Qualification Details

This is a listing of further education and training awards made by QQI. They are at Level 1 to 6 on the NFQ. For awards in Higher Education and Training at Level 6 to 10 on the NFQ please look at the Programmes listing.

Title

Contact Centre Operations

Code

5M2071

NFQ Level

5

EQF Level

4

Award Class

Major

Field of Learning

04. Business, administration and law > 1. Business and administration > 5. Secretarial and office work

Credit Value

120

Publication Date

28-09-2016

Review Date

Deactivation Date

Status

Active

Certificate Specification

Contact Centre Operations

EUROPASS Certificate Supplements

English

Programme Validation Information

Validation

Qualification Requirements

To access programmes leading to this award the learner should have reached the standards of knowledge, skill and competence associated with the preceding level of the National Framework of Qualifications. This may have been achieved through a formal qualification or through relevant life and work experience.
The total credit value required for this certificate is 120. This will be achieved by completing:

Awards

Code Title NFQ Level Credit Value
All of the following component(s)

5N0972

Customer Service

5

15

5N1361

Contact Centre Skills

5

15
A minimum credit value of 15 from the following component(s)

5N0690

Communications

5

15

5N1367

Teamworking

5

15

5N1390

Personal Effectiveness

5

15
A minimum credit value of 15 from the following component(s)

5N1356

Work Experience

5

15

5N1433

Work Practice

5

15

5N2985

Personal and Professional Development

5

15
A minimum credit value of 30 from the following component(s)

5N0783

Database Methods

5

15

5N1358

Word Processing

5

15

5N1364

Digital Marketing

5

15

5N1369

eBusiness Studies

5

15

5N1400

Marketing Practice

5

15

5N1610

Business Administration Skills

5

15

5N1611

The Internet

5

15

5N1623

French

5

15

5N1624

German

5

15

5N1626

Italian

5

15

5N1630

Spanish

5

15

5N1631

Irish

5

15

5N1632

English as a Second Language

5

15

5N1977

Spreadsheet Methods

5

15

5N2062

Principles and Practice of Selling

5

15
The remaining credit value of 30 can be obtained by using vocationally relevant component(s) from level 5. A maximum of 15 credits may be used from either level 4 or level 6.