Pearson Education Ltd · RQF Level 2
Pearson Edexcel Level 2 NVQ Certificate In Contact Centre Operations
You don’t just earn this. You learn to use it, one-to-one, on your own real work.
- LevelRQF Level 2
- Total credits28
- Guided learning93 hours
- Units in this qualification24
Awarded by Pearson Education Ltd · 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 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.
Buddy a colleague to develop their customer service skillsReal unit · Pearson Education Ltd
What you'll be able to do
- Plan and prepare to buddy a colleague
- Support their buddy colleague on the job
- Provide buddy support off the job
- Understand how to buddy a colleague to develop their customer service skills
Carry out direct sales activities in a contact centreReal unit · Pearson Education Ltd
What you'll be able to do
- Gather information needed for direct sales activities in a contact centre
- Carry out direct sales to customers through a contact centre
- Keep accurate and up-to-date direct sales records within a contact centre
- Comply with relevant regulations and legislation during direct sales activities in a contact centre
- Understand how to conduct sales activities effectively in a contact centre environment
Communicate information to customers in different but familiar contexts through a contact centreReal unit · Pearson Education Ltd
What you'll be able to do
- Talk to customers on familiar subjects in a contact centre
- Communicate in writing on familiar subjects in a contact centre
- Understand the requirements of customer communication in a contact centre
Comply with health and safety procedures in a contact centreReal unit · Pearson Education Ltd
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
Deal with customers using bespoke softwareReal unit · Pearson Education Ltd
What you'll be able to do
- Prepare to deliver customer service using bespoke software
- Deliver customer service using bespoke software
- Understand how to deal with customers using bespoke software
Deal with incoming telephone calls from customersReal unit · Pearson Education Ltd
What you'll be able to do
- Use communication systems effectively
- Establish rapport with customers who are calling
- Deal effectively with customer questions and requests
- Deal with incoming telephone calls from customers
Deliver customer service through a contact centreReal unit · Pearson Education Ltd
What you'll be able to do
- Establish rapport with customers in a contact centre
- Support customer service delivery through a contact centre
- Deliver customer service in a contact centre
- Understand customer service in contact centres
Deliver customer service to difficult customersReal unit · Pearson Education Ltd
What you'll be able to do
- Recognise when customers may be difficult to deal with
- Deal with difficult customers
- Understand how to deliver customer service to difficult customers
Develop your own customer service skills through self-studyReal unit · Pearson Education Ltd
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
Follow the rules to deliver customer serviceReal unit · Pearson Education Ltd
What you'll be able to do
- Follow their organisation’s customer service practices and procedures
- Follow the rules to deliver customer service
Give customers a positive impression of yourself and your organisation.Real unit · Pearson Education Ltd
What you'll be able to do
- Establish rapport with customers
- Respond appropriately to customers
- Communicate information to customers
- Understand how to give customers a positive impression of themselves and the organisation
Handling objections and closing salesReal unit · Pearson Education Ltd
What you'll be able to do
- Understand how to handle sales objections effectively and professionally
- Understand different techniques for closing a sale successfully
- Handle objections from potential customers in a professional and effective manner
- Close sales effectively, achieving targets and customer satisfaction
Improve personal effectiveness at work in a contact centreReal unit · Pearson Education Ltd
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
Inputting and accessing sales or marketing data in information systemsReal unit · Pearson Education Ltd
What you'll be able to do
- Understand how to input sales or marketing data accurately into information systems.
- Understand how to access sales or marketing data effectively within information systems.
- Understand the use of various sales or marketing information sources and systems within an organisation.
- Input sales or marketing data into relevant databases to support sales or marketing activities.
- Use databases to extract and analyse information to support sales or marketing activities.
Maintain customer service through effective handoverReal unit · Pearson Education Ltd
What you'll be able to do
- Agree joint responsibilities in a customer service team
- Check that customer service actions are seen through by working together with colleagues
- Understand how to maintain customer service through effective handover
Process customer service complaintsReal unit · Pearson Education Ltd
What you'll be able to do
- Recognise the signs that a query or problem is about to produce a complaint
- Deal with a complaint effectively
- Understand how to process customer service complaints
Process information about customersReal unit · Pearson Education Ltd
What you'll be able to do
- Collect information about customers
- Select and retrieve information about customers
- Supply information about customers
- Understand how to process customer service information
Promote additional services or products to customersReal unit · Pearson Education Ltd
What you'll be able to do
- Identify additional services or products that are available
- Inform customers about additional services or products
- Gain customer commitment to using additional services or products
- Understand how to promote additional services or products to customers
Provide support through a contact centre for specified products and/or servicesReal unit · Pearson Education Ltd
What you'll be able to do
- Establish and validate customers’ identity in a contact centre
- Support customer needs for information and decisions about a range of products and/or services in a contact centre
- Understand how to support customers in a contact centre
Resolve customer service problemsReal unit · Pearson Education Ltd
What you'll be able to do
- Spot customer service problems
- Pick the best solution to resolve customer service problems
- Take action to resolve customer service problems
- Resolve customer service problems
Support customers and colleagues when providing contact centre servicesReal unit · Pearson Education Ltd
What you'll be able to do
- Communicate information about products and/or services to customers in a contact centre
- Monitor compliance with organisational requirements for customer contacts
- Provide advice and support to colleagues in a contact centre
- Understand how to support colleagues and customers in a contact centre
Support customers using on-line customer servicesReal unit · Pearson Education Ltd
What you'll be able to do
- Establish the type and level of support their customer needs to achieve on-line customer service
- Support on-line customer service in conversation with their customer
- Understand how to support customers using on-line services
Time planning in salesReal unit · Pearson Education Ltd
What you'll be able to do
- Understand how to manage time effectively in a sales role, including identifying key tasks and deadlines.
- Understand how to prioritise tasks in a sales role based on importance and urgency.
- Plan own time in a sales role by creating schedules and allocating time for specific activities.
- Evaluate the effectiveness of time planning in a sales role by monitoring progress and identifying areas for improvement.
Use systems and technology during customer contact in a contact centreReal unit · Pearson Education Ltd
What you'll be able to do
- Use features of systems and technology to handle customer contacts in a contact centre
- Report on customer and contact handling information using pre-defined formats
- Understand the uses of contact centre systems and technology
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.
- Deliver Excellent Customer Service Using Bespoke Software
- Deliver customer service in a contact centre
- Effectively Manage Difficult Customers & Resolve Issues
- Expand Offerings: Enhance Customer Satisfaction & Sales
- Give customers a positive impression of yourself and your organisation
- Provide information and support about services and products in a contact centre
- Resolve Customer Service Problems
- Support customers using online customer service
Where this can lead
Compliance & Safety Coordinator
Your journey starts here, but where it goes is really up to you. We'll provide the opportunities and support, and you bring the drive and curiosity. There's a clear path to becoming a true expert in compliance and safety, making a real difference to people's lives and our business.
See the whole journey →Showing 6 roles, drawn from 17 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
- Remember
- Understand
- Apply
- Analyse
- Evaluate
- Create
Built for Pearson Edexcel Level 2 NVQ Certificate In Contact Centre Operations
24 units in this credential, in the order it lists them, awarded by Pearson Education Ltd.
- Buddy a colleague to develop their customer service skills
- Carry out direct sales activities in a contact centre
- Communicate information to customers in different but familiar contexts through a contact centre
- Comply with health and safety procedures in a contact centre
- Deal with customers using bespoke software
- Deal with incoming telephone calls from customers
and 18 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.