Guidance

Contact centre operations apprenticeships

Types of apprenticeships that you can apply for in the contact centre operations sector.

Contact centres – sometimes known as ‘call centres’ – provide a way for people to get in touch with businesses and organisations. Contact centre apprentices could work for a number of businesses across a range of sectors and will learn all about their employer’s services and products so they can assist customers as helpfully as possible.

Training opportunities

The contact centres industry is one of the fastest growing in the UK, with job opportunities in many areas. Contact centre work is about providing the best customer service possible, a valuable skill for any apprentice.

This apprenticeship covers areas like:

  • sales
  • information retrieval
  • account management
  • public service advisors

This includes being able to:

  • use the phone and computer systems
  • listen and communicate
  • solve problems
  • work with a team in a fast-paced environment

Employees of contact centres have to be helpful, friendly, well informed with an excellent phone manner and be able to communicate in writing.

Types of apprenticeships

There are 2 types of contact centre operations apprenticeships.

Intermediate level apprenticeship

You could train in roles like:

  • trainee agent
  • contact centre agent
  • help desk operative
  • sales advisor
  • customer service advisor
  • outbound sales agent
  • inbound sales agent
  • outbound customer service agent
  • inbound customer service agent
  • telephone banking advisor
  • telesales operator

Advanced level apprenticeship

You could train in roles like:

  • sales team leader
  • customer service team leader
  • contact centre team leader
  • product specialist
  • supervisor
  • support analyst
  • contact centre manager

Higher apprenticeship

You could train in roles like:

  • resource scheduling manager
  • senior planner
  • team manager
  • key account manager
  • senior contact centre manager

Apply for a contact centre operations apprenticeship

You can become an apprentice in England if you’re:

  • 16 or over
  • eligible to work in England
  • not in full-time education