City & Guilds
Who is this course for?
This programme is suitable for those who wish to seek employment in the contact centre industry and is designed to enhance learners’ work and life skills. Whether their focus is on an inbound, outbound or back office role it will develop the essential skills necessary to work effectively in a customer service environment.
What do you need to apply for the course?
This course is suitable for anyone aged 18 or over who is unemployed, eligible to work in the UK and who is claiming JSA or ESA (WRAG) or other benefits such as income support, housing, council tax, pension credit or an unwaged dependent. People aged 18 or over who are not in receipt of a benefit are also welcome to apply.
Anyone who falls outside of these categories is also welcome to contact the Pre-employment Team for details.
What are the key things you'll learn?
This course covers the key areas of working in a contact centre including:
- 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
It is a suitable qualification for those wishing to change career or support previous experience or employment following a career break.
How you will learn
This course is taught through classroom based theory lessons, interactive activities, group work and observations.
Where could this course take you?
After successfully completing the course you will have the skills required to gain an entry position in a contact centre environment, progress on to further study, distance learning or apprenticeship.