Industry Qualifications · RQF Level 2
IQ 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
- Units in this qualification37
Awarded by Industry Qualifications · 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 Industry Qualifications 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.
Bespoke SoftwareReal unit · Industry Qualifications
What you'll be able to do
- Input and combine information using bespoke applications
- Use appropriate structures to organise and retrieve information efficiently
- Use the functions of the software effectively to process and present information
Buddy a colleague to develop their customer service skillsReal unit · Industry Qualifications
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 · Industry Qualifications
What you'll be able to do
- Gather information needed for direct sales activities in a contact centre, including customer details and product information.
- Carry out direct sales to customers through a contact centre, using appropriate sales techniques and communication skills.
- Keep accurate and up-to-date direct sales records within a contact centre, adhering to organisational procedures.
- Comply with relevant regulations and legislation during direct sales activities in a contact centre, including data protection and consumer rights.
- Understand how to conduct sales activities effectively and ethically in a contact centre environment.
Communicate information to customers in different but familiar contexts through a contact centreReal unit · Industry Qualifications
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 · Industry Qualifications
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 · Industry Qualifications
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 centreReal unit · Industry Qualifications
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
Deal with incoming telephone calls from customersReal unit · Industry Qualifications
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 · Industry Qualifications
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 · Industry Qualifications
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 working relationships with colleaguesReal unit · Industry Qualifications
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-studyReal unit · Industry Qualifications
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 · Industry Qualifications
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 · Industry Qualifications
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 · Industry Qualifications
What you'll be able to do
- Understand effective techniques for handling sales objections from customers
- Understand different methods for closing a sale successfully
- Handle objections from customers in a professional and effective manner
- Close a sale and secure a customer commitment
IT Communication FundamentalsReal unit · Industry Qualifications
What you'll be able to do
- Select and use a variety of sources of information to meet needs
- Access, search for, select and use Internet-based information and evaluate its fitness for purpose
- Select and use IT to communicate and exchange information safely, responsibly and effectively
IT Communication FundamentalsReal unit · Industry Qualifications
What you'll be able to do
- Use a variety of sources of information to meet needs
- Access, search for, select and use Internet-based information and assess its fitness for purpose
- Select and use IT to communicate and exchange information
Improve personal effectiveness at work in a contact centreReal unit · Industry Qualifications
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 · Industry Qualifications
What you'll be able to do
- Understand how to input sales or marketing data into information systems
- Understand how to access sales or marketing data within information systems
- Understand the use of different sales or marketing information sources
- Understand the use of different sales or marketing information systems
- Input data into databases to support sales or marketing activities
- Use databases to support sales or marketing activities
Maintain customer service through effective handoverReal unit · Industry Qualifications
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 · Industry Qualifications
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 · Industry Qualifications
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 · Industry Qualifications
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 · Industry Qualifications
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 · Industry Qualifications
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 · Industry Qualifications
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 · Industry Qualifications
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 · Industry Qualifications
What you'll be able to do
- Understand how to manage time effectively in a sales role
- Understand how to prioritise tasks effectively in a sales role
- Plan own time effectively in a sales role
- Evaluate the effectiveness of own time planning in a sales role
Use systems and technology during customer contact in a contact centreReal unit · Industry Qualifications
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
Using Collaborative TechnologiesReal unit · Industry Qualifications
What you'll be able to do
- Stay safe and secure when using collabourative technology
- Set up and access IT tools and devices for collabourative working
- Prepare collabourative technologies for use
- Contribute to tasks using collabourative technologies
Using Collaborative TechnologiesReal unit · Industry Qualifications
What you'll be able to do
- Stay safe and secure when working with collabourative technology
- Plan and set up IT tools and devices for collabourative working
- Prepare collabourative technologies for use
- Contribute to tasks using collabourative technologies
Using EmailReal unit · Industry Qualifications
What you'll be able to do
- Use e-mail software tools and techniques to compose and send messages
- Manage incoming email effectively
Using EmailReal unit · Industry Qualifications
What you'll be able to do
- Use e-mail software tools and techniques to compose and send messages
- Manage incoming e-mail effectively
Using the InternetReal unit · Industry Qualifications
What you'll be able to do
- Connect to the Internet
- Use browser software to navigate webpages effectively
- Use browser tools to search for information from the Internet
- Use browser software to communicate information online
- Understand the need for safety and security practices when working online
Using the InternetReal unit · Industry Qualifications
What you'll be able to do
- Connect to the internet
- Use browser software to navigate web pages
- Use browser tools to search for information from the internet
- Use browser software to communicate information online
- Follow and understand the need for safety and security practices when working online
Word Processing SoftwareReal unit · Industry Qualifications
What you'll be able to do
- Enter, edit and combine text and other information accurately within word processing documents
- Structure information within word processing documents
- Use word processing software tools to format and present documents
Work with others to improve customer serviceReal unit · Industry Qualifications
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
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.
- Carry out sales activities in a contact centre
- Deal with customers by telephone
- Deliver Excellent Customer Service Using Bespoke Software
- Deliver customer service in a contact centre
- Develop Productive Working Relationships with Colleagues
- Effectively Manage Difficult Customers & Resolve Issues
- IT Communication Fundamentals
- Process complaints involving informal resolution
Where this can lead
Junior Compliance, Quality, Health & Safety (CQHS) Coordinator
Your journey starts here. This role is a fantastic launchpad into a critical and rewarding field. We're looking for someone keen to learn, meticulous in their work, and genuinely interested in making our workplace safer and better. If that sounds like you, we'd love to hear from you.
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 IQ Level 2 NVQ Certificate in Contact Centre Operations
33 units in this credential, in the order it lists them, awarded by Industry Qualifications.
- Bespoke Software
- 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
and 27 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.