Get ready for Contact Centres

This course is suitable for anyone aged 19 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.

You will be supported by your tutor in class or online and your work will be assessed by the answers you give in your workbook or online.

This course can be completed online or classroom-based for 2 weeks Monday to Friday.

This course is suitable for anyone who wishes to gain employment in a contact centre environment.

The focus will be on developing the practical skills in a contact centre role, whilst also improving job search and interview skills to gain employment.

Occupational Studies:

Improving own learning and performance - In this unit the student will understand how to identify their own strengths and areas for improvement. They will create an action plan and review own performance.

Working in a team - In this unit the student will understand the characteristics of a good team. They will participate in a team, whilst demonstrating strengths and the ability to value contribution from others.

Understanding customer service - In this unit the student will understand the importance of customer service and how this is adapted to meet the needs of different customers. Students will develop knowledge of different customer complaints and problems.

Understanding business communication - This unit provides the student with knowledge about forms, choice and effective communication. The student will also gain an understanding of behaviours within a team and understand the benefits of effective communication strategy.

Problem solving at work - In this unit the student will understand the different problems that may arise in a place of work, how they can be solved and the recognition of possible solutions to a specific problem.

Understanding the retail selling process - In this unit the student will understand the retail selling process, how to find out what customers want and how product information can be used to promote sales.

Employability Skills:

Understanding mindset - This unit aims to provide students with an understanding of how employability can be affected by their mindset, focusing on the key qualities sought by employers.

Job and training search skills - This unit introduces students to the necessary knowledge and skills to carry out searches for jobs. The unit will cover identifying the best places to look for suitable job opportunities, using job-searching resources and knowing who can support them to look for work.

Interview skills - This unit introduces students to the preparation needed for job interviews and being interviewed. The unit content will include finding out more about the recruiting organisation and the role, identifying and preparing for potential interview questions, appropriate dress and language for interviews, speaking and listening skills and getting feedback.

Writing a CV - This unit covers the information required to create a CV and allows students to create their own CV.

NCFE