Contact centre operations

Contact centre operations

This apprenticeship is no longer available, take a look at Customer service specialist as an alternative option

“The contact centre apprenticeship covers the use of communication technology from hubs to provide a way for people to get in touch with businesses and organisations”

The contact centre is a staple of the finance, travel and tourism, hospitality, marketing and retail, telecommunications, logistics, power and energy sectors, as well as public services. Whichever sector you work in, you’ll learn and understand the key concepts of contact centre operations, customer service and how to apply this knowledge and these skills in the workplace. As an intermediate apprentice, you’ll operate communication technology, navigate software, communicate with customers, build relationships, resolve problems, promote products and/or services, make sales, use appropriate communication channels, keep records, gather customer feedback and work in a team. If you opt for the advanced apprenticeship, you’ll also lead teams, gather and analyse customer feedback, process complaints and maintain reliable customer service.

Duration: 12 to 18 months

Relevant school subjects: English, maths and ICT

Entry requirements: Depend on employer, but likely GCSEs or equivalent qualifications or relevant experience

Achievement upon completion: Level 2 (Intermediate)—equivalent to GCSEs; Level 3 (Advanced)—equivalent to A-levels

Potential salary upon completion: £18,000 per annum

Find out more: www.apprenticeshipguide.co.uk

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