Call Centre Operations
An Apprenticeship combines real work and learning. As an Apprentice you will usually spend 1 day a week in College and the rest of the week in your workplace.
Apprentices earn a wage and get experience whilst working towards a number of qualifications.
Example Job Roles as a Call Centre Operations Apprentice
- Receptionist
- Administrator
- Customer Services Adviser
- Reception Manager
- Operations/Contact Centre Manager
- Sales Team Leader/Manager
- Scheduling/Resource Manager
Progression Routes
A Call Centre Operations Apprenticeship can open doors to a fantastic career! You could continue with your studies, undertaking degree level study at university after an Advanced Apprenticeship. You could also decide to study for a number of professional qualifications in your industry in order for you to progress within your career.
How an Apprenticeship works
There are a number of elements to each Apprenticeship and this is called the framework. Each Apprenticeship framework has up to three main strands:
- Competence based element
- Technical element
- Skills element
These strands are sometimes accompanied by additional qualifications to give the most relevant skills and knowledge required for the job.
Competence Element
Apprenticeship:
- Level 2 NVQ in Contact Centre Operations
Advanced:
- Level 3 NVQ for Contact Centre Professionals
Technical Element
Apprenticeship:
- Level 2 Certificate in Contact Centre Skills
Advanced:
- Level 3 Certificate in Contact Centre Skills
Skills Element
Apprenticeship:
- Application of Number Level 1
- Communication Level 1
Advanced:
- Application of Number Level 2
- Communication Level 2
Other Additional Study and Qualifications
Employment Rights and Responsibilities
