Standards and skills frameworks

National / Scottish Vocational Qualifications

Contact Centres Standards and Qualification Structure

The revision of the e-skills National Occupational Standards reached a landmark on 24 February 04 with the approval of the new Contact Centres Standards and Qualification Structure.

Please click on links below for details:

Documents for England and Wales

National Occupational Standards for Information and Communication Technologies and Contact Centres (approved Feb 04) (PDF file - 1.5MB)

Qualification Structure for Information and Communication Technologies and Contact Centres (updated July 07) (PDF file - 389KB)

Assessment Strategy for S/NVQs for Information and Communication Technologies and Contact Centres (PDF file - 129KB)

Calculator for Contact Centres Professionals (zipped folder - 780KB - updated Nov 06)

Documents for Scotland

Scotland - National Occupational Standards for Information and Communication Technologies and Contact Centres (approved Feb 04) (PDF file - 1.5MB)

Scotland - Qualification Structure for Information and Communication Technologies and Contact Centres (approved Feb 04) (PDF file - 389KB)

Scotland - Assessment Strategy for S/NVQs for Information and Communication Technologies and Contact Centres (PDF file - 129KB)

Calculator for Contact Centres Professionals (zipped folder - 780KB - updated Nov 06)

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Last modified: 24 Apr 2008