Contact Centre Qualifications Reference Guide for Centres

Transcription

1 Contact Centre Qualifications Reference Guide for Centres March 2008 Version 1.2

2 City & Guilds is the UK s leading provider of vocational qualifications, offering over 500 awards across a wide range of industries, and progressing from entry level to the highest levels of professional achievement. With over 8500 centres in 100 countries, City & Guilds is recognised by employers worldwide for providing qualifications that offer proof of the skills they need to get the job done. The City & Guilds Group includes City & Guilds Pitman Qualifications, specialising in IT, office-based qualifications and English as a second language awards, and ILM (the Institute of Leadership & Management) providing management qualifications, learning materials and membership services. Land based qualifications are offered through NPTC, also part of the City & Guilds Group. City & Guilds also manages the Engineering Council Examinations on behalf of the Engineering Council. General information about City & Guilds is available on our website or from our Customer Relations team at the address below or by phoning or ing enquiry@cityandguilds.com City & Guilds fully supports the principle of equal opportunities and we are committed to satisfying this principle in all our activities and published material. A copy of our equal opportunities policy statement Access to assessment is available on our website or from the Customer Relations team. City & Guilds publications are available from our Publication Sales department at the address below or by phoning or faxing First published The City and Guilds of London Institute All rights reserved. City & Guilds is a trademark of the City and Guilds of London Institute. Every effort has been made to ensure that the information contained in this publication is true and correct at the time of going to press. However, City & Guilds products and services are subject to continuous development and improvement and the right is reserved to change products and services from time to time. City & Guilds cannot accept liability for loss or damage arising from the use of information in this publication. City & Guilds 1 Giltspur Street London, EC1A 9DD T +44 (0) F +44 (0)

3 Contents The City & Guilds range of Contact Centre qualifications...4 Level 1 Certificate of Introduction to the Contact Centre Industry (4423)...5 Level 1 Certificate in Contact Centre Skills (2697)...7 Level 2 Certificate in Contact Centre Skills (4422)...8 Level 3 Certificate for Contact Centre Skills (4422)...10 NVQs in/for Contact Centre Operations/Professionals (2703)...12 Apprenticeship/Advanced Apprenticeship for Contact Centres (9019)...17 Related Websites...18 Further Information

4 The City & Guilds range of Contact Centre qualifications Progress through four levels of qualifications Level 4 Level 4 NVQ for Contact Centre Professionals Level 3 Level 3 Certificate in Contact Centre Skills Level 3 NVQ for Contact Centre Professionals Advanced Apprenticeship for Contact Centre Professionals Level 2 Level 2 Certificate in Contact Centre Skills Level 2 NVQ in Contact Centre Operations Apprenticeship in Contact Centre Operations Level 1 Level 1 Certificate of Introduction to the Contact Centre Industry Level 1 Certificate in Contact Centre Skills Level 1 NVQ in Contact Centre Operations 4

5 Level 1 Certificate of Introduction for the Contact Centre Industry (4423) This qualification is aimed at learners looking to enter the contact centre industry either for the first time or following a break in employment within the sector. Specifically, it targets learners who not only need sector specific competencies but also behavioural competencies, soft skills and literacy and numeracy skills. For full Certificate, candis must successfully take all units and must successfully complete both assessments. Qualification structure The Contact Centre industry Interpersonal communication techniques Customer care and developing customer relationships Developing personal effectiveness and behavioural competences The qualification has a total 120 guided learning hours. Unit 001 has a GLH of 20 hours Unit 002 has a GLH of 45 hours Unit 003 has a GLH of 25 hours Unit 004 has a GLH of 30 hours Assessment for The Level 1 Certificate is assessed by: an internally assessed, externally set scenario based assignment internally assessed, externally set oral questioning Learners must be successful in both assessments to gain the award. Both assessments are graded pass/fail. Progression This Level 1 Certificate of Introduction to the Contact Centre Industry is recognised as the e-skills UK sponsored route into employment (e-skills UK Contact Centre Pathway) within the contact centre industry and has been developed to form part of the e-skills UK suite of qualifications as follows: e-skills UK Contact Centre Pathway e-skills UK Contact Centre Diploma e-skills UK Contact Centre Advanced Diploma e-skills UK Contact Centre Foundation Degree For more information on the e-skills pathways visit 5

6 Administration Qualification QCA Ref GLH Last registration Last certification Level 1 Certificate of Introduction to the Contact Centre Industry 100/5317/ /08/ /08/2010 6

7 Level 1 Certificate in Contact Centre Skills (2697) This qualification is a vocationally related qualification (VRQ) which is aimed at learners who would like to develop their skills to enter the contact centre sector. The certificate is also suitable to upgrade customer care and telephone skills for any sector. It is a flexible qualification that can be delivered in a variety of ways to meet the needs of learners. This qualification can be taken as a stand alone qualification and can provide a valuable accreditation of skills and knowledge for candis not following an NVQ. For full Certificate, candis must successfully complete the assessments for both units. Qualification structure Mandatory units Understanding of health, safety and customer care Make and receive calls using organisational systems and equipment The qualification has a total 40 guided learning hours. Each unit has a GLH of 20 hours Assessment for Level 2 ( ) The Level 1 Certificate is assessed by: A written/oral test (unit 001) A centre devised scenario (unit 002) Written/oral test The written/oral test assesses the candis knowledge and understanding of Health, Safety and Customer Care. Questions are selected from a question bank, which is externally set and internally marked. The questions provided allow flexibility for the assessment to be designed depending on the learner. The learner has 30 minutes to complete the health and safety questions and 1 hour to complete the customer care questions. The test is graded pass/fail. Centre devised scenario The centre devised scenario will demonstrate that the candis are able to make and receive calls using organisational systems and equipment. It is internally set and marked. The learner has 1 hour to complete the assessment. The assessment is graded pass/fail Administration Qualification QCA Ref GLH Last registration Last certification Level 1 Certificate in Contact Centre Skills 500/2988/ /09/ /09/2011 7

8 Level 2 Certificate for Contact Centre Skills (4422) This qualification is aimed at learners who are in a working and/or learning environment. They will have the opportunity to learn, develop and practice the skills required to make an effective contribution to a general contact centre environment. This award is designed to contribute towards the knowledge and understanding for the core units of the Level 2 NVQs in Contact Centre Operations while containing additional skills and knowledge, which go beyond the scope of the National Occupational Standards. It provides a valuable alternative for those learners who do not have access to the NVQ. For full Certificate, candis must successfully complete the assessments for one core unit and one optional unit Qualification structure Core unit Health, safety and customer care Optional units Sales Route: 202: - Selling through contact centres and personal and organisational improvement Systems Route: Contact centre systems and technology and personal and organisational improvement The qualification has a total 90 guided learning hours. The core unit is 45 GLH The optional units are 45 GLH Assessment for Level 2 ( ) The Level 2 Certificate is assessed by: A multiple choice test (core unit) Practical assignment (optional units) Multiple choice test The written test assesses knowledge and understanding for the core unit. It is an externally set and marked multiple-choice online test. This written test is graded pass/fail. Practical assignment Assignments (one per optional unit) assess practical activities, and also underpinning knowledge. City & Guilds provides an assignment guide, which includes guidance for assessors, including marking schemes and candi instructions. The assignments are graded pass/fail. 8

9 Administration Qualification QCA Ref GLH Last registration Last certification Level 2 Certificate in Contact Centre Skills 100/4422/X 90 31/07/ /07/2012 9

10 Level 3 Certificate for Contact Centre Skills (4422) This qualification is aimed at learners who are in a working and/or learning environment. They will have the opportunity to learn, develop and practice the skills required to make an effective contribution to a general contact centre environment. This award is designed to contribute towards the knowledge and understanding for the Level 3 NVQ for Contact Centre Professionals while containing additional skills and knowledge, which go beyond the scope of the National Occupational Standards. It provides a valuable alternative for those learners who do not have access to the NVQ. The Level 3 Certificate in Contact Centre Skills is recognised as the Technical Certificate for the Advanced Apprenticeship for Contact Centre Professionals. For the full Certificate, candis must successfully complete the assessments for one core unit and one optional unit: Qualification structure Core unit Health, safety and customer care Optional units Sales Route: Selling through contact centres and personal and organisational improvement Planning Route: Staff resource planning for contact centres and personal and organisational improvement Systems Route: Contact centre systems and technology and personal and organisational improvement Supervisor Route: Performance management in contact centres and personal and organisational improvement The qualification has a total 120 guided learning hours. The core unit is 60 GLH The optional units are 60 GLH Assessment for Level 3 ( ) The Level 3 Certificate is assessed by: A written test (core unit) Practical assignment (optional units) Written test This assesses knowledge and understanding. It is an externally set and marked short answer test. The test has 15 questions, a duration of 1 hour 30 minutes and is graded pass/fail. 10

11 Practical assignment Assignments (one per optional unit) assess practical activities, and also underpinning knowledge. City & Guilds provides an assignment guide, which includes guidance for assessors, including marking schemes and candi instructions. The assignments are graded pass/fail. Administration Qualification QCA Ref GLH Last registration Last certification Level 3 Certificate in Contact Centre Skills 100/4423/ /07/ /07/

12 NVQs in/for Contact Centre Operations/Professionals (2703) Key features Extremely flexible will fit the needs of almost any person who works in a contact centre Only two core units everything else is made up of optional units Candis can be at different levels for different skills Uses a credit-value system to complete the qualification allowing more flexibility The new National Occupational Standards recognise that learners work at one level but may undertake individual tasks either above or below their recognised job level. Recognition of this multilevel (spiky-profile) method of working is key to the new City & Guilds NVQs: learners are able to select units of relevant content and level. Each unit has been allocated a points value according to its level. Units are allocated 5, 10, 15, 20, 30, 40 or 50 points. To achieve a full Contact Centre NVQ, learners must achieve a minimum total number of points, these are: Level 1 40 points Level points Level points Level points. Learners must take two mandatory units Develop personal and organisational effectiveness, at least at the level of the award and Health & Safety in ICT and Contact Centres unit at least at level 1. Learners may then choose from any of the optional units provided that 60% of the total points required is at the level of the qualification. For a level 1 NVQ, 60% of the above points must be at level 1 ie 25 points For a level 2 NVQ, 60% of the above points must be at level 2 ie 60 points For a level 3 NVQ, 60% of the above points must be at level 3 ie 110 points For a level 4 NVQ, 60% of the above points must be at level 4 ie 170 points. Candis can do a maximum of two restricted option units. The restricted option units comprise of the : IT units Imported units Sector Specific unit Specialist or bespoke software unit 12

13 Administration Qualification QCA number Last registration Last certification Level 1 NVQ in Contact Centre 100/5899/0 31/07/ /07/2011 Operations Level 2 NVQ in Contact Centre 100/4758/X 31/07/ /07/2012 Operations Level 3 NVQ for Contact Centre 100/4759/1 31/07/ /07/2013 Professionals Level 4 NVQ for Contact Centre Operations 100/4760/8 31/07/ /07/

14 Unit titles Level 1 Level 2 Level 3 Level 4 Level 5 Mandatory units Health and Safety in ICT and Contact Centres Develop personal and organisational effectiveness Contact Centre units Contact Centre systems and technology Customer care Direct selling and customer acquisition in Contact Centres Interpersonal and written communications Performance management Remote support for products or services Staff resource planning for Contact Centres Incident Management IT units (restricted option) Use IT systems Use IT to exchange information General uses of IT Use IT software Internet and intranets Word processing software Spreadsheet software Database software Imported units (restricted option) Identify individual learning aims and programmes Agree learning programmes with learners Develop training sessions Enable learning through presentations Enable learning through demonstrations and instruction Enable individual learning through coaching Enable group learning Support learners by mentoring in the workplace

15 Support and advise individual learners Monitor and review progress with learners Support competence achieved in the workplace Support efficient use of resources Contribute to the selection of personnel for activities Contribute to the development of teams and individuals Lead the work of teams and individuals to enhance performance Respond to poor performance in your team Facilitate meetings Provide advice and support for the development and implementation of quality systems Carry out quality audits Contribute to improvements at work Provide advice and support for the development and implementation of quality policies Manage the change in organisational activities Manage the use of physical resources Manage the use of financial resources Select personnel for activities Develop teams and individuals to enhance performance Manage the performance of teams and individuals Deal with poor performance in your team Facilitate meetings Chair and participate in meetings Implement quality assurance systems Develop operational objectives for the project Develop a detailed schedule for the project Identify perceived risks and evaluate options for their control

16 Co-ordinate, monitor and control project schedules Ensure the completion of project activities Determine the effective use of resources Delegate work to others Manage continuous quality improvement Develop strategic objectives for the project Identify and evaluate options for the project Prepare the business case for the project Prepare a project brief Identify strategic risk and evaluate options for minimising project risk Develop outline programmes or schedules for projects Specify the progress of projects Evaluate projects Sector specific unit Specialist or Bespoke Software This can be accredited from any suite of NVQs which is relevant to the candi s job role. The UV of this unit is determined by the qualification level in which it will be used up to a maximum of 40. Availability of these units is at the discretion of the Awarding Bodies. In this context sector means an occupational sector as defined by the Skills for Business Network. 16

17 Apprenticeship/Advanced Apprenticeship for Contact Centres (9019) An apprenticeship brings together the best of education and employment. Apprentices benefit from on-the-job training so that they gain valuable and practical experience, as well as specific work-related skills. They can also spend time studying at college or with a learning provider to equip them with relevant and recognised qualifications. An Apprenticeship usually lasts one year. Apprentices work towards an NVQ level 2 (equivalent to 5 GCSEs grade A-C), Key Skills qualifications and in most cases a Technical Certificate. An Advanced Apprenticeship usually lasts at least two years. Apprentices work towards an NVQ level 3 (equivalent to 2 A levels or 1 vocational A level), Key Skills qualifications and a Technical Certificate. Level 2 Apprenticeship Package ( )* Level 2 NVQ in Contact Centre Operations (2703) Key Skills: Communication Level 1 Application of Number Level 1 Level 3 Advanced Apprenticeship Package ( ) Level 3 NVQ for Contact Centre Professionals (2703) Level 3 Certificate in Contact Centre Skills (4422) Key Skills: Communication Level 2 Application of Number Level 2 In order to run the Apprenticeship/Advanced Apprenticeship, centres MUST be approved to offer ALL of the following: 2703 NVQ in/for Contact Centre Operations/Professionals 4422 Level 3 Certificate in Contact Centre Skills 3638 Key Skills * There is no requirement for a technical certificate at Level 2. Full details of the Apprenticeship/Advanced Apprenticeship for Contact Centres and ERR workbooks can be downloaded from the e-skills UK website 17

18 Related websites Sector Skills Body (SSB) e-skills UK Customer Contact Association CCA - Call Northwest 18

19 Further information Further information regarding centre/scheme approval or any aspect of assessment of our qualifications should be referred to the relevant City & Guilds regional/national office: Region Telephone Facsimile City & Guilds Scotland City & Guilds North East City & Guilds North West City & Guilds Yorkshire City & Guilds Wales City & Guilds West Midlands City & Guilds East Midlands City & Guilds South West City & Guilds London and South East City & Guilds Southern City & Guilds East City & Guilds Northern Ireland/ Ireland City & Guilds Customer Relations Unit Website