Highfield Qualifications · RQF Level 1
Highfield Level 1 NVQ Award 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 1
- Total credits12
- Guided learning35 hours
- Units in this qualification19
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
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, and every one you earn is yours to keep.
Bespoke SoftwareReal 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 centreReal 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 languageReal 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 centreReal 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 centreReal 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 centreReal 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-studyReal 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 FundamentalsReal 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 centreReal 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 attitudeReal 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 problemsReal 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 - inboundReal 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 - outboundReal 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 problemsReal 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 technologyReal 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 TechnologiesReal 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 EmailReal 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 InternetReal 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 centreReal 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 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 1 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.
Where this can lead
Compliance & Safety Coordinator
Your journey starts here, but where it goes is really up to you. We'll provide the opportunities and support, and you bring the drive and curiosity. There's a clear path to becoming a true expert in compliance and safety, making a real difference to people's lives and our business.
See the whole journey →Showing 6 roles, drawn from 13 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 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.
- Remember
- Understand
- Apply
- Analyse
- Evaluate
- Create
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.
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.