The purpose of this qualification is to equip learners with the knowledge they’ll need to be able to work effectively or progress into employment, in contact centers.
The purpose of this qualification is to equip learners with the knowledge they’ll need to be able to work effectively or progress into employment, in contact centers. The qualification has been developed in partnership with industry experts and is based on the contact center operation National Occupational Standards, currently managed by SkillsCFA.
This qualification will:
This qualification is suitable for learners aged 18 and above. This qualification is designed for learners who are working in, or want to work in, their first contact center operations role, or if they’re wanting to progress further in their contact center career.
While completing this qualification, learners may develop the knowledge, understanding, and essential skills employers look for in employees. These range from familiar ‘key skills such as teamworking, independent learning, and problem-solving, to more tricky-to-measure skills such as:
To be awarded the Level 2 Certificate in Contact Centre Operations, learners are required to successfully complete a minimum of 13 credits in total with 7 credits from the mandatory units and 6 credits from the optional units. To achieve this, learners must successfully demonstrate their achievement of all learning outcomes of the units as detailed in this qualification specification.
Its delivery is in order to accommodate part-time and distance learning.
TXN, Ħal Tarxien, Tarxien, Malta
International Institute by Malta
European Qualifications Framework (EQF) as a translation tool to make national qualifications easier to understand and more comparable.
OTHM qualifications are developed to equip learners with the knowledge and skills that employers are looking for. Pursuing an OTHM qualification will give you the opportunity to enhance knowledge of business and management and grow key competencies to tackle work projects and situations more effectively.
Office of the Qualifications and Examinations Regulation.