Contact Centre & Client Support
Multi-channel support at volume: call control, systems accuracy, quality standards and the resilience the role demands.
- Award
- Occupational Certificate
- Level
- Level 3
- Duration
- 14 weeks · 260 hours
- Delivery
- 75% online · 25% in person
- Units
- 6 units
- Intake
- Phase 01 · Kampala
Overview
Contact centre work is measured continuously, which makes it one of the few occupations where competence is visible in the data. It is also one where good people leave because nobody trained them for the load.
This programme covers call and message handling, CRM accuracy, quality frameworks and the personal resilience practices that make the job sustainable.
What you study
6 units · 260 notional hours. Hours shown are the notional allocation used for planning and progression.
Channels, queues, service levels, scheduling and how performance is measured.
Opening, questioning, controlling talk time without rushing, summarising and closing.
Email, chat and messaging tone, templates used well and handling parallel conversations.
Case logging, disposition codes, data protection and the cost of a bad record.
Abusive callers, vulnerable customers, de-escalation and correct escalation.
Quality frameworks, acting on feedback, and managing fatigue and emotional load.
How you are assessed
Practical competence is assessed in person by a qualified assessor against written criteria. No practical competence is assessed online.
A sample of real calls and messages assessed against a quality framework
CRM records audited for accuracy and completeness
A difficult contact handled, escalated and reviewed
Recorded questioning on judgement, data and resilience
Entry requirements
- 18 years or older at the start of the programme
- Senior Four (UCE) or equivalent
- Confident spoken and written English
- Computer literacy and a reliable internet connection for online delivery
Certification
Learners receive the ASIEA award and the evidence behind it. External certification is being sought: the units, notional hours and assessment on this page are written so a certification body can map them to its own qualifications.
Where it leads
Roles shown are indicative of the sector this course is designed for, not guaranteed placements.
Next steps
Two minutes. No documents needed yet.
A guided call on fit, schedule and prior experience.
Entry evidence reviewed and a placement matched to you.
Enrolment, induction date and your learner record opened.
Phase 01 fees are published at admission. Payment plans and employer-sponsored places form part of the intended Phase 01 model.