Free Certificate Contact Centre Operations Course in Northallerton. Classes run at Triage Northallerton, 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 key skills employers look for in customer-facing roles. This level 2 certificate contact centre operations qualification is awarded by NCFE and is suited to anyone looking to move into or progress within the contact centre industry.
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 understand the skills and behaviours expected in customer-facing contact centre roles
You'll develop knowledge of effective communication with customers by phone and other channels
You'll learn how to handle customer queries and complaints professionally
You'll understand the importance of teamwork and personal performance in a contact centre environment
You'll gain awareness of relevant legislation and data protection as it applies to contact centre work
How you will learn
Learning takes place in the classroom at Triage Northallerton. You'll be assessed through knowledge-based tasks and written assignments that test your understanding of contact centre operations. Assessment is linked to the NCFE qualification requirements and takes place throughout the course rather than in a single exam.
What you will need to bring
The centre will provide most materials. Triage Northallerton will confirm anything else you need before you start.
Where next
Jobs you could do
Customer Service Advisor, handling calls and queries for businesses
Contact Centre Agent, supporting customers across phone and digital channels
Call Centre Operator, managing inbound or outbound customer contact
Customer Support Representative, resolving issues and providing information
Helpdesk Advisor, first point of contact for customer or technical queries
Telesales Agent, combining customer service with sales in a contact centre setting
What you could study next
Level 3 Certificate or Diploma in Contact Centre Management, if you want to move into a supervisory or team leader role
Level 2 or Level 3 Diploma in Customer Service, which broadens your skills across a wider range of customer-facing environments
Level 3 Award in Leadership and Management (CMI or ILM), useful if you're aiming for a team leader position in a contact centre
