Contact Centre Operations Level 3


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Contact Centre Operations Level 3



This qualification is for individuals that are currently employed in a Call Centre role and achieve through on the job training and assessment. The credit value is 42 credits for the diploma and 16 credits for the Certificate, totalling 58 credits and 330 guided learning hours. It is made up of two sections, Diploma and Certificate.

For the diploma the mandatory units are:

• Comply with health and safety procedures in a call centre
• Develop personal and organisational effectiveness in a call centre

For the Certificate the mandatory units are:
• Principles of personal and organisational effectiveness in a Call Centre
• Principles of Health and Safety in a Call Centre
• Principles of personal responsibilities and how to develop and evaluate own performance at work

The expected framework duration for this course is 12 months.

Who is the course suitable for?

It is suitable for learners who are working in a Call Centre role in any industry.

Entry requirements

The apprentice must be employed, working more than 16 hours per week and have completed at least 3 months of their probation period. They must have an understanding of and use of IT equipment.

Completion of West Diagnostics in Application of Number and Application of Communication for Essential Skills if a suitable qualification is not already held.

Upon successful completion of this course, the apprentice will be awarded the following:

• Call Centre Operation Level 3 Diploma
• Essential Skills in Maths and English Level 2 (if applicable)

How is the apprenticeship delivered?


The Diploma is delivered in workshops via Zoom by a Knowledge Coach and assessed at our registered centre. The qualification is practice-based and assesses learners’ knowledge and competence to practice in employment. It provides the opportunity to enrich knowledge and skills.

Apply a range of problem-solving techniques reflect on practice to continuously improve use literacy, numeracy and digital competency skills as appropriate within their role. The learner must successfully complete;

  • A portfolio that includes direct observation of practice, written work, reflective accounts, witness statements and verbal discussions.

Once completed, the portfolio will then assessed by an Internal Quality Auditor and could be assessed by an External Quality Auditor.

Essential Skills

These qualifications are fundamental to the skills agenda in Wales, Essential Skills qualifications enable learners to develop their knowledge and application of numbers, communication and digital literacy skills. Essential Skills qualifications help learners to develop and demonstrate that they can apply these vital skills to a range of situations whilst at work, in learning and throughout life.

The qualifications are part of the apprenticeship framework and are taught through workshop delivery by Skills Coaches who are experts in this area. Skills Coaches offer a hybrid approach to teaching and learning ahead of learners completing the Controlled Task and Confirmatory Test.

The qualifications comprise of a Controlled Task and end Confirmatory Online Test. The task is completed in a supervised environment and the test must be invigilated. Both must be undertaken in one of our registered testing centres. The level of Essential Skills Qualification needed depends upon the qualification being undertaken:

  • For this qualification, you will be required to complete Level 2 in Essential Application of Number and Essential Communication.




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?

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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?

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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?

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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?

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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…

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.

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