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)).

There is a feedback form to send us your comments and views on the standards, the qualification structures and the guidance available for the SVQs in Contact Centre Operations.

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

They 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:

• Customer service skills covering the way in which operators/agents and team leaders relate to people and understand the organisation’s approach to customers.
• Specific product and service knowledge and skills relating to what the organisation offers and how its delivery systems work.

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.

• SVQ 3 Contact Centre Operations at SCQF level 6 GF06 23

Qualification content and delivery tools

Information about the qualification(s)

Information about delivery, assessment, quality assurance and support material