iCQ
Level 3
QN: 600/8004/8
Curriculum Active
iCQ Level 3 NVQ Diploma in Contact Centre Operations (RQF)
Official qualification regulated by Ofqual, awarded by iCQ. Classified as a Occupational Qualification. Total guided learning hours: 1336 hours.
Qualification Level
Level 3
Awarding Body
iCQ
Syllabus Units
49 Units
Guided Hours
1336 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 software
- Create and modify appropriate structures to organise and retrieve information efficiently, Exploit 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
Build a customer service knowledge set
Verified
Key Learning Objectives:
- input details of customer queries and requests and develop responses
- use a customer service knowledge base
- understand how to build a customer service knowledge set
4
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
5
Champion customer service
Verified
Key Learning Objectives:
- promote the importance and benefits of customer service, provide advice and information on customer service issues
- know how to champion customer service
6
Communicate information to customers through a contact centre
Verified
Key Learning Objectives:
- Be able to communicate verbally with customers referred by others in a contact centre
- Be able to communicate in writing with customers referred by others in a contact centre
- Be able to support colleagues and monitor compliance with organisational communications guidelines in a contact centre
- Understand the principles of communication with customers in a contact centre
7
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
8
Contribute to performance management in a contact centre
Verified
Key Learning Objectives:
- Be able to monitor individual and team performance in a contact centre
- Be able to contribute to the enhancement of performance in a contact centre
- Understand performance management in a contact centre
9
Contribute to resource plan development in contact centre operations
Verified
Key Learning Objectives:
- Be able to produce demand forecasts for contacts handled by contact centres
- Be able to carry out scheduling and staffing activities in a contact centre
- Understand how to develop a resource plan for contact centre operations
10
Contributing to the development and launch of new products and/or services
Verified
Key Learning Objectives:
- Understand the product development process
- Be able to contribute to the product and/or service development and launch process
11
Coordinate customer communication processes in a contact centre
Verified
Key Learning Objectives:
- Be able to develop customer communication policies in a contact centre
- Be able to support the development of customer service procedures and guidelines for use by front line colleagues in a contact centre
- Be able to enhance customer service through effective customer communication in a contact centre
- Understand the principles of managing communication with customers in a contact centre
12
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
13
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
14
Develop personal and organisational effectiveness in a contact centre
Verified
Key Learning Objectives:
- Be able to improve performance in a contact centre
- Be able to obtain feedback on work performance in a contact centre
- Be able to use feedback to improve personal and organisational effectiveness in a contact centre
- Understand the principles underpinning personal and organisational effectiveness in a contact centre
15
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.
16
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
17
Gather, analyse and interpret customer feedback
Verified
Key Learning Objectives:
- plan to gather customer feedback, gather customer feedback
- analyse and interpret customer feedback
- understand how to gather
18
Handle referred customer complaints
Verified
Key Learning Objectives:
- investigate referred customer complaints, take action to deal with referred customer complaints
- identify repeated customer complaints and recommend changes to policies and procedures
- understand how to handle referred customer complaints
19
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
20
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
21
Lead a team to improve customer service
Verified
Key Learning Objectives:
- plan and organise the work of a team, provide support for team members
- review performance of team members
- understand how to lead a team to improve customer service
22
Lead and manage meetings
Verified
Key Learning Objectives:
- Be able to prepare to lead a meeting.
- Be able to manage meeting procedures.
- Be able to chair a meeting.
- Be able to undertake post-meeting tasks.
23
Lead direct sales activities in a contact centre team
Verified
Key Learning Objectives:
- Be able to carry out sales activities in a contact centre
- Be able to analyse contact centre sales data
- Be able to lead a team involved in direct sales activities in a contact centre
- Understand sales activities in a contact centre team
24
Leading a sales or marketing team
Verified
Key Learning Objectives:
- Be able to set targets for the sales or marketing team
- Be able to support the motivation of the sales or marketing team
- Be able to monitor and evaluate the progress of the sales or marketing team
25
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
26
Maintain customer support operations in a contact centre
Verified
Key Learning Objectives:
- Be able to review customer contact activities in a contact centre
- Be able to deal with customer complaints about customer contacts and/or products and/or services
- Be able to ensure compliance with organisational and regulatory requirements in a contact centre
- Understand the management of customer support in a contact centre
27
Manage conflict in a team
Verified
Key Learning Objectives:
- Be able to support team members’ understanding of their role and position within a team.
- Be able to take measures to minimise conflict within a team.
- Be able to understand how to encourage team members to re
- solve their own conflicts.
- Be able to understand legal and organisational requirements concerning conflict.
28
Manage customer service delivery in a contact centre
Verified
Key Learning Objectives:
- Be able to manage escalation processes for difficult customer service issues in a contact centre
- Be able to manage the monitoring of customer service performance and feedback in a contact centre
- Be able to review organisational and regulatory requirements for customer service delivery in a contact centre
- Understand the management of customer service in contact centres
29
Manage customer service in own area of responsibility
Verified
Key Learning Objectives:
- Be able to establish and communicate measurable customer service standards for own area of responsibility.
- Be able to support staff in meeting customer service standards.
- Be able to monitor and evaluate customer service performance, systems and processes.
30
Manage direct sales activities in a contact centre
Verified
Key Learning Objectives:
- Be able to review the use of sales information and sales techniques in a contact centre
- Be able to develop plans for direct sales in a contact centre
- Be able to develop individual and team sales performance in a contact centre
- Understand the management of sales activities in a contact centre
31
Manage incidents referred to a contact centre
Verified
Key Learning Objectives:
- Be able to manage incidents through a contact centre
- Be able to provide support to colleagues on incident management in a contact centre
- Understand how to manage incidents reported to a contact centre
32
Manage or support equality of opportunity, diversity and inclusion in own area of responsibility
Verified
Key Learning Objectives:
- Understand own responsibilities under equality legislation, relevant codes of practice and own organisational policies.
- Be able to communicate an organisation’s written equality, diversity and inclusion policy and procedures in own area of responsibility.
- Be able to monitor equality, diversity and inclusion within own area of responsibility.
33
Manage own professional development within an organisation
Verified
Key Learning Objectives:
- Be able to assess own career goals and personal development.
- Be able to set personal work objectives.
- Be able to produce a personal development plan.
- Be able to implement and monitor own personal development plan.
34
Monitor health and safety procedures in a contact centre
Verified
Key Learning Objectives:
- Be able to assess health and safety risks in a contact centre
- Be able to monitor compliance with health and safety procedures in a contact centre
- Be able to provide guidance on health and safety matters in a contact centre
- Understand the principles underpinning health and safety in their area of work in a contact centre
35
Monitor the quality of customer service transactions
Verified
Key Learning Objectives:
- prepare to monitor the quality of customer service transactions
- monitor the quality of customer service transactions, give feedback on the quality of customer service transactions
- understand how to monitor the quality of customer service transactions
36
Negotiating, handling objections and closing sales
Verified
Key Learning Objectives:
- Understand how to handle objections and negotiate with the customer
- Be able to prepare for objections and negotiation with the customer
- Be able to handle objections
- Be able to negotiate with the customer
- Be able to close the sale following negotiation
37
Organise the delivery of reliable customer service
Verified
Key Learning Objectives:
- plan and organise the delivery of reliable customer service
- review and maintain customer service delivery
- use recording systems to maintain reliable customer service
- understand how to organise the delivery of reliable customer service
38
Plan, allocate and monitor work of a team
Verified
Key Learning Objectives:
- Be able to plan work for a team.
- Be able to allocate work across a team.
- Be able to manage team members to achieve team objectives.
- Be able to monitor and evaluate the performance of team members.
- Be able to improve the performance of a team.
39
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
40
Set objectives and provide support for team members
Verified
Key Learning Objectives:
- Be able to communicate a team’s purpose and objectives to the team members.
- Be able to develop a plan with team members showing how team objectives will be met.
- Be able to support team members identifying opportunities and providing support.
- Be able to monitor and evaluate progress and recognise individual and team achievement.
41
Supervise customer service activities in a contact centre team
Verified
Key Learning Objectives:
- Be able to re
- solve difficulties in customer service in a contact centre
- Be able to monitor customer service performance and compliance with contact centre organisational and regulatory requirements
- Understand customer service activities in contact centres
42
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
43
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
44
Support team members in identifying, developing and implementing new ideas
Verified
Key Learning Objectives:
- Be able to develop team ideas and develop the creativity of team members
- Be able to assess the viability of team members’ ideas.
- Be able to support team members to implement ideas.
- Be able to implement team ideas.
45
Support team use of contact centre systems and technology
Verified
Key Learning Objectives:
- Be able to provide guidance to colleagues on contact centre systems and technology
- Be able to produce new reports in a contact centre
- Be able to adjust system parameters to optimise performance in a contact centre
- Be able to report on potential system enhancements in a contact centre
- Understand the use of systems and technology to support contact centre operations
46
Using Collaborative Technologies
Verified
Key Learning Objectives:
- Stay safe and secure when working with collaborative technology
- Plan and set up IT tools and devices for collaborative working
- Prepare collaborative technologies for use
- Contribute to tasks using collaborative technologies
47
Using Email
Verified
Key Learning Objectives:
- Use e-mail software tools and techniques to compose and send messages
- Manage incoming e-mail effectively
48
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
49
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)
- 600/8004/8
- Regulated Status
- Available to learners
- Awarding Body
- iCQ
- Qualification Type
- Occupational Qualification
- Operational Start
- Feb 2013