City and Guilds of London Institute · RQF Level 1
City & Guilds Level 1 NVQ Certificate in Contact Centre Operations (QCF)
You don’t just earn this. You learn to use it, one-to-one, on your own real work.
- LevelRQF Level 1
- Total credits21
- Units in this qualification14
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.
Communicate information to customers through a contact centreReal unit · City and Guilds of London Institute
What you'll be able to do
- Talk to customers on a familiar subject in a contact centre
- Communicate in writing on a familiar subject in a contact centre
- Understand how to communicate with customers in a contact centre
Communicate using customer service languageReal unit · City and Guilds of London Institute
What you'll be able to do
- Identify customers and their characteristics and expectations
- Identify their organisation’s services and products
- Communicate using customer service language
Comply with health and safety procedures in a contact centreReal unit · City and Guilds of London Institute
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 customer service in a contact centreReal unit · City and Guilds of London Institute
What you'll be able to do
- Meet customer expectations in a contact centre
- Meet organisational and regulatory requirements during customer contact
- Gather specified customer satisfaction information in a contact centre
- Understand the purpose of customer service in a contact centre
Contribute to sales activities in a contact centreReal unit · City and Guilds of London Institute
What you'll be able to do
- Gather and use specified sales information effectively in a contact centre
- Make direct sales to customers effectively through a contact centre
- Understand the key aspects of sales activities within a contact centre
Develop your own customer service skills through self-studyReal unit · City and Guilds of London Institute
What you'll be able to do
- Find ways to learn more about customer service and their job
- Use sources of self-development to extend their customer service skills and knowledge
- Develop their own customer service skills through self-study
Improve personal effectiveness at work in a contact centreReal unit · City and Guilds of London Institute
What you'll be able to do
- Assess personal effectiveness in a contact centre
- Carry out development activities to improve personal effectiveness in a contact centre
- Work with others in a contact centre team to improve personal performance
- Understand how to improve personal effectiveness in a contact centre
Maintain a positive and customer-friendly attitudeReal unit · City and Guilds of London Institute
What you'll be able to do
- Show the right attitude for customer service
- Show appropriate and positive behaviours to customers
- Maintain a positive and customer-friendly attitude
Recognise and deal with customer queries, requests and problemsReal unit · City and Guilds of London Institute
What you'll be able to do
- Recognise and deal with customer queries and requests
- Recognise and deal with customer problems
- Recognise and deal with customer queries, requests and problems
Selling by telephone - inboundReal unit · City and Guilds of London Institute
What you'll be able to do
- Understand how to sell by telephone (inbound)
- Understand how to close the sale during inbound telephone sales calls
- Prepare for the inbound telephone sales call
- Identify customer needs during inbound telephone sales calls
- Present products and/or services to the customer during inbound telephone sales calls
- Deal with sales objections during inbound telephone sales calls
- Close the sale during inbound telephone sales calls
Selling by telephone - outboundReal unit · City and Guilds of London Institute
What you'll be able to do
- Understand how to sell by telephone (outbound)
- Understand how to close the sale during outbound telephone sales calls
- Prepare for the inbound telephone sales call
- Identify customer needs during outbound telephone sales calls
- Present products and/or services to the customer during outbound telephone sales calls
- Deal with sales objections during outbound telephone sales calls
- Close the sale during outbound telephone sales calls
Take details of customer service problemsReal unit · City and Guilds of London Institute
What you'll be able to do
- Respond to customers who raise a problem
- Gather details from customers who raise a problem
- Pass details of problems raised by customers to the colleague who can deal with them
- Take details of customer service problems
Use specific features of contact centre systems and technologyReal unit · City and Guilds of London Institute
What you'll be able to do
- Use contact centre systems and technology to carry out customer contact tasks
- Understand contact centre systems and technology
Work with others to support customers in a contact centreReal unit · City and Guilds of London Institute
What you'll be able to do
- Establish and validate customers’ identities in a contact centre
- Communicate information about specified products and/or services in a contact centre
- Hand over customer contacts to others in a contact centre
- Understand how support for customers in a contact centre is provided
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
Customer Service Associate
Your journey starts here, but where it goes is really up to you. We're here to support your ambitions, whether that's becoming a team leader, a deep subject matter expert, or even moving into other areas of the business. We believe in growing our own talent, and this role is a brilliant foundation for a rewarding career.
See the whole journey →Showing 6 roles, drawn from 14 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 NVQ Certificate in Contact Centre Operations (QCF)
14 units in this credential, in the order it lists them, awarded by City and Guilds of London Institute.
- Communicate information to customers through a contact centre
- Communicate using customer service language
- Comply with health and safety procedures in a contact centre
- Contribute to customer service in a contact centre
- Contribute to sales activities in a contact centre
- Develop your own customer service skills through self-study
and 8 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.