Contact Centre Operations Apprenticeship Level 2

As an intermediate apprentice you will learn the key concepts of contact centre operations. These could involve technical skills to operate the communication technology, knowledge skills needed to navigate software, communicating with customers, building relationships with customers and colleagues, resolving problems, promoting products and/or services, making sales, using appropriate communication channels, keeping records, gathering customer feedback and working in a team.


The apprenticeship comprises the following qualifications:

  • NVQ Certificate in Contact Centre Operations
  • Certificate in Contact Centre Operations
  • Maths and English

The purpose of this qualification is to equip you with the knowledge and competence you’ll need to work effectively in contact centres.

The objective is to develop competence and knowledge in a range of activities including customer care, direct selling and providing remote support for products or services.

  • Improve personal effectiveness at work in a contact centre
  • Comply with health and safety procedures in a contact centre
  • Use systems and technology during customer contact
  • Deliver customer service
  • Carry out direct sales activities
  • Communicate information to customers

There are more optional units appropriate to the job role of the apprentice to choose from.

Entry Requirements

You must have an employer to support you through your Apprenticeship and give you time off work to attend college.  Many people find their own job or are already employed, but if not college staff can attempt to help you find employment.

Working in call centre role for a minimum of 30 hours per week and able to undertake work to satisfy the criteria of the qualification.

Maths, English and ICT at Level 2 in Functional/Key Skills or GCSE A* – C will exempt the learner from these aspects of the Apprenticeship framework.

Assessment Methods

To achieve the knowledge and competence elements of the Certificate in Contact Centre Operations, learners must successfully demonstrate their achievement of all learning outcomes and assessment criteria of the units which are assessed through the production of a portfolio of evidence.


Intermediate apprentices can progress onto the Level 3 advanced apprenticeship in Contact Centre Operations, other Advanced apprenticeships such as Customer Service, Business Administration, Retail and Sales.

With additional training, intermediate apprentices may be able to progress in their careers to roles such as Sales Team Leader, Customer Service Team Leader, Contact Centre Team Leader.

Fees & Funding

As an apprentice it will not cost you anything to do the course.  If you are aged 19 or over your employer will be expected to make a contribution of £300 towards your fees.


For more information on applying for this course please see the Apply page.

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Kirklees College