Stage 1 provides a platform to develop a contact centre career by learning and acquiring new skills. It assists in recognising this industry as a true profession and provides the necessary tools at the start of a new career. This programme provides the foundation principles of:

• introduction to the contact centre industry
• contact centre technology
• responsibility and issues for data protection
• basic health and safety
• active listening and the importance of identifying the needs of customers
• communication through positive questioning techniques
• basic customer service / sales skills

It is envisaged that this stage will lead delegates onto further learning and development including other customer service / contact centre qualifications or further stages within BTEC Career Path for Contact Centres:

• There are no pre-requisites for the programme
• The programme duration is two days and consists of face-to-face coaching, interactive learning modules, comprehensive learning support material and on-line assessment

In the UK this qualification is in the National Qualifications Framework and is eligible for public funding.