The NCFE Level 3 NVQ Diploma in Contact Centre
Operations is listed on the Register of Regulated
Qualifications1 and is part of the Qualifications and
Credit Framework (QCF). This qualification forms part of
a suite of qualifications which make up the Intermediate
and Advanced Apprenticeships in Contact Centre
Operations. This qualification may be eligible for
funding. For further guidance on funding, please contact
your local funding provider.
Aims and Objectives of this Qualification
- Help learners to develop their skills and
understanding of contact centre operations at a more
- Help learners to develop skills in leading, managing
and supervising contact centre operations. The objective
of this qualification is to help learners:
- Prepare for work in a team leading or supervisory role
within a contact centre environment.
Achieving this qualification
To be awarded the NCFE Level 3 NVQ Diploma in Contact Centre Operations, learners must achieve a minimum of 42 credits:
- A total of 6 credits from the mandatory units in Group
- A minimum of 21 credits from the optional units in
- A further 15 credits from Groups B or C At least 23
credits must be at Level 3.
This qualification is designed for those working or
looking to work in a teamleading or supervisory role in
a contact centre environment. There are no specific
recommended prior learning requirements for this
qualification. However, learners may find it helpful if
they’ve already achieved a Level 2 qualification. Entry
is at the discretion of the centre. However, learners
should be aged 16 or above to undertake this
qualification. Centres are responsible for ensuring that
this qualification is appropriate for the age and
ability of learners. They need to make sure that
learners can fulfil the requirements of the assessment
criteria and comply with the relevant literacy, numeracy
and health and safety aspects of this qualification.
Learners registered on this qualification shouldn’t
undertake another qualification at the same level with
the same or a similar title, as duplication of learning
may affect funding eligibility.
Learners who achieve this qualification could progress to:
- Level 4 qualifications in contact centre operations
- Level 4 qualifications in customer service
- Level 4 qualifications in sales
- Level 4 qualifications in management
Learners may also progress to employment in a contact
Progression to Higher Level Studies
This qualification aims to provide learners with a number of progression options, including higher level studies at university or FE colleges. The skills required to progress to higher academic studies are different from those required at Levels 1 and 2. Level 3 qualifications enable the development of these skills. Although there is no single definition of higher level learning skills, they include:
- Checking and testing information
- Supporting your points with evidence
- Self-directed study
- Thinking for yourself
- Analysing and synthesising information/materials
- Critical thinking and problem solving
- Working collaboratively
- Reflecting upon learning and identifying improvements
Level 3 criteria can require learners to analyse, draw
conclusions, interpret or justify, which are all
examples of higher level skills. This means that
evidence provided for the portfolio will also
demonstrate the development and use of higher level
How are they Assessed?
They will be assessed by your tutor or assessor using a
range of methods. This could include tasks such as
designing charts or leaﬂets, coursework or methods such
as oral questioning.
Do you need to be working to take the Qualification?
No, as these are knowledge only qualiﬁcation.
How long do they take to complete?
You can usually complete this in a year or less.
Which type of Job Roles can Learners Apply for on Completion?
This qualification do not qualify you to work but do
provide a starting point for deciding whether a career
in the sector is right for you.
Qualification Reference Number