Pearson Education Ltd · Level 2
Pearson BTEC Level 2 Award in Contact Centre Skills
You don’t just earn this. You learn to use it, one-to-one, on your own real work.
- LevelLevel 2
- Total credits2
- Guided learning10 hours
- Units in this qualification3
Awarded by Pearson Education Ltd · on the Ofqual register
What you’ll learn
What each unit actually teaches you to do
The Pearson BTEC Level 2 Award develops skills relevant to contact centre roles. Learners will explore contact centre operations, teamwork, and customer service. It is intended for those working in, or aspiring to work in, digital technology user environments.
These are the units Pearson Education Ltd 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 operationsReal unit · Pearson Education Ltd
What you'll be able to do
- Describe the different roles within a contact centre environment
- Explain the responsibilities associated with various contact centre roles
- Identify the different types of technology and systems used in contact centres
- Describe the functions of different contact centre technologies and systems
- Follow established contact centre procedures for different tasks
- Adhere to organisational policies and guidelines when performing contact centre duties
- Explain the importance of data protection in contact centres
- Comply with data protection regulations and organisational policies when handling customer information
Dealing with contact centre customersReal unit · Pearson Education Ltd
What you'll be able to do
- Explain the core principles of customer service in a contact centre setting
- Describe the importance of providing excellent customer service
- Communicate effectively with customers using appropriate language and tone
- Adapt communication style to suit different customer personalities and situations
- Handle customer enquiries efficiently and professionally
- Provide accurate and helpful information to customers
- Resolve customer complaints in a timely and satisfactory manner
- Follow established procedures for handling customer complaints
- Identify and understand the diverse needs of different customers
- Tailor service delivery to meet individual customer requirements
Teamwork and problem solving in contact centresReal unit · Pearson Education Ltd
What you'll be able to do
- Explain the fundamental principles of effective teamwork
- Describe the benefits of collaborative working in a contact centre environment
- Contribute actively to the achievement of team goals
- Support team members in their tasks and responsibilities
- Solve problems effectively as part of a team
- Participate in team problem-solving activities
- Apply appropriate problem-solving techniques to address challenges
- Evaluate the effectiveness of different problem-solving approaches
- Communicate clearly and effectively with team members
- Use appropriate communication methods to convey information within a team
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 2 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.
Where this can lead
Contact Centre Manager
Your journey as a Contact Centre Manager is a launchpad for significant leadership roles. Whether you choose to deepen your expertise in customer experience, broaden your scope across operations, or ultimately lead at the executive level, the foundations you build here will set you up for a truly impactful career. We're excited to see where you take it.
See the whole journey →Showing 6 roles, drawn from 22 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 roles and responsibilities within contact centre operations. Learners will understand relevant technology and systems, follow established procedures, and apply data protection principles in their work.
- Remember
- Understand
- Apply
- Analyse
- Evaluate
- Create
Built for Pearson BTEC Level 2 Award in Contact Centre Skills
3 units in this credential, in the order it lists them, awarded by Pearson Education Ltd.
- Contact centre operations
- Dealing with contact centre customers
- Teamwork and problem solving in contact centres
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.
Browse current qualifications