iCan Qualifications Limited · RQF Level 2

iCQ Level 2 NVQ Certificate in Contact Centre Operations (RQF)

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 qualification38

Awarded by iCan Qualifications Limited · on the Ofqual register

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What you’ll learn

What each unit actually teaches you to do

Aimed at individuals in contact centre roles, this Level 2 NVQ Certificate assesses competence in operational duties. Learners will develop skills in areas such as IT communication, customer service complaint handling, and adherence to health and safety procedures.

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, and every one you earn is yours to keep.

Bespoke SoftwareReal unit · iCan Qualifications Limited

You'll be able to use bespoke software applications to input, combine, organise, retrieve, process, and present information efficiently. The unit covers understanding software structures and functions to manage information accurately within bespoke systems.

What you'll be able to do

Input and combine information using bespoke applications accurately and efficiently.
Use appropriate structures to organise and retrieve information efficiently within the bespoke software.
Use the functions of the software effectively to process and present information in a clear and understandable format.

Buddy a colleague to develop their customer service skillsReal unit · iCan Qualifications Limited

This unit equips learners to buddy a colleague to develop their customer service skills. It covers planning and preparation, providing on-the-job guidance and feedback, and offering off-the-job support, fostering effective knowledge sharing and skill development.

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

Carry out direct sales activities in a contact centreReal unit · iCan Qualifications Limited

Be able to gather information needed for direct sales activities in a contact centre.

What you'll be able to do

Assemble information about products and/or services that support direct sales

Communicate information to customers in different but familiar contexts through a contact centreReal unit · iCan Qualifications Limited

Be able to talk to customers on familiar subjects in a contact centre.

What you'll be able to do

Establish a rapport with customers in accordance with organisational guidelines

Comply with health and safety procedures in a contact centreReal unit · iCan Qualifications Limited

Be able to comply with organisational health and safety procedures in a contact centre.

What you'll be able to do

Identify the health and safety procedures relevant to the job role
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 · iCan Qualifications Limited

It teaches you to prepare for and deliver customer service using bespoke software. You'll gain knowledge of software features and navigation, and develop skills to address customer enquiries accurately and efficiently using the software.

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 centreReal unit · iCan Qualifications Limited

Be able to deal with incidents through a contact centre.

What you'll be able to do

Respond to incoming calls in a calm and professional manner

Deal with incoming telephone calls from customersReal unit · iCan Qualifications Limited

You'll learn to manage incoming telephone calls from customers effectively. This unit covers using communication systems, establishing rapport, handling queries and requests, and understanding call management processes within a contact centre.

What you'll be able to do

Use communication systems effectively to manage incoming telephone calls
Establish rapport with customers who are calling the contact centre
Deal effectively with customer questions and requests received via telephone
Effectively manage and process incoming telephone calls from customers

Deliver customer service through a contact centreReal unit · iCan Qualifications Limited

Be able to establish rapport with customers in a contact centre.

What you'll be able to do

Follow organisational guidelines for greeting and identifying customers

Deliver customer service to difficult customersReal unit · iCan Qualifications Limited

This unit equips learners to recognise and manage interactions with difficult customers professionally. You'll develop techniques for de-escalation, active listening, and empathetic communication, while understanding factors that contribute to challenging customer behaviour.

What you'll be able to do

Recognise when customers may be difficult to deal with in a customer service environment
Deal effectively with difficult customers, using appropriate techniques and strategies
Understand how to deliver customer service effectively, even when dealing with difficult customers

Develop working relationships with colleaguesReal unit · iCan Qualifications Limited

You'll understand the benefits of teamwork and develop skills to establish and maintain professional working relationships with colleagues. This unit covers effective communication, building trust, and managing work-related difficulties collabouratively.

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-studyReal unit · iCan Qualifications Limited

It teaches you to develop their customer service skills through self-study. You'll identify and utilise various methods and resources for self-development, extending their knowledge and improving customer service practices independently.

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

Follow the rules to deliver customer serviceReal unit · iCan Qualifications Limited

You'll understand and apply their organisation's customer service practices and procedures in various situations. This unit emphasises the importance of adherence to established rules to ensure consistent and effective customer service delivery.

What you'll be able to do

Follow their organisation’s established customer service practices and procedures
Follow the relevant rules and regulations to deliver effective customer service

Give customers a positive impression of yourself and your organisation.Real unit · iCan Qualifications Limited

It teaches you to create a positive impression of themselves and their organisation through effective communication. You'll develop skills in establishing rapport, responding appropriately to customers, and adapting communication to meet individual needs.

What you'll be able to do

Establish rapport with customers in a professional and courteous manner.
Respond appropriately to customer requests, queries and complaints.
Communicate information clearly and accurately to customers.
Understand how personal presentation and behaviour contribute to a positive impression of yourself.
Understand how to represent the organisation in a positive way to customers.

Handling objections and closing salesReal unit · iCan Qualifications Limited

This unit provides learners with knowledge and skills to handle sales objections and close sales professionally. It covers identifying common objections, applying appropriate techniques, active listening, and employing various methods to secure customer commitment.

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 FundamentalsReal unit · iCan Qualifications Limited

It teaches you to select and use various sources of information, including Internet-based resources, to meet specific needs. You'll evaluate information fitness for purpose and use IT tools to communicate and exchange information safely and responsibly.

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

IT Communication FundamentalsReal unit · iCan Qualifications Limited

You'll develop IT communication skills by using various information sources to meet needs, accessing and assessing Internet-based information, and selecting appropriate IT tools for effective communication and information exchange.

What you'll be able to do

Use a variety of sources of information to meet needs, demonstrating effective research skills.
Access, search for, select and use Internet-based information and assess its fitness for purpose, considering reliability and validity.
Select and use IT to communicate and exchange information effectively, using appropriate communication methods.

Improve personal effectiveness at work in a contact centreReal unit · iCan Qualifications Limited

Be able to assess personal effectiveness in a contact centre.

What you'll be able to do

Identify strengths and areas for development in skills and knowledge against agreed criteria
Carry out development activities to improve personal effectiveness in a contact centre
Work with others in a contact centre team to improve personal performance

Inputting and accessing sales or marketing data in information systemsReal unit · iCan Qualifications Limited

Understand how to input and access sales or marketing data in information systems

What you'll be able to do

Explain the uses of IT in the sales or marketing function

Maintain customer service through effective handoverReal unit · iCan Qualifications Limited

Agree joint responsibilities in a customer service team

What you'll be able to do

Identify services or products they are involved in delivering that rely on effective teamwork

Process customer service complaintsReal unit · iCan Qualifications Limited

Recognise the signs that a query or problem is about to produce a complaint

What you'll be able to do

Identify signs that a customer is becoming dissatisfied with the customer service of their organisation

Process information about customersReal unit · iCan Qualifications Limited

You'll learn to collect, select, retrieve, and supply customer information accurately and efficiently. The unit emphasises data protection, confidentiality, and the importance of processing customer service information correctly.

What you'll be able to do

Collect information about customers accurately and efficiently.
Select and retrieve information about customers from appropriate sources.
Supply information about customers to relevant parties, in accordance with data protection regulations.
Understand how to process customer service information, including data security and confidentiality.

Promote additional services or products to customersReal unit · iCan Qualifications Limited

Identify additional services or products that are available

What you'll be able to do

Update and develop their knowledge of their organisations services or products

Provide support through a contact centre for specified products and/or servicesReal unit · iCan Qualifications Limited

You'll gain the ability to establish and validate customer identity in a contact centre, support customer information needs, and assist decision-making regarding specified products and services. The unit emphasises adherence to organisational procedures and effective customer support.

What you'll be able to do

Establish and validate customers’ identity in a contact centre, in line with organisational procedures.
Support customer needs for information and decisions about a range of products and/or services in a contact centre, adhering to relevant guidelines.
Understand how to support customers in a contact centre, including knowledge of relevant policies and procedures.

Resolve customer service problemsReal unit · iCan Qualifications Limited

You'll be able to identify and assess customer service problems, select appropriate solutions, and take action to resolve issues. This unit covers communication of resolutions to customers and stakeholders, emphasising problem-solving skills in customer service contexts.

What you'll be able to do

Spot customer service problems promptly and accurately.
Pick the best solution to resolve customer service problems effectively.
Take action to resolve customer service problems efficiently and professionally.
Resolve customer service problems in a timely and appropriate manner.

Selling by telephone - inboundReal unit · iCan Qualifications Limited

This unit provides learners with knowledge and skills to sell products or services via inbound telephone calls. You'll prepare for calls, identify customer needs, present offerings, handle objections, and close sales effectively in an inbound sales environment.

What you'll be able to do

Understand the key principles of selling by telephone in an inbound sales environment
Understand effective techniques to close sales during inbound telephone sales calls
Prepare effectively for inbound telephone sales calls
Accurately identify customer needs during inbound telephone sales calls
Present relevant products and/or services to the customer during inbound telephone sales calls
Deal effectively with sales objections raised during inbound telephone sales calls
Successfully close sales during inbound telephone sales calls

Selling by telephone - outboundReal unit · iCan Qualifications Limited

This unit develops learners' knowledge and skills to conduct outbound telephone sales effectively. It includes preparation, identifying customer needs, presenting products or services, applying legal requirements, and using appropriate closing strategies.

What you'll be able to do

Understand how to sell by telephone (outbound), including relevant sales techniques and legal requirements.
Understand how to close the sale during outbound telephone sales calls, using appropriate closing strategies.
Prepare for the outbound telephone sales call, including researching the customer and the products/services.
Identify customer needs during outbound telephone sales calls, using effective questioning techniques.
Present products and/or services to the customer during outbound telephone sales calls, highlighting key benefits.
Deal with sales objections during outbound telephone sales calls, providing appropriate solutions and reassurance.
Close the sale during outbound telephone sales calls, confirming the details and next steps.

Support customers and colleagues when providing contact centre servicesReal unit · iCan Qualifications Limited

Be able to communicate information about products and/or services to customers in a contact centre.

What you'll be able to do

Validate customers identity in accordance with organisational procedures

Support customers using on-line customer servicesReal unit · iCan Qualifications Limited

You'll learn to support customers using online services by identifying support needs and providing clear guidance. This unit covers assessing customers' digital litreacy and understanding data protection and security considerations in online customer interactions.

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

Time planning in salesReal unit · iCan Qualifications Limited

You'll understand the importance of managing and prioritising time in a sales role. This unit covers planning and scheduling activities aligned with targets and customer needs, and evaluating time management strategies to improve sales performance.

What you'll be able to do

Understand how to manage and prioritise time effectively in a sales role, considering targets and customer needs
Plan own time effectively in a sales role, creating schedules and allocating time to different tasks
Evaluate time planning in a sales role, identifying areas for improvement and adjusting strategies accordingly

Use systems and technology during customer contact in a contact centreReal unit · iCan Qualifications Limited

Be able to use features of systems and technology to handle customer contacts in a contact centre.

What you'll be able to do

Handle contacts identified by the contact distribution system in accordance with organisational procedures

Using Collaborative TechnologiesReal unit · iCan Qualifications Limited

This unit focuses on the effective and secure use of collabourative technologies within an organisation. You'll set up and access collabourative tools, prepare them for use, and contribute to tasks while adhering to organisational policies and best practices for security.

What you'll be able to do

Stay safe and secure when using collaborative technology by adhering to organisational policies and best practices
Set up and access IT tools and devices for collaborative working, ensuring compatibility and functionality
Prepare collaborative technologies for use by configuring settings and ensuring all participants have the necessary access and training
Contribute to tasks using collaborative technologies, actively participating in discussions and sharing information effectively

Using Collaborative TechnologiesReal unit · iCan Qualifications Limited

Stay safe and secure when working with collabourative technology

What you'll be able to do

Take appropriate steps to avoid risks when working with collaborative technology, in line with relevant guidelines

Using EmailReal unit · iCan Qualifications Limited

This unit develops learners' ability to use email software to compose, send, and manage messages effectively. It covers clear and concise communication, appropriate use of email functions, and managing incoming emails professionally.

What you'll be able to do

Use e-mail software tools to compose clear and concise messages.
Use e-mail software tools to send messages to the intended recipients.
Apply appropriate e-mail techniques when composing and sending messages.
Manage incoming email by prioritising messages effectively.
Manage incoming email by organising messages into relevant folders.
Manage incoming email by responding to messages in a timely manner.

Using EmailReal unit · iCan Qualifications Limited

This unit develops learners' skills in composing and sending professional email messages using appropriate software tools and techniques. You'll also learn to manage incoming emails effectively by prioritising, filtering, and responding to messages.

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 InternetReal unit · iCan Qualifications Limited

You'll learn to connect to the Internet and navigate webpages using browser software. The unit includes searching for information, communicating online, and understanding 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

Using the InternetReal unit · iCan Qualifications Limited

This unit equips learners with skills to connect to the internet, navigate web pages, and use browser tools to search for and communicate information online. You'll also understand and apply 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 web pages effectively
Use browser tools to search for information from the internet efficiently
Use browser software to communicate information online in a professional manner
Follow and understand the need for safety and security practices when working online to protect personal and organisational data

Work with others to improve customer serviceReal unit · iCan Qualifications Limited

Improve customer service by working with others

What you'll be able to do

Contribute constructive ideas for improving 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.

Bespoke SoftwareBuddy a colleague to develop their customer service skillsCarry out direct sales activities in a contact centreCommunicate information to customers in different but familiar contexts through a contact centreComply with health and safety procedures in a contact centreDeal with customers using bespoke softwareDeal with incidents through a contact centreDeal with incoming telephone calls from customers

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 tutors

Where 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.

See Your Progress GrowIllustration

iCQ Level 2 NVQ Certificate in Contact Centre Operations (RQF)

Develop Productive Working Relationships with Colleagues
Develop working relationships with staff from other agencies
Effectively Manage Difficult Customers & Resolve Issues
Handle customer information to enhance customer service
Process information for electoral identity cards
Provide customer service within the rules
Resolve Customer Service Problems
Resolve customer payment queries and disputes

This is your Mind Palace on learn.zavmo.ai. Every skill above comes from this role's own record, not an example borrowed from another job. A node lights up when you evidence it, and what you build stays yours between jobs. That is the part a course cannot do.

Where this can lead

Junior Head of Compliance

Your journey starts here, building a solid foundation in a field that genuinely matters. We're looking for someone eager to learn, committed to accuracy, and ready to grow with us. If you're passionate about making a real impact on safety and quality, this could be the perfect start to your career.

See the whole journey →

Opens the roleJunior Head of ComplianceOne of the jobs this qualification is a route intoSee the role →Opens the roleCQHS CoordinatorOne of the jobs this qualification is a route into · 2 near-identical records folded inSee the role →Future FluencyAll ten future skillsSee how every unit is contextualised by the tenExplore →

Showing 2 roles, drawn from 4 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.

Develop Productive Working Relationships with ColleaguesDevelop working relationships with staff from other agenciesEffectively Manage Difficult Customers & Resolve IssuesHandle customer information to enhance customer serviceProcess information for electoral identity cardsProvide customer service within the rulesResolve Customer Service ProblemsResolve customer payment queries and disputesSupport customers using online customer serviceUsing e-mail

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.

One-to-one, on your real workNo lectures, no past-papers. Every unit is practised on the actual tasks your job throws at you, a tutor beside you, not a video in front of you.

Taught to the top, not the testMost courses stop at remembering. Your companion keeps climbing: analysing, judging, creating. That’s the part a machine can’t do for you.

Credits you keep, a map that continuesEvery unit is regulated and yours for good. The day you finish, Zavmo already knows the next role your new credits open.

Bespoke SoftwareLevel 2

Applied to your work in any of these jobs

Which job do you mean?

Junior Head of Compliance CQHS Coordinator

Learners will be able to use bespoke software applications to input, combine, organise, retrieve, process, and present information efficiently. The unit covers understanding software structures and functions to manage information accurately within bespoke systems.

How the thinking builds

Remember
Understand
Apply
Analyse
Evaluate
Create

An illustration of a Zavmo lesson, built from this role’s own route. The unit, its objective and every criterion above are the awarding body’s own words, not an example.

Your PlanIllustration

Built for iCQ Level 2 NVQ Certificate in Contact Centre Operations (RQF)

34 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
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 28 more in the full unit list below.

These are the real units of this credential, in its own order. Nothing here is marked done, because this plan has not been started by anyone yet. Yours would fill in as you go.

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

Why this matters: AI can already remember and understand for you. What it can’t do is take your real problem and judge the right call. So the only learning worth paying for is the learning that takes you to the top. That’s exactly what a tutor doing it with you, on your real work, is for.

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, free

No 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.