City and Guilds of London Institute · RQF Level 1
City & Guilds Level 1 Certificate for Introduction to the Contact Centre Industry (QCF)
You don’t just earn this. You learn to use it, one-to-one, on your own real work.
- LevelRQF Level 1
- Total credits14
- Units in this qualification7
Awarded by City and Guilds of London Institute · on the Ofqual register
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See how this course maps onto your role
Ten quick questions, one per Future Fluency, asked against this qualification rather than a generic one.
About 5 minutes · No card · Nothing to commit to
What you’ll learn
What each unit actually teaches you to do
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.
Call Handling SkillsReal unit · City and Guilds of London Institute
What you'll be able to do
- Demonstrate use of vocal techniques required in call handling
- Demonstrate effective use of listening skills and techniques required in call handling
- Manage customer dialogue to meet customer needs
- Maintain customer service throughout customer dialogue
- Demonstrate use of sales skills required within inbound call handling
- Use an electronic system or word processing software to record call information
Communication Skills in a Customer Service EnvironmentReal unit · City and Guilds of London Institute
What you'll be able to do
- Describe the importance of good communication skills for personal impact
- Understand about verbal and non verbal communication when using the phone and face to face
- Describe customer service concepts
- Understand the skills needed to deliver customer service
Personal Aptitudes for Contact Centre EmploymentReal unit · City and Guilds of London Institute
What you'll be able to do
- Understand the principles of team working
- Describe the importance of positive attitude in customer service
- Describe how challenges and barriers may be overcome
- Describe skills and development needs in a contact centre environment
Preparing to Handle Customer Problems and ComplaintsReal unit · City and Guilds of London Institute
What you'll be able to do
- Describe causes of customer complaints within a contact centre environment
- Understand the skills and attitude needed to handle angry customers
- Describe the process for handling angry customers
Principles of Call Handling SkillsReal unit · City and Guilds of London Institute
What you'll be able to do
- Describe vocal techniques required for telephone communication
- Understand the importance of listening skills in meeting customer needs
- Identify listening skills required for telephone communication and their importance
- Understand customer management principles and techniques required for call handling
Principles of SalesReal unit · City and Guilds of London Institute
What you'll be able to do
- Identify situations requiring sales skills, recognising opportunities to influence and persuade.
- Understand selling principles, including building rapport, identifying needs, and presenting solutions.
- Understand sales processes, from initial contact to closing the sale and providing after-sales support.
The Contact Centre IndustryReal unit · City and Guilds of London Institute
What you'll be able to do
- Understand the purpose and functions of contact centres
- Understand the benefits of contact centres
- Understand the internal structures and working environments of contact centres
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 1 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
Senior Associate / Team Lead, International Contact Centre
Your journey starts here, but where it goes is really up to you. We're here to support your growth, whether that's climbing the management ladder or becoming an unparalleled individual contributor. The key is to keep learning, keep helping, and keep delivering for our customers.
See the whole journey →Showing 6 roles, drawn from 9 job records mapped to this qualification.
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
- Remember
- Understand
- Apply
- Analyse
- Evaluate
- Create
Built for City & Guilds Level 1 Certificate for Introduction to the Contact Centre Industry (QCF)
7 units in this credential, in the order it lists them, awarded by City and Guilds of London Institute.
- Call Handling Skills
- Communication Skills in a Customer Service Environment
- Personal Aptitudes for Contact Centre Employment
- Preparing to Handle Customer Problems and Complaints
- Principles of Call Handling Skills
- Principles of Sales
and 1 more in the full unit list below.
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.
Earned on your own work, taught to the top.
Everything you just read, learned one-to-one on the job you already do. Your first module is free, so you can see the teaching before you pay for any of it.
Build my plan, freeNo card. See how this qualification maps onto your role and meet the tutors who’d teach it, free. The learning begins when you subscribe. It’s £70 a month, billed monthly. Cancel any time and billing stops.