Vocationally Related Qualifications (VRQ's) contribute knowledge and understanding required for the work environment. Using a combination of taught sessions, multiple choice tests and assignments based in on practical activities and knowledge it provides learners with the opportunity to learn new skills.
The VRQ Level 1 Certificate in Contact Centre Skills
This qualification is aimed at those who would like to develop their skills to enter the contact centre sector. It can also form part of an induction process. The programme will look at:
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Understanding of health, safety and customer care
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Making and receiving calls using organisational systems and equipment
The VRQ Level 1 Award in Customer Service
This qualification aims to give practising or potential staff the foundations for their formal development. The qualification does this by developing basic customer service skills and assisting participants in gaining the basic knowledge required at this level. It is ideal for delivery as part of an induction process.
The programme will look at:
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Delivering good customer service
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Communication methods
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Delivering customer service in line with organisational procedures
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Effectively dealing with queries, problems and complaints
The programme will look at:
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Delivering customer service to different types of customers
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Organisational policies and procedures
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Building and maintaining company reputation
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Responding effectively to customer needs, expectations and complaints
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Communication methods
The NVQ Levels 2 and 3 in Customer Service
National Vocational Qualifications (NVQ's) demonstrate competence in the workplace. Using a combination of assessment, observation and work-related knowledge it provides the employee with the opportunity to demonstrate the skills and knowledge needed within their job. The programme will look at:
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Preparing for delivering good customer service
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Impression and image
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Delivering good customer service
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Handling problems
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Development and improvement