Contact Centre Operations Level 3


of our learners would recommend us


of our learners have passed their EPA with a Merit or Distinction


of employers would recommend us


of traineeship learners have developed their careers as a result of the programme

Contact Centre Operations Level 3


Learners will have the opportunity to learn, develop and practice skills required to make an effective contribution to a contact centre environment.

This apprenticeship  is aimed at learners working in a contact centre environment, who are part of a team and are responsible for handling customer queries/calls, both inbound and outbound. This qualification covers all areas of working in a contact centre including aspects of sales/communication, customer support and IT.

This qualification is made up of mandatory and optional units, in order to achieve the Level 3 Diploma CCO, the learner must achieve 16 credits of which at least 10 credits must be at Level 3.

The learner must achieve the below:

– 3 mandatory units from group A – 301, 302 and 303 (9 credits)
– A minimum of 7 credits from any units in Group B

The apprenticeship is a work-based qualification, so learners will be in an appropriate job role where they’ll be assessed and can develop their portfolio of evidence. This qualification can be completed by existing or new employees.

What’s included in the apprenticeship in Wales?

  • Level 3 Diploma Contact Centre Operations
  • Essential Skills Application of Number – Level 2
  • Essential Skills Communication – Level 2
  • Essential Skills Digital Literacy – Level 2

Who’s it suitable for?

Contact or call centre staff. Customer Service teams

How long does it take?

15 months (Wales)

Your apprenticeship questions answered

Click below for answers to some frequently asked questions. If you have any other queries, please contact us using the form at the bottom of the page.

Can my existing staff start an apprenticeship?

Close Icon

Of course! Placing your existing staff on an apprenticeship is a great way of upskilling your employees and uncovering your future managers. It can be a great way of motivating and rewarding your staff by committing to their continued personal development within your business.

How does the apprentice learn?

Close Icon

Apprentices do most of their learning at work and benefit from regular contact with their dedicated assigned assessor. There is coursework to be completed while on the course, which is to be submitted online, however, the knowledge to complete this is provided while learning inside your business.

How much do I have to pay an apprentice?

Close Icon

Apprentices must be paid at least the national minimum wage for apprentices if they are aged 19 and under or aged 19 and over and in their first year of an apprenticeship.

Apprentices are often paid higher amounts as their skills develop and we encourage employers to do so

Why should I take on an apprentice?

Close Icon

Apprentices can bring fresh new ideas to your business allowing them to grow and thrive. You gain skilled qualified staff in a cost-effective way. They can motivate your workforce more and overall enhance your business performance while addressing skills shortages in your business.

Why choose us

We can help you to choose an apprenticeship course that is right for your employees, or support you with recruitment to fill an apprenticeship vacancy. We work closely with you and the learner will help to develop the skills needed for your setting. We offer a flexible and tailored approach to suit your business needs.

We  are able to tap into a talent pool overlooked by many: identifying, training and placing fantastic emerging talent into apprenticeship roles.


Don’t just take our word for it, hear what some of our employers and learners have to say…

Reach Learning Disabilities – Employer

“We have found the support and guidance that Aspiration Training provide to be first class. The service is professional and seamless from sign up to completion”

Monmouthshire Youth Service – Learner

Our experience with Aspiration Training has been a really positive one. Our assessor supported and challenged us throughout the apprenticeship, and empowered us to successfully achieve our qualifications within the allocated timescale.


Learn More

Why an apprenticeship?
Why an apprenticeship?
What is an apprenticeship?
What is an apprenticeship?
About us
About us

Make an enquiry

Get in touch for advice and information on apprenticeships and all our other available courses.