ProQual Awarding Body · RQF Level 3
ProQual Level 3 Certificate in Principles of 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 3
- Total credits16
- Units in this qualification13
Awarded by ProQual Awarding Body · on the Ofqual register
Start here
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 ProQual Awarding Body 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.
Principles and processes of health and safety in a contact centreReal unit · ProQual Awarding Body
What you'll be able to do
- Understand health and safety risk assessment in a contact centre
- Understand compliance monitoring of health and safety requirements in a contact centre
- Understand the principles of health and safety in a contact centre
Principles and processes of systems and technology in a contact centreReal unit · ProQual Awarding Body
What you'll be able to do
- Understand how to design reports in a contact centre
- Understand how to optimise performance in a contact centre through systems and technology
- Understand the use of contact centre systems and technology
Principles of communication and customer service in a contact centreReal unit · ProQual Awarding Body
What you'll be able to do
- Know the rules of communication and customer service in a contact centre
- Understand how to deliver customer service through a contact centre
- Communicate with internal or external customers in written or electronic form in a contact centre
Principles of customer service in a contact centreReal unit · ProQual Awarding Body
What you'll be able to do
- Understand customer service in a contact centre
- Understand how to resolve issues in customer service in a contact centre
- Understand how to monitor customer service performance and compliance within a contact centre
- Understand how to communicate verbally and in written or electronic form with customers referred by others in a contact centre
Principles of handling incidents through a contact centreReal unit · ProQual Awarding Body
What you'll be able to do
- Know the standards and procedures for dealing with incidents through a contact centre
- Understand how to use contact centre communications systems to deploy incident management resources
- Understand how to deal with incidents reported to a contact centre
Principles of incident management through a contact centreReal unit · ProQual Awarding Body
What you'll be able to do
- Understand incident management through a contact centre
- Understand the use of incident management data
Principles of legal, regulatory and ethical requirements of a contact centreReal unit · ProQual Awarding Body
What you'll be able to do
- Understand an organisation’s procedures for dealing with legal, regulatory and ethical requirements in a contact centre
- Understand the legal, regulatory and ethical limits of contact centre work
Principles of performance management in a contact centreReal unit · ProQual Awarding Body
What you'll be able to do
- Understand how to improve the performance of individuals and teams in a contact centre
- Understand performance management in a contact centre
Principles of personal and organisational effectiveness in a contact centreReal unit · ProQual Awarding Body
What you'll be able to do
- Understand how to use feedback on performance in a contact centre
- Understand how to improve personal and organisational performance in a contact centre
Principles of resource planning in a contact centreReal unit · ProQual Awarding Body
What you'll be able to do
- Understand demand forecasting for contacts handled by contact centres
- Understand scheduling and staffing activities in a contact centre
Principles of sales activities and customer support in a contact centreReal unit · ProQual Awarding Body
What you'll be able to do
- Understand the process of selling in a contact centre
- Understand the use of contact centre sales data
- Understand how to lead a sales team in a contact centre
- Understand customer complaints and non-compliance issues in a contact centre
Principles of selling in a contact centreReal unit · ProQual Awarding Body
What you'll be able to do
- Know the process of selling in a contact centre
- Understand the use of information for sales activities in a contact centre
- Understand how to make sales through a contact centre
Principles of using systems and technology in a contact centreReal unit · ProQual Awarding Body
What you'll be able to do
- Use features of systems and technology to handle customer contacts in a contact centre
- Understand 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 3 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
BPO Performance Specialist
Your journey here isn't just a job; it's a launchpad. We're committed to helping you grow, whether that's becoming a deep technical expert, leading a team, or moving into broader operational leadership. The path is yours to shape, and we'll provide the opportunities and support to help you get there.
See the whole journey →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 ProQual Level 3 Certificate in Principles of Contact Centre Operations (QCF)
13 units in this credential, in the order it lists them, awarded by ProQual Awarding Body.
- Principles and processes of health and safety in a contact centre
- Principles and processes of systems and technology in a contact centre
- Principles of communication and customer service in a contact centre
- Principles of customer service in a contact centre
- Principles of handling incidents through a contact centre
- Principles of incident management through a contact centre
and 7 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.