The Level 2 Certificate: Contact Centre Operations (QCF) training Work Club course has been developed to give learners the opportunity to: • Engage in learning which is relevant to them and provide opportunities to develop a range of skills and techniques, personal skills and attributes essential for successful performance in working life. • Gain the knowledge, understanding and skills that learners need to work effectively in a Contact Centre environment. • Achieve a nationally recognised and vocationally related qualification at Level 2. • Progress to employment in a particular vocational sector. • Progress to related general and/or vocational qualifi cations. The course is ideal for anyone who currently works, or is interested in working in a call centre or telephone-based customer service environment. The benefits of this course are: • Gain a nationally-recognised qualification at Level 2. • Further your personal development and develop new skill and understanding. • Demonstrate a commitment to updating your knowledge in this area. • Increase professional confidence. • Support and guidance from a dedicated team of qualified assessors/tutors. • Receive a set of high quality learner support materials that will be yours to keep and use as a reference material. • Provide you with a competitive edge when applying for job roles in this exciting sector. Delivery and Assessment This qualification is assessed by the submission of a portfolio of evidence which is internally assessed. This five day course is arranged over a two week period, ensuring you have the time to learn at your own pace. By attending this course you will gain valuable skills and demonstrate to prospective employers that you are committed to working in this expanding sector of the economy. For more information contact us: 0121 707 0550 or e-mail: info@pathwaygroup.co.uk

1. Level 2 Certificate
Contact Centre Operations (QCF)CCoonnttaacc

2. Level 2 Certificate: Contact Centre Operations (QCF)
What your course will cover:
The Level 2 Certificate in Contact Centre Operations has been developed to give learners the
opportunity to:
• Engage in learning which is relevant to them and provide opportunities to develop a range
of skills and techniques, personal skills and attributes essential for successful performance in
working life.
• Gain the knowledge, understanding and skills that learners need to work effectively in a
Contact Centre environment.
• Achieve a nationally recognised and vocationally related qualification at Level 2.
• Progress to employment in a particular vocational sector.
• Progress to related general and/or vocational qualifications.
Who is this course for?
The Level 2 Certificate in Contact Centre Operations is ideal for anyone who currently works,
or is interested in working in a call centre or telephone-based customer service environment.
What are the benefits of this course?
• Gain a nationally-recognised qualification at Level 2.
• Further your personal development and develop new skill and understanding.
• Demonstrate a commitment to updating your knowledge in this area.
• Increase professional confidence.
• Support and guidance from a dedicated team of qualified assessors/tutors.
• Receive a set of high quality learner support materials that will be yours to keep and use as a
reference material.
• Provide you with a competitive edge when applying for job roles in this exciting sector.
Delivery and Assessment
This qualification is assessed by the submission of a portfolio of evidence which is internally
assessed. This five day course is arranged over a two week period, ensuring you have the
time to learn at your own pace.

3. The units in this qualification
The Level 2 Certificate in Contact Centre Operations is a 13-credit qualification that consists of
five mandatory units.
Core Units:
Unit 1 Principles of Personal Effectiveness in a Contact Centre
Unit 2 Principles of Health and Safety in a Contact Centre
Unit 3 Principles of Personal Responsibilities and Working in a Business
Environment
Unit 4 Principles of Using Systems and Technology in a Contact Centre
Unit 5 Principles of Handling Incidents through a Contact Centre
Progression options
The programme supports progression on to further qualifications such as Apprenticeships and
NVQs.
Why attend?
By attending this course you will gain valuable skills and demonstrate to prospective employers
that you are committed to working in this expanding sector of the economy.
For more information contact us on:
Tel: 0121 707 0550
Email: info@pathwaygroup.co.uk

4. Contact Centre Manager
Salary: £37,214
Contact Centre Agent
Salary: £7.00 per hour
Contact Centre Advisor
Salary: £17,000 - £18,000
Customer Service Team
Manager
Salary: £22,000 - £28,000
Learn and £arn!
Here is a sample of some jobs and salaries currently available in this sector.

5. Get on a Course and Get Ahead!
The course was an excellent
opportunity to meet new people and
share my ideas about how to find work
successfully.
I also feel I’ve made good progress in
finding work, because of this course.
To the dearest teacher,
It was so good to be in the class
and I was happy to take part in the group.
I would do it again and I would like to thank
you kindly for having me. Keep up the good
work! The sessions are 10 out of 10.
The assistance was also very good
I think Pathway is a good
organisation. The information was
broken down to an great,
understandable level and overall I found
the course very helpful.
I will ask my colleagues to contact
Pathways if they also want to do an NVQ.
I am very happy with my NVQ Level 2
that I completed with Pathways. The
support I received on the learning
programme was really good.
Thank you.