01What it is
These are the units Cambridge OCR 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 Cambridge OCR. It does the teaching and the mapping. Cambridge OCR 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
Buddy a colleague to develop their customer service skills Real unit · Cambridge OCR
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
Build a customer service knowledge set Real unit · Cambridge OCR
What you'll be able to do
- Input details of customer queries and requests and develop responses
- Use a customer service knowledge base
- Understand how to build a customer service knowledge set
Carry out direct sales activities in a contact centre Real unit · Cambridge OCR
You'll gain the skills to carry out direct sales activities in a contact centre, including gathering customer information, conducting sales professionally, maintaining accurate records, and complying with relevant legislation and regulations.
What you'll be able to do
- Gather the information needed to effectively carry out direct sales activities within a contact centre environment
- Carry out direct sales to customers effectively and professionally through a contact centre
- Accurately and comprehensively keep direct sales records within a contact centre, adhering to organisational procedures
- Comply with relevant regulations and legislation during all direct sales activities in a contact centre
- Understand how to conduct sales activities effectively and ethically in a contact centre environment
Champion customer service Real unit · Cambridge OCR
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
Communicate information to customers through a contact centre Real unit · Cambridge OCR
What you'll be able to do
- Communicate verbally with customers referred by others in a contact centre
- Communicate in writing with customers referred by others in a contact centre
- Support colleagues and monitor compliance with organisational communications guidelines in a contact centre
- Understand the principles of communication with customers in a contact centre
Comply with health and safety procedures in a contact centre Real unit · Cambridge OCR
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 · Cambridge OCR
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 · Cambridge OCR
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
Contributing to the development and launch of new products and/or services Real unit · Cambridge OCR
What you'll be able to do
- Understand the product development process
- Contribute to the product and/or service development and launch process
Coordinate customer communication processes in a contact centre Real unit · Cambridge OCR
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
Deal with customers using bespoke software Real unit · Cambridge OCR
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 incidents through a contact centre Real unit · Cambridge OCR
What you'll be able to do
- Deal with incidents through a contact centre
- Use contact centre communications systems to deploy incident management resources
- Understand how to deal with incidents in a contact centre
Develop personal and organisational effectiveness in a contact centre Real unit · Cambridge OCR
What you'll be able to do
- Improve performance in a contact centre
- Obtain feedback on work performance in a contact centre
- Use feedback to improve personal and organisational effectiveness in a contact centre
- Understand the principles underpinning personal and organisational effectiveness in a contact centre
Develop working relationships with colleagues Real unit · Cambridge OCR
What you'll be able to do
- Understand the benefits of working with colleagues.
- Establish working relationships with colleagues.
- Act in a professional and respectful manner when working with colleagues.
- Communicate with colleagues.
- Identify potential work-related difficulties and explore solutions.
Develop your own customer service skills through self-study Real unit · Cambridge OCR
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
Gather, analyse and interpret customer feedback Real unit · Cambridge OCR
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 · Cambridge OCR
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
Handling objections and closing sales Real unit · Cambridge OCR
This unit provides learners with knowledge and skills to handle sales objections and close sales effectively. You'll identify common objections, apply techniques to overcome them, recognise buying signals, and secure customer commitment.
What you'll be able to do
- Understand how to effectively handle sales objections from customers, using appropriate techniques and strategies
- Understand how to successfully close a sale with a customer, securing their commitment and satisfaction
- Handle objections raised by customers during the sales process in a professional and persuasive manner
- Close the sale effectively, achieving sales targets and customer satisfaction
Lead a team to improve customer service Real unit · Cambridge OCR
What you'll be able to do
- Plan and organise the work of a team
- Provide support for team members
- Review performance of team members
- Understand how to lead a team to improve customer service
Lead and manage meetings Real unit · Cambridge OCR
What you'll be able to do
- Prepare to lead a meeting.
- Manage meeting procedures.
- Chair a meeting.
- Undertake post-meeting tasks.
Lead direct sales activities in a contact centre team Real unit · Cambridge OCR
This unit develops learners' ability to lead direct sales activities within a contact centre. You'll carry out sales tasks, analyse sales data to identify trends, and lead a team to achieve sales targets, gaining an understanding of sales dynamics in this environment.
What you'll be able to do
- Carry out sales activities in a contact centre
- Analyse contact centre sales data
- Lead a team involved in direct sales activities in a contact centre
- Understand sales activities in a contact centre team
Leading a sales or marketing team Real unit · Cambridge OCR
You'll develop the ability to lead a sales or marketing team by setting SMART targets, supporting team motivation through effective communication, and monitoring and evaluating team progress to align with organisational objectives.
What you'll be able to do
- Set clear, achievable, and measurable targets for the sales or marketing team, aligned with organisational objectives
- Support the motivation of the sales or marketing team through effective communication, recognition, and development opportunities
- Monitor and evaluate the progress of the sales or marketing team against set targets, providing feedback and implementing improvements as necessary
Maintain customer service through effective handover Real unit · Cambridge OCR
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
Maintain customer support operations in a contact centre Real unit · Cambridge OCR
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 conflict in a team Real unit · Cambridge OCR
What you'll be able to do
- Support team members’ understanding of their role and position within a team.
- Take measures to minimise conflict within a team.
- Understand how to encourage team members to resolve their own conflicts.
- Understand legal and organisational requirements concerning conflict.
Manage customer service delivery in a contact centre Real unit · Cambridge OCR
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 customer service in own area of responsibility Real unit · Cambridge OCR
What you'll be able to do
- Establish and communicate measurable customer service standards for own area of responsibility.
- Support staff in meeting customer service standards.
- Monitor and evaluate customer service performance, systems and processes.
Manage direct sales activities in a contact centre Real unit · Cambridge OCR
It teaches you to manage direct sales activities in a contact centre by reviewing sales information and techniques, developing sales plans, and enhancing individual and team performance, while understanding the management processes involved.
What you'll be able to do
- Review the use of sales information in a contact centre
- Review the use of sales techniques in a contact centre
- Develop plans for direct sales in a contact centre
- Develop individual sales performance in a contact centre
- Develop team sales performance in a contact centre
- Understand the management of sales activities in a contact centre
Manage incidents referred to a contact centre Real unit · Cambridge OCR
What you'll be able to do
- Manage incidents through a contact centre
- Provide support to colleagues on incident management in a contact centre
- Understand how to manage incidents reported to a contact centre
Manage or support equality of opportunity, diversity and inclusion in own area of responsibility Real unit · Cambridge OCR
What you'll be able to do
- Understand own responsibilities under equality legislation, relevant codes of practice and own organisational policies.
- Communicate an organisation’s written equality, diversity and inclusion policy and procedures in own area of responsibility.
- Monitor equality, diversity and inclusion within own area of responsibility.
Manage own professional development within an organisation Real unit · Cambridge OCR
What you'll be able to do
- Assess own career goals and personal development.
- Set personal work objectives.
- Produce a personal development plan.
- Implement and monitor own personal development plan.
Monitor health and safety procedures in a contact centre Real unit · Cambridge OCR
What you'll be able to do
- Assess health and safety risks in a contact centre
- Monitor compliance with health and safety procedures in a contact centre
- Provide guidance on health and safety matters in a contact centre
- Understand the principles underpinning health and safety in their area of work in a contact centre
Monitor the quality of customer service transactions Real unit · Cambridge OCR
What you'll be able to do
- Prepare to monitor the quality of customer service transactions
- Monitor the quality of customer service transactions
- Give feedback on the quality of customer service transactions
- Understand how to monitor the quality of customer service transactions
Negotiating, handling objections and closing sales Real unit · Cambridge OCR
You'll learn to handle customer objections, negotiate effectively, and close sales. They will understand common objections, negotiation principles, and prepare for and manage negotiations to secure successful sales outcomes.
What you'll be able to do
- Understand how to handle objections from customers
- Understand how to negotiate with customers
- Prepare for objections from customers
- Prepare for negotiation with customers
- Handle objections from customers
- Negotiate with customers
- Close the sale following negotiation
Organise the delivery of reliable customer service Real unit · Cambridge OCR
What you'll be able to do
- Plan and organise the delivery of reliable customer service
- Review and maintain customer service delivery
- Use recording systems to maintain reliable customer service
- Understand how to organise the delivery of reliable customer service
Plan, allocate and monitor work of a team Real unit · Cambridge OCR
What you'll be able to do
- Plan work for a team.
- Allocate work across a team.
- Manage team members to achieve team objectives.
- Monitor and evaluate the performance of team members.
- Improve the performance of a team.
Process customer service complaints Real unit · Cambridge OCR
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
Set objectives and provide support for team members Real unit · Cambridge OCR
What you'll be able to do
- Communicate a team’s purpose and objectives to the team members.
- Develop a plan with team members showing how team objectives will be met.
- Support team members identifying opportunities and providing support.
- Monitor and evaluate progress and recognise individual and team achievement.
Supervise customer service activities in a contact centre team Real unit · Cambridge OCR
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
Support customers and colleagues when providing contact centre services Real unit · Cambridge OCR
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 services Real unit · Cambridge OCR
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
Support team members in identifying, developing and implementing new ideas Real unit · Cambridge OCR
What you'll be able to do
- Develop team ideas and develop the creativity of team members
- Assess the viability of team members’ ideas.
- Support team members to implement ideas.
- Implement team ideas.
Support team use of contact centre systems and technology Real unit · Cambridge OCR
What you'll be able to do
- Provide guidance to colleagues on contact centre systems and technology
- Produce new reports in a contact centre
- Adjust system parametres to optimise performance in a contact centre
- Report on potential system enhancements in a contact centre
- Understand the use of systems and technology to support contact centre operations
Work with others to improve customer service Real unit · Cambridge OCR
What you'll be able to do
- Improve customer service by working with others
- Monitor their own performance when improving customer service
- Monitor team performance when improving customer service
- Understand how to work with others to improve customer service
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
Build a Customer Service Knowledge Base
- Standard
Carry out After-Call Activities
- Standard
Communicate with customers in writing and electronically
- Standard
Coordinate Communication for Strategic Organizational Alignment
- Standard
Cultivating a Safe Workplace Through Research and Engagement
- Standard
Deal with customers face-to-face
- Standard
Designing PSG Policies: Ensuring Legal and Best Practices
- Standard
Develop Productive Working Relationships with Colleagues
- Standard
Effectively Allocate and Monitor Work Responsibilities
- Standard
Handle Customer Complaints
- Standard
Lead Meetings
- Standard
Lead Meetings
- Standard
Lead a team to develop and improve customer service
- Standard
Manage Conflict in Your Team
- Standard
Manage Customer Service in a Contact Centre
- Standard
Manage conflict in road passenger transport operations
- Standard
Monitor and review the effectiveness of services and initiatives to protect health, wellbeing and safety
- Standard
Monitor the quality of customer service transactions
Showing 18 of 19 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.
- 2 records
- 1 record
- 4 records
- 2 records
- 1 record
- 1 record
Showing 6 roles, drawn from 202 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
Call Centre Manager
This work builds skill in complex problem-solving and customer advocacy. It can lead to managing teams, specialising in an area, or shaping customer experience more broadly.
See the whole journey05The credits
The credits, and who awards them
Level 3 credits are regulated, and they are awarded by Cambridge OCR 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
Buddy a colleague to develop their customer service skillsBuild a customer service knowledge setCarry out direct sales activities in a contact centreChampion customer serviceCommunicate information to customers through a contact centreComply with health and safety procedures in a contact centreContribute to performance management in a contact centreContribute to resource plan development in contact centre operations
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.
OCR Level 3 NVQ Diploma in Contact Centre Operations (QCF)
- Build a Customer Service Knowledge Base
- Carry out After-Call Activities
- Communicate with customers in writing and electronically
- Coordinate Communication for Strategic Organizational Alignment
- Cultivating a Safe Workplace Through Research and Engagement
- Deal with customers face-to-face
- Designing PSG Policies: Ensuring Legal and Best Practices
- Develop Productive Working Relationships with Colleagues
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 December 2016. 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
- iCQ Level 3 NVQ Diploma in Contact Centre Operations (RQF)
- Highfield Level 1 NVQ Award in Contact Centre Operations (RQF)
- City & Guilds Level 3 Diploma in Customer Service
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.