BTEC in Contact Centre Operations (L2)

What will I Learn ?

The Edexcel BTEC Level 2 Certificate covers some of the knowledge and understanding required for employment in a contact centre environment.

At the end of course you will be able to work in a professional call centre. The course provides knowledge and skills to work in of different type of call centres. Furthermore, the course will enhance your ability to improve your communication and selling skills.

Some of the key features of the course
• Introduction to the culture of call centres with appropriate terminology
• Inbound and outbound Call Centres
• Multi-Skill Call Centre, Customer Service Call Centre,
• Tele- Sales Process
• Call Quality, Call monitoring or Call Barging
• Submitting a report, Importance of Greeting Line, How to close a call.
• Handling an irate customer
• Body Postures while taking a call, Voice quality on calls,
• Speech Clarity
• Call Evaluation Positives and negatives

The course will also include practical sessions on usage of appropriate language and skills.
• Mock call
• Cross Check (mistakes),
• Voice & accent
• Deal with low confidence
• Soft Skills

Units that will be covered in the course are:

Unit 201: Principles of Personal Effectiveness in a Contact Centre
Unit 202: Principles of Health and Safety in a Contact Centre
Unit 203: Principles of Personal Responsibilities and Working in a Business Environment
Unit 204: Principles of Using Systems and Technology in a Contact Centre
Unit 205: Principles of Communication and Customer Service in a Contact Centre
Unit 206: Principles of Selling in a Contact Centre
Unit 207: Principles of Handling Incidents through a Contact Centre
Unit 208: Principles of Legal, Regulatory and Ethical Requirements of a Contact Centre
Unit 304: Principles and Processes of Systems and Technology in a Contact Centre
Unit 305: Principles of Customer Service in a Contact Centre
Unit 306: Principles of Sales Activities and Customer Support in a Contact Centre


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