Competence:

• Edexcel Level 4 NVQ Diploma in Contact Centre Operations (QCF) 

Knowledge:

• Edexcel do not currently offer the knowledge component

Transferable Skills:

• Key Skills Application of Number at Level 2
• Key Skills Communication at Level 2
  or
• Functional Skills Mathematics at Level 2
• Functional Skills English at Level 2

Employee Rights and Responsibilities:

• Employee Rights and Responsibilities can be completed by learners doing a recorded professional discussion, presentation or a project. Alternatively, learners may choose to complete the Council for Administration (CfA) ERR Workbook

Personal Learning and Thinking Skills:

• Personal Learning and Thinking Skills are mapped to the qualifiaction within the Apprenticeship. See the Personal Learning and Thinking Skills mapping document