Cymraeg | Contact Us | About Us | Accessibility | Help
Advanced search
Ofqual Logo DfES Logo CCEA Logo
The Register of Regulated Qualifications

View Qualification : Pearson Edexcel Level 2 NVQ Certificate In Contact Centre Operations (QCF)

Qualification
Qualification Number
600/1635/8
Title
Pearson Edexcel Level 2 NVQ Certificate In Contact Centre Operations (QCF)
Awarding Organisation
Pearson Education Ltd
Fees Price List Url
Qualification Type
QCF
Qualification Sub Type
None
Qualification Level
Level 2
Qualification Sub Level
None
EQF Level
Level 3
Regulation Start Date
01-Apr-2011
Operational Start Date
01-Apr-2011
Operational End Date
Certification End Date
Offered In England
Yes
Offered In Wales
Yes
Offered In Northern Ireland
Yes
Assessment Language In English
Yes
Assessment Language In Welsh
No
Assessment Language In Irish
No
SSA
15.2 Administration
Purpose
D. Confirm occupational competence and/or 'licence to practice'
Sub Purpose
D1. Confirm competence in an occupational role to the standards required
Total Credits
28
Min Credits at/above Level
15
Minimum Guided Learning Hours
93
Maximum Guided Learning Hours
172
Diploma Guided Learning Hours
93
Barring Classification Code
ZZZZ
Overall Grading Type
Pass
Assessment Methods
Aural Examination, Coursework, E-assessment, Multiple Choice Examination, Oral Examination, Portfolio of Evidence, Practical Demonstration/Assignment
Exemptions
Structure Requirements
The minimum credit for this qualification is 28. A minimum of 15 credits must be at Level 2. Learners must achieve both units from Mandatory Group A (6 credits) and a minimum of 12 credits from Optional Group B. The remaining 10 credits may be taken from Optional Groups B and/or C. A maximum of two units may be taken from the Restricted optional unit group C2. Learners may take only one unit from the Bespoke unit group C3.
The awarding organisation states that this qualification is appropriate for use in the following age ranges.
Age Ranges
Pre-16 : Yes; 16-18 : Yes; 18+ : No; 19+ : Yes
Further information
This does not imply that eligibility for funding has been agreed for these age ranges.
For further information on the funding of 14-19 qualifications offered in England, please refer to the DFE Section 96 website.
For further information on the funding of 19+ qualifications offered in England, please refer to the SFA website.
For further information on funding in Wales, visit the DAQW website.
For further information on funding in Northern Ireland, visit the DELNI and DENI website.
When undertaking a qualification that does not appear on the governments' lists as eligible for funding for specific age ranges, users must be aware of the legal requirements around activities undertaken by learners of specific ages.
Compound Group
OG
Label
OG
Name
Overarching Group
Group Requirements
Learners must complete Mandatory Group A (6 credits); a minimum of 12 credits from Group B and the remaining 10 credits from Groups B and/or C.
Minimum Credit Value
28
Maximum Credit Value
Minimum Subcomponents
2
Maximum Subcomponents
3
Mandatory Within Group
Yes
Pathway Reference
Unit Group
A
Label
A
Name
Mandatory Group A
Group Requirements
Learners must complete 6 credits from this group.
Minimum Credit Value
6
Maximum Credit Value
6
Minimum Subcomponents
2
Maximum Subcomponents
2
Mandatory Within Group
Yes
Linked Unit
Improve personal effectiveness at work in a contact centre
Linked Reference Number
Not Set
Unit
Unit Reference Number
T/503/0342
Title
Improve personal effectiveness at work in a contact centre
Organisation Name
Council for Administration
Unit Level
Level 2
Unit Sub Level
None
Guided Learning Hours
15
Unit Credit Value
4
Linked Unit
Comply with health and safety procedures in a contact centre
Linked Reference Number
Not Set
Unit
Unit Reference Number
D/503/0352
Title
Comply with health and safety procedures in a contact centre
Organisation Name
Council for Administration
Unit Level
Level 1
Unit Sub Level
None
Guided Learning Hours
9
Unit Credit Value
2
Unit Group
B
Label
B
Name
Optional Group B
Group Requirements
Learners must achieve a minimum of 12 credits from this group. The remaining 10 credits may also be completed from this group.
Minimum Credit Value
12
Maximum Credit Value
Minimum Subcomponents
2
Maximum Subcomponents
Mandatory Within Group
Yes
Linked Unit
Use systems and technology during customer contact in a contact centre
Linked Reference Number
Not Set
Unit
Unit Reference Number
J/503/0362
Title
Use systems and technology during customer contact in a contact centre
Organisation Name
Council for Administration
Unit Level
Level 2
Unit Sub Level
None
Guided Learning Hours
24
Unit Credit Value
4
Linked Unit
Deliver customer service through a contact centre
Linked Reference Number
Not Set
Unit
Unit Reference Number
K/503/0385
Title
Deliver customer service through a contact centre
Organisation Name
Council for Administration
Unit Level
Level 2
Unit Sub Level
None
Guided Learning Hours
12
Unit Credit Value
5
Linked Unit
Carry out direct sales activities in a contact centre
Linked Reference Number
Not Set
Unit
Unit Reference Number
L/503/0394
Title
Carry out direct sales activities in a contact centre
Organisation Name
Council for Administration
Unit Level
Level 2
Unit Sub Level
None
Guided Learning Hours
15
Unit Credit Value
5
Linked Unit
Communicate information to customers in different but familiar contexts through a contact centre
Linked Reference Number
Not Set
Unit
Unit Reference Number
H/503/0403
Title
Communicate information to customers in different but familiar contexts through a contact centre
Organisation Name
Council for Administration
Unit Level
Level 2
Unit Sub Level
None
Guided Learning Hours
12
Unit Credit Value
4
Linked Unit
Provide support through a contact centre for specified products and/or services
Linked Reference Number
Not Set
Unit
Unit Reference Number
L/503/0413
Title
Provide support through a contact centre for specified products and/or services
Organisation Name
Council for Administration
Unit Level
Level 2
Unit Sub Level
None
Guided Learning Hours
18
Unit Credit Value
4
Linked Unit
Deal with incidents through a contact centre
Linked Reference Number
Not Set
Unit
Unit Reference Number
K/503/0421
Title
Deal with incidents through a contact centre
Organisation Name
Council for Administration
Unit Level
Level 2
Unit Sub Level
None
Guided Learning Hours
40
Unit Credit Value
7
Linked Unit
Support customers and colleagues when providing contact centre services
Linked Reference Number
Not Set
Unit
Unit Reference Number
J/503/0426
Title
Support customers and colleagues when providing contact centre services
Organisation Name
Council for Administration
Unit Level
Level 3
Unit Sub Level
None
Guided Learning Hours
15
Unit Credit Value
5
Compound Group
C
Label
C
Name
Optional Group C
Group Requirements
Learners may choose the remaining 10 credits from this group to achieve the qualification.
Minimum Credit Value
2
Maximum Credit Value
Minimum Subcomponents
1
Maximum Subcomponents
Mandatory Within Group
No
Pathway Reference
Unit Group
C1
Label
C1
Name
Optional Units
Group Requirements
Learners may choose the remaining 10 credits from this group to achieve the qualification.
Minimum Credit Value
2
Maximum Credit Value
Minimum Subcomponents
1
Maximum Subcomponents
Mandatory Within Group
No
Linked Unit
Deal with incoming telephone calls from customers
Linked Reference Number
Not Set
Unit
Unit Reference Number
F/601/1223
Title
Deal with incoming telephone calls from customers
Organisation Name
Council for Administration
Unit Level
Level 2
Unit Sub Level
None
Guided Learning Hours
33
Unit Credit Value
5
Linked Unit
Develop working relationships with colleagues
Linked Reference Number
Not Set
Unit
Unit Reference Number
H/600/9660
Title
Develop working relationships with colleagues
Organisation Name
Management Standards Centre
Unit Level
Level 2
Unit Sub Level
None
Guided Learning Hours
15
Unit Credit Value
3
Linked Unit
Work with others to improve customer service
Linked Reference Number
Not Set
Unit
Unit Reference Number
D/601/1553
Title
Work with others to improve customer service
Organisation Name
Council for Administration
Unit Level
Level 3
Unit Sub Level
None
Guided Learning Hours
53
Unit Credit Value
8
Linked Unit
Process customer service complaints
Linked Reference Number
Not Set
Unit
Unit Reference Number
D/601/1522
Title
Process customer service complaints
Organisation Name
Council for Administration
Unit Level
Level 3
Unit Sub Level
None
Guided Learning Hours
40
Unit Credit Value
6
Linked Unit
Follow the rules to deliver customer service
Linked Reference Number
Not Set
Unit
Unit Reference Number
L/601/1614
Title
Follow the rules to deliver customer service
Organisation Name
Council for Administration
Unit Level
Level 2
Unit Sub Level
None
Guided Learning Hours
30
Unit Credit Value
4
Linked Unit
Support customers using on-line customer services
Linked Reference Number
Not Set
Unit
Unit Reference Number
H/601/1540
Title
Support customers using on-line customer services
Organisation Name
Council for Administration
Unit Level
Level 2
Unit Sub Level
None
Guided Learning Hours
33
Unit Credit Value
5
Linked Unit
Promote additional services or products to customers
Linked Reference Number
Not Set
Unit
Unit Reference Number
D/601/0936
Title
Promote additional services or products to customers
Organisation Name
Council for Administration
Unit Level
Level 2
Unit Sub Level
None
Guided Learning Hours
40
Unit Credit Value
6
Linked Unit
Handling objections and closing sales
Linked Reference Number
Not Set
Unit
Unit Reference Number
M/502/8606
Title
Handling objections and closing sales
Organisation Name
Council for Administration
Unit Level
Level 2
Unit Sub Level
None
Guided Learning Hours
22
Unit Credit Value
3
Linked Unit
Time planning in sales
Linked Reference Number
Not Set
Unit
Unit Reference Number
F/502/8559
Title
Time planning in sales
Organisation Name
Council for Administration
Unit Level
Level 2
Unit Sub Level
None
Guided Learning Hours
13
Unit Credit Value
2
Linked Unit
Selling by telephone - inbound
Linked Reference Number
Not Set
Unit
Unit Reference Number
J/502/8577
Title
Selling by telephone - inbound
Organisation Name
Council for Administration
Unit Level
Level 2
Unit Sub Level
None
Guided Learning Hours
27
Unit Credit Value
4
Linked Unit
Selling by telephone - outbound
Linked Reference Number
Not Set
Unit
Unit Reference Number
J/502/8580
Title
Selling by telephone - outbound
Organisation Name
Council for Administration
Unit Level
Level 2
Unit Sub Level
None
Guided Learning Hours
27
Unit Credit Value
4
Linked Unit
Inputting and accessing sales or marketing data in information systems
Linked Reference Number
Not Set
Unit
Unit Reference Number
D/502/8584
Title
Inputting and accessing sales or marketing data in information systems
Organisation Name
Council for Administration
Unit Level
Level 2
Unit Sub Level
None
Guided Learning Hours
15
Unit Credit Value
2
Linked Unit
Maintain customer service through effective handover
Linked Reference Number
Not Set
Unit
Unit Reference Number
Y/601/1227
Title
Maintain customer service through effective handover
Organisation Name
Council for Administration
Unit Level
Level 2
Unit Sub Level
None
Guided Learning Hours
27
Unit Credit Value
4
Linked Unit
Resolve customer service problems
Linked Reference Number
Not Set
Unit
Unit Reference Number
M/601/1511
Title
Resolve customer service problems
Organisation Name
Council for Administration
Unit Level
Level 2
Unit Sub Level
None
Guided Learning Hours
40
Unit Credit Value
6
Linked Unit
Process information about customers
Linked Reference Number
Not Set
Unit
Unit Reference Number
H/601/1215
Title
Process information about customers
Organisation Name
Council for Administration
Unit Level
Level 2
Unit Sub Level
None
Guided Learning Hours
33
Unit Credit Value
5
Linked Unit
Deliver customer service to difficult customers
Linked Reference Number
Not Set
Unit
Unit Reference Number
T/601/1512
Title
Deliver customer service to difficult customers
Organisation Name
Council for Administration
Unit Level
Level 2
Unit Sub Level
None
Guided Learning Hours
40
Unit Credit Value
6
Linked Unit
Buddy a colleague to develop their customer service skills
Linked Reference Number
Not Set
Unit
Unit Reference Number
M/601/1542
Title
Buddy a colleague to develop their customer service skills
Organisation Name
Council for Administration
Unit Level
Level 2
Unit Sub Level
None
Guided Learning Hours
33
Unit Credit Value
5
Linked Unit
Develop your own customer service skills through self-study
Linked Reference Number
Not Set
Unit
Unit Reference Number
R/601/1548
Title
Develop your own customer service skills through self-study
Organisation Name
Council for Administration
Unit Level
Level 2
Unit Sub Level
None
Guided Learning Hours
40
Unit Credit Value
6
Linked Unit
Give customers a positive impression of yourself and your organisation.
Linked Reference Number
Not Set
Unit
Unit Reference Number
L/601/0933
Title
Give customers a positive impression of yourself and your organisation.
Organisation Name
Council for Administration
Unit Level
Level 2
Unit Sub Level
None
Guided Learning Hours
33
Unit Credit Value
5
Linked Unit
Word Processing Software
Linked Reference Number
Not Set
Unit
Unit Reference Number
L/502/4627
Title
Word Processing Software
Organisation Name
e-skills UK, the Sector Skills Council for Business and Information Technology
Unit Level
Level 1
Unit Sub Level
None
Guided Learning Hours
20
Unit Credit Value
3
Compound Group
C2
Label
C2
Name
Restricted Optional IT units
Group Requirements
A maximum of 2 units may be selected from groups C2 IT1, C2 IT2, C2 IT3 and C2 IT4.
Minimum Credit Value
Maximum Credit Value
Minimum Subcomponents
1
Maximum Subcomponents
2
Mandatory Within Group
No
Pathway Reference
Unit Group
C2 IT1
Label
C2 IT1
Name
Using the Internet
Group Requirements
No more than one unit may be taken from this group.
Minimum Credit Value
3
Maximum Credit Value
4
Minimum Subcomponents
1
Maximum Subcomponents
1
Mandatory Within Group
No
Linked Unit
Using the Internet
Linked Reference Number
Not Set
Unit
Unit Reference Number
A/502/4297
Title
Using the Internet
Organisation Name
e-skills UK, the Sector Skills Council for Business and Information Technology
Unit Level
Level 2
Unit Sub Level
None
Guided Learning Hours
30
Unit Credit Value
4
Linked Unit
Using the Internet
Linked Reference Number
Not Set
Unit
Unit Reference Number
T/502/4296
Title
Using the Internet
Organisation Name
e-skills UK, the Sector Skills Council for Business and Information Technology
Unit Level
Level 1
Unit Sub Level
None
Guided Learning Hours
20
Unit Credit Value
3
Unit Group
C2 IT2
Label
C2 IT2
Name
IT Communication Fundamentals
Group Requirements
No more than one unit may be taken from this group.
Minimum Credit Value
2
Maximum Credit Value
2
Minimum Subcomponents
1
Maximum Subcomponents
1
Mandatory Within Group
No
Linked Unit
IT Communication Fundamentals
Linked Reference Number
Not Set
Unit
Unit Reference Number
D/502/4292
Title
IT Communication Fundamentals
Organisation Name
e-skills UK, the Sector Skills Council for Business and Information Technology
Unit Level
Level 2
Unit Sub Level
None
Guided Learning Hours
15
Unit Credit Value
2
Linked Unit
IT Communication Fundamentals
Linked Reference Number
Not Set
Unit
Unit Reference Number
Y/502/4291
Title
IT Communication Fundamentals
Organisation Name
e-skills UK, the Sector Skills Council for Business and Information Technology
Unit Level
Level 1
Unit Sub Level
None
Guided Learning Hours
15
Unit Credit Value
2
Unit Group
C2 IT3
Label
C2 IT3
Name
Using email
Group Requirements
No more than one unit to be taken from this group.
Minimum Credit Value
2
Maximum Credit Value
3
Minimum Subcomponents
1
Maximum Subcomponents
1
Mandatory Within Group
No
Linked Unit
Using Email
Linked Reference Number
Not Set
Unit
Unit Reference Number
J/502/4299
Title
Using Email
Organisation Name
e-skills UK, the Sector Skills Council for Business and Information Technology
Unit Level
Level 1
Unit Sub Level
None
Guided Learning Hours
15
Unit Credit Value
2
Linked Unit
Using Email
Linked Reference Number
Not Set
Unit
Unit Reference Number
M/502/4300
Title
Using Email
Organisation Name
e-skills UK, the Sector Skills Council for Business and Information Technology
Unit Level
Level 2
Unit Sub Level
None
Guided Learning Hours
20
Unit Credit Value
3
Unit Group
C2 IT4
Label
C2 IT4
Name
Using Collaborative Technologies
Group Requirements
No more than one unit to be taken from this group.
Minimum Credit Value
3
Maximum Credit Value
4
Minimum Subcomponents
1
Maximum Subcomponents
1
Mandatory Within Group
No
Linked Unit
Using Collaborative Technologies
Linked Reference Number
Not Set
Unit
Unit Reference Number
A/502/4378
Title
Using Collaborative Technologies
Organisation Name
e-skills UK, the Sector Skills Council for Business and Information Technology
Unit Level
Level 1
Unit Sub Level
None
Guided Learning Hours
20
Unit Credit Value
3
Linked Unit
Using Collaborative Technologies
Linked Reference Number
Not Set
Unit
Unit Reference Number
F/502/4379
Title
Using Collaborative Technologies
Organisation Name
e-skills UK, the Sector Skills Council for Business and Information Technology
Unit Level
Level 2
Unit Sub Level
None
Guided Learning Hours
30
Unit Credit Value
4
Unit Group
C3
Label
C3
Name
Bespoke Units
Group Requirements
No more than one unit may be taken from this group.
Minimum Credit Value
3
Maximum Credit Value
5
Minimum Subcomponents
1
Maximum Subcomponents
1
Mandatory Within Group
No
Linked Unit
Bespoke Software
Linked Reference Number
Not Set
Unit
Unit Reference Number
F/502/4396
Title
Bespoke Software
Organisation Name
e-skills UK, the Sector Skills Council for Business and Information Technology
Unit Level
Level 2
Unit Sub Level
None
Guided Learning Hours
20
Unit Credit Value
3
Linked Unit
Deal with customers using bespoke software
Linked Reference Number
Not Set
Unit
Unit Reference Number
L/601/1225
Title
Deal with customers using bespoke software
Organisation Name
Council for Administration
Unit Level
Level 2
Unit Sub Level
None
Guided Learning Hours
33
Unit Credit Value
5
Barred Units
Barred UnitUnit
DescriptionSource UnitTarget Units
Using Email (M/502/4300)Using Email (J/502/4299)
Using Collaborative Technologies (A/502/4378)Using Collaborative Technologies (F/502/4379)
Bespoke Software (F/502/4396)Deal with customers using bespoke software (L/601/1225)
Using the Internet (A/502/4297)Using the Internet (T/502/4296)
IT Communication Fundamentals (D/502/4292)IT Communication Fundamentals (Y/502/4291)
Qualification Objectives
ObjectiveResponse
GCSEs priortised to measure school and/or teacher performanceNo
Other GCSEsNo
Other level 1, 2 and1/2 qualifications used to indicate learners' attainment on completion of compulsory schooling and included in measures of school and/or teacher performanceNo
GCEs and ASNo
Other level 3 qualifications designed to demonstrate eligibility for progression to higher education and/or used to measure school or college performanceNo
ESOL qualifications that are required for citizenshipNo
Qualifications that indicate an individual can undertake a specific role in the workplace and that may be relied upon by employersYes
Qualifications that an individual is required by law to have gained in order to undertake a specific roleNo
Qualifications taken primarily for growth and enjoymentNo
Qualifications that are designed to meet the needs of a named employer or other organisationNo
Qualifications that are included within apprenticeships frameworks, including functional skillsYes
View Performance Measures | View ASL | Print Details | Print Details with Units
2.1.3.0L