Certificate in Contact Centre Operations - The Launch Group

Course description
Course nameCertificate in Contact Centre Operations
Training providerThe Launch Group

Level 2

Course duration
  • 2 weeks
  • 37.5 hours per week

Who the course is for

(eligibility and personal characteristics)

This course is for anyone aged 19 or over.

What will you study

(key modules or content)

On this programme you will explore the different job roles and responsibilities in a contact centre, with a focus on improving personal effectiveness and team working.

You will study the rules of communication and customer service, including legal and ethical requirements in a contact centre.

You will also learn more about:

  • the process of selling in a contact centre
  • the use of information for sales activities
  • how to make sales through a contact centre
  • problem solving techniques

The programme will also include:

  • employability training
  • a site tour
  • employer specific knowledge
  • a final interview with a client

This course also offers an interactive learning approach, during which you'll have the opportunity to practice taking part in typical contact centre scenarios.

This will enable you to gain valuable, accurate feedback and prepare you perfectly for job interviews for contact centre roles.

The course is run by a tutor who will have had a vast amount of experience working in both sales and customer service roles, with leading employers in the industry.

Entry requirementsYou should have a basic level of ICT and good communication skills.

Requirements of the course

(for example personal protective equipment, tools, and materials)

Progression and careersYou could progress into employment with a contact centre, including roles such as:
  • Customer service advisors
  • Inbound and outbound sales
  • Technical support
  • Team leader and management
  • Quality and compliance

All candidates receive a guaranteed interview.

For more information please contact:
NameClaire Fuller
Telephone0191 261 8456