BTEC Career Path. Stage 1 - Foundation

Course title

Level 1 BTEC Award - Introduction to Contact Centres

Awarding body

Edexcel

Overview

Nationally recognised certification for contact centre agents

Intended for

Entry-level and induction stage contact centre personnel

Duration

1-2 months

Course structure

'Headstart' learning module + online test

Optional onsite induction and workshop

Content

Introduction to the contact centre industry

Contact centre technology

Data Protection

Basic health and safety

Active listening and identifying customer needs

Communication through positive questioning

Basic customer service skills

Effective written communication

Assessment

Short online test (30 minutes)

Learner support

Optional in-company workshops

Highlights

Streamlined online assessment

Nationally recognised certification

Progression

BTEC Career Path. Stage 2 - Agent

Fees

Subject to quotation