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Contact Centre Operations (3411)

Last Updated: 04 Aug 2022
Covering all the essential knowledge and skills required for a successful career in contact centre operations, these qualifications are ideal for those who are not able to access workplace-based qualifications.

These qualifications are part of the Contact Centre Operations apprenticeship framework.
Anyone working in contact centre operations and unable to access an NVQ qualification.
Available to deliver in the following:
  • England
  • Wales – please check for available funding
  • Scotland
  • Northern Ireland

Interested in delivering this qualification?

Find out more about how to become an approved City & Guilds centre or fill out our online customer application form. 

General Information

What Is Involved In Studying This Course?

You can choose the qualification that demonstrates the specialist knowledge and skills you have developed, such as:

  • sales
  • communication
  • customer Support
  • IT.

You will learn in the classroom, and assessment will include assignments.

Which level is right for me?

Level 2
You are working in a contact centre and have some relevant knowledge and skills, usually from a role where you've been supervised.

Level 3
You are working in a contact centre and have a great deal of technical skills and knowledge. You work with minimum supervision and have a good record of safety, fault correction and ensuring work meets the required standard.

What Careers Can This Lead To?

These qualifications can help you to progress in a wide range of contact centre roles, including customer service advisor and team leader.

What Is Involved With Delivering This Course?

You will need suitably qualified staff to carry out training and assessment- you can train internal members of staff or recruit specially.

You will also need suitable facilities to carry out the required training to enable learners to achieve industry standards.

To find all the requirements for assessment and delivery, download the qualification handbook from the centre documents section.

Centres currently offering the Level 2 and 3 Certificate in Contact Centre Skills (4422) have automatic approval to offer this qualification.

There are no eligibility requirements.

Level 2

Level 2 will suit you if you are working in a contact centre and have some relevant knowledge and skills, usually from a role where you've been supervised.

This comprises three mandatory and a range of optional units, including:

  • Principles of using systems and technology in a contact centre
  • Principles of communication and customer service in a contact centre
  • Principles of selling in a contact centre
  • Principles of legal, regulatory and ethical requirements of a contact centre.

For a full list of units, download the qualification handbook from the centre documents section.

What Careers Can This Lead To?

These qualifications can help you to progress in a wide range of contact centre roles, including customer service advisor and team leader.

Level 2 in Contact Centre Operations (3411-02)
Last Registration Date: 31 Aug 2026

Level 2 Technical Certificate in Contact Centre Operations

  • Accreditation No: 600/1137/3 This is a reference number related to UK accreditation framework
  • Type: Credit based qualification This is categorisation to help define qualification attributes e.g. type of assessment
  • Credits: 13 Credits are a measure of the size of the qualification
  • Guided Learning Hours: 93 - 104 This is the average contact time a centre would typically commit
  • Total Qualification Time: 130 The total time for the qualification
  • Key Stage: Data unavailable This shows the equivalent Key Stage level.
  • Last Certification: 31/08/2028 This is the last date that a certificate can be issued
  • Qualification fees in the UK: £104.00 Our typical price is the one that is most often paid by a centre for a completed learner. Some prices are made up of multiple charging points so action like taking difference units or specialisms to complete and resitting assessments may mean the cost for some learners differs.

Level 3

Level 3 will suit you if you are working in a contact centre and have a great deal of technical skills and knowledge. You work with minimum supervision and have a good record of safety, fault correction and ensuring work meets the required standard.

This comprises three mandatory and a range of optional units, including:
  • Principles of personal responsibilities and how to develop and evaluate own performance at work
  • Principles of sales activities and customer support in a contact centre
  • Principles of performance management in a contact centre
  • Principles of incident management through a contact centre.

For a full list of units, download the qualification handbook from the centre documents section.

What Careers Can This Lead To?

These qualifications can help you to progress in a wide range of contact centre roles, including customer service advisor and team leader.

Level 3 in Contact Centre Operations (3411-03)
Last Registration Date: 31 Dec 2023

Level 3 Technical Certificate in Contact Centre Operations

  • Accreditation No: 600/1138/5 This is a reference number related to UK accreditation framework
  • Type: Credit based qualification This is categorisation to help define qualification attributes e.g. type of assessment
  • Credits: 16 Credits are a measure of the size of the qualification
  • Guided Learning Hours: 106 - 121 This is the average contact time a centre would typically commit
  • Total Qualification Time: 160 The total time for the qualification
  • Key Stage: Data unavailable This shows the equivalent Key Stage level.
  • Last Certification: 31/12/2026 This is the last date that a certificate can be issued
  • Qualification fees in the UK: £125.00 Our typical price is the one that is most often paid by a centre for a completed learner. Some prices are made up of multiple charging points so action like taking difference units or specialisms to complete and resitting assessments may mean the cost for some learners differs.

Here you can find all documents related to this suite of qualifications.

By clicking on the section headings below, you can access a variety of documents such as the qualification handbooks and assessment materials, Statements of Purpose, and recognition letters from industry and employers.

Some documents may be password protected. Passwords can be retrieved by logging in to  and visiting the Administration section of the relevant qualification catalogue page.

Interested in delivering this qualification?

Find out more about how to become an approved City & Guilds centre or fill out our online customer application form. 

3411 Level 2

Assessment materials

3411 Level 3

Assessment materials

Additional documents

Centre documents

Purpose and Recognition

19 Plus

Purpose

Explore our wider maths & English offer

Our maths & English qualifications underpin our apprenticeships and technical qualifications. They build learners’ confidence with the core skills required for employment, including the capacity to problem solve and use technology effectively. They are also key to triggering conditions of funding.

Find out more

For Learners

Related Qualifications

Browse some of our related qualifications:

> (3412) Contact Centre Operations

> (4417) Customer Service

> (4430) Customer Service

> (5530) Customer Service

> (4427) Customer Service (SVQ)

> (4411) Customer Service Foundation Learning

> (4421) Principles of Customer Service

See more related qualifications >