Highfield
Level 1
QN: 601/4784/2
Curriculum Active
Highfield Level 1 NVQ Award in Contact Centre Operations (RQF)
Official qualification regulated by Ofqual, awarded by Highfield. Classified as a Occupational Qualification. Total guided learning hours: 369 hours.
Qualification Level
Level 1
Awarding Body
Highfield
Syllabus Units
19 Units
Guided Hours
369 hrs
Instant access to interactive lessons, quizzes, and spaced revision.
Course Syllabus & Study Modules
Complete breakdown of verified curriculum topics and learning objectives.
1
Bespoke Software
Verified
Key Learning Objectives:
- organise and combine information using bespoke software
- Use tools and techniques to edit, process, format and present information
2
Communicate information to customers through a contact centre
Verified
Key Learning Objectives:
- Be able to talk to customers on a familiar subject in a contact centre
- Be able to communicate in writing on a familiar subject in a contact centre
- Understand how to communicate with customers in a contact centre
3
Communicate using customer service language
Verified
Key Learning Objectives:
- identify customers and their characteristics and expectations
- identify their organisation’s services and products
- know how to communicate using customer service language
4
Comply with health and safety procedures in a contact centre
Verified
Key Learning Objectives:
- Be able to comply with organisational health and safety procedures in a contact centre
- Be able to minimise health and safety risks relating to the job role in a contact centre
- Understand the principles of health and safety in a contact centre
5
Contribute to customer service in a contact centre
Verified
Key Learning Objectives:
- Be able to meet customer expectations in a contact centre
- Be able to meet organisational and regulatory requirements during customer contact
- Be able to gather specified customer satisfaction information in a contact centre
- Understand the purpose of customer service in a contact centre
6
Contribute to sales activities in a contact centre
Verified
Key Learning Objectives:
- Be able to gather and use specified sales information in a contact centre
- Be able to make direct sales to customers through a contact centre
- Understand sales activities in a contact centre
7
Develop your own customer service skills through self-study
Verified
Key Learning Objectives:
- find ways to learn more about customer service and their job
- use sources of self-development to extend their customer service skills and knowledge
- know how to develop their own customer service skills through self-study
8
Improve personal effectiveness at work in a contact centre
Verified
Key Learning Objectives:
- Be able to assess personal effectiveness in a contact centre
- Be able to carry out development activities to improve personal effectiveness in a contact centre
- Be able to work with others in a contact centre team to improve personal performance
- Understand how to improve personal effectiveness in a contact centre
9
IT Communication Fundamentals
Verified
Key Learning Objectives:
- Use a variety of sources of information to meet needs, Access, search for
- select and use Internet-based information and assess its fitness for purpose
- Select and use IT to communicate and exchange information
10
Maintain a positive and customer-friendly attitude
Verified
Key Learning Objectives:
- show the right attitude for customer service, show appropriate and positive behaviours to customers
- know how to maintain a positive and customer-friendly attitude
11
Recognise and deal with customer queries, requests and problems
Verified
Key Learning Objectives:
- recognise and deal with customer queries and requests
- recognise and deal with customer problems
- know how to recognise and deal with customer queries, requests and problems
12
Selling by telephone - inbound
Verified
Key Learning Objectives:
- Understand how to sell by telephone (inbound)
- Understand how to close the sale during inbound telephone sales calls
- Be able to prepare for the inbound telephone sales call
- Be able to identify customer needs during inbound telephone sales calls
- Be able to present products and/or services to the customer during inbound telephone sales calls
- Be able to deal with sales objections during inbound telephone sales calls
- Be able to close the sale during inbound telephone sales calls
13
Selling by telephone - outbound
Verified
Key Learning Objectives:
- Understand how to sell by telephone (outbound)
- Understand how to close the sale during outbound telephone sales calls
- Be able to prepare for the inbound telephone sales call
- Be able to identify customer needs during outbound telephone sales calls
- Be able to present products and/or services to the customer during outbound telephone sales calls
- Be able to deal with sales objections during outbound telephone sales calls
- Be able to close the sale during outbound telephone sales calls
14
Take details of customer service problems
Verified
Key Learning Objectives:
- respond to customers who raise a problem, gather details from customers who raise a problem, pass details of problems raised by customers to the colleague who can deal with them
- know how to take details of customer service problems
15
Use specific features of contact centre systems and technology
Verified
Key Learning Objectives:
- Be able to use contact centre systems and technology to carry out customer contact tasks
- Understand contact centre systems and technology
16
Using Collaborative Technologies
Verified
Key Learning Objectives:
- Stay safe and secure when using collaborative technology, Set up and access IT tools and devices for collaborative working
- Prepare collaborative technologies for use
- Contribute to tasks using collaborative technologies
17
Using Email
Verified
Key Learning Objectives:
- Use e-mail software tools and techniques to compose and send messages
- Manage incoming email effectively
18
Using the Internet
Verified
Key Learning Objectives:
- Connect to the internet
- Use browser software to navigate web pages
- Use browser tools to search for information from the internet
- Use browser software to communicate information online
- Follow and understand the need for safety and security practices when working online
19
Work with others to support customers in a contact centre
Verified
Key Learning Objectives:
- Be able to establish and validate customers’ identities in a contact centre
- 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
Regulatory & Verification Details
- Qualification Number (QN)
- 601/4784/2
- Regulated Status
- Available to learners
- Awarding Body
- Highfield
- Qualification Type
- Occupational Qualification
- Operational Start
- Nov 2014