Principles of Contact Centre Operations Level 3 Certificate – 10267 Notes

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Updates

15 September 2019 : Principles of Contact Centre Operations Level 3 Certificate – 10267notes and other quick revision resources are now available. 

Vocational Qualifications (Certification only) Principles of Contact Centre Operations Level 3 Certificate Notes

Qualification update

The Level 2 and Level 3 Certificates in Principles of Contact Centre Operations (10266 and 10267) are vocationally-related qualifications, designed to extend learners’ knowledge and understanding of the contact centre industry. Developed in partnership with the CfA, the body responsible for qualifications and standards within the sector, they are ideal for those considering a career or already working in customer contact centres.

Benefits

  • New QCF qualifications are mapped to the latest National Occupational Standards
  • Both competence and knowledge elements of apprenticeship frameworks available from OCR
  • Centres can remain with OCR and benefit from established relationship and customer support
  • Increasing demand from industry for employees with good customer facing skills.

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