BTEC Career Path. Stage 2 - Agent

Course title

Level 2 BTEC Award in Contact Centre Skills

Awarding body

Edexcel

Overview

Online learning + nationally recognised certification for contact centre agents

Intended for

Contact centre agents

Duration

2-3 months

Course structure

10 online learning modules + online test

Optional onsite induction and workshops

Content

First steps

The contact centre and you

About regulations

Successful call handling

Balancing your customers and your organisation

Finding out your customers' needs

If things get tricky

Putting it in writing

Putting yourself in the customers' shoes

Winning teamwork

Assessment

Short online test (30 minutes)

Learner support

Optional in-company workshops

Highlights

Streamlined online assessment

Nationally recognised certification

Progression

BTEC Career Path. Stage 3 - Team Leader

Fees

Subject to quotation