iCQ
Level 3
QN: 600/8065/6
Curriculum Active
iCQ Level 3 Certificate in Contact Centre Operations (RQF)
Official qualification regulated by Ofqual, awarded by iCQ. Classified as a Occupational Qualification. Total guided learning hours: 301 hours.
Qualification Level
Level 3
Awarding Body
iCQ
Syllabus Units
14 Units
Guided Hours
301 hrs
Instant access to interactive lessons, quizzes, and spaced revision.
Course Syllabus & Study Modules
Complete breakdown of verified curriculum topics and learning objectives.
1
Principles and processes of health and safety in a contact centre
Verified
Key Learning Objectives:
- Understand health and safety risk assessment in a contact centre
- Understand compliance monitoring of health and safety requirements in a contact centre
- Understand the principles of health and safety in a contact centre
2
Principles and processes of systems and technology in a contact centre
Verified
Key Learning Objectives:
- Understand how to design reports in a contact centre
- Understand how to optimise performance in a contact centre through systems and technology
- Understand the use of contact centre systems and technology
3
Principles of communication and customer service in a contact centre
Verified
Key Learning Objectives:
- Know the rules of communication and customer service in a contact centre
- Understand how to deliver customer service through a contact centre
- Know how to communicate with internal or external customers in written or electronic form in a contact centre
4
Principles of customer service in a contact centre
Verified
Key Learning Objectives:
- Understand customer service in a contact centre
- Understand how to re
- solve issues in customer service in a contact centre
- Understand how to monitor customer service performance and compliance within a contact centre
- Understand how to communicate verbally and in written or electronic form with customers referred by others in a contact centre
5
Principles of handling incidents through a contact centre
Verified
Key Learning Objectives:
- Know the standards and procedures for dealing with incidents through a contact centre
- Understand how to use contact centre communications systems to deploy incident management resources
- Understand how to deal with incidents reported to a contact centre
6
Principles of incident management through a contact centre
Verified
Key Learning Objectives:
- Understand incident management through a contact centre
- Understand the use of incident management data
7
Principles of legal, regulatory and ethical requirements of a contact centre
Verified
Key Learning Objectives:
- Understand an organisation’s procedures for dealing with legal, regulatory and ethical requirements in a contact centre
- Understand the legal, regulatory and ethical limits of contact centre work
8
Principles of performance management in a contact centre
Verified
Key Learning Objectives:
- Understand how to improve the performance of individuals and teams in a contact centre
- Understand performance management in a contact centre
9
Principles of personal and organisational effectiveness in a contact centre
Verified
Key Learning Objectives:
- Understand how to use feedback on performance in a contact centre
- Understand how to improve personal and organisational performance in a contact centre
10
Principles of personal responsibilities and how to develop and evaluate own performance at work
Verified
Key Learning Objectives:
- Understand the employment rights and responsibilities of the employee and employer and their purpose
- Understand the purpose of health, safety and security procedures in a business environment
- Understand how to manage own work
- Understand how to evaluate and improve own performance in a business environment
- Understand the types of problems that may occur with own work and how to deal with them
- Understand the decision making process
11
Principles of resource planning in a contact centre
Verified
Key Learning Objectives:
- Understand demand forecasting for contacts handled by contact centres
- Understand scheduling and staffing activities in a contact centre
12
Principles of sales activities and customer support in a contact centre
Verified
Key Learning Objectives:
- Understand the process of selling in a contact centre
- Understand the use of contact centre sales data
- Understand how to lead a sales team in a contact centre
- Understand customer complaints and non-compliance issues in a contact centre
13
Principles of selling in a contact centre
Verified
Key Learning Objectives:
- Know the process of selling in a contact centre
- Understand the use of information for sales activities in a contact centre
- Understand how to make sales through a contact centre
14
Principles of using systems and technology in a contact centre
Verified
Key Learning Objectives:
- Know how to use features of systems and technology to handle customer contacts in a contact centre
- Understand contact centre systems and technology
Regulatory & Verification Details
- Qualification Number (QN)
- 600/8065/6
- Regulated Status
- Available to learners
- Awarding Body
- iCQ
- Qualification Type
- Occupational Qualification
- Operational Start
- Feb 2013