How you’d get it
How you’d get this certificate
- Zavmo teaches you. You learn the units one-to-one with an AI tutor, on your own work.
- You register with an approved centre. That is a college, training provider or employer iCan Qualifications Limited has approved to offer this qualification. Zavmo is not an approved centre, so you register with them, not with us.
- The centre assesses, and iCan Qualifications Limited awards. A qualified assessor at the centre judges your evidence, and the certificate comes from iCan Qualifications Limited.
01What it is
The iCQ Level 3 NVQ Diploma in Contact Centre Operations is designed for learners working in a contact centre environment who want to further their knowledge and skills to move into management positions.
These are the units iCan Qualifications Limited 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, and work done here is recognised as prior learning under the agreements we hold.
Zavmo is not an awarding body, is not an approved centre, and is not affiliated with iCan Qualifications Limited. It does the teaching and the mapping. iCan Qualifications Limited sets this qualification and awards it, and a qualified human assessor makes the assessment decision.
Free first step
Try a free Future Fluency lesson first
The free part is a Future Fluency lesson on using AI at work. It is not part of this qualification. Next, a free account. We build your plan for this qualification as you set up. Teaching towards this qualification begins when you subscribe.
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02The units
What each unit actually teaches you to do
Bespoke Software Real unit · iCan Qualifications Limited
You'll learn to input, combine, and organise information using bespoke software. This unit covers creating and modifying structures within the software to efficiently retrieve and present information, enabling effective exploitation of software functions.
What you'll be able to do
- Input and combine information using bespoke software, ensuring accuracy and efficiency.
- Create and modify appropriate structures to organise and retrieve information efficiently within the bespoke software.
- Exploit the functions of the software effectively to process and present information in a clear and concise manner.
Buddy a colleague to develop their customer service skills Real unit · iCan Qualifications Limited
It teaches you to buddy a colleague to develop their customer service skills. You'll plan and prepare the buddying relationship, provide on-the-job guidance and feedback, and offer off-the-job support and mentoring.
What you'll be able to do
- Plan and prepare effectively to buddy a colleague, including setting clear objectives and expectations
- Support the buddy colleague on the job by providing guidance, feedback, and practical assistance
- Provide buddy support off the job through mentoring, coaching, and knowledge sharing
- Understand the principles and techniques of buddying to facilitate the development of customer service skills in colleagues
Build a customer service knowledge set Real unit · iCan Qualifications Limited
You'll develop the ability to build and use a customer service knowledge set by accurately recording customer queries, developing appropriate responses, and utilising a knowledge base to locate relevant information.
What you'll be able to do
- Input details of customer queries and requests accurately and develop appropriate responses.
- Use a customer service knowledge base effectively to find relevant information.
- Understand the processes involved in building and maintaining a customer service knowledge set within an organisation.
Carry out direct sales activities in a contact centre Real unit · iCan Qualifications Limited
This unit provides guidance on conducting sales through a contact centre effectively.
What you'll be able to do
- Gather and use information for direct sales.
Champion customer service Real unit · iCan Qualifications Limited
It teaches you to champion customer service by promoting its importance and benefits, providing advice and information on customer service issues, and fostering a customer-focused culture within an organisation.
What you'll be able to do
- Promote the importance and benefits of customer service within the organisation
- Provide advice and information on customer service issues to colleagues and customers
- Champion customer service to improve customer satisfaction
Communicate information to customers through a contact centre Real unit · iCan Qualifications Limited
This unit focuses on effective communication with customers in a contact centre.
What you'll be able to do
- Communicate verbally and in writing with customers effectively.
Comply with health and safety procedures in a contact centre Real unit · iCan Qualifications Limited
This unit covers compliance with health and safety policies and regulations in a contact centre environment, addressing risk assessment, hazards, and procedures.
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 · iCan Qualifications Limited
This unit covers performance monitoring and enhancement strategies within a contact centre setting.
What you'll be able to do
- Monitor individual and team performance in a contact centre.
- Contribute to the enhancement of performance.
Contribute to resource plan development in contact centre operations Real unit · iCan Qualifications Limited
It teaches you to contribute to resource planning in contact centre operations. You'll produce demand forecasts, carry out scheduling and staffing activities, and understand the principles of resource plan development.
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 · iCan Qualifications Limited
This unit provides knowledge of the product development process, including typical stages, activities, and team roles. You'll contribute to the development and launch of new products or services by generating ideas and supporting the product development team.
What you'll be able to do
- Understand the stages and activities involved in the product development process
- Contribute to the product and/or service development and launch process by providing ideas and support
Coordinate customer communication processes in a contact centre Real unit · iCan Qualifications Limited
You'll learn to coordinate customer communication processes in a contact centre. The unit covers developing communication policies aligned with organisational objectives, supporting procedure development for front-line colleagues, and enhancing customer service through effective communication.
What you'll be able to do
- Develop customer communication policies for a contact centre, aligned with organisational objectives
- Support the development of clear and concise customer service procedures and guidelines for front line colleagues in a contact centre
- Enhance customer service by implementing effective customer communication strategies within a contact centre
- Understand the key principles of managing communication with customers in a contact centre environment
Deal with customers using bespoke software Real unit · iCan Qualifications Limited
You'll gain knowledge of bespoke customer service software, including its key features and navigation. The unit covers preparing to deliver customer service and using the software effectively to address customer enquiries accurately and efficiently.
What you'll be able to do
- Prepare to deliver customer service effectively using bespoke software, ensuring familiarity with its features and functionalities
- Deliver high-quality customer service using bespoke software, addressing customer needs and resolving issues efficiently
- Understand the specific procedures and best practices for dealing with customers using bespoke software within the organisation
Deal with incidents through a contact centre Real unit · iCan Qualifications Limited
This unit focuses on managing customer incidents effectively within a contact centre.
What you'll be able to do
- Deal with incidents through a contact centre process.
Develop personal and organisational effectiveness in a contact centre Real unit · iCan Qualifications Limited
This unit focuses on improving personal and organisational effectiveness through feedback and development plans in a contact centre setting.
What you'll be able to do
- Improve performance in a contact centre.
- Obtain feedback on work performance in a contact centre.
Develop working relationships with colleagues Real unit · iCan Qualifications Limited
It teaches you to understand the benefits of teamwork and effective communication in the workplace. You'll learn to establish professional working relationships, communicate effectively, and identify and manage potential work-related difficulties with colleagues.
What you'll be able to do
- Understand the benefits of working with colleagues, recognising the importance of teamwork and collaboration
- Establish working relationships with colleagues, building rapport and trust
- Act in a professional and respectful manner when working with colleagues, maintaining appropriate behaviour at all times
- Communicate effectively with colleagues, using clear and concise language
- Identify potential work-related difficulties and explore solutions collaboratively, resolving issues promptly and efficiently
Develop your own customer service skills through self-study Real unit · iCan Qualifications Limited
It teaches you to develop their own customer service skills through self-study. You'll identify and utilise various methods and resources to extend their knowledge and skills, and understand the process of self-directed learning for continuous professional development.
What you'll be able to do
- Identify and utilise various methods to expand knowledge of customer service principles and practices relevant to their role
- Use available self-development resources to enhance customer service skills and knowledge
- Understand the process of self-directed learning for continuous improvement in customer service
Gather, analyse and interpret customer feedback Real unit · iCan Qualifications Limited
It teaches you to plan, gather, analyse, and interpret customer feedback using appropriate methods. You'll identify trends and areas for improvement to inform service enhancements based on the feedback collected.
What you'll be able to do
- Plan how to gather customer feedback effectively
- Gather customer feedback using appropriate methods
- Analyse and interpret customer feedback to identify trends and areas for improvement
- Understand the different methods used to gather, analyse and interpret customer feedback
Handle referred customer complaints Real unit · iCan Qualifications Limited
You'll learn to investigate referred customer complaints thoroughly and objectively, take appropriate action to resolve issues, identify recurring complaints, and recommend changes to policies and procedures to prevent future occurrences.
What you'll be able to do
- Investigate referred customer complaints thoroughly and objectively
- Take appropriate action to deal with referred customer complaints in a timely and effective manner
- Identify repeated customer complaints and recommend changes to policies and procedures to prevent recurrence
- Understand the processes and protocols involved in handling referred customer complaints within the organisation
Handling objections and closing sales Real unit · iCan Qualifications Limited
This unit provides learners with knowledge and skills to handle sales objections and close sales effectively. You'll understand techniques for addressing objections, active listening, methods for closing sales, and securing customer commitment professionally.
What you'll be able to do
- Understand techniques for handling sales objections effectively
- Understand methods for closing a sale and securing customer commitment
- Handle objections from potential customers in a professional and persuasive manner
- Close sales effectively, achieving targets and customer satisfaction
IT Communication Fundamentals Real unit · iCan Qualifications Limited
You'll select and use a variety of information sources, including Internet-based resources, to meet specific needs. The unit covers evaluating information fitness for purpose and using IT tools to communicate and exchange information safely, responsibly, and effectively.
What you'll be able to do
- Select and use a variety of sources of information to meet specific needs
- Access, search for, select and use Internet-based information and evaluate its fitness for purpose, considering factors such as reliability and relevance
- Select and use IT tools to communicate and exchange information safely, responsibly and effectively, adhering to relevant policies and procedures
Lead a team to improve customer service Real unit · iCan Qualifications Limited
You'll learn to lead a team in improving customer service. The unit covers planning and organising team work, providing support and constructive feedback to team members, and reviewing performance to motivate the team towards achieving customer service goals.
What you'll be able to do
- Plan and organise the work of a team to achieve customer service improvements
- Provide support for team members to enable them to deliver excellent customer service
- Review the performance of team members in relation to customer service standards
- Understand how to lead a team to improve customer service, motivating and guiding them towards achieving targets
Lead and manage meetings Real unit · iCan Qualifications Limited
You'll develop the skills to prepare for, manage, chair, and undertake post-meeting tasks. This includes creating agendas, managing procedures, facilitating discussions, and ensuring follow-up actions are completed.
What you'll be able to do
- Prepare to lead a meeting effectively, including setting the agenda and gathering relevant information
- Manage meeting procedures to ensure that meetings are productive and efficient
- Chair a meeting, facilitating discussion and ensuring that all participants have the opportunity to contribute
- Undertake post-meeting tasks, such as distributing minutes and following up on action points
Lead direct sales activities in a contact centre team Real unit · iCan Qualifications Limited
This unit is focused on leading direct sales activities and managing team performance in a contact centre.
What you'll be able to do
- Prepare for direct sales activities in accordance with organisational procedures.
Leading a sales or marketing team Real unit · iCan Qualifications Limited
You'll develop the ability to lead a sales or marketing team by setting SMART targets aligned with organisational objectives, supporting team motivation through various techniques, and monitoring and evaluating team progress towards goals.
What you'll be able to do
- Set targets for the sales or marketing team, ensuring they are specific, measurable, achievable, relevant, and time-bound (SMART).
- Support the motivation of the sales or marketing team through various techniques and strategies.
- Monitor and evaluate the progress of the sales or marketing team against set targets and objectives.
Maintain customer service through effective handover Real unit · iCan Qualifications Limited
You'll learn to maintain customer service through effective handover within a team. The unit covers agreeing responsibilities, monitoring progress on customer service actions, and communicating effectively to ensure seamless service delivery.
What you'll be able to do
- Agree joint responsibilities clearly and effectively within a customer service team to ensure seamless service delivery
- Check that customer service actions are completed and seen through by working collaboratively with colleagues and communicating effectively
- Understand the importance of effective handover procedures in maintaining consistent and high-quality customer service
Maintain customer support operations in a contact centre Real unit · iCan Qualifications Limited
This unit covers the review of customer contact activities within a contact centre, handling customer complaints, and ensuring compliance with organisational and regulatory requirements. You'll gain skills to identify areas for improvement and implement changes to enhance customer contact operations.
What you'll be able to do
- Review customer contact activities in a contact centre to identify areas for improvement.
- Deal with customer complaints about customer contacts and/or products and/or services in a professional and timely manner.
- Ensure compliance with organisational and regulatory requirements in a contact centre, adhering to relevant policies and procedures.
- Understand the management of customer support in a contact centre, including key principles and best practices.
Manage conflict in a team Real unit · iCan Qualifications Limited
This unit equips learners with skills to manage conflict within a team by clarifying roles and responsibilities, minimising potential conflicts, and encouraging team members to resolve disputes. You'll also understand relevant legal and organisational requirements.
What you'll be able to do
- Support team members’ understanding of their role and position within a team, clarifying responsibilities and expectations
- Take proactive measures to minimise potential sources of conflict within a team environment
- Understand how to encourage team members to resolve their own conflicts through mediation and communication skills
- Understand relevant legal and organisational requirements concerning conflict management and resolution
Manage customer service delivery in a contact centre Real unit · iCan Qualifications Limited
This unit outlines strategies for managing customer service delivery and performance in a contact centre.
What you'll be able to do
- Manage escalation processes for difficult customer service issues.
- Manage customer service performance and feedback.
Manage customer service in own area of responsibility Real unit · iCan Qualifications Limited
It teaches you to establish and communicate measurable customer service standards within their area of responsibility. You'll support staff in meeting these standards and monitor and evaluate customer service performance, systems, and processes.
What you'll be able to do
- Establish measurable customer service standards for own area of responsibility, aligned with organisational goals
- Communicate customer service standards clearly and effectively to all relevant staff members
- Support staff in meeting customer service standards by providing training, resources, and guidance
- Monitor and evaluate customer service performance, systems, and processes to identify areas for improvement
Manage direct sales activities in a contact centre Real unit · iCan Qualifications Limited
This unit discusses managing direct sales activities and team performance in a contact centre environment.
What you'll be able to do
- Review the use of sales information in a contact centre.
Manage incidents referred to a contact centre Real unit · iCan Qualifications Limited
This unit outlines procedures for managing incidents within contact centres.
What you'll be able to do
- Manage incidents through a contact centre.
Manage or support equality of opportunity, diversity and inclusion in own area of responsibility Real unit · iCan Qualifications Limited
It teaches you to manage or support equality of opportunity, diversity, and inclusion within their area of responsibility. You'll understand relevant legislation, communicate organisational policies, and monitor compliance effectively.
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 · iCan Qualifications Limited
It teaches you to assess their career goals and personal development needs, set work objectives aligned with organisational aims, and produce, implement, and monitor a personal development plan to support professional growth.
What you'll be able to do
- Assess own career goals and personal development needs, taking into account organisational objectives
- Set realistic and achievable personal work objectives that align with career aspirations and organisational requirements
- Produce a comprehensive personal development plan that outlines specific activities, resources, and timelines
- Implement and monitor own personal development plan, regularly reviewing progress and making adjustments as necessary
Monitor health and safety procedures in a contact centre Real unit · iCan Qualifications Limited
This unit outlines how to assess and monitor health and safety in a contact centre environment.
What you'll be able to do
- Assess health and safety risks in a contact centre.
Monitor the quality of customer service transactions Real unit · iCan Qualifications Limited
You'll gain skills to monitor the quality of customer service transactions according to organisational procedures. The unit covers preparing the monitoring environment, conducting quality checks, providing feedback, and understanding monitoring methods to improve service delivery.
What you'll be able to do
- Prepare to monitor the quality of customer service transactions in accordance with organisational procedures
- Monitor the quality of customer service transactions against agreed standards and targets
- Give constructive feedback on the quality of customer service transactions to improve performance
- Understand the methods and processes used to monitor the quality of customer service transactions
Negotiating, handling objections and closing sales Real unit · iCan Qualifications Limited
You'll learn to handle customer objections, negotiate effectively, and close sales successfully. The unit covers preparation for objections and negotiation, application of negotiation strategies, and achieving mutually agreeable solutions while maintaining customer relationships.
What you'll be able to do
- Understand techniques for handling customer objections effectively
- Understand negotiation strategies to reach mutually agreeable solutions with customers
- Prepare thoroughly for potential customer objections during the sales process
- Prepare negotiation strategies tailored to individual customer needs and situations
- Handle customer objections professionally and empathetically
- Negotiate effectively with customers to address their concerns and achieve sales targets
- Close the sale successfully following negotiation, securing customer commitment
Organise the delivery of reliable customer service Real unit · iCan Qualifications Limited
It teaches you to plan and organise the delivery of reliable customer service by developing service plans, allocating resources, reviewing service quality, and maintaining accurate records to ensure consistent customer satisfaction.
What you'll be able to do
- Plan the delivery of reliable customer service in line with organisational procedures
- Organise the delivery of reliable customer service to meet customer needs
- Review customer service delivery to identify areas for improvement
- Maintain customer service delivery to ensure consistent quality
- Use recording systems to accurately document customer interactions and service provisions
- Maintain reliable customer service records in accordance with data protection regulations
- Understand the principles of organising the delivery of reliable customer service
- Understand the importance of effective communication in customer service delivery
Plan, allocate and monitor work of a team Real unit · iCan Qualifications Limited
You'll learn to plan, allocate, and monitor team work effectively. The unit covers aligning work activities with team objectives and individual skills, managing team members to achieve goals, and evaluating and improving team performance.
What you'll be able to do
- Plan work activities effectively for a team, taking into account team objectives and individual skills
- Allocate work across a team, considering individual workloads and team priorities
- Manage team members effectively to ensure the achievement of team objectives, providing guidance and support as needed
- Monitor and evaluate the performance of team members against agreed targets and standards
- Implement strategies to improve the overall performance of the team, addressing any identified weaknesses or areas for development
Process customer service complaints Real unit · iCan Qualifications Limited
You'll develop the ability to recognise early signs of customer dissatisfaction, respond to complaints promptly and courteously, and understand organisational procedures for processing customer service complaints effectively.
What you'll be able to do
- Recognise the signs that a query or problem is likely to produce a complaint
- Deal with a complaint effectively and professionally
- Understand how to process customer service complaints in line with organisational procedures
Set objectives and provide support for team members Real unit · iCan Qualifications Limited
You'll gain the ability to communicate team purpose and objectives, develop plans collabouratively, support team members by identifying opportunities, and monitor and evaluate progress to recognise achievements.
What you'll be able to do
- Communicate a team’s purpose and objectives clearly and effectively to all team members.
- Develop a plan collaboratively with team members, demonstrating how team objectives will be met, including timelines and resource allocation.
- Support team members by identifying opportunities for development and providing appropriate support, guidance, and resources.
- Monitor and evaluate progress against team objectives, and recognise individual and team achievement through appropriate feedback and reward.
Supervise customer service activities in a contact centre team Real unit · iCan Qualifications Limited
This unit focuses on supervising customer service activities and resolving issues.
What you'll be able to do
- Monitor customer service performance in a contact centre.
Support customers and colleagues when providing contact centre services Real unit · iCan Qualifications Limited
This unit focuses on customer interaction and support between clients and colleagues within a contact centre.
What you'll be able to do
- Communicate information to customers effectively in a contact centre.
Support customers using on-line customer services Real unit · iCan Qualifications Limited
You'll learn to identify customer support needs for online services, assess digital litreacy, provide appropriate assistance during online interactions, and understand the importance of data protection and security in online customer support.
What you'll be able to do
- Establish the type of support their customer needs to achieve on-line customer service, using effective questioning techniques
- Establish the level of support their customer needs to achieve on-line customer service, considering their digital literacy
- Support on-line customer service in conversation with their customer, providing clear and concise instructions
- Support on-line customer service in conversation with their customer, demonstrating empathy and patience
- Understand the different methods of supporting customers using on-line services
- Understand the importance of accessibility when supporting customers using on-line services
Support team members in identifying, developing and implementing new ideas Real unit · iCan Qualifications Limited
This unit provides learners with skills to support team members in generating, assessing, and implementing new ideas. You'll facilitate brainstorming sessions, encourage creativity, evaluate the viability of ideas, and assist in their successful implementation.
What you'll be able to do
- Develop team ideas and develop the creativity of team members through brainstorming and other idea generation techniques.
- Assess the viability of team members’ ideas, considering factors such as feasibility, cost-effectiveness, and potential impact.
- Support team members to implement ideas, providing guidance, resources, and encouragement.
- Implement team ideas, taking responsibility for planning, organising, and executing the implementation process.
Support team use of contact centre systems and technology Real unit · iCan Qualifications Limited
This unit covers providing guidance on using technology in a contact centre.
What you'll be able to do
- Provide guidance to colleagues on contact centre systems.
Using Collaborative Technologies Real unit · iCan Qualifications Limited
It teaches you to use collabourative technologies securely and safely, plan and set up IT tools and devices for collabourative working, and contribute effectively to tasks while protecting sensitive information and adhering to security protocols.
What you'll be able to do
- Stay safe when working with collaborative technology by adhering to security protocols
- Stay secure when working with collaborative technology by protecting sensitive information
- Plan the use of IT tools and devices for collaborative working to meet project requirements
- Set up IT tools and devices for collaborative working, ensuring they are configured correctly
- Prepare collaborative technologies for use by testing functionality and accessibility
- Contribute to tasks using collaborative technologies, actively participating in discussions and sharing information
- Contribute to tasks using collaborative technologies, adhering to agreed protocols and deadlines
Using Email Real unit · iCan Qualifications Limited
This unit develops learners' proficiency in using email software to compose, format, and send clear and professional messages. You'll also manage incoming emails effectively by prioritising, filtering, and responding appropriately.
What you'll be able to do
- Use e-mail software tools and techniques to compose and send clear, concise, and professional messages
- Manage incoming e-mail effectively by prioritising, filtering, and responding to messages in a timely manner
Using the Internet Real unit · iCan Qualifications Limited
You'll learn to connect to the Internet using appropriate hardware and software, navigate webpages effectively with browser tools, search for information, communicate online, and understand essential safety and security practices when working on the Internet.
What you'll be able to do
- Connect to the Internet using appropriate hardware and software
- Use browser software to navigate webpages effectively and efficiently
- Use browser tools to search for information from the Internet using appropriate search terms and techniques
- Use browser software to communicate information online through various platforms
- Understand the need for safety and security practices when working online, including data protection and online behaviour
Work with others to improve customer service Real unit · iCan Qualifications Limited
You'll develop the ability to collabourate with others to improve customer service. The unit covers monitoring personal and team performance, identifying opportunities for improvement, and understanding the principles of effective teamwork and communication.
What you'll be able to do
- Improve customer service by collaborating effectively with others
- Monitor their own performance and identify areas for improvement when working to enhance customer service
- Monitor team performance and provide support to colleagues when improving customer service
- Understand the principles and practices of working with others to improve customer service delivery
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
Lead Meetings
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.
- 1 record
- 1 record
- 1 record
- 1 record
- 1 record
- 2 records
Showing 6 roles, drawn from 13 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
Junior Head of Compliance
This role can lead to work as a senior CQHS advisor, a CQHS manager, or a director of compliance and QHS.
See the whole journey05The credits
The credits, and who awards them
Level 3 credits are regulated, and they are awarded by iCan Qualifications Limited 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
Bespoke SoftwareBuddy 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 centre
Each one is a real unit registered against this qualification.
How you’d practise it
You don’t watch this. You do it.
You are not assessed on remembering this. You are assessed on applying it, analysing it, evaluating it and producing something. So that is what the practice is: projects, role play and your own live cases, with a tutor in the room.
The Coach · your practice partner Illustration The Coach You have to open the conversation in “Contribute to performance management in a contact centre”. Say the first line to me, exactly as you would say it to them.
You I wanted to have a quick chat about how things have been going recently.
The Coach That is the warning shot, and they will spend it worrying. Try the version that says what this is about in the first sentence.
- Rehearse the conversation Apply
“Contribute to performance management in a contact centre” is a conversation before it is a document. You have it with Zavmo playing the other person, badly at first, then again once you know what you actually want to say.
- Pitch it Evaluate
“Carry out direct sales activities in a contact centre” gets practised as a pitch. You make the case out loud, Zavmo asks the question the room would ask, and you make it again.
- Bring your own plan Create
For “Contribute to resource plan development in contact centre operations” you bring the plan you are actually working on, not a case study. Zavmo pulls on the assumptions in it until the weak one shows.
- Draft the real one Create
You do “Comply with health and safety procedures in a contact centre” on a real document of your own. Zavmo works on the draft you have to send anyway, so the coursework and the job are the same piece of work.
How you would learn this
One to one, on the work you already do
A tutor sets the task against your own job and marks the reasoning, at your pace. There is no cohort to fall behind.
A lesson from Bespoke Software, one of this qualification's own units.
Applied to your work in any of these jobs
Which job do you mean?
Learners will develop skills to input, combine, and organise information using bespoke software. This unit covers creating and modifying structures within the software to efficiently retrieve and present information, enabling effective exploitation of software functions.
How the thinking builds
- 1 Remember
- 2 Understand
- 3 Apply
- 4 Analyse
- 5 Evaluate
- 6 Create
It is £70 a month, billed monthly. Your free first module is Future Fluency, and you can cancel any time. Teaching towards this qualification begins when you subscribe.
Built for iCQ Level 3 NVQ Diploma in Contact Centre Operations (RQF)
49 units in this credential, in the order it lists them, awarded by iCan Qualifications Limited.
- Bespoke Software
- Buddy a colleague to develop their customer service skills
- Build a customer service knowledge set
- Carry out direct sales activities in a contact centre
- Champion customer service
- Communicate information to customers through a contact centre
and 43 more in the full unit list below.
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.
Learned on your own work, taught one-to-one.
Everything you just read, learned one-to-one on the job you already do. Your free first module is Future Fluency, so you can see how the teaching works before you pay for anything.
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.
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.