Contact Centre Operations Courses

Level 2 Certificate in Contact Centre Operations

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On this course, learners will have the opportunity to learn, develop and practice skills required to make an effective contribution to a contact centre environment. Units in the qualification cover all areas of working in a contact centre including aspects of sales, communication, customer support and IT.

This qualification is aimed at learners currently working in the contact centre industry. It is designed to give learners the knowledge, skills and confidence needed to work in supporting their customers and clients.

This course is made up of 2 mandatory units and a selection of optional modules to further enhance and tailor your qualification. To give you an understanding of what you will be learning on this course, topics and module units include:

  • Improve personal effectiveness at work in a contact centre
  • Comply with health and safety procedures in a contact centre
  • Deliver customer service through a contact centre
  • Carry out direct sales activities in a contact centre

This qualification is available through the ApprenticeshipNI programme. To find out if you qualify click here

Privately this course would cost £450.

Payment option 1: If you pay in full on enrolment you will be entitled to a 5% discount.
Payment option 2: Pay a 30% deposit and then 10 monthly direct debit payments.

Level 3 Diploma in Contact Centre Operations

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This qualification is aimed at learners working in the contact centre industry. Learners will have the opportunity to learn, develop and practice skills required to make an effective contribution to a contact centre environment. Units in the qualification cover all areas of working in a contact centre including aspects of sales, communication, customer support and IT.

Aimed at those currently working in the Contact Centre industry, and those who have a lot of technical skills and knowledge. You work with minimum supervision and have a good record of safety, fault correction and ensuring work meets the required standard. 

The Level 3 Diploma in Contact Centre Operations is a progression route from the Level 2 Certificate.

This course consists of 2 mandatory units and a selection of optional modules to tailor your qualification and compliment your job role. To give you an understanding of what you will be learning on this course, topics and module units include:

  • Comply with health and safety procedures in a contact centre
  • Develop personal and organisational effectiveness in a contact centre
  • Support team use of contact centre systems and technology
  • Lead direct sales activities in a contact centre team

This qualification is available through the ApprenticeshipNI programme. To find out if you qualify click here

Privately this course would cost £660.

Payment option 1: If you pay in full on enrolment you will be entitled to a 5% discount.
Payment option 2: Pay a 30% deposit and then 10 monthly direct debit payments.

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Call Centre Training NI
Ciaran Quigley
Current Level 3 Contact Centre Operations Student

I have completed the Level 2 Certificate in Contact Centre Operations and I am now working through the Level 3 Diploma. It has helped me have a wider understanding of the world of Call Centres from Health & Safety, GDPR and a deeper insight into the different management aspects.  This has helped me in my job role at First Source as I have been able to take on new challenges such as floor walking, and coaching.  After completing Level 3 I feel this will open up even more doors in the call centre such as higher Management positions. The course is well organised and tailored specifically to my job role and has helped me progress with in the business; I feel I have been given 100% one to one support from my tutor Jenny and she has provided me with excellent resources and guidance in completing my assignments.  I would definitely recommend completing these courses as it has helped me gain confidence and personal development.