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Contact Centre Operations

Welcome to the subject homepage for SVQs in Contact Centre Operations, you will find information relating to the structure of each award, assessment guidance and  candidate portfolios (including the National Occupational Standards (NOS)). We hope that you find this information interesting and useful.

Please note that there is also a feedback form which gives you the opportunity to send us your comments and views on the standards, the qualification structures and the range of guidance currently available for the SVQs in Contact Centre Operations.

The SVQs in Contact Centre Operations are intended for people working in a wide variety of job roles within a contact centre.

These people may be working as contact centre operators, contact centre agents, team leaders etc. The skills and knowledge required for these occupations can be grouped into two sets:

The SVQs are designed to be assessed in the workplace. The types of workplace can be varied and while they can also vary in size, it is generally accepted that a contact centre will have a minimum of ten staff directly involved in the customer contact process.

Revised SVQs in Contact Centre Operations

The National Occupational Standards and SVQ structures for Contact Centre awards have been revised. SQA offers the SVQ 2 in Contact Centre Operations at SCQF level 5 and the SVQ 3 in Contact Centre Operations at SCQF level 6. These awards were accredited on 14 March 2012 and will lapse on 31 March 2017.

More detail on the qualifications is shown in the sections below.

Use the tabs below to open each section individually. Alternatively you can show all the sections.

Qualification content and delivery tools

Assessment Guidance

Assessment Strategy for 2005 awards

Assessment Strategy for 2012 awards

Assessors Guidelines

Assessor Guidelines for 2005 awards

Assessor Guidelines for 2012 awards

Candidate Recording Forms

Candidate Recording Forms for 2005 awards

Contact Centre Operations Level 2

Contact Centre Operations Level 3

 

Candidates Recording Forms 2012 awards (including NOS and evidence requirements)

Candidate Recording Forms for 2012 awards

SVQ 2 Contact Centre Operations

Unit Code Document
F9A0 04  IT Using the Internet 2 (39 KB) 
  IT Using the Internet 2
F9A3 04  IT Using Email 1 (33 KB) 
  IT Using Email 1
F9A4 04  IT Using Email 2 (33 KB) 
  IT Using Email 2
F9A6 04  IT Using Collaborative Technologies 1 (38 KB) 
  IT Using Collaborative Technologies 1
F9A7 04  IT Using Collaborative Technologies 2 (39 KB)
  IT Using Collaborative Technologies 2
F9AP 04  IT Bespoke Software 2 (34 KB) 
  IT Bespoke Software 2
F9D7 04  Word Processing Software 2 (94 KB) 
  Word Processing Software
F99W 04  IT Communication Fundamentals 1 (36 KB) 
  IT Communication Fundamentals 1
F99X 04  IT Communication Fundamentals 2 (35 KB) 
  IT Communication Fundamentals 2
F99Y 04  IT Using the Internet 1 (37 KB) 
  IT Using the Internet 1
F940 04  Give Customers a Positive Impression of Yourself and Your Organisation (30 KB) 
  Give Customers a Positive Impression of Yourself and Your Organisation (30 KB) 
F941 04  Resolve Customer Service Problems (28 KB) 
  Resolve Customer Service Problems
F942 04  Promote Additional Services or Products to Customers (28 KB) 
  Promote Additional Services or Products to Customers
F944 04  Maintain Customer Service Through Effective Handover (30 KB) 
  Maintain Customer Service Through Effective Handover
FD3H 04  Develop Productive Working Relationships with Colleagues (43 KB) 
  Develop Productive Working Relationships with Colleagues
FE1N 04  Follow the Rules to Deliver Customer Service (27 KB) 
  Follow the Rules to Deliver Customer Service
FE2A 04  Deal with Incoming Telephone Calls From Customers (34 KB) 
  Deal with Incoming Telephone Calls From Customers
FE2D 04  Deliver Customer Service to Difficult Customers (30 KB) 
  Deliver Customer Service to Difficult Customers
FE2G 04  Process Customer Service Complaints (31 KB) 
  Process Customer Service Complaints
FE2L 04  Support Customers Using Online Customer Service (29 KB) 
  Support Customers Using Online Customer Service
FE2M 04  Buddy a Colleague to Develop their Customer Service Skills (34 KB) 
  Buddy a Colleague to Develop their Customer Service Skills
FE2N 04  Develop Your Own Customer Service Skills Through Self-study (29 KB) 
  Develop Your Own Customer Service Skills Through Self-study 
FE20 04 Deal with Customers Using Bespoke Software (30 KB)
  Deal with Customers Using Bespoke Software 
FE25 04 Process Information About Customers (29 KB)
  Process Information About Customers 
FE36 04 Work with Others to Improve Customer Service (27 KB)
  Work with Others to Improve Customer Service 
H11S 04 Use Systems and Technology During Customer Contact in a Contact Centre (42 KB)
   Use Systems and Technology During Customer Contact in a Contact Centre
H11T 04 Deliver Customer Service Through a Contact Centre (31 KB)
  Deliver Customer Service Through a Contact Centre
H11V 04 Carry Out Direct Sales Activities in a Contact Centre (34 KB)
  Carry Out Direct Sales Activities in a Contact Centre
H11W 04 Communicate Information in Customer Contact Through a Contact Centre (30 KB)
  Communicate Information in Customer Contact Through a Contact Centre
H11X 04 Provide Support Through a Contact Centre for Specified Products and/or Services (32 KB)
  Provide Support Through a Contact Centre for Specified Products and/or Services
H11Y 04 Deal with Incidents Through a Contact Centre (31 KB)
  Deal with Incidents Through a Contact Centre
H12P 04 Comply with Health and Safety Procedures in a Contact Centre (28 KB)
  Comply with Health and Safety Procedures in a Contact Centre
H12S 04 Improve Your Personal Effectiveness at Work in a Contact Centre (31 KB)
  Improve Your Personal Effectiveness at Work in a Contact Centre
H120 04 Support Customers and Colleagues when Providing Contact Centre Services (33 KB)
  Support Customers and Colleagues when Providing Contact Centre Services
H121 04 Sell Products or Services Over the Telephone (40 KB)
  Sell Products or Services Over the Telephone
H122 04 Handle Objections and Close Sales (39 KB)
  Handle Objections and Close Sales
H123 04 Prioritise Information for Sales Planning (33 KB)
  Prioritise Information for Sales Planning
H124 04 Input and Access Data in Your Organisation's Information Systems (39 KB)
  Input and Access Data in Your Organisation's Information Systems

SVQ 3 Contact Centre Operations

Unit Code Document
DR67 04 Manage Your Own Resources and Professional Development (45 KB)
  Manage Your Own Resources and Professional Development (55 KB)
F2H2 04 Lead Meetings (43 KB)
  Lead Meetings (281 KB)
F9A0 04 IT Using the Internet 2 (39 KB) 
  IT Using the Internet 2 (40 KB)
F9A4 04 IT Using Email 2 (33 KB)
  IT Using Email 2 (33 KB)
F9A7 04 IT Using Collaborative Technologies 2 (39 KB)
  IT Using Collaborative Technologies 2 (39 KB)
F9AR 04 Bespoke Software 3 (76 KB)
  Bespoke Software 3 (45 KB)
F99W 04 IT Communication Fundamentals 1 (36 KB) 
  IT Communication Fundamentals 1 (34 KB)
F944 04 Maintain Customer Service Through Effective Handover (30 KB)
  Maintain Customer Service Through Effective Handover (31 KB)
FD3H 04 Develop Productive Working Relationships with Colleagues (43 KB)
  Develop Productive Working Relationships with Colleagues (47 KB)
FE2G 04 Process Customer Service Complaints (31 KB)
  Process Customer Service Complaints (32 KB)
FE2L 04 Support Customers Using Online Customer Service (29 KB)
  Support Customers Using Online Customer Service (31 KB)
FE2M 04 Buddy a Colleague to Develop their Customer Service Skills (34 KB) 
  Buddy a Colleague to Develop their Customer Service Skills (34 KB)
FE2N 04 Develop Your Own Customer Service Skills Through Self-study (29 KB) 
  Develop Your Own Customer Service Skills Through Self-study (31 KB)
FE2Y 04 Build a Customer Service Knowledge Set (29 KB)
  Build a Customer Service Knowledge Set (31 KB)
FE3A 04 Lead a Team to Improve Customer Service (30 KB)
  Lead a Team to Improve Customer Service (32 KB)
FE3C 04  Gather, Analyse and Interpret Customer Feedback (34 KB) 
  Gather, Analyse and Interpret Customer Feedback (34 KB)
FE3D 04  Monitor the Quality of Customer Service Transactions (30 KB) 
  Monitor the Quality of Customer Service Transactions (34 KB)
FE3G 04  Champion Customer Service (30 KB) 
  Champion Customer Service (32 KB)
FE3P 04  Handle Referred Customer Complaints (28 KB) 
  Handle Referred Customer Complaints (32 KB)
FE20 04  Deal with Customers Using Bespoke Software (30 KB)
  Deal with Customers Using Bespoke Software (32 KB)
FE31 04  Organise the Delivery of Reliable Customer Service (31 KB) 
  Organise the Delivery of Reliable Customer Service (33 KB)
FE36 04 Work with Others to Improve Customer Service (27 KB)
  Work with Others to Improve Customer Service (31 KB)
FM4J 04 Provide Leadership for Your Team (44 KB)
  Provide Leadership for Your Team (47 KB)
FM4L 04 Promote Equality of Opportunity, Diversity and Inclusion in Your Area of Responsibility (43 KB)
  Promote Equality of Opportunity, Diversity and Inclusion in Your Area of Responsibility (48 KB)
FM4N 04 Encourage Innovation in Your Team (41 KB)
  Encourage Innovation in Your Team (45 KB)
FM52 04  Allocate and Check Work in Your Team (49 KB) 
  Allocate and Check Work in Your Team (48 KB)
FM55 04  Reduce and Manage Conflict in Your Team (39 KB)
  Reduce and Manage Conflict in Your Team (44 KB)
FM62 04  Manage the Delivery of Customer Service in Your Area of Responsibility (44 KB)
  Manage the Delivery of Customer Service in Your Area of Responsibility (47 KB)
FM63 04  Prepare Sales Proposals and Deliver Sales Presentations (39 KB) 
  Prepare Sales Propolsals and Deliver Sales Presentations (41 KB)
FM64 04 Sell Products/Services to Customers (36 KB)
  Sell Products/Services to Customers (38 KB)
H11V 04 Carry Out Direct Sales Activities in a Contact Centre (34 KB)
  Carry Out Direct Sales Activities in a Contact Centre (34 KB)
H11Y 04 Deal with Incidents Through a Contact Centre (31 KB)
  Deal with Incidents Through a Contact Centre (28 KB)
H12A 04 Communicate Information to Customers in Different but Familiar Contexts Through a Contact Centre (31 KB)
  Communicate Information to Customers in Different but Familiar Contexts Trhough a Contact Centre (32 KB)
H12B 04 Contribute to Performance Management in a Contact Centre (31 KB)
  Contribute to Performance Management in a Contact Centre (34 KB)
H12C 04 Contribute to Resource Plan Development in Contact Centre Operations (32 KB)
  Contribute to Resource Plan Development in Contact Centre Operations (34 KB)
H12D 04 Manage Incidents Referred to in a Contact Centre (31 KB)
  Manage Incidents Referred to in a Contatct Centre (29 KB)
H12E 04 Manage Customer Service Delivery in a Contact Centre (32 KB)
  Manage Customer Service Delivery in a Contact Centre (35 KB)
H12F 04 Monitor and Oversee Direct Sales Activities in a Contact Centre (32 KB)
  Monitor and Oversee Direct Sales Activities in a Contact Centre (44 KB)
H12G 04 Co-ordinate Customer Communication Processes in a Contact Centre (30 KB)
  Co-ordinate Customer Communication Processes in a Contact Centre (33 KB)
H12H 04 Review and Maintain Customer Support Operations in a Contact Centre (31 KB)
  Review and Maintain Customer Support Operations in a Contact Centre (34 KB)
H12J 04 Lead a Sales Team (40 KB)
  Lead a Sales Team (49 KB)
H12K 04  Contribute to the Development of New Products and Services (39 KB)
  Contribute to the Development of New Products and Services (40 KB)
H12P 04 Comply with Health and Safety Procedures in a Contact Centre (28 KB)
  Comply with Health and Safety Procedures in a Contact Centre (41 KB)
H120 04 Support Customers and Colleagues when Providing Contact Centre Services (33 KB)
  Support Cusotmers and Colleagues when Providing Contact Centre Services (35 KB)
H122 04 Handle Objections and Close Sales (39 KB)
  Handle Objections and Close Sales (39 KB)
H125 04 Seek Opportunites to Develop Your Own Personal Effectiveness at Work in a Contact Centre (32 KB)
  Seek Opportunities to Develop Your Own Personal Effectiveness at Work in a Contact Centre (48 KB)
H126 04 Monitor Health and Safety Procedures in a Contact Centre (33 KB)
  Monitor Health and Safety Procedures in a Contact Centre (33 KB)
H127 04 Support Team Use of Contact Centre Systems and Technology (32 KB)
  Support Team Use of Contact Centre Systems and Technology (31 KB)
H128 04 Supervise Customer Service Activities in a Contact Centre Team (31 KB)
  Supervise Customer Service Activities in a Contact Centre Team (33 KB)
H129 04 Lead Direct Sales Activities in a Contact Centre Team (33 KB)
  Lead Direct Sales Activities in a Contact Centre Team (49 KB)

 

SVQ Structures

Feeback Form

SQA would welcome your views, comments or feedback on the standards, qualification structures and guidance for SVQs in Contact Centre Operations. Please find below a form for your feedback:

Please send your feedback to: elaine.snell@sqa.org.uk