Syllabus

Unit One: Principles of personal and organisational effectiveness in a contact centre(F/503/0358)

On completion of this unit you will:

Unit Two: Principles and processes of health and safety in a contact centre(L/503/0363)

On completion of this unit you will:

Unit Three: Principles of personal responsibilities and how to develop and evaluate own performance at work(D/601/7644)

On completion of this unit you will:

Unit Four: Principles of sales activities and customer support in a contact centre(J/503/0393)

On completion of this unit you will:

Unit Five: Principles of performance management in a contact centre(Y/503/0396)

On completion of this unit you will: