Highfield Qualifications · RQF Level 3
HABC Level 3 NVQ Diploma in Contact Centre Operations (QCF)
You don’t just earn this. You learn to use it, one-to-one, on your own real work.
- LevelRQF Level 3
- Total credits42
- Units in this qualification23
Awarded by Highfield Qualifications · on the Ofqual register
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See how this course maps onto your role
Ten quick questions, one per Future Fluency, asked against this qualification rather than a generic one.
About 5 minutes · No card · Nothing to commit to
What you’ll learn
What each unit actually teaches you to do
These are the units Highfield Qualifications registers against this qualification. It is a catalogue, not a syllabus. Which of them you take depends on the combination the qualification requires, and that is set by the awarding body rather than by us. Every unit here is regulated, and every one you earn is yours to keep.
Carry out direct sales activities in a contact centreReal unit · Highfield Qualifications
What you'll be able to do
- Gather information needed for direct sales activities in a contact centre, in accordance with organisational procedures.
- Carry out direct sales to customers through a contact centre, using appropriate sales techniques.
- Keep accurate and up-to-date direct sales records within a contact centre, in line with data protection requirements.
- Comply with relevant regulations and legislation during direct sales activities in a contact centre.
- Understand how to conduct sales activities effectively and ethically in a contact centre environment.
Communicate information to customers through a contact centreReal unit · Highfield Qualifications
What you'll be able to do
- Communicate verbally with customers referred by others in a contact centre
- Communicate in writing with customers referred by others in a contact centre
- Support colleagues and monitor compliance with organisational communications guidelines in a contact centre
- Understand the principles of communication with customers in a contact centre
Contribute to performance management in a contact centreReal unit · Highfield Qualifications
What you'll be able to do
- Monitor individual and team performance in a contact centre
- Contribute to the enhancement of performance in a contact centre
- Understand performance management in a contact centre
Contribute to resource plan development in contact centre operationsReal unit · Highfield Qualifications
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
Coordinate customer communication processes in a contact centreReal unit · Highfield Qualifications
What you'll be able to do
- Develop customer communication policies in a contact centre
- Support the development of customer service procedures and guidelines for use by front line colleagues in a contact centre
- Enhance customer service through effective customer communication in a contact centre
- Understand the principles of managing communication with customers in a contact centre
Develop personal and organisational effectiveness in a contact centreReal unit · Highfield Qualifications
What you'll be able to do
- Improve performance in a contact centre
- Obtain feedback on work performance in a contact centre
- Use feedback to improve personal and organisational effectiveness in a contact centre
- Understand the principles underpinning personal and organisational effectiveness in a contact centre
Handle referred customer complaintsReal unit · Highfield Qualifications
What you'll be able to do
- Investigate referred customer complaints
- Take action to deal with referred customer complaints
- Identify repeated customer complaints and recommend changes to policies and procedures
- Understand how to handle referred customer complaints
Handling objections and closing salesReal unit · Highfield Qualifications
What you'll be able to do
- Understand how to handle sales objections effectively, including identifying the underlying reasons for objections and using appropriate techniques to address them.
- Understand how to close the sale successfully, including recognising buying signals and using closing techniques.
- Handle objections professionally and effectively in a sales situation.
- Close the sale confidently and persuasively, achieving sales targets.
Lead and manage meetingsReal unit · Highfield Qualifications
What you'll be able to do
- Prepare to lead a meeting.
- Manage meeting procedures.
- Chair a meeting.
- Undertake post-meeting tasks.
Lead direct sales activities in a contact centre teamReal unit · Highfield Qualifications
What you'll be able to do
- Carry out direct sales activities effectively and efficiently in a contact centre environment.
- Analyse contact centre sales data to identify trends, opportunities, and areas for improvement.
- Lead a team involved in direct sales activities in a contact centre, providing guidance, support, and motivation.
- Understand the key elements of successful sales activities within a contact centre team, including communication, teamwork, and performance management.
Leading a sales or marketing teamReal unit · Highfield Qualifications
What you'll be able to do
- Set clear and achievable targets for the sales or marketing team, aligned with organisational objectives.
- Support the motivation of the sales or marketing team, using appropriate motivational techniques and incentives.
- Monitor and evaluate the progress of the sales or marketing team against agreed targets, providing feedback and support as needed.
Maintain customer support operations in a contact centreReal unit · Highfield Qualifications
What you'll be able to do
- Review customer contact activities in a contact centre
- Deal with customer complaints about customer contacts and/or products and/or services
- Ensure compliance with organisational and regulatory requirements in a contact centre
- Understand the management of customer support in a contact centre
Manage conflict in a teamReal unit · Highfield Qualifications
What you'll be able to do
- Support team members’ understanding of their role and position within a team.
- Take measures to minimise conflict within a team.
- Understand how to encourage team members to resolve their own conflicts.
- Understand legal and organisational requirements concerning conflict.
Manage customer service delivery in a contact centreReal unit · Highfield Qualifications
What you'll be able to do
- Manage escalation processes for difficult customer service issues in a contact centre
- Manage the monitoring of customer service performance and feedback in a contact centre
- Review organisational and regulatory requirements for customer service delivery in a contact centre
- Understand the management of customer service in contact centres
Manage customer service in own area of responsibilityReal unit · Highfield Qualifications
What you'll be able to do
- Establish and communicate measurable customer service standards for own area of responsibility.
- Support staff in meeting customer service standards.
- Monitor and evaluate customer service performance, systems and processes.
Manage direct sales activities in a contact centreReal unit · Highfield Qualifications
What you'll be able to do
- Review the use of sales information and sales techniques within a contact centre, identifying areas for improvement.
- Develop plans for direct sales activities in a contact centre, taking into account market trends and customer needs.
- Develop individual and team sales performance in a contact centre, through coaching, training, and performance management.
- Understand the key principles and practices involved in the effective management of sales activities within a contact centre.
Manage or support equality of opportunity, diversity and inclusion in own area of responsibilityReal unit · Highfield Qualifications
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.
Monitor health and safety procedures in a contact centreReal unit · Highfield Qualifications
What you'll be able to do
- Assess health and safety risks in a contact centre
- Monitor compliance with health and safety procedures in a contact centre
- Provide guidance on health and safety matters in a contact centre
- Understand the principles underpinning health and safety in their area of work in a contact centre
Negotiating, handling objections and closing salesReal unit · Highfield Qualifications
What you'll be able to do
- Understand how to handle objections and negotiate effectively with customers to achieve a successful sale.
- Prepare thoroughly for potential objections and negotiation scenarios when dealing with customers.
- Handle customer objections professionally and effectively, addressing concerns and providing solutions.
- Negotiate with customers to reach mutually beneficial agreements, while maintaining profitability.
- Close the sale effectively following negotiation, confirming the agreement and ensuring customer satisfaction.
Supervise customer service activities in a contact centre teamReal unit · Highfield Qualifications
What you'll be able to do
- Resolve difficulties in customer service in a contact centre
- Monitor customer service performance and compliance with contact centre organisational and regulatory requirements
- Understand customer service activities in contact centres
Support customers and colleagues when providing contact centre servicesReal unit · Highfield Qualifications
What you'll be able to do
- Communicate information about products and/or services to customers in a contact centre
- Monitor compliance with organisational requirements for customer contacts
- Provide advice and support to colleagues in a contact centre
- Understand how to support colleagues and customers in a contact centre
Support team members in identifying, developing and implementing new ideasReal unit · Highfield Qualifications
What you'll be able to do
- Develop team ideas and develop the creativity of team members
- Assess the viability of team members’ ideas.
- Support team members to implement ideas.
- Implement team ideas.
Support team use of contact centre systems and technologyReal unit · Highfield Qualifications
What you'll be able to do
- Provide guidance to colleagues on contact centre systems and technology
- Produce new reports in a contact centre
- Adjust system parametres to optimise performance in a contact centre
- Report on potential system enhancements in a contact centre
- Understand the use of systems and technology to support contact centre operations
The honest bit
You’ve started things before
Most courses were built for a room full of people who aren’t you. A cohort moves on whether or not your week allowed it, and by the third week the thing you’re behind on becomes the reason you stop opening it.
There’s no cohort here, and no timetable to fall behind. Before anything starts, Zavmo asks when you’re sharpest and how long you can realistically sit down for, then builds the sessions around those answers. A bad fortnight changes your pace. It doesn’t put you behind.
And you only pay once you start learning. Searching and planning are free, and you can cancel any time — so the cost of finding out is an afternoon, not a year.
Your passport
Every credit is a stamp you keep
Level 3 credits are regulated. They don’t vanish when a subscription ends or a website closes. They travel to any employer, and Zavmo keeps the map of what you’ve earned and what’s next.
Each stamp is a real unit registered against this qualification.
Who’d teach you this
The Evidence Evaluator
Assessor
Helps you show what you can actually do, gathering the evidence that proves it as you learn.
Meet all twelve tutorsWhere this connects
Where these credits take you
A qualification is never a dead end here. See the jobs its credits open, the national occupational standards its units map to, and the future skills they quietly build.
- Coordinate Communication for Strategic Organizational Alignment
- Cultivating a Safe Workplace Through Research and Engagement
- Lead Meetings
- Make effective outbound telephone calls to customers
- Manage Conflict in Your Team
- Manage Customer Service in a Contact Centre
- Manage customer communication over complex matters
- Monitor and review the effectiveness of services and initiatives to protect health, wellbeing and safety
Where this can lead
Contact Centre Supervisor
Your journey here starts with making a real difference to customers and supporting your team. Where you go from there is up to you. We're here to help you grow, whether that's climbing the management ladder, becoming a specialist guru, or even taking your skills into a completely different part of the business. The opportunities are pretty broad if you're willing to put in the work and keep learning.
See the whole journey →Showing 6 roles, drawn from 126 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.
How you’ll actually learn this
One-to-one, on your own real work
A qualification is usually something done to you: sit the class, sit the exam, hope it sticks. Here it’s the opposite. You learn it one-to-one with a companion, on your own real work, and you keep going until you can use it, not just recall it.
Applied to your work in any of these jobs
This unit equips learners with the skills to carry out direct sales activities in a contact centre. It covers gathering information, applying sales techniques, maintaining accurate records, and complying with relevant regulations and legislation.
- Remember
- Understand
- Apply
- Analyse
- Evaluate
- Create
Built for HABC Level 3 NVQ Diploma in Contact Centre Operations (QCF)
23 units in this credential, in the order it lists them, awarded by Highfield Qualifications.
- Carry out direct sales activities in a contact centre
- Communicate information to customers through a contact centre
- Contribute to performance management in a contact centre
- Contribute to resource plan development in contact centre operations
- Coordinate customer communication processes in a contact centre
- Develop personal and organisational effectiveness in a contact centre
and 17 more in the full unit list below.
One to one, not one to many
No two people run this the same way
A course is written once and handed to everyone. This is assembled around you, and keeps changing as it learns you. Five things it reads, and what each one changes.
- Your actual work Every unit is taught against a live piece of your own work, not a worked example from a textbook.
- What you already know The first conversation finds your starting point, so you skip what you can already do and spend the time on what you cannot.
- The conditions you learn under Not a learning-styles quiz. The evidence does not support those. The dimensions the research does back, read once and used to shape the plan.
- How far you got last time It picks up mid-thought. The tutor knows what you said, what you struggled with, and what it asked you to try.
- Which tutor suits the moment Twelve of them, each for a different kind of thinking. The one who walks you through a first idea is not the one who stress-tests it.
See how you learn, free. Eight questions, no sign-up. A directional taster; the diagnostic inside Zavmo goes deeper and keeps adapting.
Why it sticks
Most courses stop at remembering
There’s a well-known ladder of how deeply you learn something, called Bloom’s Taxonomy. Most courses get you up the first two rungs: you remember some facts, you pass a test, you forget it. Real skill lives at the top. Judging, deciding, creating. And this isn’t a generic ladder: every rung has a named Zavmo tutor who walks you up it.
- 6CreateThe Creative Catalyst
- 5EvaluateThe Evidence Evaluator
- 4AnalyseThe Analyst
- 3ApplyThe Coach
- 2UnderstandThe Connector
- 1RememberThe Builder
Where most courses leave you Where Zavmo takes you
The value
Why the companion is worth £70 a month
You’re not paying for the units. They’re regulated, and the same wherever you earn them. You’re paying for the one thing that decides whether you actually get there: a companion that makes them stick, on your real work.
That is one-to-one on this qualification, every day, on the work you already do, for £70 a month. Your first module is free, so you can see the teaching before you pay for any of it. Billed monthly, cancel any time and billing stops.
Earned on your own work, taught to the top.
Everything you just read, learned one-to-one on the job you already do. Your first module is free, so you can see the teaching before you pay for any of it.
Build my plan, freeNo card. See how this qualification maps onto your role and meet the tutors who’d teach it, free. The learning begins when you subscribe. It’s £70 a month, billed monthly. Cancel any time and billing stops.