19+
19+

Certificate in Contact Centre Operations (RQF) Level 3

19+ Advanced Learner Loan
  • Limited number of 19+ loans available on this course.
  • Offer expires 31st October 2017
199
LOANS Left available on this course

Our Contact Centre Operations course will give you the skills that are highly necessary for career development and progression to more senior, managerial roles. If you have gained experience in a contact centre environment and want to build on your skills, then look no further.

What you'll learn and study on the course

You'll learn managing customer care, leading direct selling activities, co-ordinating support for products or services and contributing to performance management.

You'll also learn about health and safety procedures, plan, allocate and monitor work of a team, and Supervise customer service activities in a contact centre.

What you can do after with it

After achieving this HABC Level 3 Certificate in Contact Centre Operations (RQF) you’ll be able to embark on higher level qualifications within the Contact Centre sector. With evidence of contact centre training, you could also progress into a middle and senior-level management positions within a Contact Centre environment.

As a supervisor/manager you would have more responsibilities. These could be managing a team of staff and organising their workload. Briefing teams on targets, new initiatives and policy changes and coaching and training other employees.

Unit One: Principles of personal and organisational effectiveness in a contact centre(F/503/0358)

On completion of this unit you will:

  • Understand how to use feedback on performance in a contact centre
  • Understand how to improve personal and organisational performance in a contact centre

Unit Two: Principles and processes of health and safety in a contact centre(L/503/0363)

On completion of this unit you will:

  • 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

Unit Three: Principles of personal responsibilities and how to develop and evaluate own performance at work(D/601/7644)

On completion of this unit you will:

  • 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

Unit Four: Principles of sales activities and customer support in a contact centre(J/503/0393)

On completion of this unit you will:

  • 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

Unit Five: Principles of performance management in a contact centre(Y/503/0396)

On completion of this unit you will:

  • Understand how to improve the performance of individuals and teams in a contact centre
  • Understand performance management in a contact centre

HABC Certificate in Contact Centre Operations (RQF) Level 3

On successful completion of our ISMM Level 3 Certificate in Contact Centre Operations (RQF) course you will receive a qualification listed on the RQF at level 3 (Qualification Reference Number: (600/8857/6). This course has also been assigned 16 credits.

There is no experience or previous qualifications required for enrolment on this course. It is available to all students, of all academic backgrounds.

Please note: You must be at least 16 years of age to join this course.

What's Included

  • All study materials
  • Study Guide
  • Full Tutor and Admin support
  • The course fee includes the awarding body registration and certification fee (valued at up to £96.00).

Is there government funding available for doing this course?

Yes, you can apply for an Advanced Learner Loan with this course. We are accountable to the Skills Funding Agency (SFA) and Ofsted, to provide this course with Government backed funding. You can access your Advanced Learner Loan if you meet the criteria. Two main conditions are:

  • You need to be aged 19 or over
  • You need to be a UK citizen.
19+

Learn more >

Payment Method
With an Advanced Learner Loan
Registration Fee £37.25
Repayments: No Payments until salary reaches £21,000
Total Price: £724.00
Register
EU Social Fund
SFA England

Advanced Learner Loans are administered by Student Finance England (SFE)

Student Finance England is a Student Loans Company service, providing financial support to students on behalf of the UK Government.

You can enrol today and pay much, much later

You can access your course information straight away. You can then review them in your own time and complete the assignments which you are required to submit to your personal tutor for marking and feedback.

*Cashback will be paid to you once you have finished paying for your course in full. For more information, please see our cash back terms and conditions. The total amount payable over the term's period, is no more than the total cash price of the course. (APR = 0%). Written quotations are available on request.
19+

Yes, when you study using this kind of funding, Dimensions Training Solutions offers considerably more than the same one without the 19+ funding loan.

Enhanced course content

Six Employability and Independent Learning Skills (EILS) modules are embedded in the content of your course: Maths, English, Digital Life Skills, Confidence, Resilience and Meeting Deadlines.

You can choose to study a further four: Workplace Ready, Initiative, Teamwork and Problem Solving. These are all designed to boost your personal skill level and help your career progression.

Additional personal support

A Student Support Officer (SSO) will be assigned to you, so you have a single point of contact throughout your course to support you with any admin issues. Dimensions Training Solutions regularly update the SFA with details of study hours, and evidence of learning, in order to responsibly account for your course funding.

You will have an Individual Learning Plan with a set “finish date” and your SSO is there to encourage and help you stay on course. This is in addition to your Assessor, who assesses your work and provides personal constructive feedback.


The difference between courses funded by 19+ loan and privately funded courses

Features Course funded
by 19+ Advanced Learner Loans
Course funded privately
Personal Student Support Officer assigned to you
Personal Assessor Support assigned to you Automatic embedding of 6 key Employability and Independent Learning Skills (EILS) in course
10 EILS available
Individual Learning Plan with a set “finish date”
Flexible deadline to finish your course
Online study delivery
Postal study delivery
Payment in full or in instalments while you study
Eligibility requirement for loan
Nothing to pay until course is finished and you earn over £21,000 pa.
Are you eligible for a 19+
Advanced Learner Loan?
  • Aged over 19 and living in the UK?
  • 19+ loans are Government backed, so you only pay them back if you’re earning over £21,000 a year.