NVQ in Call Handling Operations - Level 3
Code: VBD3
Call Handling NVQs are aimed at people working at different levels within a call handling environment, from individuals who handle calls on a daily basis to individuals with supervisory and management roles.
The Call Handling Operations level 3 qualification is intended for experienced staff who handle calls on a daily basis. Their job title may describe them as a senior adviser, operator, group leader, campaign quality adviser or senior telephonist. To achieve the full award, candidates must complete eight units, including four mandatory units and four optional units.
To be eligible you must:
- Be employed either full-time or part-time and undertake call handling operations on a daily basis.
NVQ Standards
To achieve a full Level 3 NVQ in Call Handling Operations, candidates must complete the four mandatory units plus four optional units, a total of eight units.
Mandatory units
- Contribute to developing and maintaining positive caller relationships
- Solve problems for telephone callers
- Develop and maintain an effective and safe working environment
- Manage yourself
Optional units
- Develop and maintain supportive relationships with telephone callers
- Provide specialist assistance using telecommunications
- Offer products/services over the telephone
- Design and produce documents using word processing software
- Design and produce spreadsheets
- Research and supply information
- Contribute to the handling of incidents and resources
- Contribute to improvements to call handling activities
- Facilitate learning through demonstration and instruction
