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 advanced level.
  • 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
  • A minimum of 21 credits from the optional units in Group B
  • A further 15 credits from Groups B or C At least 23 credits must be at Level 3.


Entry Guidance

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.

Progression Opportunities

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 centre environment.

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
  • Self-motivation
  • 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 learning skills.

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

Diploma: 600/1255/9