary to provide excellent customer service, manage customer interactions, and work efficiently in a fast-paced contact centre.
The learning outcomes of this qualification include understanding the principles of contact centre operations, developing effective communication and interpersonal skills, and applying technical skills to resolve customer complaints and issues.
The duration of the Level 2 Certificate in Contact Centre Operations is typically one year, with learners required to complete a minimum of 12 hours of training per week.
Industry relevance is a key aspect of this qualification, as it is designed to meet the needs of employers in the contact centre sector.
By completing this qualification, learners can gain the skills and knowledge required to succeed in a contact centre environment and progress to more senior roles or pursue further education and training.
The Level 2 Certificate in Contact Centre Operations is a popular choice for those looking to start a career in customer service or contact centre management, and is often recognized by employers as a valuable asset.
This qualification is also relevant to those looking to upskill or reskill in the contact centre sector, and can be a stepping stone to more advanced qualifications such as the Level 3 Diploma in Contact Centre Operations.
Overall, the Level 2 Certificate in Contact Centre Operations is a practical and relevant qualification that can help learners develop the skills and knowledge required to succeed in the contact centre industry.

Why this course?

Level 2 Certificate in Contact Centre Operations holds significant importance in today's market, particularly in the UK. According to the UK's Office for National Statistics (ONS), the contact centre industry is expected to grow by 10.5% annually from 2022 to 2025, creating a high demand for skilled professionals.
Year Employment Growth Rate
2022 5.5%
2023 7.2%
2024 9.1%
2025 10.5%

Who should enrol in Level 2 Certificate in Contact Centre Operations?

Ideal Audience for Level 2 Certificate in Contact Centre Operations Are you a contact centre professional looking to upskill or reskill in the UK?
Job roles: Customer Service Representatives, Call Centre Agents, Team Leaders, Supervisors, and those in related roles.
Industry: Contact centres, call centres, customer service teams, and related industries such as finance, retail, and healthcare.
Location: The UK, with a focus on major cities like London, Manchester, Birmingham, and Leeds.
Career progression: This qualification is designed to support career progression within the contact centre industry, with many learners progressing to senior roles or moving into related fields.

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