Introduction to Contact Centre Level 1

This introductory qualification is designed to get you work within the call centre industry. It gives you the chance to develop the necessary knowledge and skills in the principles of call handling within a contact centre environment. You’ll cover communication, managing in-bound calls and preparing to handle customer service problems and complaints, principles of the sales process and gain the personal aptitudes required to work in this busy, fast moving industry. The course is a waged option for attending 35 hours per week.

What you’ll learn

• The Contact Centre Industry
• Communication Skills in a Customer Service Environment
• Principles of Call Handling Skills
• Call Handling Skills
• Preparing to Handle Customer Problems and Complaints
• Principles of Sales
• Personal Aptitudes for Contact Centre Employment

Entry Requirements

There are no official entry requirements, however GSWRA are looking for the following qualities and skills.

1. Desire to succeed
2. Commitment to achieving the certificate and gaining full time employment
3. Good literacy skills
4. Good Keyboarding skills
5. Good attendance and timekeeping
6. Registered unemployed *

* Conditions apply please contact us for details

Duration

14 weeks full time

Future Prospects

• Customer Service Call Handlers
• Contact Centre Operatives
• Call Centre Agents
• With opportunities to progress to SVQ Level 2 Customer Service for candidates who are working at the relevant level.

What do I do next?

For further information and eligibility please contact Steven McLaughlin on 0141 445 5044 or speak to your Job Centre Plus adviser.

Introduction to Contact Centre Level 1 (PDF information sheet)