Free Certificate Contact Centre Operations Course in Middlesbrough. Classes run at IntoUniversity Middlesbrough, part-time during the day. This level 2 certificate contact centre operations qualification gives you the knowledge to start or progress in contact centre work. The course runs over 11 days, making it manageable alongside other commitments. You'll cover the key skills and understanding that contact centre employers look for, from handling customer interactions to working effectively within a team.
Who this course is for
The purpose of this qualification is to provide you with the knowledge and understanding to progress into, or within, employment in the contact centre operations industry.
What you will learn
You'll learn how contact centre operations are structured and how they function.
You'll develop skills in handling customer enquiries professionally.
You'll understand how to communicate clearly and effectively with customers.
You'll learn how to manage your own performance and meet targets.
You'll explore how to deal with challenging customer situations.
You'll understand the importance of data protection and confidentiality in contact centre work.
How you will learn
You'll learn through classroom-based sessions at IntoUniversity Middlesbrough. Assessment is through written assignments and knowledge-based tasks that you complete during the course. Your work is assessed against the NCFE qualification standards. There are no exams.
What you will need to bring
The centre will provide most materials. IntoUniversity Middlesbrough will confirm anything else you need before you start.
Where next
Jobs you could do
Customer Service Advisor: handling calls and queries in a contact centre
Call Centre Agent: inbound or outbound customer contact roles
Customer Support Representative: resolving issues for customers by phone or online
Helpdesk Operator: first-line support for customers or staff
Complaints Handler: managing and resolving customer complaints
Sales Advisor: telephone-based sales and customer engagement
What you could study next
Level 3 Certificate in Contact Centre Management: move into a supervisory or team leader role in a contact centre.
Level 2 or Level 3 Diploma in Customer Service: broaden your customer service skills across different sectors.
Level 3 Award in Leadership and Management: useful if you want to move into a team leader or management position.
