BTEC Apprenticeships | Contact Centre Operations (England)

Specification

Here, you'll find details of our BTEC Apprenticeships in Contact Centre Operations (England), including key documents and information about the qualification structure and components.

Competence

Pearson Edexcel Level 2 NVQ Certificate in Contact Centre Operations (QCF)

Specification (PDF 2.5 MB)

Knowledge

Pearson BTEC Level 2 Certificate in Contact Centre Operations

Specification,BTEC Specialist qualifications Internally assessed

Specification (PDF 706.0 KB)

Transferable skills

Edexcel Functional Skills in Mathematics at Level 1

Functional Skills Mathematics - Level 1 and Level 2 specification

Specification (PDF 434.1 KB)

Edexcel Functional Skills in English at Level 1

Functional Skills English - Level 1 and Level 2 - Specification

Specification (PDF 464.9 KB)

Employee Rights and Responsibilities

The Employee Rights and Responsibilities are embedded within the BTEC Level 2 Certificate in Contact Centre Operations. Learners may also choose to use the Instructus Skills online ERR Workbook, available from the Instructus Skills e-learning portal.

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Personal Learning and Thinking Skills

Personal Learning and Thinking Skills are mapped to the qualifications within the Apprenticeship.

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Name

Competence

Pearson Edexcel Level 3 NVQ Diploma in Contact Centre Operations (QCF)

Specification (PDF 2.5 MB)

Knowledge

Pearson BTEC Level 3 Certificate in Contact Centre Operations

Specification - BTEC Level 3 Certificate in Contact Centre Operations

Specification (PDF 1010.1 KB)

Transferable skills

Edexcel Functional Skills in qualification in Mathematics at Level 2

Specification (PDF 434.1 KB)

Edexcel Functional Skills qualification in English at Level 2

Functional Skills English - Entry Level 1-3 - Specification

Specification (PDF 561.6 KB)

Employee Rights and Responsibilities

The Employee Rights and Responsibilities are embedded within the BTEC Level 3 Certificate in Contact Centre Operations. Learners may also choose to use the Skills CFA ERR workbook.

Pearson would like to keep you updated with information on our range of products and services.

If you don't want to receive this information, please tick this box.

Your personal data will be processed by Pearson in accordance with the General Data Protection Regulation (GDPR) and our Privacy Notice.

Name

Personal Learning and Thinking Skills

Personal Learning and Thinking Skills are mapped to the qualifications within the Apprenticeship.

Pearson would like to keep you updated with information on our range of products and services.

If you don't want to receive this information, please tick this box.

Your personal data will be processed by Pearson in accordance with the General Data Protection Regulation (GDPR) and our Privacy Notice.

Name

Apprenticeship Frameworks in Customer Service and Contact Centre Operations Contact Centre Operations (England)

See also

On this page

Specification

Competence

Knowledge

Transferable skills

Employee Rights and Responsibilities

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Personal Learning and Thinking Skills

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Competence

Knowledge

Transferable skills

Employee Rights and Responsibilities

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Personal Learning and Thinking Skills

{{ gatDoctitle }}

Apprenticeship Frameworks in Customer Service and Contact Centre Operations Contact Centre Operations (England)

See also

On this page

Specification

Competence

Knowledge

Transferable skills

Employee Rights and Responsibilities

{{ gatDoctitle }}

Personal Learning and Thinking Skills

{{ gatDoctitle }}

Competence

Knowledge

Transferable skills

Employee Rights and Responsibilities

{{ gatDoctitle }}

Personal Learning and Thinking Skills

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Related pathways

Select pathway

Contact Centre Operations (England)

Contact Centre Operations (Wales)

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Customer Service (England)

Customer Service (Wales)

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