TQUK
Level 2
QN: 601/6597/2
Curriculum Active
TQUK Level 2 Certificate in Contact Centre Operations (RQF)
Official qualification regulated by Ofqual, awarded by TQUK. Classified as a Occupational Qualification. Total guided learning hours: 210 hours.
Qualification Level
Level 2
Awarding Body
TQUK
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
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
2
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
3
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
4
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
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
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
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
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
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
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
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)
- 601/6597/2
- Regulated Status
- Available to learners
- Awarding Body
- TQUK
- Qualification Type
- Occupational Qualification
- Operational Start
- Sept 2015