NCFE
Level 2
QN: 600/1292/4
Curriculum Active
NCFE Level 2 Certificate in Contact Centre Operations
Official qualification regulated by Ofqual, awarded by NCFE. Classified as a Vocationally-Related Qualification. Total guided learning hours: 210 hours.
Qualification Level
Level 2
Awarding Body
NCFE
Syllabus Units
11 Units
Guided Hours
210 hrs
Instant access to interactive lessons, quizzes, and spaced revision.
Course Syllabus & Study Modules
Complete breakdown of verified curriculum topics and learning objectives.
1
NCFE Level 2 Certificate in Contact Centre Operations
Principles and processes of systems and technology in a contact centre
Verified
Key Learning Objectives:
- Design effective contact centre reports that align with business KPIs.
- Evaluate the impact of technology on agent performance and customer satisfaction.
- Analyse the functionality of common contact centre systems such as ACD, IVR, and CRM.
- Apply techniques to optimise workforce management using system-generated data.
- Assess the role of real-time dashboards in performance management.
2
NCFE Level 2 Certificate in Contact Centre Operations
Principles of communication and customer service in a contact centre
Verified
Key Learning Objectives:
- Identify the key rules and regulations governing communication in a contact centre
- Explain the principles of customer service excellence and their impact on customer satisfaction
- Demonstrate effective verbal communication techniques for delivering service through a contact centre
- Apply appropriate written and electronic communication skills for internal and external customers
- Evaluate the importance of tone, clarity, and empathy in multi-channel customer interactions
3
NCFE Level 2 Certificate in Contact Centre Operations
Principles of customer service in a contact centre
Verified
Key Learning Objectives:
- Understand customer service in a contact centre, Understand how to resolve 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
4
NCFE Level 2 Certificate in Contact Centre Operations
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
5
NCFE Level 2 Certificate in Contact Centre Operations
Principles of health and safety in a contact centre
Verified
Key Learning Objectives:
- Understand health and safety procedures in a contact centre, Understand how to minimise health and safety risks relating to the job role in a contact centre
6
NCFE Level 2 Certificate in Contact Centre Operations
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
7
NCFE Level 2 Certificate in Contact Centre Operations
Principles of personal effectiveness in a contact centre
Verified
Key Learning Objectives:
- Know the process for improving personal effectiveness in a contact centre, Understand the role of a team in improving personal effectiveness in a contact centre
8
NCFE Level 2 Certificate in Contact Centre Operations
Principles of personal responsibilities and working in a business environment
Verified
Key Learning Objectives:
- Know the employment rights and responsibilities of the employee and employer, Understand the purpose of health, safety and security procedures in a business environment, Understand how to communicate effectively with others, Understand how to work with and support colleagues, Know how to plan own work and be accountable to others, Understand the purpose of improving own performance in a business environment and how to do so, Understand the types of problems that may occur in a business environment and how to deal with them
9
NCFE Level 2 Certificate in Contact Centre Operations
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
10
NCFE Level 2 Certificate in Contact Centre Operations
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
11
NCFE Level 2 Certificate in Contact Centre Operations
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
12
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
13
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
14
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
15
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
16
Principles of health and safety in a contact centre
Verified
Key Learning Objectives:
- Understand health and safety procedures in a contact centre
- Understand how to minimise health and safety risks relating to the job role in a contact centre
17
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
18
Principles of personal effectiveness in a contact centre
Verified
Key Learning Objectives:
- Know the process for improving personal effectiveness in a contact centre
- Understand the role of a team in improving personal effectiveness in a contact centre
19
Principles of personal responsibilities and working in a business environment
Verified
Key Learning Objectives:
- Know the employment rights and responsibilities of the employee and employer
- Understand the purpose of health, safety and security procedures in a business environment
- Understand how to communicate effectively with others
- Understand how to work with and support colleagues
- Know how to plan own work and be accountable to others
- Understand the purpose of improving own performance in a business environment and how to do so
- Understand the types of problems that may occur in a business environment and how to deal with them
20
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
21
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
22
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)
- 600/1292/4
- Regulated Status
- Available to learners
- Awarding Body
- NCFE
- Qualification Type
- Vocationally-Related Qualification
- Operational Start
- Apr 2011