Contact Centre Employability Skills

Contact Centre Employability Skills

The National Progression Award (NPA) in Contact Centre Employability Skills at SCQF level 4 provides learners with the skills they need for employment in the contact centre industry or to progress to further study in this sector.

The NPA in Contact Centre Employability Skills will provide opportunities for candidates to develop the following skills:

  • communication skills
  • contact centre employment skills
  • customer service skills
  • ICT skills including, an awareness of data protection, misuse of computers, and do’s and don’ts of social networking
  • team working skills
  • personal skills and attributes to allow candidates to work effectively within the contact centre industry

In addition, the award will provide candidates with the knowledge and practical experience of health and safety practices necessary in a contact centre environment.

This qualification can be delivered in secondary schools and colleges or as a school–college partnership.

Why deliver this qualification

The NPA in Contact Centre Employability Skills at SCQF level 4 is based on National Occupational Standards and is funded by the Scottish Funding Council.

The flexible structure of the NPA lends itself to a variety of delivery approaches and opportunities. It can be embedded within a broader programme of study or used to capture achievement in small chunks of learning. In addition, parts of the award may be delivered on a part-time or full-time basis.

Credit can be built up over a period of time and if a candidate leaves without completing the course they can be credited for the learning they have achieved.

Who does this qualification suit

The NPA is suitable for candidates preparing to enter employment.

This qualification may also be offered as continuing professional development (CPD) for those in employment or as an introductory course for those wishing to progress to a full-time NC or HNC.


There are no pre-set/formal entry requirements for the course. However, candidates should be able to demonstrate the potential to acquire and/or use the necessary level of Core Skills to carry out the course work.

Table 3: Recommended Core Skills entry and exit levels

Access table
Core Skill Recommended entry level (SCQF level) Expected exit level (SCQF Level
Communication 2 4
Information and Communication Technology 2 4
Numeracy 2 4
Problem Solving 2 4
Working with Others 2 4

These recommended entry levels are for guidance only.


It is possible to progress to higher level qualifications such as the SVQ 2 Contact Centre Operations at SCQF level 5.

This NPA can also be used as an introductory course for those wishing to progress to a full-time NC or HNC


Centres with devolved authority for approval should use their own internal approval process.

Centres without devolved authority will have to come forward for approval and should contact SQA’s Business Development Team for guidance.

Assessors and verifiers must be able to meet SQA’s general requirements for technical/occupational competence as outlined in the Guide to Approval.

How to assess

The delivery and assessment of the NPA in Contact Centre Employability Skills is intended to reflect the practical nature of the industry. Detailed observation checklists are likely to be used to record evidence of candidate performance.

Although the content of the NPA in Contact Centre Employability Skills at SCQF level 4 is not specifically designed for online or open learning programmes there is scope for a blended learning approach embracing traditional methods with e-learning and e-assessment.

However, in the case of practical activities, e-assessment is not appropriate. In these cases, other forms of evidence could be encouraged such as video recording. Where alternative methods are used, staff in centres must consider how they will ensure the authentication of candidate evidence.

Qualification content and delivery tools

Qualification structure

Group Award Code: GF97 44

The NPA in Contact Centre Employability has four mandatory Units at SCQF levels 3 and 4 and six optional Units at SCQF levels 3, 4 and 5.

NPA Contact Centre Employability Skills (182 KB)