ETCAL
Level 1
QN: 603/6291/1
Curriculum Active
ETCAL Level 1 Certificate in Digital Contact Centre Operations
Official qualification regulated by Ofqual, awarded by ETCAL. Classified as a Vocationally-Related Qualification. Total guided learning hours: 375 hours.
Qualification Level
Level 1
Awarding Body
ETCAL
Syllabus Units
16 Units
Guided Hours
375 hrs
Instant access to interactive lessons, quizzes, and spaced revision.
Course Syllabus & Study Modules
Complete breakdown of verified curriculum topics and learning objectives.
1
Basic use of digital devices / systems
Verified
Key Learning Objectives:
- Set up a digital device ready for use
- Know how to use applications stored on the device
- Know how to transfer data to and from the digital device
- Know how to maintain the performance of the digital device
2
Behaviours and Standards at Work
Verified
Key Learning Objectives:
- Understand the behaviours, attitudes and attributes required for employment
- Understand emotional and behavioural impact of self and others
- Be able to recognise areas for personal development
- Contribute towards team working, creating a positive working environment and delivering common goals
3
Digital presence, awareness and safety
Verified
Key Learning Objectives:
- Understand the importance of secure data access, maintenance and storage
- Know how to select and maintain appropriate security measures to safeguard devices and data
- Understand the threats to personal security when using the internet
- Demonstrate how to protect digital devices against threats to personal security
- Understand the consequences of sharing personal data in a digital environment
- Understand legal protections for personal data
4
Digital technology in the workplace
Verified
Key Learning Objectives:
- Understand the difference between technology and smart technology in the workplace
- Understand the methods for connecting technology in the workplace
- Know how to interact with digital devices within the workplace
- Understand how organisational policy and procedures affect the use of digital devices
5
Incoming Telephone Communication and Sales
Verified
Key Learning Objectives:
- Know how to receive incoming telephone contacts as a selling technique in a contact centre environment
- Understand how to use an incoming sales contact to secure a deal
- Know how to prepare for receiving an incoming telephone sales contact
- Know how to identify a customer’s requirements during an incoming telephone sales contact
6
Introduction to using E-mail
Verified
Key Learning Objectives:
- Understand how to select and use appropriate e-mail applications to compose, send, receive and manage messages
- Understand how to manage incoming e-mail communications
7
Introduction to using the Internet
Verified
Key Learning Objectives:
- Understand how to connect to the internet
- Understand how to use browser software to navigate the internet
- Know how to use browser tools to search for information from the internet
- Know how to use browser software to communicate information
- Understand the need for safety and security when working online
8
Introduction to using Word Processing software
Verified
Key Learning Objectives:
- Identify appropriate word processing applications
- Demonstrate how to input the required information into the document
- Know how to use word processing software tools to format and present documents
9
Outgoing Telephone Communication and Sales
Verified
Key Learning Objectives:
- Know how to make outgoing telephone contacts as a selling technique in a contact centre environment
- Understand how to use an outgoing sales contact to secure a deal
- Know how to prepare for making an outgoing telephone sales contact
- Know how to identify a customer’s requirements during an outgoing telephone sales contact
- Know how to use an outgoing sales telephone contact to present products and services to a customer
- Understand how to identify and deal with objections during an outgoing sales telephone contact
- Know how to use the outgoing sales telephone contact to close a sale
10
Portray a Customer-Friendly and Positive Attitude in a Contact Centre Environment
Verified
Key Learning Objectives:
- Understand what the right attitude is for customer service
- Know how to demonstrate positive behaviour to customers
- Understand how to portray a positive and friendly attitude with customers
11
Produce a CV
Verified
Key Learning Objectives:
- Know the type of information usually included in a CV
- Understand the importance of a reference
- Produce a CV
- Understand feedback on a CV
- Be able to update a CV to meet job requirements
12
Provide Contact Centre Customer Service
Verified
Key Learning Objectives:
- Know how to meet customer expectations in a contact centre environment
- Understand how to work to organisation and any relevant regulatory requirements during customer contact
- Know how to gain customer satisfaction information in a contact centre environment
- Understand why customer service is so important in a contact centre environment
13
Select and set up digital devices / systems
Verified
Key Learning Objectives:
- Understand the requirements and purpose of a digital device to achieve a task
- Identify basic hardware and/or accessories
- Understand how to maintain digital devices and re
- solve common issues
- Be able to organise, store, share and protect digital information
14
Succeed at an Interview
Verified
Key Learning Objectives:
- Know how to prepare for an interview
- Know how to conduct themselves in an appropriate manner during an interview
- Know how to review their interview performance
- Know how to evaluate an opportunity before making an informed decision
15
Supporting Customers by Working with Others in a Contact Centre
Verified
Key Learning Objectives:
- Know how to verify a customer’s identity in a contact centre environment
- Be able to communicate information about specified products and/or services in a contact centre
- Be able to hand over customer contacts to others in a contact centre
- Understand how support for customers in a contact centre is provided
16
Using a keyboard, pointing device or touchscreen
Verified
Key Learning Objectives:
- Understand methods of interacting with digital devices
- Know how to use a keyboard to enter and edit alphanumeric information accurately
- Understand the basic functions of a mo
Regulatory & Verification Details
- Qualification Number (QN)
- 603/6291/1
- Regulated Status
- Available to learners
- Awarding Body
- ETCAL
- Qualification Type
- Vocationally-Related Qualification
- Operational Start
- Aug 2020