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Contact Centre Operations

Course Code: AP2

Subject area: Business, Management & HR
Awarding body: City & Guilds
Qualification: Apprenticeship
Course type: Full-time
Time of Day: Daytime
Duration: One - two years

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About the course

Would you like to train in a job as a customer service advisor, call centre worker or contact centre operator? This intermediate Apprenticeship in Contact Centre Operations at City College Plymouth is an ideal way to start a job in a call centre or customer service environment and study an NVQ Level 2 in Contact Centre Operations at the same time. Ultimately, contact centre work is about providing the best customer service possible, a valuable skill for any apprentice. As an apprentice you will achieve valuable occupational competence while being employed in a contact centre role, dealing with customers over the phone and providing great customer service. Most of your training/learning will take place within your workplace and you’ll earn a wage or training allowance while you learn and earn. On completion of the Apprenticeship you will gain a suite of vocational qualifications which form part of the Apprenticeship framework – a great start for your career!

What you'll learn

Level 2 NVQ Certificate in Contact Centre Operations:

  • improve personal effectiveness at work in a contact centre
  • comply with health and safety procedures in a contact centre.

Level 2 Certificate in Contact Centre Operations:

  • principles of personal effectiveness in a contact centre
  • principles of health and safety in a contact centre
  • principles of personal responsibilities and working in a business environment.

Plus a range of optional units chosen to suit your individual requirements.

Entry requirements

Acceptance on this Apprenticeship is via an intitial assessment with the College’s Work-based Learning team.


Acceptance on this Apprenticeship will be determined through interview, diagnostic testing and vocational assessment.For the NVQ you will be continuously assessed both on and off-the-job. Assessment for the technical certificate involves you completing a workbook which will be externally moderated.Functional skills will be assessed via various workshops plus an examination (however, you may be exempt from this if your GCSE grades are at grade 9-4 (C or above).

What's next?

On successful completion, you may wish to continue your studies by moving onto a higher level Apprenticeship or course. You could also benefit from greatly enhanced job opportunities, whether with your current employer or elsewhere.

Important information

Fees quoted apply to courses starting in the academic year 2017/18 (August 2017 – July 2018). There may be a slight increase in fees for courses starting 2018/19.

Whether or not you've got a work placement lined up, you can apply for and start an Apprenticeship at any time. We'll work with you to make sure you're on the right career path and help match you with a suitable employer. All you have to do is complete and return an application form and our Work-based Learning Team will be in touch.