Certificate in Level 2 Contact Centre Service Level Agreement

Saturday, 14 February 2026 03:50:15

International applicants and their qualifications are accepted

Start Now     Viewbook

Overview

Overview

Service Level Agreement (SLA) is at the heart of this Certificate in Level 2 Contact Centre.

Designed for those working in contact centres, this qualification focuses on the skills and knowledge required to deliver high-quality customer service.

By studying for this Certificate, learners will gain a deeper understanding of the importance of meeting service level targets and how to achieve them.

Key concepts include: customer service standards, service level agreements, and performance metrics.

Developing effective communication and problem-solving skills is also a key part of this qualification.

By the end of the course, learners will be able to:

Assess and improve their own performance against service level targets

Develop strategies to meet and exceed customer expectations

Work effectively in a team to achieve service level goals

Take the first step towards a career in contact centre management by exploring this Certificate in Level 2 Contact Centre Service Level Agreement today.

Contact Centre Service Level Agreement is a comprehensive course that equips learners with the essential skills to manage and maintain high levels of customer satisfaction in a contact centre environment. By completing this Contact Centre Service Level Agreement course, learners will gain a deep understanding of the key principles and best practices that underpin a successful service level agreement. The course highlights the importance of effective communication, problem-solving, and time management in delivering exceptional customer service. With this Contact Centre Service Level Agreement certification, learners can expect to enhance their career prospects in the contact centre industry, with opportunities to progress into senior roles or specialise in a particular area.

Entry requirements

The program operates on an open enrollment basis, and there are no specific entry requirements. Individuals with a genuine interest in the subject matter are welcome to participate.

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

•
Service Level Management •
Contact Centre Performance Metrics •
Key Performance Indicators (KPIs) •
Service Level Agreement (SLA) Framework •
Service Level Targets and Benchmarks •
Contact Centre Service Level Monitoring •
Escalation Procedures and Escalation Times •
First Call Resolution (FCR) and Abandon Rate •
Customer Satisfaction (CSAT) and Net Promoter Score (NPS) •
Service Level Reporting and Analysis

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.

Start Now

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.

Start Now

  • Start this course anytime from anywhere.
  • 1. Simply select a payment plan and pay the course fee using credit/ debit card.
  • 2. Course starts
  • Start Now
    •

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 Certificate in Level 2 Contact Centre Service Level Agreement

The Certificate in Level 2 Contact Centre Service Level Agreement is a vocational qualification designed to equip learners with the skills and knowledge required to work in a contact centre environment, focusing on service level agreements. This qualification is offered by various awarding bodies, such as City & Guilds, and is typically taken by individuals who want to develop their skills in customer service, communication, and problem-solving.
The learning outcomes of this qualification include understanding service level agreements, managing customer expectations, and providing excellent customer service.
Learners will also develop skills in communication, teamwork, and time management, which are essential for success in a contact centre environment.
The duration of this qualification varies depending on the awarding body and the learner's prior experience, but it is typically completed within 12-18 months.
Upon completion, learners can progress to more senior roles in the contact centre industry or pursue further education and training in related fields.
The Certificate in Level 2 Contact Centre Service Level Agreement is highly relevant to the contact centre industry, as it addresses the specific needs of service level agreements and customer service.
This qualification is also relevant to other industries that require excellent customer service, such as retail, finance, and healthcare.
By achieving this qualification, learners can demonstrate their commitment to providing high-quality customer service and enhance their employability in the job market.
The Certificate in Level 2 Contact Centre Service Level Agreement is a valuable investment for individuals who want to develop their skills in customer service and communication, and it is recognized by employers across various industries.

Why this course?

Certificate in Level 2 Contact Centre Service Level Agreement holds significant importance in today's market, particularly in the UK. According to the UK's Office for National Statistics, the contact centre industry employs over 1.3 million people, generating £24.8 billion in revenue (2020 data). The Certificate in Level 2 Contact Centre Service Level Agreement is a crucial qualification for professionals working in this sector, as it equips them with the necessary skills to manage and improve service levels.
Service Level Percentage
First Contact Resolution (FCR) 85.6%
First Call Resolution (FCR) 73.4%
Customer Satisfaction (CSAT) 85.1%

Who should enrol in Certificate in Level 2 Contact Centre Service Level Agreement ?

Ideal Audience for Certificate in Level 2 Contact Centre Service Level Agreement Individuals working in contact centres across the UK, particularly those in customer service, call centre, and IT roles, are the primary target audience for this certificate.
Key Characteristics: Prospective learners should possess basic IT skills, be able to work in a team environment, and have excellent communication and problem-solving abilities.
Industry Insights: In the UK, the contact centre industry is a significant contributor to the economy, with over 1.3 million people employed in this sector (Source: Office for National Statistics). This certificate can help learners enhance their skills and advance their careers in this field.
Learning Objectives: Upon completing this certificate, learners will be able to understand the principles of service level agreements, manage customer expectations, and maintain accurate records.