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 Highfield Qualifications has approved to offer this qualification. Zavmo is not an approved centre, so you register with them, not with us.
- The centre assesses, and Highfield Qualifications awards. A qualified assessor at the centre judges your evidence, and the certificate comes from Highfield Qualifications.
The Highfield Level 1 NVQ Award in Contact Centre Operations (RQF) prepares learners for employment in the contact centre industry, equipping them with the knowledge, understanding, and skills needed to work in this sector.
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. 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 Highfield Qualifications. It does the teaching and the mapping. Highfield Qualifications sets this qualification and awards it, and a qualified human assessor makes the assessment decision.
Free first step
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What each unit actually teaches you to do
Bespoke Software Real unit · Highfield Qualifications
What you'll be able to do
- Input information accurately into bespoke software applications
- Organise information effectively using the features of bespoke software
- Combine information from different sources using bespoke software
- Use editing tools within bespoke software to refine information
- Process information using the functions available in bespoke software
- Format information clearly and consistently using bespoke software
- Present information in a suitable format using bespoke software
Communicate information to customers through a contact centre Real unit · Highfield Qualifications
What you'll be able to do
- Talk to customers on a familiar subject in a contact centre
- Communicate in writing on a familiar subject in a contact centre
- Understand how to communicate with customers in a contact centre
Communicate using customer service language Real unit · Highfield Qualifications
What you'll be able to do
- Identify different types of customers, their characteristics and their expectations
- Identify the organisation’s services and products and their key features
- Communicate effectively with customers using appropriate customer service language and techniques
Comply with health and safety procedures in a contact centre Real unit · Highfield Qualifications
What you'll be able to do
- Comply with organisational health and safety procedures in a contact centre
- Minimise health and safety risks relating to the job role in a contact centre
- Understand the principles of health and safety in a contact centre
Contribute to customer service in a contact centre Real unit · Highfield Qualifications
What you'll be able to do
- Meet customer expectations in a contact centre
- Meet organisational and regulatory requirements during customer contact
- Gather specified customer satisfaction information in a contact centre
Contribute to sales activities in a contact centre Real unit · Highfield Qualifications
What you'll be able to do
- Gather and use specified sales information in a contact centre
- Make direct sales to customers through a contact centre
- Understand sales activities in a contact centre
Develop your own customer service skills through self-study Real unit · Highfield Qualifications
What you'll be able to do
- Identify and find ways to learn more about customer service and their job role
- Use a range of self-development sources to extend their customer service skills and knowledge
- Develop their own customer service skills through self-study, including identifying learning needs and resources
IT Communication Fundamentals Real unit · Highfield Qualifications
What you'll be able to do
- Use a variety of information sources to meet specific needs
- Access Internet-based information effectively
- Search for relevant information on the Internet using appropriate techniques
- Select appropriate information from Internet sources
- Use Internet-based information effectively to meet needs
- Assess the fitness for purpose of Internet-based information
- Select appropriate IT tools for communication and information exchange
- Use IT tools to communicate information effectively
- Use IT tools to exchange information efficiently
Improve personal effectiveness at work in a contact centre Real unit · Highfield Qualifications
What you'll be able to do
- Assess personal effectiveness in a contact centre
- Carry out development activities to improve personal effectiveness in a contact centre
- Work with others in a contact centre team to improve personal performance
- Understand how to improve personal effectiveness in a contact centre
Maintain a positive and customer-friendly attitude Real unit · Highfield Qualifications
What you'll be able to do
- Demonstrate the right attitude for customer service in a range of situations
- Demonstrate appropriate and positive behaviours when interacting with customers
- Maintain a positive and customer-friendly attitude in all customer interactions
Recognise and deal with customer queries, requests and problems Real unit · Highfield Qualifications
What you'll be able to do
- Recognise different types of customer queries and requests.
- Deal with customer queries and requests in a professional and timely manner.
- Recognise different types of customer problems and complaints.
- Deal with customer problems and complaints effectively and efficiently.
- Explain how to identify customer queries, requests and problems.
- Describe the procedures for dealing with customer queries, requests and problems in line with organisational policies.
Selling by telephone - inbound Real unit · Highfield Qualifications
What you'll be able to do
- Understand the principles of selling by telephone (inbound) and the importance of customer service.
- Understand how to effectively close a sale during inbound telephone sales calls, using appropriate techniques.
- Prepare for an inbound telephone sales call, gathering necessary information and resources.
- Identify customer needs during inbound telephone sales calls through effective questioning and active listening.
- Present products and/or services to the customer during inbound telephone sales calls, highlighting key features and benefits.
- Deal with sales objections during inbound telephone sales calls, addressing concerns and providing solutions.
- Close the sale during inbound telephone sales calls, confirming details and arranging next steps.
Selling by telephone - outbound Real unit · Highfield Qualifications
What you'll be able to do
- Understand the fundamental principles of selling by telephone (outbound)
- Understand techniques to effectively close a sale during outbound telephone sales calls
- Prepare effectively for making outbound telephone sales calls
- Accurately identify customer needs during outbound telephone sales calls
- Present relevant products and/or services to the customer during outbound telephone sales calls
- Deal effectively with sales objections raised during outbound telephone sales calls
- Successfully close the sale during outbound telephone sales calls
Take details of customer service problems Real unit · Highfield Qualifications
What you'll be able to do
- Respond appropriately to customers who raise a problem, demonstrating empathy and understanding
- Gather detailed information from customers who raise a problem, ensuring all relevant facts are recorded accurately
- Pass details of problems raised by customers to the appropriate colleague who can deal with them effectively
- Take details of customer service problems, including questioning techniques and record-keeping procedures
Use specific features of contact centre systems and technology Real unit · Highfield Qualifications
What you'll be able to do
- Use contact centre systems and technology to carry out customer contact tasks
- Understand contact centre systems and technology
Using Collaborative Technologies Real unit · Highfield Qualifications
What you'll be able to do
- Stay safe and secure when using collaborative technology, adhering to organisational policies and procedures.
- Set up and access IT tools and devices for collaborative working, ensuring they are functioning correctly.
- Prepare collaborative technologies for use, ensuring all participants have the necessary access and information.
- Contribute to tasks using collaborative technologies, sharing information and ideas effectively with others.
Using Email Real unit · Highfield Qualifications
What you'll be able to do
- Use e-mail software tools and techniques to compose e-mail messages
- Use e-mail software tools and techniques to send e-mail messages
- Manage incoming email effectively by prioritising and organising messages
Using the Internet Real unit · Highfield Qualifications
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 clear and concise manner
- Follow safety practices when working online to protect personal information
- Understand the need for security practices when working online to prevent cyber threats
Work with others to support customers in a contact centre Real unit · Highfield Qualifications
What you'll be able to do
- Establish and validate customers’ identities in a contact centre
- Communicate information about specified products and/or services in a contact centre
- Hand over customer contacts to others in a contact centre
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
Recognise and Deal with Customer Queries, Requests, and Problems
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.
- 2 records
- 1 record
- 1 record
- 1 record
- 1 record
- 1 record
Showing 6 roles, drawn from 11 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
Compliance & Safety Coordinator
This work can lead to advising on compliance and safety, auditing quality systems, or managing a compliance team.
See the whole journeyThe credits, and who awards them
Level 1 credits are regulated, and they are awarded by Highfield Qualifications 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 SoftwareCommunicate information to customers through a contact centreCommunicate using customer service languageComply with health and safety procedures in a contact centreContribute to customer service in a contact centreContribute to sales activities in a contact centreDevelop your own customer service skills through self-studyIT Communication Fundamentals
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 - Pitch it Evaluate
“Contribute to 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.
- 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.
- Map a live decision Analyse
“Use specific features of contact centre systems and technology” runs on a decision you are facing now. Zavmo maps it with you and shows what the second-order effect looks like before you find out the slow way.
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
This unit develops learners' skills in using bespoke software to input, organise, and process information. Learners will also learn to edit, format, and present data accurately using software tools.
- 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 Highfield Level 1 NVQ Award in Contact Centre Operations (RQF)
19 units in this credential, in the order it lists them, awarded by Highfield Qualifications.
- Bespoke Software
- Communicate information to customers through a contact centre
- Communicate using customer service language
- Comply with health and safety procedures in a contact centre
- Contribute to customer service in a contact centre
- Contribute to sales activities in a contact centre
and 13 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.