Contact Centre

The contact centre industry is dominated by technology and technological changes. Being employed in a contact centre necessarily involves keeping up to date with all the latest developments in software, computing and communication advancements. In addition, a high level of competence in smart phone technology and social networking now plays a big role in overall contact centre operations.

Developing strong general customer service skills allied with high levels of competency in all of the relevant technologies now forms a major part of our Contact Centre training focus.


The Contact Centre National Occupational Standards are designed to be used by Contact Centres in all Sectors.

Contact Centre


A wide range of vocational and knowledge based Contact Centre qualifications are available within the UK and internationally. We have developed a number of specific Contact Centre vocational and knowledge based qualifications including NVQs/SVQs and Technical (knowledge based) Certificates at levels 2, 3 and 4.

Full details of all available qualifications in England, NI and Wales can be found at the Register of Regulated Qualifications. For qualifications in Scotland please visit the SQA.

Please find below the latest assessment strategy for Contact Centre NVQs/SVQs.

QCF units

QCF units have been developed to cover the knowledge and skills needed by those in Contact Centre related roles.

Contact Centres QCF Units


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