Contact Centre

Level 2 in the National Qualifications Framework

While being a sector in its own right, Contact Centres span across many other industries, offering employment opportunities in sectors such as Marketing, Finance, Travel & Tourism, Hospitality and Retail.

Modules covered

The majority of work will be based on telephone and computer systems, and hence the focus of the modules will be to develop your listening and communication skills, as well as problem solving.


The minimum duration for this course is at least 12 months, with prior learning and experience counting towards reducing the duration.

Career Path

Roles are varied and progression opportunities abound. Apprentices graduating from the Contact Centre course can expect to secure roles such as Contact Centre Agents, Helpdesk operatives or Customer Service Advisors with options to progress to Team Leader/Supervisor and Analyst roles.

Entry requirements

There are generally no entry requirements for the Contact Centre apprenticeship; however, employers may sometimes impose their own in line with their recruitment process. All applicants will complete initial assessments to ensure they are placed at the right level of the Apprenticeship