About the framework
This framework specifies the standards and the criteria for the delivery of level 2 apprenticeship training to achieve qualified status within the contact centre operations industry.
If you successfully complete the apprenticeship you'll be awarded a level 2 qualification and be recognised as a qualified person within the industry sector.
Achievement of a level 2 apprenticeship in contact centre operations will be assessed by verification through the appropriate awarding body.
You must complete both a competence-based and knowledge-based qualification, along with the mandatory essential skills qualifications.
Mandatory essential skills
To successfully complete the apprenticeship, you must achieve the following essential skills qualifications as part of the apprenticeship or already hold a recognised equivalent:
- application of number – level 1
- communication – level 1
However, any qualifications you already have are assessed against the framework requirements and may result in an exemption from the above.
If you haven’t got a level 1 ICT qualification, your training contractor is strongly encouraged to offer ICT Essential Skills level 1 as well as the essential skills above.
Competency and knowledge qualifications
Apprentices need to complete both a competency-based and a knowledge-based qualification, from the lists below.
- City & Guilds Level 2 NVQ Certificate in Contact Centre Operations 600/1135/X
- ICQ Level 2 NVQ Certificate in Contact Centre Operations 600/8132/6
- BIIAB Level 2 NVQ Certificate in Contact Centre Operations 601/4126/8
- City & Guilds Level 2 Certificate in Contact Centre Operations 600/1137/3
- ICQ Level 2 Certificate in Contact Centre Operations 600/8112/0
- BIIAB Level 2 Certificate in Contact Centre Operations 601/4125/6
Eligibility and entry to the programme
You must be a new employee, or an existing employee taking on a new role to take part in the programme. There are no formal entry requirements for learners undertaking this apprenticeship, however employers may apply their own criteria at recruitment.
Employers and training contractors must ensure that learners have the potential and opportunity to gain the apprenticeship successfully.
See also the DfE operational requirements.
Apprenticeship duration can vary and will be agreed between the apprentice, training contractor and employer.
For this framework, you must complete a suitable employee rights and responsibilities (ERR) workbook. Framework certification is issued on confirmation from training suppliers that the ERR has been completed.
It's the training contractor/ college's responsibility to make sure all components of this framework are delivered in line with apprenticeshipsni operational requirements.
The apprentice must be employed from day one.
The content of this framework (Framework No 46 Issue 7: 09/20) has been agreed by the Department for the Economy.
For further information, contact: