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.
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. 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.
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What each unit actually teaches you to do
Bespoke Software Real unit · iCan Qualifications Limited
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 skills Real unit · iCan Qualifications Limited
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 centre Real unit · iCan Qualifications Limited
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 centre Real unit · iCan Qualifications Limited
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 centre Real unit · iCan Qualifications Limited
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 software Real unit · iCan Qualifications Limited
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
What you'll be able to do
- Respond to incoming calls in a calm and professional manner
Deal with incoming telephone calls from customers Real unit · iCan Qualifications Limited
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 centre Real unit · iCan Qualifications Limited
What you'll be able to do
- Follow organisational guidelines for greeting and identifying customers
Deliver customer service to difficult customers Real unit · iCan Qualifications Limited
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 colleagues Real unit · iCan Qualifications Limited
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
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 service Real unit · iCan Qualifications Limited
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
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 sales Real unit · iCan Qualifications Limited
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
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 Fundamentals Real unit · iCan Qualifications Limited
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 centre Real unit · iCan Qualifications Limited
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 systems Real unit · iCan Qualifications Limited
What you'll be able to do
- Explain the uses of IT in the sales or marketing function
Maintain customer service through effective handover Real unit · iCan Qualifications Limited
What you'll be able to do
- Identify services or products they are involved in delivering that rely on effective teamwork
Process customer service complaints Real unit · iCan Qualifications Limited
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 customers Real unit · iCan Qualifications Limited
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 customers Real unit · iCan Qualifications Limited
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 services Real unit · iCan Qualifications Limited
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 problems Real unit · iCan Qualifications Limited
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 - inbound Real unit · iCan Qualifications Limited
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 - outbound Real unit · iCan Qualifications Limited
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 services Real unit · iCan Qualifications Limited
What you'll be able to do
- Validate customers identity in accordance with organisational procedures
Support customers using on-line customer services Real unit · iCan Qualifications Limited
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 sales Real unit · iCan Qualifications Limited
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 centre Real unit · iCan Qualifications Limited
What you'll be able to do
- Handle contacts identified by the contact distribution system in accordance with organisational procedures
Using Collaborative Technologies Real unit · iCan Qualifications Limited
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 Technologies Real unit · iCan Qualifications Limited
What you'll be able to do
- Take appropriate steps to avoid risks when working with collaborative technology, in line with relevant guidelines
Using Email Real unit · iCan Qualifications Limited
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 Email Real unit · iCan Qualifications Limited
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
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 Internet Real unit · iCan Qualifications Limited
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 service Real unit · iCan Qualifications Limited
What you'll be able to do
- Contribute constructive ideas for improving customer service
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
Develop Productive Working Relationships with Colleagues
- Standard
Develop working relationships with staff from other agencies
- Standard
Effectively Manage Difficult Customers & Resolve Issues
- Standard
Handle customer information to enhance customer service
- Standard
Process information for electoral identity cards
- Standard
Provide customer service within the rules
- Standard
Resolve Customer Service Problems
- Standard
Resolve customer payment queries and disputes
- Standard
Support customers using online customer service
- Standard
Using e-mail
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
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 journeyThe credits, and who awards them
Level 2 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 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 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 - Rehearse the conversation Apply
“Deliver customer service to difficult customers” 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 “Time planning in sales” 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.
What you leave holding
The standards this credential builds, in the shape the product keeps them
Nothing here is marked learned. There is no learner on a public page, so the map shows what the qualification covers rather than what anybody has done.
- 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
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
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.
- 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 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.
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.