Certification Outline
iCQ Level 2 Certificate in Contact Centre Operations (QCF)
A (Mandatory Group A)
UNITS
A.1 Principles of personal effectiveness in a contact centre | T/503/0356 | L2 | 2 (14 hours)
Learning Outcome - The learner will:
Assessment Criterion - The learner can:
1
Know the process for improving personal effectiveness in a contact centre
1.1
List the expectations defined by the job role for working in a contact centre
1.2
Describe the steps in identifying development needs and improving personal effectiveness
1.3
Describe the steps in performance review processes
1.4
Describe how personal development needs are affected by changes in products, services, business processes or legislative/regulatory developments
1.5
Identify the types of learning resources available for improving personal effectiveness in the job role
2
Understand the role of a team in improving personal effectiveness in a contact centre
2.1
Describe the responsibilities of self, manager and team for developing personal effectiveness
2.2
Explain how everyday work in a team leads to learning and personal development opportunities
2.3
Describe the importance of feedback on performance to the learning process
2.4
Explain the link between personal development and team effectiveness
A.2 Principles of health and safety in a contact centre | A/503/0360 | L2 | 1 (8 hours)
Learning Outcome - The learner will:
Assessment Criterion - The learner can:
1
Understand health and safety procedures in a contact centre
1.1
Explain the procedures and techniques relating to health and safety
1.2
Explain how health and safety legislation and/or regulation has an impact on job roles
1.3
Explain the importance of adhering to the manufacturer’s instructions for the use of equipment and tools
2
Understand how to minimise health and safety risks relating to the job role in a contact centre
2.1
Explain the difference between a risk and a hazard in
A (Mandatory Group A)
UNITS
A.1 Principles of personal effectiveness in a contact centre | T/503/0356 | L2 | 2 (14 hours)
Learning Outcome - The learner will:
Assessment Criterion - The learner can:
1
Know the process for improving personal effectiveness in a contact centre
1.1
List the expectations defined by the job role for working in a contact centre
1.2
Describe the steps in identifying development needs and improving personal effectiveness
1.3
Describe the steps in performance review processes
1.4
Describe how personal development needs are affected by changes in products, services, business processes or legislative/regulatory developments
1.5
Identify the types of learning resources available for improving personal effectiveness in the job role
2
Understand the role of a team in improving personal effectiveness in a contact centre
2.1
Describe the responsibilities of self, manager and team for developing personal effectiveness
2.2
Explain how everyday work in a team leads to learning and personal development opportunities
2.3
Describe the importance of feedback on performance to the learning process
2.4
Explain the link between personal development and team effectiveness
A.2 Principles of health and safety in a contact centre | A/503/0360 | L2 | 1 (8 hours)
Learning Outcome - The learner will:
Assessment Criterion - The learner can:
1
Understand health and safety procedures in a contact centre
1.1
Explain the procedures and techniques relating to health and safety
1.2
Explain how health and safety legislation and/or regulation has an impact on job roles
1.3
Explain the importance of adhering to the manufacturer’s instructions for the use of equipment and tools
2
Understand how to minimise health and safety risks relating to the job role in a contact centre
2.1
Explain the difference between a risk and a hazard in