Level 2 Certificate in Contact Centre Operations

Friday, 16 May 2025 01:08:54

International applicants and their qualifications are accepted

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Overview

Overview

The Level 2 Certificate in Contact Centre Operations is a qualification designed to provide individuals with the essential skills and knowledge needed to work effectively in a contact center environment. The course covers a range of topics related to customer service, communication, and operational processes within a contact center setting.

The Level 2 Certificate in Contact Centre Operations is a vocational qualification designed to provide individuals with the essential knowledge and skills to work effectively in a contact centre environment. This certificate focuses on developing the core competencies required to deliver excellent customer service and handle various customer interactions in a contact centre setting.

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

1. Introduction to Contact Centers: This module provides an overview of the contact center industry, its role in customer service, and the various types of contact centers. It covers the importance of delivering excellent customer service and the role of a contact center agent in achieving customer satisfaction.

2. Customer Service Skills: This module focuses on developing core customer service skills necessary for contact center operations. It covers effective communication techniques, active listening, empathy, problem-solving, and handling difficult customers.

3. Contact Center Systems and Technology: This module introduces learners to the different systems and technologies used in contact centers. It covers the basics of call handling systems, customer relationship management (CRM) software, and other tools for managing customer interactions.

4. Handling Inbound Calls: This module focuses on developing skills specific to handling inbound calls in a contact center. It covers call flow management, greeting customers, probing for information, providing accurate and relevant information, and resolving customer queries.

5. Handling Outbound Calls: This module explores the skills required for making outbound calls in a contact center setting. It covers making effective sales or service calls, following scripts and guidelines, building rapport with customers, and handling objections or rejections.

6. Data Protection and Confidentiality: This module addresses the importance of data protection and confidentiality in a contact center environment. It covers the legal and ethical responsibilities of handling customer data, ensuring compliance with data protection regulations, and maintaining customer privacy and confidentiality.

7. Teamwork and Collaboration: This module emphasizes the importance of teamwork and collaboration in a contact center. It covers effective communication within the team, supporting colleagues, and working together to achieve team and organizational goals.

8. Personal Development and Continuous Improvement: This module focuses on personal development and continuous improvement in a contact center role. It covers self-reflection, identifying areas for improvement, seeking feedback, and developing strategies for ongoing professional growth.

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

The Level 2 Certificate in Contact Centre Operations can open up various career opportunities in the contact centre industry. Here are some potential career paths that individuals with this qualification can pursue:

1. Contact Centre Agent/Representative: This is a common entry-level role in a contact centre. As a contact centre agent, you will handle customer inquiries, provide information, process orders, and assist customers with their concerns or issues.

2. Customer Service Representative: With the skills gained from the certificate, you can work in a customer service role across different industries. This may involve providing support, answering customer queries, and ensuring customer satisfaction.

3. Team Leader/Supervisor: With experience and further development, you can progress to a supervisory or team leader role. In this position, you will oversee a team of contact centre agents, provide guidance and support, and ensure smooth operations.

4. Contact Centre Trainer: If you have a passion for teaching and mentoring, you may consider a career as a contact centre trainer. In this role, you will be responsible for training new contact centre agents, delivering training programs, and assessing their performance.

5. Contact Centre Manager: With additional experience and qualifications, you can work your way up to a managerial position. As a contact centre manager, you will be responsible for overseeing the overall operations of the contact centre, managing a team of agents, implementing strategies to improve efficiency and customer service, and ensuring key performance indicators are met.

These are just a few examples of potential career paths. The contact centre industry offers a range of opportunities for growth and advancement, allowing individuals to develop their skills and progress in their careers.

Key facts about Level 2 Certificate in Contact Centre Operations

Key Facts about the "Level 2 Certificate in Contact Centre Operations":
- This certificate program provides essential training for individuals seeking to excel in the contact centre industry.
- Students learn essential skills like effective communication, customer service, problem-solving, and conflict resolution.
- The course covers topics such as call handling techniques, data management, and using technology in a contact centre environment.
- Graduates of this program are equipped with the knowledge and skills to handle customer inquiries, resolve issues, and provide exceptional service.
- Successful completion of the certificate opens up opportunities in various sectors, including customer support, telemarketing, and helpdesk operations.
- This course offers a practical and industry-relevant curriculum to ensure learners are well-prepared for a career in contact centre operations.
- Enhance your employability and join a rapidly growing industry by obtaining a Level 2 Certificate in Contact Centre Operations.

Why this course?

The "Level 2 Certificate in Contact Centre Operations" is essential for individuals looking to excel in the dynamic contact centre industry. This course equips students with crucial skills like effective communication, customer service, and problem-solving. By completing this certificate, you gain expertise in call handling techniques, data management, and utilizing technology in a contact centre environment. This program opens doors to exciting opportunities in customer support, telemarketing, and helpdesk operations. Boost your employability with a Level 2 Certificate in Contact Centre Operations, and embark on a rewarding career in this rapidly expanding industry. Enroll now for comprehensive training and a competitive edge in the job market.

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