Free Certificate Contact Centre Operations Course in Darlington. Classes run at Triage Darlington, part-time during the day. The course runs over 11 days, making it manageable alongside other commitments. You'll build the knowledge and understanding needed to work in contact centre operations, covering the skills employers look for in customer-facing roles. The level 2 certificate contact centre operations qualification is awarded by NCFE.
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 managed.
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 meet performance targets in a contact centre environment.
You'll explore how to handle complaints and difficult situations calmly.
You'll understand the importance of data protection and confidentiality in customer service roles.
How you will learn
You'll learn through classroom-based sessions at Triage Darlington. Learning is delivered part-time during the day over 11 days. Assessment is based on the knowledge and understanding you build throughout the course. Your tutor will confirm the exact assessment methods before you start.
What you will need to bring
The centre will provide most materials. Triage Darlington 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: providing first-line support to customers or staff
Telesales Agent: selling products or services over the phone
Complaints Handler: managing and resolving customer complaints
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 3 Diploma in Customer Service: broaden your customer service skills across different sectors.
Level 3 Award in Leadership and Management: if you want to move into a team leader or management position.
