Contact Centre Support Skills
| Award Name | Level 6 Component Award (Level 6 NFQ) |
|---|---|
| NFQ Classification | Minor |
| Awarding Body | QQI |
| NFQ Level | Level 6 NFQ |
| Award Name | NFQ Classification | Awarding Body | NFQ Level |
|---|---|---|---|
| Level 6 Component Award (Level 6 NFQ) | Minor | QQI | Level 6 NFQ |
Duration
Course Delivery Method: Self-Paced/Blended/Classroom.
All delivery methods include access to discussion board, online submission system and Further support is available - academic writing, study skills and Harvard referencing.
Entry Requirements
Is this course for you?
This Management Course is suitable for you if you are new to your role in management or supervisory management or if you wish to gain this valuable qualification and find a job in this sector.
Access to the Programme
Mature Applicants with relevant life and work experience are welcomed. The Course Advisor is available to meet with prospective learners to discuss and advise on the course details, career and academic opportunities and assess your suitability for the course.
Entry Criteria
Entry criteria / prerequisites Level 5 Certificate / Leaving Certificate (or equivalent) or relevant life experience detailed in a current Curriculum Vitae. Please provide details and attach a copy of either a current CV or Certificate. Learners must be a resident of Ireland / based in Ireland.
English
As this NFQ level 6 qualification is delivered through English it is necessary learners will have sufficient written English skills to complete this course. Forus Training recommends a minimum English language competency of IELTS 5.5 (or equivalent) for successful completion of this programme. If you are not sure what level of English competency you have, please contact hello@forustraining.ie and a Course Advisor will arrange for you to take an assessment.
IT Skills and Equipment Required
Basic working knowledge of computers and access to a computer with internet access is required to do the course. A PC with Windows 8 or later or a Mac with OSX 10.5 or later.
An internet connection with a speed of at least 10mbps.
The latest version of Chrome, Firefox, Edge or Safari, set to accept cookies and pop-ups.
Adobe Flash and Adobe Reader, to view content.
Word processing software, such as MS Word or Google Docs.
Some courses include video, therefore your computer must be capable of playing video and sound.
* eLearning and tutor support may vary by course, please check each course page for details.
Reasonable Accommodation
To reinforce inclusion for all our learners we offer customised learning support for individual applicants who require accommodations. Additional Requirements Forus Training provide a range of supports for learners to ensure that our programmes and services are accessible to all.
On application for a course with Forus Training please discuss any additional requirements with the Course Advisor at hello@forustraining.ie so that the appropriate supports for teaching, learning and assessment can be considered. It is important that you discuss your needs with centre staff as early as possible.
Careers / Further progression
What are my progression routes?
This course leads to a level 6 award on the National Framework of Qualifications. Students who successfully complete this programme may use their credits towards completing a higher level of study in the area of Business/Management.
Students who successfully complete this Major Award can also use the Certificate as the basis for entry into selected courses in Third Level Colleges and Universities.
Further information
For future start dates please contact the Provider.
€380.
How to apply?
Choose and purchase the programme online (see "Application Weblink" below) below.
6N3925 Contact Centre Support Skills.
This classroom-based module will give you everything you need to know about the practices and operations of a contact centre to enable you to operate effectively in a contact centre environment dealing directly with clients over the telephone.
Through this programme you will discover how to:
Examine the development and range of contact centres in Ireland and the importance of the sector to the local and national economy
Explore the role and impact of a range of contact centre technologies, systems and processes to include call management platforms, customer relationship management (CRM) applications, automated help lines and metrics and measurements used
Analyse the impact of a range of current legislation and regulations on the operation of a contact centre to include Health and Safety, Consumer Protection and Data Protection legislation
Explore performance indicators used within a contact centre and their role in enhancing team performance
Utilise a range of communication and technological skills to manage external customer relationships dealing directly with customers within a contact centre
Organise the working environment to include the identification of the components of a workstation and the implementation of current health and safety legislation and practice
Manage a team to include the setting of objectives and targets, the allocation of functions and tasks to individual team, and the implementation of performance measures to measure individual and team performance
Implement an effective, quality customer relationship management service to customers in line with organisational procedures
Identify employment opportunities, career development, promotional opportunities, career paths and training opportunities within the contact centre industry for self and others
Evaluate own performance and that of others against predetermined objectives, goals and targets.
The course 6N3925 Contact Centre Support Skills is assessed in the following ways, with the following weighting:
Skills Demonstration 70%
Assignment 30%
Skills Demonstration
A skills demonstration is used to assess a wide range of practical based learning outcomes including practical skills and knowledge. A skills demonstration will require the learner to complete a task or series of tasks that demonstrate a range of skills.
Assignment
An assignment is an exercise carried out in response to a brief with specific guidelines as to what should be included. An assignment is usually of short duration and may be carried out over a specified period of time.
Grading
Pass 50% - 64%
Merit 65% - 79%
Distinction 80% - 100%
6N3925 Contact Centre Support Skills
What qualification will I receive?
You will be awarded a certificate 6N3925 Contact Centre Support Skills. QQI is the awarding body.
Forus Training is a provider of education and training programmes and we issue certificates to learners who have reached the standard for a QQI award. The certificate you will receive on successful completion is a formal confirmation by QQI that you have demonstrated the knowledge, skill and competence required to achieve the named award.
This Programme is validated by QQI and is coded 6N3925 Contact Centre Support Skills. This certificate which will be issued to you by us is an award listed on the NFQ (National Framework of Qualifications). This ensures the certificate is nationally and internationally recognised and has many potential uses; for example, for further / higher education or employment in Ireland or abroad.
Forus Training,
Castle House,
Castle Street,
Mullingar,
Co. Westmeath
N91 Y896.
t: 044 9349400
e: hello@forustraining.ie