Catalogue for the Units Funded by the European Social Fund (ESF) Contact Centre Operations

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1 Catalogue for the Units Funded by the European Social Fund (ESF) Contact Centre Operations This catalogue provides information on the units and qualifications available for delivery in the contact centre operations sector. While all care has been taken to ensure the information within this catalogue is accurate and current, it remains the responsibility of the provider to ensure that any delivery programmes meet the requirements of their contract. Please be aware that has a simple, credit-based pricing structure, which represents excellent value. Units/Credits Registration/Certification fee 1 unit 8 2+ units up to 12 credits credits credits 50 If required, we can build your required units into a bespoke package that allows for 1-step registration. Should you have any further queries regarding maximising available ESF funding with, please contact our Work-Based Learning and Apprenticeship team on / or it at sales@highfieldabc.com

2 Contact Centre Operations HABC Level 1 NVQ Award in Contact Centre Operations (QCF) J/503/0412 Work with others to support customers in a contact centre D/503/0402 Communicate information to customers through a contact centre F/503/0392 Contribute to sales activities in a contact centre Y/503/0382 Contribute to customer service in a contact centre F/503/0361 Use specific features of contact centre systems and technology A/502/4395 Bespoke software J/502/4299 Using A/502/4378 Using collaborative technologies J/502/8577 Selling by telephone - inbound J/502/8580 Selling by telephone - outbound R/601/1209 Maintain a positive and customer-friendly attitude F/601/1609 Communicate using customer service language M/601/1508 Recognise and deal with customer queries, requests and problems T/601/1509 Take details of customer service problems R/601/1548 Develop your own customer service skills through self-study Y/502/4291 IT communication fundamentals T/502/4296 Using the internet

3 HABC Level 2 Certificate in Contact Centre Operations (QCF) Y/503/0365 Principles of using systems and technology in a contact centre 2 3 L/503/0377 Principles of communication and customer service in a contact centre 2 2 M/503/0386 Principles of selling in a contact centre 2 2

4 HABC Level 2 NVQ Certificate in Contact Centre Operations (QCF) T/503/0342 Improve personal effectiveness at work in a contact centre 2 4 J/503/0362 Use systems and technology during customer contact in a contact centre 2 4 K/503/0385 Deliver customer service through a contact centre 2 5 L/503/0394 Carry out direct sales activities in a contact centre 2 5 D/601/0936 Promote additional services or products to customers 2 5 J/502/4299 Using 1 2 A/502/4378 Using collaborative technologies 1 3 L/502/4627 Word processing software 1 3 M/502/4300 Using 2 3 F/502/4379 Using collaborative technologies 2 4 F/502/4396 Bespoke software 2 3 M/502/8606 Handling objections and closing sales 2 3 F/502/8559 Time planning in sales 2 2 J/502/8577 Selling by telephone - inbound 2 4 J/502/8580 Selling by telephone - outbound 2 4

5 D/502/8584 Inputting and accessing sales or marketing data in information systems 2 2 Y/601/1227 Maintain customer service through effective handover 2 4 M/601/1511 Resolve customer service problems 2 6 H/601/1215 Process information about customers 2 5 T/601/1512 Deliver customer service to difficult customers 2 6 M/601/1542 Buddy a colleague to develop their customer service skills 2 5 R/601/1548 Develop your own customer service skills through self-study 2 6 L/601/0933 Give customers a positive impression of yourself and your organisation 2 5 H/601/1540 Support customers using online customer services 2 5 L/601/1614 Follow the rules to deliver customer service H/600/9660 Develop working relationships with colleagues 2 3 T/502/4296 Using the internet A/502/4297 Using the internet 2 4 D/502/4292 IT communication fundamentals 2 2 Y/502/4291 IT communication fundamentals 1 2

6 HABC Level 3 Certificate in Contact Centre Operations (QCF) Y/503/0365 Principles of using systems and technology in a contact centre 2 3 L/503/0377 Principles of communication and customer service in a contact centre 2 2 M/503/0386 Principles of selling in a contact centre 2 2

7 HABC Level 3 NVQ Diploma in Contact Centre Operations (QCF) L/503/0394 Carry out direct sales activities in a contact centre 2 5 K/503/0421 Deal with incidents through a contact centre 2 7 M/502/4300 Using 2 3 F/502/4379 Using collaborative technologies 2 4 M/502/8606 Handling objections and closing sales 2 3 H/601/1540 Support customers using on-line customer services 2 5 M/601/1542 Buddy a colleague to develop their customer service skills 2 5 R/601/1548 Develop your own customer service skills through self-study 2 6 L/601/1225 Deal with customers using bespoke software 2 5 Y/601/1227 Maintain customer service through effective handover 2 4 H/600/9660 Develop working relationships with colleagues 2 3 A/502/4297 Using the internet 2 4 D/502/4292 IT communication fundamentals 2 2

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