The content of this Pathway has been agreed by Instructus. This is the only Apprenticeship Pathway in the Business & Management sector approved for use in Wales that is eligible for Welsh Government funding.
Learning Programme Content
The Learning Programme provision shall comprise of three mandatory elements:
- Qualifications,
- Essential Skills
- On/off the job training
The total minimum credit value required for the Level 2 Pathway Contact Centre Operations is 53 credits.
The total minimum credit value required for the Level 3 Pathway Contact Centre Operations is 70 credits.
Entry requirements
There are no mandatory entry requirements for this Apprenticeship Pathway. However, employers are looking to attract applicants who have a keen interest in working in a contact centre environment and who enjoy talking to people. They expect applicants to understand the importance of having excellent communication skills, a positive approach towards problem solving, basic numeracy and literacy skills and a willingness to work flexibly according to employer requirements.
Entrants will come from diverse backgrounds and will come with a range of experience, age, personal achievements and, in some cases, prior qualifications and awards which may count towards the achievement of the Apprenticeship programme. Examples include having:
- held a position of responsibility at school or college; OR
- undertaken work experience or work placement experience; OR
- completed the Duke of Edinburgh Award or similar award; OR
- achieved GCSEs or A levels; OR
- achieved QCF Awards, Certificates or Diplomas; OR
- completed a level 2 foundation apprenticeship from another sector (for level 3 apprenticeship applicants); OR
- achieved a Business Administration and Finance Principal Learning Qualification as part of the Welsh Baccalaureate.
Apprentices who are undertaking the Contact Centre Apprenticeship are likely to have some prior experience in a contact centre or customer service role, although this is not a formal requirement.
Apprenticeship pathway learning programme(s)
Level 2: Contact Centre Operations
Level 2: Contact Centre Operations Qualifications
Participants must achieve one of the following competence and knowledge qualification(s) below
| Level 2 NVQ Certificate in Contact Centre Operations | |||||
|---|---|---|---|---|---|
| Awarding Body | Qualification No. | Credit Value | Total Qualification Time | Combined / Competence / Knowledge | Qualification Assessment Lanaguage(s) |
| City and Guilds | C00/0342/4 600/1135/X | 28 | 280 | Competence | English Only |
| Level 2 Certificate in Contact Centre Operations | |||||
|---|---|---|---|---|---|
| Awarding Body | Qualification No. | Credit Value | Total Qualification Time | Combined / Competence / Knowledge | Qualification Assessment Lanaguage(s) |
| City and Guilds | C00/0339/0 600/1137/3 | 13 | 130 | Knowledge | English Only |
Essential Skills Wales (ESW)
| Level 2: Contact Centre Operations | Level | Minimum Credit Value |
|---|---|---|
| Communication | 1 | 6 |
| Application of number | 1 | 6 |
Essential Skills Wales qualifications assessment languages are English-Welsh
On/Off the Job training
| Pathway | Minimum On the Job Training Hours | Minimum Off the Job Training Hours |
|---|---|---|
| Level 2: Contact Centre Operations | 243 | 131 |
On/Off the Job Qualification details (Minimum Credit & Hours)
Total minimum credit value for this pathway: 53 credits
28 credits for competence qualification & 13 credits for knowledge qualification
12 credits for Essential Skills Communications and Application of Number.
Total on the job and off the job training hours - Level 2 Contact Centre Operations - 374 hours
On/Off the Job Essential Skills details (Minimum Credit & Hours)
- 6 credits/60 GLH Level 1 Essential Skills Wales Communication
- 6 credits/60 GLH Level 1 Essential Skills Wales Application of Number
Level 3: Contact Centre Operations
Level 3: Contact Centre Operations Qualifications
Participants must achieve one of the following competence and knowledge qualification(s) below
| Level 3 NVQ Diploma in Contact Centre Operations | |||||
|---|---|---|---|---|---|
| Awarding Body | Qualification No. | Credit Value | Total Qualification Time | Combined / Competence / Knowledge | Qualification Assessment Lanaguage(s) |
| City & Guilds | C00/0342/5 600/1136/1 | 42 | 420 | Competence | English Only |
| Level 3 Certificate in Contact Centre Operations | |||||
|---|---|---|---|---|---|
| Awarding Body | Qualification No. | Credit Value | Total Qualification Time | Combined / Competence / Knowledge | Qualification Assessment Lanaguage(s) |
| City & Guilds | C00/0339/1 600/1138/5 | 16 | 160 | Knowledge | English Only |
Essential Skills Wales (ESW)
| Level 3: Contact Centre Operations | Level | Minimum Credit Value |
|---|---|---|
| Communication | 2 | 6 |
| Application of number | 2 | 6 |
Essential Skills Wales qualifications assessment languages are English-Welsh
On/Off the Job training
| Pathway | Minimum On the Job Training Hours | Minimum Off the Job Training Hours |
|---|---|---|
| Level 3: Contact Centre Operations | 255 | 149 |
On/Off the Job Qualification details (Minimum Credit & Hours)
Total minimum credit value for this pathway: 70 credits
42 credits for competence qualification & 16 credits for knowledge qualification
12 credits for Essential Skills Wales Communication and Application of Number
Total on the job and off the job training hours - Level 3 Contact Centre Operations - 404 hours
On/Off the Job Essential Skills details (Minimum Credit & Hours)
- 6 credits/60 GLH Level 2 Essential Skills Wales Communication
- 6 credits/60 GLH Level 2 Essential Skills Wales Application of Number
Progression
Level 2: Contact Centre Operations
Progression into the Higher Apprenticeship in Contact Centre Operations
Progression into the Level 2 Foundation Apprenticeship in Contact Centre Operations
Progression into this apprenticeship may be from a wide number of routes due to the varying backgrounds and past academic and work related experiences of apprentices. Such routes will including having:
- achieved QCF Awards, Certificates or Diplomas; OR
- achieved a Principal Learning Qualification as part of the Welsh Baccalaureate in Business Administration and Finance, Retail Business, ICT or Public Services; OR
- achieved GCSEs or A levels.
Learners may also progress into this apprenticeship without prior qualifications.
Progression from the Level 2 Foundation Apprenticeship in Customer Service Level 2 apprentices, with support and opportunities in the workplace, can progress onto:
- the Level 3 Apprenticeship in Contact Centre Operations; OR
- other Level 3 Apprenticeships such as Customer Service, Business & Administration, Retail and Sales; OR
- the Welsh Baccalaureate, including one of the Principal Learning Qualifications in a range of related sectors, such as Business, Administration and Finance, Information Technology, Public Services and Retail Business; OR
- further education to undertake customer service, business related or other qualifications.
With additional training, Level 2 apprentices may be able to progress in their careers to roles including Sales Team Leader, Customer Service Team Leader, Contact Centre Team Leader, Product Specialist, Supervisor, Support Analyst and Contact Centre Manager.
Level 3: Contact Centre Operations
Progression into the Level 3 Apprenticeship for Contact Centre Operations
Progression into this apprenticeship may be from a wide number of routes due to the varying backgrounds and past academic work related experiences of Apprentices. Such routes will include having achieved:
- a Level 2 Foundation Apprenticeship in Contact Centre Operations; OR
- a Level 2 Foundation Apprenticeship in Customer Service; OR
- a Level 2 Foundation Apprenticeship in another business related area including Business and Administration, Sales and Team Leading; OR
- QCF Awards, Certificates or Diplomas; OR
- achieved one of the Principal Learning Qualifications as part of the Welsh Baccalaureate for Business Administration and Finance, IT, Retail Business or Public Services; OR
- GCSEs or A levels.
Learners may also progress into this apprenticeship without prior qualifications.
Most learners progressing into the Level 3 Contact Centre Apprenticeship have some prior experience in a contact centre or customer service job role, although this is not a formal requirement. Learners who do not have any prior experience in a contact centre or customer service job role may be better suited to the Level 2 Contact Centre Operations Apprenticeship, although all individuals should be judged on their own merits, experiences and capabilities.
Progression from the Level 3 Apprenticeship for Contact Centre Operations
Apprentices, with support and opportunities in the workplace, can progress onto:
- a Higher Apprenticeship in Business & Professional Administration or Leadership & Management; OR
- further or higher education to undertake customer service, business related or other qualifications, including Foundation Degrees in, for example, Contact Centre Operations or Business Management; OR
- a range of Customer Service, Contact Centres, Sales, Business related and other undergraduate programmes; OR
- a range of Customer Service and other Professional Qualifications, including a Level 4 Diploma in Customer Service Management, a Level 4 Diploma in Contact Centre Operations or a Foundation Degree in Customer Service and Contact Centre Management.
With additional training, apprentices may be able to progress in their careers to roles including: Resource Scheduling Manager, Senior Planner, Team Manager, Key Account Manager, Senior Contact Centre Manager and a range of other senior contact centre and customer service related roles.
Equality and diversity
It is important that apprenticeship Pathways are inclusive and can demonstrate an active approach to identifying and removing barriers to entry and progression. Pathways should advance equality of opportunity between persons who share protected characteristics and those persons who do not as identified in the Equality Act 2010.
The Protected characteristics identified in the Equality Act are age, disability, gender re-assignment, race, religion or belief, sex, sexual orientation, pregnancy and maternity. Marriage and civil partnership is also included although only in respect of the requirement to eliminate discrimination in employment.
Training providers and employers must also comply with the other duty under the Equality Act 2010 to ensure that applicants are not discriminated against in terms of entry to the industry based upon those nine protected characteristics.
According to national statistics, females represent over two thirds (69%) of employees working in contact centres in the UK. 34% of employees work part time and 85% are white. Although males are under-represented in contact centre occupations, they are much more likely to have full time positions.
Possible reasons for the in balance between males and females in the sector include the perception that:
- contact centre work is female orientated
- contact centre work does not provide high level skills or lead to professional status
- there is no clear, progressive, skill pathway
The growth and spread of contact centre operations and the increasing sophistication of contact centre technology has given rise to greater opportunities for jobs and careers throughout the UK. However, as the workforce and customer base becomes more diverse contact centres need to reflect that diversity and manage it effectively. This requires not only sensitivity to issues such as ethnicity, culture, gender and disability, but an awareness for different and more creative approaches that diversity in general brings to the business.
In order to address some of these issues, awareness of contact centre as a professional career route is being raised through ;
- the Welsh Baccalaureate through the Principal Learning Qualifications in Business, Administration and Finance, IT and Public Services
- teaching resources for schools
- opportunities to engage with ethnic groups and improve occupational opportunities
- various careers websites for the contact centre Industry, which includes
- non-stereotypical images
Apprenticeships are seen as a vital route to encourage and facilitate a diverse set of individuals entering into contact centres. Entry conditions to this Pathway do not discriminate against any individuals, with the Pathway being open and accessible to all potential apprentices.
Mentoring is also prompted within the Apprenticeship to provide additional support and increase the chances of the apprentices staying.
Skills CFA will monitor take up and achievement of all Apprenticeships and take steps to address any barriers to take up and achievement.
Employment responsibilities and rights
Employment Responsibilities and Rights (ERR) is no longer compulsory. But it is recommended that all apprentices (especially the 16 years -18 year group) receive a company induction programme.
Responsibilities
It is the responsibility of the Training Provider and Employer to ensure that the requirements of this pathway are delivered in accordance with the Welsh Government Apprenticeships Guidance.
Further information may be obtained from: Welsh Government