City and Guilds of London Institute · Level 3
City & Guilds Level 3 Certificate in Contact Centre Skills
You don’t just earn this. You learn to use it, one-to-one, on your own real work.
- LevelLevel 3
- Units in this qualification5
Awarded by City and Guilds of London Institute · on the Ofqual register
What you’ll learn
What each unit actually teaches you to do
The Level 3 Certificate in Contact Centre Skills builds upon Level 2, focusing on advanced skills for contact centre professionals. It covers performance management, sales strategies, and staff resource planning. This qualification is suitable for individuals looking to progress into supervisory or team leader roles.
These are the units City and Guilds of London Institute registers against this qualification. It is a catalogue, not a syllabus. Which of them you take depends on the combination the qualification requires, and that is set by the awarding body rather than by us. Every unit here is regulated, and every one you earn is yours to keep.
Contact centre systems and technology and personal and organisational improvementReal unit · City and Guilds of London Institute
What you'll be able to do
- Understand the different types of contact centre systems and their functionalities.
- Effectively use contact centre technology, including telephone systems, CRM software, and other relevant tools.
- Troubleshoot common system issues and escalate complex problems to the appropriate support teams.
- Understand a range of personal development techniques and strategies that can be used to enhance individual skills and knowledge.
- Actively contribute to organisational improvement initiatives by suggesting and implementing changes to processes and procedures.
Health, safety and customer careReal unit · City and Guilds of London Institute
What you'll be able to do
- Understand relevant health and safety regulations and legislation applicable to the workplace.
- Identify potential hazards and risks in the work environment.
- Implement appropriate safety procedures and protocols to minimise risks and ensure a safe working environment.
- Understand the core principles of customer care and the importance of providing excellent service.
- Provide excellent customer service by effectively addressing customer needs and resolving queries.
- Handle difficult or challenging customers in a professional and empathetic manner.
Performance management in contact centres and personal and organisational improvementReal unit · City and Guilds of London Institute
What you'll be able to do
- Understand the fundamental principles underpinning performance management within contact centres.
- Effectively monitor individual and team performance against agreed targets and key performance indicators (KPIs).
- Identify specific areas where performance improvement is required for individuals and teams.
- Understand a range of personal development techniques and strategies that can be used to enhance individual skills and knowledge.
- Actively contribute to organisational improvement initiatives by suggesting and implementing changes to processes and procedures.
Selling through contact centres and personal and organisational improvementReal unit · City and Guilds of London Institute
What you'll be able to do
- Analyse different sales techniques used in contact centres and their effectiveness.
- Evaluate personal performance against key performance indicators (KPIs) and identify areas for improvement.
- Lead organisational improvement initiatives within a contact centre to enhance efficiency and customer satisfaction.
- Evaluate the sales process and identify opportunities for optimisation.
- Identify and meet complex customer needs through effective communication and problem-solving skills.
- Understand different sales strategies and how to implement them in a contact centre environment.
Staff resource planning for contact centres and personal and organisational improvementReal unit · City and Guilds of London Institute
What you'll be able to do
- Understand the fundamental principles of staff resource planning in a contact centre environment.
- Forecast staffing needs based on historical data, anticipated call volumes, and other relevant factors.
- Create efficient and effective staff schedules that meet operational requirements and employee needs.
- Understand the impact of resource planning decisions on customer service levels, employee satisfaction, and overall business performance.
- Actively contribute to organisational improvement initiatives by suggesting and implementing changes to processes and procedures.
The honest bit
You’ve started things before
Most courses were built for a room full of people who aren’t you. A cohort moves on whether or not your week allowed it, and by the third week the thing you’re behind on becomes the reason you stop opening it.
There’s no cohort here, and no timetable to fall behind. Before anything starts, Zavmo asks when you’re sharpest and how long you can realistically sit down for, then builds the sessions around those answers. A bad fortnight changes your pace. It doesn’t put you behind.
And you only pay once you start learning. Searching and planning are free, and you can cancel any time — so the cost of finding out is an afternoon, not a year.
Your passport
Every credit is a stamp you keep
Level 3 credits are regulated. They don’t vanish when a subscription ends or a website closes. They travel to any employer, and Zavmo keeps the map of what you’ve earned and what’s next.
Each stamp is a real unit registered against this qualification.
Who’d teach you this
The Evidence Evaluator
Assessor
Helps you show what you can actually do, gathering the evidence that proves it as you learn.
Meet all twelve tutorsWhere this connects
Where these credits take you
A qualification is never a dead end here. See the jobs its credits open, the national occupational standards its units map to, and the future skills they quietly build.
- Develop and manage strategies for use of contact centre systems and technologies
- Develop standards and targets to enhance contact centre performance
- Manage resource planning and improve resource allocation in a contact centre
- Manage team and individual performance in contact centre operations
Where this can lead
Contact Centre Manager
Your journey here isn't just about climbing a ladder; it's about building a robust skillset that will serve you well, wherever your career takes you. We're here to support that growth every step of the way.
See the whole journey →Showing 6 roles, drawn from 62 job records mapped to this qualification.
Skills it covers
What the job actually needs. These are the standards the units are built against, in the words employers and awarding bodies already use for the work itself.
How you’ll actually learn this
One-to-one, on your own real work
A qualification is usually something done to you: sit the class, sit the exam, hope it sticks. Here it’s the opposite. You learn it one-to-one with a companion, on your own real work, and you keep going until you can use it, not just recall it.
Applied to your work in any of these jobs
This unit covers the understanding and use of contact centre systems such as ACD, IVR, and CRM. Learners will develop skills to operate contact centre technology, troubleshoot system issues, and apply personal development techniques to contribute to organisational improvement.
- Remember
- Understand
- Apply
- Analyse
- Evaluate
- Create
Built for City & Guilds Level 3 Certificate in Contact Centre Skills
5 units in this credential, in the order it lists them, awarded by City and Guilds of London Institute.
- Contact centre systems and technology and personal and organisational improvement
- Health, safety and customer care
- Performance management in contact centres and personal and organisational improvement
- Selling through contact centres and personal and organisational improvement
- Staff resource planning for contact centres and personal and organisational improvement
One to one, not one to many
No two people run this the same way
A course is written once and handed to everyone. This is assembled around you, and keeps changing as it learns you. Five things it reads, and what each one changes.
- Your actual work Every unit is taught against a live piece of your own work, not a worked example from a textbook.
- What you already know The first conversation finds your starting point, so you skip what you can already do and spend the time on what you cannot.
- The conditions you learn under Not a learning-styles quiz. The evidence does not support those. The dimensions the research does back, read once and used to shape the plan.
- How far you got last time It picks up mid-thought. The tutor knows what you said, what you struggled with, and what it asked you to try.
- Which tutor suits the moment Twelve of them, each for a different kind of thinking. The one who walks you through a first idea is not the one who stress-tests it.
See how you learn, free. Eight questions, no sign-up. A directional taster; the diagnostic inside Zavmo goes deeper and keeps adapting.
Why it sticks
Most courses stop at remembering
There’s a well-known ladder of how deeply you learn something, called Bloom’s Taxonomy. Most courses get you up the first two rungs: you remember some facts, you pass a test, you forget it. Real skill lives at the top. Judging, deciding, creating. And this isn’t a generic ladder: every rung has a named Zavmo tutor who walks you up it.
- 6CreateThe Creative Catalyst
- 5EvaluateThe Evidence Evaluator
- 4AnalyseThe Analyst
- 3ApplyThe Coach
- 2UnderstandThe Connector
- 1RememberThe Builder
Where most courses leave you Where Zavmo takes you
The value
Why the companion is worth £70 a month
You’re not paying for the units. They’re regulated, and the same wherever you earn them. You’re paying for the one thing that decides whether you actually get there: a companion that makes them stick, on your real work.
That is one-to-one on this qualification, every day, on the work you already do, for £70 a month. Your first module is free, so you can see the teaching before you pay for any of it. Billed monthly, cancel any time and billing stops.
This qualification is no longer awarded.
Registrations for it closed some time ago, so it cannot be started today. It appears here because it is on the Ofqual register and may be one you already hold. If you are looking for a current route, browse the qualifications that are still open.
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