Contact Centre NVQs

Contact Centre NVQs are the recognised qualification for call centre and contact centre professionals.

NVQs for Contact Centres are offered at several levels:

Level 2 NVQ Certificate in Contact Centre Operations - for contact centre and call centre agents.

Level 3 NVQ Diploma in Contact Centre Operations - for senior contact centre / call centre agents and team leaders. 

Level 4 NVQ Diploma in Contact Centre Operations - for contact centre / call centre managers. 

Our in-company Contact Centre NVQ programmes deliver maximum impact and high success rates in manageable timescales.

These programmes are supported with optional in-company skills training and e.learning modules to refresh and develop new skills. 

Frequently Asked Questions

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All NVQs

Title 

Level 2 NVQ Certificate in Contact Centre Operations (QCF)

Level 3 NVQ Diploma in Contact Centre Operations (QCF)

Level 4 NVQ Diploma in Contact Centre Operations (QCF)

Level

Appropriate for

Duration

NVQ Level 1 

Pre-employment 

2-3 months

NVQ Level 2

Frontline or operational level

3-6 months

NVQ Level 3

Team leaders and supervisors

6-9 months

NVQ Level 4

First-line managers

9-12 months

NVQ Level 5

Senior managers

9-12 months

Contact Centre NVQ candidates are required to present evidence of their skills and performance. They are assessed in the workplace over several months using a variety of methods including: observation, workplace documentation, testimony and discussion.

Our NVQ assessment process is efficient, friendly and supportive - our assessors visit candidates in their workplace and there are no exams or tests. We keep paperwork to a minimum and there is no portfolio building.

To discuss requirements, or for fees and an enrolment form, please contact Best Practice on info@bestpractice.uk.com or by telephone on 01923 225225.