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Framework Details

Framework Title: Contact Centre Operations
ID: FR03935
Level/s: 2, 3
Issuing Authority: Instructus
Issue Date: 19/09/2016

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Contact Information

Contact Email: info@instructus.org

The Contact Centre Operations Intermediate and Advanced Apprenticeships in England were developed in response to employers need for high levels skills in contact centres in a wide range of organisations. They have been developed, with the help of employers, to widen the pool of potential recruits into the Contact Centre industry and to up skill the existing workforce to meet their skills priorities.

Intermediate apprentices will work in job roles such as Trainee Agent, Contact Centre Agent, Help Desk Operative, Sales Advisor, Customer Service Advisor, Outbound Sales Agent, Inbound Sales Agent, Outbound Customer Service Agent, Inbound Customer Service Agent, Telephone Banking Advisor and Telesales Operator.
Advanced Apprentices will work in job roles such as Sales Team Leader, Customer Services Team Leader, Contact Centre Team Leader, Product Specialist, Supervisor, Support Analyst, and Contact Centre Manager.

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