01What it is
These are the units NCFE 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. Zavmo teaches towards them on your own work.
Zavmo is not an awarding body, is not an approved centre, and is not affiliated with NCFE. It does the teaching and the mapping. NCFE sets this qualification and awards it, and a qualified human assessor makes the assessment decision.
02The units
What each unit actually teaches you to do
Analyse the market in which your organisation operates Real unit · NCFE
What you'll be able to do
- Analyse customers’ needs.
- Analyse the market using research tools and techniques.
- Communicate research findings to inform managerial decisions.
Apply technology or other resources to improve customer service Real unit · NCFE
What you'll be able to do
- Identify and specify opportunities for customer service improvement
- Evaluate options for applying technology or other resources to improve customer service
- Oversee the implementation of resource changes to improve customer service
- Understand how to apply technology or other resources to improve customer service
Champion customer service Real unit · NCFE
What you'll be able to do
- Promote the importance and benefits of customer service
- Provide advice and information on customer service issues
- Champion customer service
Comply with health and safety procedures in a contact centre Real unit · NCFE
What you'll be able to do
- Comply with organisational health and safety procedures in a contact centre
- Minimise health and safety risks relating to the job role in a contact centre
- Understand the principles of health and safety in a contact centre
Contribute to performance management in a contact centre Real unit · NCFE
What you'll be able to do
- Monitor individual and team performance in a contact centre
- Contribute to the enhancement of performance in a contact centre
- Understand performance management in a contact centre
Contribute to resource plan development in contact centre operations Real unit · NCFE
What you'll be able to do
- Produce demand forecasts for contacts handled by contact centres
- Carry out scheduling and staffing activities in a contact centre
- Understand how to develop a resource plan for contact centre operations
Coordinate customer communication processes in a contact centre Real unit · NCFE
What you'll be able to do
- Develop customer communication policies in a contact centre
- Support the development of customer service procedures and guidelines for use by front line colleagues in a contact centre
- Enhance customer service through effective customer communication in a contact centre
- Understand the principles of managing communication with customers in a contact centre
Coordinate resource planning strategy in a contact centre Real unit · NCFE
What you'll be able to do
- Enhance contact centre strategy in terms of demand and resource implications
- Define organisational policies for resource management for contact centre operations
- Understand resource management strategies for contact centre operations
Develop and enhance performance management systems in a contact centre Real unit · NCFE
What you'll be able to do
- Develop a system for performance-based feedback in a contact centre
- Develop and implement a performance management system in a contact centre
- Direct the strategic plan for change management in contact centre operations
- Understand strategies for the development and enhancement of performance management systems in a contact centre
Develop and evaluate operational plans for own area of responsibility Real unit · NCFE
What you'll be able to do
- Align objectives of own area of responsibility with those of own organisation.
- Implement operational plans in own area of responsibility.
- Monitor and evaluate operational plans in own area of responsibility..
Develop customer service procedures for use in a contact centre Real unit · NCFE
What you'll be able to do
- Set organisational aims and objectives that have an impact on customer service delivery in a contact centre
- Develop procedures for customer service through a contact centre
- Understand the development of customer service procedures in contact centres
Develop health and safety policy and procedures in a contact centre Real unit · NCFE
What you'll be able to do
- Develop a strategy for health and safety in a contact centre
- Support the development of health and safety policy and procedures in contact centre operations
- Understand the principles underpinning health and safety policy in contact centre operations
Develop strategy for contact centre systems and technology Real unit · NCFE
What you'll be able to do
- Develop strategy for contact centre systems and technology
- Develop organisational policy to ensure operational continuity for contact centre systems and technology
- Understand the strategic implications of contact centre systems and technology capability
Develop strategy for incident management by a contact centre Real unit · NCFE
What you'll be able to do
- Develop organisational strategy for incident management through a contact centre
- Develop organisational procedures for incident management through a contact centre
- Understand the development of strategy for incident management through a contact centre
Developing collaborative relationships with other organisations Real unit · NCFE
What you'll be able to do
- Identify potential collabourative opportunities with other organisations.
- Agree the strategic aims and objectives of collabouration.
- Agree methods and expected outcomes of collabouration.
- Instigate and sustain a collabourative relationship with another organisation.
- Review and evaluate the collabouration with another organisation.
Examine staff turnover issues in own area of responsibility Real unit · NCFE
What you'll be able to do
- Examine the reasons for, and impact of, staff turnover whilst maintaining confidentiality in own area of responsibility.
- Compare staff turnover rates across organisations.
- Understand how to turn unexpected staffing turnover into opportunities rather than threats.
Gather, analyse and interpret customer feedback Real unit · NCFE
What you'll be able to do
- Plan to gather customer feedback
- Gather customer feedback
- Analyse and interpret customer feedback
- Understand how to gather, analyse and interpret customer feedback
Handle referred customer complaints Real unit · NCFE
What you'll be able to do
- Investigate referred customer complaints
- Take action to deal with referred customer complaints
- Identify repeated customer complaints and recommend changes to policies and procedures
- Understand how to handle referred customer complaints
Implement quality improvements to customer service Real unit · NCFE
What you'll be able to do
- Plan the introduction of customer service improvements
- Manage the implementation of customer service improvements
- Monitor and evaluate customer service improvements
- Understand how to implement quality improvements to customer service
Improve organisational effectiveness and personal development in a contact centre Real unit · NCFE
What you'll be able to do
- Prepare individual and team development plans in a contact centre
- Organise feedback collection to support personal development and organisational effectiveness in a contact centre
- Promote and support actions to improve organisational effectiveness in contact centre operations
- Understand the principles underpinning personal development and organisational effectiveness in a contact centre
Maintain customer support operations in a contact centre Real unit · NCFE
What you'll be able to do
- Review customer contact activities in a contact centre
- Deal with customer complaints about customer contacts and/or products and/or services
- Ensure compliance with organisational and regulatory requirements in a contact centre
- Understand the management of customer support in a contact centre
Manage customer service delivery in a contact centre Real unit · NCFE
What you'll be able to do
- Manage escalation processes for difficult customer service issues in a contact centre
- Manage the monitoring of customer service performance and feedback in a contact centre
- Review organisational and regulatory requirements for customer service delivery in a contact centre
- Understand the management of customer service in contact centres
Manage direct sales activities in a contact centre Real unit · NCFE
You'll learn to manage direct sales activities in a contact centre, including analysing sales data, evaluating sales techniques, and planning to improve individual and team performance.
What you'll be able to do
- Review the use of sales information and the effectiveness of sales techniques employed within a contact centre.
- Develop comprehensive plans for direct sales activities within a contact centre, aligned with organisational objectives.
- Develop the sales performance of individual team members and the overall team performance in a contact centre environment.
- Understand the key principles and practices involved in the effective management of sales activities within a contact centre.
Manage direct sales operations in a contact centre Real unit · NCFE
It teaches you to contribute to the development of sales strategy and operational procedures in a contact centre. You'll review sales planning, analysis, and reporting to optimise direct sales performance.
What you'll be able to do
- Contribute to the development of the organisation's overall sales strategy within a contact centre environment.
- Develop clear and concise procedures and guidelines to be used for direct sales activities conducted through the contact centre.
- Review sales planning, analysis, and reporting techniques to optimise direct sales performance through the contact centre.
- Understand the fundamental principles that underpin direct sales activities within a contact centre environment.
Manage health and safety procedures in a contact centre Real unit · NCFE
What you'll be able to do
- Review health and safety procedures in a contact centre
- Implement actions to enhance health and safety procedures in a contact centre
- Understand the principles underpinning health and safety in a contact centre
Manage incident management systems in a contact centre Real unit · NCFE
What you'll be able to do
- Ensure the effective management of incidents through a contact centre
- Contribute to the development of organisational strategy for incident management through a contact centre
- Understand the management of incidents reported to a contact centre
Manage resource planning and improvement of resource allocation in a contact centre Real unit · NCFE
What you'll be able to do
- Develop organisational approaches to demand forecasting in a contact centre
- Allocate resources to meet demand in a contact centre
- Contribute to the development of resource policies in a contact centre
- Understand the management of resource plans for contact centre operations
Manage team and individual performance in contact centre operations Real unit · NCFE
What you'll be able to do
- Organise performance-based feedback for contact centre colleagues
- Organise team and individual performance improvement activities for contact centre colleagues
- Manage organisational change in contact centre operations
- Understand the management of performance in a contact centre
Manage the provision of customer support through a contact centre Real unit · NCFE
What you'll be able to do
- Link organisational strategy to customer systems and guidelines in a contact centre
- Review customer service provision in a contact centre
- Ensure compliance with organisational and regulatory requirements during customer contacts
- Understand the management of customer support operations in a contact centre
Manage the use of contact centre systems and technology Real unit · NCFE
What you'll be able to do
- Manage the use of contact centre systems and technology operations
- Modify contact centre system parametres to optimise performance
- Develop policy for continuity and ongoing development of contact centre systems
- Understand the management of contact centre systems and technology
Prepare for and support quality audits Real unit · NCFE
What you'll be able to do
- Understand the quality standards and procedures that apply to own area of responsibility.
- Monitor work in own area of responsibility against quality standards and procedures.
- Prepare for a quality audit in own area of responsibility.
- Discuss quality audit findings with the auditor.
- Complete agreed actions following a quality audit.
Promote equality of opportunity, diversity and inclusion across an organisation Real unit · NCFE
What you'll be able to do
- Understand the benefits of an inclusive and diverse workforce.
- Understand organisation’s responsibilities under equality legislation and relevant codes of practice.
- Benchmark equality, diversity and inclusion.
- Communicate equality, diversity and inclusion policy and procedures.
- Review effectiveness of equality, diversity and inclusion issues.
Review and re-engineer customer service processes Real unit · NCFE
What you'll be able to do
- Scope the customer service processes to be reviewed
- Analyse the customer service process and identify improvement opportunities
- Evaluate improvement options and re-engineer service processes
- Understand how to review and re-engineer customer service processes
Supervise customer service activities in a contact centre team Real unit · NCFE
What you'll be able to do
- Resolve difficulties in customer service in a contact centre
- Monitor customer service performance and compliance with contact centre organisational and regulatory requirements
- Understand customer service activities in contact centres
03The standards
The national standards these units are built against
What the job actually needs, in the words employers and awarding bodies already use for the work itself.
- Standard
Analyze Data, Interpret Results, and Inform Social Marketing
- Standard
Build and Sustain Collaborative Relationships with Other Organisations
- Standard
Build your organisation's understanding of its market and customers
- Standard
Build your organisation's understanding of its market and customers
- Standard
Carry out After-Call Activities
- Standard
Collaborate with partners to jointly commission services
- Standard
Contribute to developing and maintaining positive caller relationships
- Standard
Coordinate Communication for Strategic Organizational Alignment
- Standard
Cultivating a Safe Workplace Through Research and Engagement
- Standard
Define target group segments for social marketing
- Standard
Develop and implement operational plans for your area of responsibility
- Standard
Develop and manage strategies for use of contact centre systems and technologies
- Standard
Develop standards and targets to enhance contact centre performance
- Standard
Develop working relationships with staff from other agencies
- Standard
Develop, sustain and evaluate collaborative working with other organisations
- Standard
Effectively Allocate and Monitor Work Responsibilities
- Standard
Enable improvements in organisational performance
- Standard
Handle customer information to enhance customer service
Showing 18 of 34 standards these units map to.
04Where it leads
The jobs these credits are mapped to
A qualification is never a dead end here. Each of these is a job record this qualification is a mapped route into.
- 3 records
- 2 records
- 2 records
- 4 records
- 1 record
- 4 records
Showing 6 roles, drawn from 166 job records mapped to this qualification. Near-identical records are folded together, and each row says how many it stands for.
Where this can lead
Contact Centre Supervisor
This work can lead to running a contact centre, moving into wider operations management, or focusing on customer experience.
See the whole journey05The credits
The credits, and who awards them
Level 4 credits are regulated, and they are awarded by NCFE rather than by Zavmo. 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 have covered and what is next.
What you would be collecting
Analyse the market in which your organisation operatesApply technology or other resources to improve customer serviceChampion customer serviceComply with health and safety procedures in a contact centreContribute to performance management in a contact centreContribute to resource plan development in contact centre operationsCoordinate customer communication processes in a contact centreCoordinate resource planning strategy in a contact centre
Each one is a real unit registered against this qualification.
What you leave holding
The standards this credential builds, in the shape the product keeps them
Nothing here is marked learned. There is no learner on a public page, so the map shows what the qualification covers rather than what anybody has done.
NCFE Level 4 NVQ Diploma in Contact Centre Operations (QCF)
- Analyze Data, Interpret Results, and Inform Social Marketing
- Build and Sustain Collaborative Relationships with Other Organisations
- Build your organisation's understanding of its market and customers
- Carry out After-Call Activities
- Collaborate with partners to jointly commission services
- Contribute to developing and maintaining positive caller relationships
- Coordinate Communication for Strategic Organizational Alignment
- Cultivating a Safe Workplace Through Research and Engagement
Free tools
Want a read on where you stand?
Three free tools, no account needed. Each one ends with a role, a level and a way in.
This qualification is no longer awarded.
Ofqual lists it as no longer awarded, so it cannot be started today. The last day to be awarded it was 31 August 2017. It is here because people still hold it.
These are open to new learners in the same subject.
- City & Guilds Level 3 NVQ Diploma in Contact Centre Operations
- Highfield Level 1 NVQ Award in Contact Centre Operations (RQF)
- iCQ Level 3 NVQ Diploma in Contact Centre Operations (RQF)
- Focus Awards Level 4 NVQ Diploma in Customer Service (RQF)
The title, level, credits, guided learning hours and unit learning outcomes on this page are taken from the Ofqual Register of Regulated Qualifications. Contains public sector information licensed under the Open Government Licence v3.0. Where this data comes from.