iCQ
Level 2
QN: 600/8132/6
Curriculum Active
iCQ Level 2 NVQ Certificate in Contact Centre Operations (RQF)
Official qualification regulated by Ofqual, awarded by iCQ. Classified as a Occupational Qualification. Total guided learning hours: 972 hours.
Qualification Level
Level 2
Awarding Body
iCQ
Syllabus Units
38 Units
Guided Hours
972 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:
- Input and combine information using bespoke applications
- Use appropriate structures to organise and retrieve information efficiently
- Use the functions of the software effectively to process and present information
2
Buddy a colleague to develop their customer service skills
Verified
Key Learning Objectives:
- plan and prepare to buddy a colleague
- support their buddy colleague on the job, provide buddy support off the job
- understand how to buddy a colleague to develop their customer service skills
3
Carry out direct sales activities in a contact centre
Verified
Key Learning Objectives:
- Be able to gather information needed for direct sales activities in a contact centre
- Be able to carry out direct sales to customers through a contact centre
- Be able to keep direct sales records within a contact centre
- Be able to comply with regulations and legislation during direct sales in a contact centre
- Understand how to conduct sales activities in a contact centre
4
Communicate information to customers in different but familiar contexts through a contact centre
Verified
Key Learning Objectives:
- Be able to talk to customers on familiar subjects in a contact centre
- Be able to communicate in writing on familiar subjects in a contact centre
- Understand the requirements of customer communication in a contact centre
5
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
6
Deal with customers using bespoke software
Verified
Key Learning Objectives:
- prepare to deliver customer service using bespoke software, deliver customer service using bespoke software
- understand how to deal with customers using bespoke software
7
Deal with incidents through a contact centre
Verified
Key Learning Objectives:
- Be able to deal with incidents through a contact centre
- Be able to use contact centre communications systems to deploy incident management resources
- Understand how to deal with incidents in a contact centre
8
Deal with incoming telephone calls from customers
Verified
Key Learning Objectives:
- use communication systems effectively
- establish rapport with customers who are calling, deal effectively with customer questions and requests
- know how to deal with incoming telephone calls from customers
9
Deliver customer service through a contact centre
Verified
Key Learning Objectives:
- Be able to establish rapport with customers in a contact centre
- Be able to support customer service delivery through a contact centre
- Be able to deliver customer service in a contact centre
- Understand customer service in contact centres
10
Deliver customer service to difficult customers
Verified
Key Learning Objectives:
- recognise when customers may be difficult to deal with, deal with difficult customers
- understand how to deliver customer service to difficult customers
11
Develop working relationships with colleagues
Verified
Key Learning Objectives:
- Understand the benefits of working with colleagues.
- Be able to establish working relationships with colleagues.
- Be able to act in a professional and respectful manner when working with colleagues.
- Be able to communicate with colleagues.
- Be able to identify potential work-related difficulties and explore solutions.
12
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
13
Follow the rules to deliver customer service
Verified
Key Learning Objectives:
- Follow their organisation’s customer service practices and procedures
- know how to follow the rules to deliver customer service
14
Give customers a positive impression of yourself and your organisation.
Verified
Key Learning Objectives:
- establish rapport with customers
- respond appropriately to customers
- communicate information to customers
- understand how to give customers a positive impression of themselves and the organisation
15
Handling objections and closing sales
Verified
Key Learning Objectives:
- Understand how to handle sales objections
- Understand how to close the sale
- Be able to handle objections
- Be able to close the sale
16
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
17
Inputting and accessing sales or marketing data in information systems
Verified
Key Learning Objectives:
- Understand how to input and access sales or marketing data in information systems
- Understand the use of sales or marketing information sources and systems
- Be able to input and use databases to support sales or marketing activities
18
IT Communication Fundamentals
Verified
Key Learning Objectives:
- Select and use a variety of sources of information to meet needs, Access, search for
- select and use Internet-based information and evaluate its fitness for purpose
- Select and use IT to communicate and exchange information safely, responsibly and effectively
19
Maintain customer service through effective handover
Verified
Key Learning Objectives:
- agree joint responsibilities in a customer service team, check that customer service actions are seen through by working together with colleagues
- understand how to maintain customer service through effective handover
20
Process customer service complaints
Verified
Key Learning Objectives:
- recognise the signs that a query or problem is about to produce a complaint, deal with a complaint effectively
- understand how to process customer service complaints
21
Process information about customers
Verified
Key Learning Objectives:
- collect information about customers
- select and retrieve information about customers, supply information about customers
- understand how to process customer service information
22
Promote additional services or products to customers
Verified
Key Learning Objectives:
- identify additional services or products that are available, inform customers about additional services or products, gain customer commitment to using additional services or products
- understand how to promote additional services or products to customers
23
Provide support through a contact centre for specified products and/or services
Verified
Key Learning Objectives:
- Be able to establish and validate customers’ identity in a contact centre
- Be able to support customer needs for information and decisions about a range of products and/or services in a contact centre
- Understand how to support customers in a contact centre
24
Resolve customer service problems
Verified
Key Learning Objectives:
- spot customer service problems, pick the best solution to re
- solve customer service problems, take action to re
- solve customer service problems
- know how to re
25
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
26
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
27
Support customers and colleagues when providing contact centre services
Verified
Key Learning Objectives:
- Be able to communicate information about products and/or services to customers in a contact centre
- Be able to monitor compliance with organisational requirements for customer contacts
- Be able to provide advice and support to colleagues in a contact centre
- Understand how to support colleagues and customers in a contact centre
28
Support customers using on-line customer services
Verified
Key Learning Objectives:
- establish the type and level of support their customer needs to achieve on-line customer service
- support on-line customer service in conversation with their customer
- understand how to support customers using on-line services
29
Time planning in sales
Verified
Key Learning Objectives:
- Understand how to manage and prioritise time in a sales role
- Be able to plan own time in a sales role
- Be able to evaluate time planning in a sales role
30
Use systems and technology during customer contact in a contact centre
Verified
Key Learning Objectives:
- Be able to use features of systems and technology to handle customer contacts in a contact centre
- Be able to report on customer and contact handling information using pre-defined formats
- Understand the uses of contact centre systems and technology
31
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
32
Using Email
Verified
Key Learning Objectives:
- Use e-mail software tools and techniques to compose and send messages
- Manage incoming email effectively
33
Using the Internet
Verified
Key Learning Objectives:
- Connect to the Internet
- Use browser software to navigate webpages effectively
- Use browser tools to search for information from the Internet
- Use browser software to communicate information online
- Understand the need for safety and security practices when working online
34
Work with others to improve customer service
Verified
Key Learning Objectives:
- improve customer service by working with others
- monitor their own performance when improving customer service
- monitor team performance when improving customer service
- understand how to work with others to improve customer service
Regulatory & Verification Details
- Qualification Number (QN)
- 600/8132/6
- Regulated Status
- Available to learners
- Awarding Body
- iCQ
- Qualification Type
- Occupational Qualification
- Operational Start
- Mar 2013