Contact Centre Operations

Contact centre apprenticeships are specifically for people who with call handling positions, such as telesales or telephone customer support. Jobs that contact centre apprentices either do or are working towards include:

• Financial services advisor
• Emergency services call handler
• IT technical support
• Mobile phone telesales
• Internet service provider sales

At Damar contact centre apprentices work in a wide range of sectors including: healthcare, financial services, leisure and hospitality, property, media, manufacturing and distribution.

Contact centre operations can be a stepping stone towards more specialist apprenticeships such as team leading or management.

The intermediate apprenticeship is suitable for people who deal directly with inbound or outbound customer calls in large volumes, to sell products or services or provide support and advice.

What you learn will depend on your job. In all cases you will complete:

Key skills in communication and application of number. Unlike school exams, these are designed to ensure that you have the skills in maths and English that you need at work. We support you with 1:1 and small group training where necessary. Key skills are assessed by way of a portfolio (which will be related to your job) and online tests.

A National Vocational Qualification (NVQ). The NVQ is designed to develop and assess your competence in your job role. It is mostly completed at work with the support of your Damar assessor. As well as mandatory components assessing the key competencies that any employee requires, such as self organisation and time management, the ability to improve their own performance and health and safety, each apprenticeship can be tailored to meet the needs of their sector.

Here is what one of our apprentices might learn: