Marketing and Customer Service
Quali?cations
Tel. +44 (0) 8707 202909
Email. [email protected]
www.lcci.org.uk
For further
information
contact us:
London Chamber of Commerce
and Industry (LCCI) International
Quali?cations are provided
by EDI, a leading international
awarding body.
To ?nd out more about the
quali?cations and services we
offer
visit www.lcci.org.uk
3 www.lcci.org.uk
Contents
About LCCI International Quali?cations from EDI
How can LCCI International Quali?cations bene?t you and your candidates?
International recognitions
Marketing and Sales Quali?cations
Customer Service Quali?cations
Examination availability
Support materials
Support publications
LCCI Annual Quali?cation Reviews
4
5
5
6
11
15
16
17
18
4 www.lcci.org.uk
About LCCI International Quali?cations from EDI
London Chamber of Commerce and Industry International Quali?cations (LCCI IQs)
have been awarded since 1887 and are recognised by employers, governments and
universities worldwide. In 2003, the London Chamber of Commerce and Industry
Examinations Board merged with Goal assessments, a pioneer in online testing, forming
EDI.
EDI has now become one of the UK’s leading awarding bodies, accredited by the British
government. We also work closely with Ministries of Education around the world.
LCCI International Quali?cations are offered through a growing network of over 4,000
centres, supported by extensive learning resources and easy online administration. The
quali?cations are taken in over 80 countries and each year over 500,000 are awarded
across the globe.
LCCI offers quali?cations and diplomas in a range of subject areas, covering all the key
functions of business:
? Languages
? Financial and Quantitative
? Marketing and Customer Service
? Business, Administration and IT
The examinations assess the professional knowledge of the subject and are tested in
English. For those candidates for whom English is not the ?rst language, the required
level of English ability can be found in each syllabus.
LCCI International Quali?cations enjoy widespread recognition from employers,
universities and professional bodies in the UK.
5 www.lcci.org.uk
How can LCCI International Quali?cations
bene?t you and your candidates?
Features Bene?ts
LCCI brand renowned for over 100 years in
over 80 countries
Well established and internationally
recognised certi?cates to provide your
students with global marketability
Comprehensive range of quali?cations and
subject areas
Can be used as either stand alone
quali?cations or as preparation for higher
learning
Available at a range of levels Suitable for students of all ages and
experience. Progression routes to higher
education and employment
Online registration Easy to administer
On Demand examinations availability Flexible – organise the examination
whenever best suits your needs
Responsive service Quick results turnaround
Supported by extensive learning resources
including textbooks, practice tests and
comprehensive downloadable materials
Con?dently prepare students for LCCI
examinations
International recognitions
? Universities ? Chambers of commerce
? Employers ? Professional bodies
? Governments ? Employment of?ces
? Schools ? Trade unions
? Civil Service
For more information on the international recognitions of LCCI International
Quali?cations, visit www.lcci.org.uk.
6 www.lcci.org.uk
Marketing and Sales Quali?cations
Introductory Certi?cate in Marketing (ICM)
Product code: ASE10140
Designed as an introduction to the fundamental principles surrounding marketing. Perfect
for short courses and with an accompanying workbook to help students prepare for the
?nal examination, ICM helps candidates gain essential knowledge to help them progress
to LCCI Marketing level 2.
Aims
The aims of this quali?cation are to enable candidates to understand:
? the principles of marketing
? marketing as a business function
? basic techniques used in the marketing of products and services
Syllabus Topics
? Introduction to marketing
? Customer behaviour
? Marketing research
? The marketing mix
? Marketing communications
Assessment
Assessment for the quali?cation is by paper-based objective testing of knowledge and
skills. The test consists of a mix of objective questions such as true/false, multiple choice,
simple calculations with number entry, document/form completion, cloze and multiple
response.
7 www.lcci.org.uk
Marketing (level 2)
Product code: ASE2025
Our level 2 Marketing quali?cation is intended for those new to marketing as a business
function, or those who wish to obtain a formally recognised professional quali?cation.
Aims
The aims of this quali?cation are to enable candidates to develop:
? the marketing concept
? the fundamental techniques applied to the marketing of products and services
Syllabus Topics
? Marketing management
? Marketing planning
? Customer and consumer behaviour
? Marketing research
? The marketing mix
? Promotion
? General issues
Assessment
Assessment is through a 2 hour examination consisting of 20 questions, all of which must
be answered. All questions are worth 5 marks each.
Marketing (level 3)
Product code: ASE3025
Our level 3 Marketing quali?cation is intended for those who are entering the marketing
profession or who already hold a post in marketing.
Aims
The aims of this quali?cation are to enable candidates to develop:
? a broad strategic understanding across the full range of marketing activities,
including advertising, PR, sales promotion and market research
? a sound knowledge of current trends and changes in marketing practice, brought
about by technology and the internet
? the ability to apply this understanding to real life marketing scenarios
? the ability to illustrate their understanding through the use of real experiences, or
created examples, of marketing
8 www.lcci.org.uk
Marketing (level 3) continued
Syllabus Topics
? The nature of marketing
? The role of marketing
? Marketing organisation
? Market research, analysis and decision
? Marketing implementation, strategies and tactics
? International marketing
? Marketing, IT and the internet
Assessment
Assessment is through a 3 hour examination consisting of 10 questions, of which 5 must
be answered.
Selling and Sales Management (level 3)
Product code: ASE3030
Our Selling and Sales Management quali?cation is intended for those who are working,
or are preparing to work, in sales and require a knowledge and understanding of selling
techniques and how to manage the sales process.
Aims
The aims of this quali?cation are to enable candidates to develop:
? selling skills and techniques
? an understanding of sales administration
? an ability to manage the sales process
? an appreciation of sales records analyses
Syllabus Topics
? Establish a sales plan
? The selling function
? Distribution channels
? Recruitment and training
? Sales management
? Sales forecasting, budgeting and evaluation
? Sales records
? Legal and ethical issues in selling
? Sales organisation and control
Assessment
Assessment is through a 3 hour examination consisting of 10 questions, of which 5 must
be answered.
9 www.lcci.org.uk
Advertising (level 3)
Product code: ASE3002
Our Advertising quali?cation is intended for those wishing to begin a career in advertising
either in a commercial or industrial company or in a non-pro?t organisation that
undertakes advertising on an extensive scale.
Aims
The aims of this quali?cation are to enable candidates to develop:
? knowledge and understanding of advertising as part of the marketing of products,
services and organisations
? relevant advertising messages within constraints of law and codes of practice
? an awareness of the principles of delivering relevant messages to the selected
target audiences
? advertising material aimed at the selected target audiences
Syllabus Topics
? The role of advertising
? Types of advertising
? The advertiser
? The advertising agency
? Creating press advertisements
? Creating broadcasting commercials
? Producing advertisements
? Production of commercials
? Selection of media
? Media research
? Media planning and buying
? Voluntary controls
? The law and advertising
? Advertising evaluation and assessment
? The impact of technology
Assessment
Assessment is through a 3 hour examination consisting of 10 questions, of which 5 must
be answered.
10 www.lcci.org.uk
Public Relations (level 3)
Product code: ASE3029
Our Public Relations quali?cation is intended for those who wish to acquire a background
of the core activities found in both public relations consultancies and in-house
departments.
Aims
The aims of this quali?cation are to enable candidates to develop a broad understanding
in the key areas of:
? media relations
? publics and the media
? the nature of public relations
? the organisation of public relations
? sponsorship
Syllabus Topics
? The nature of public relations
? The publics of public relations
? Law and voluntary codes
? Public relations in developing countries
? Export public relations
? Community relations
? The organisation of public relations
? Planning and preparation of public relations
? Media relations
? Channels of communication: method and techniques
? Audio and visual aids
? Public relations own media
? Exhibitions
? Sponsorship
? Ancillary services
? Research
? Development and trends
Assessment
Assessment is through a 3 hour examination consisting of 10 questions, of which 5 must
be answered.
11 www.lcci.org.uk
Customer Service Quali?cations
Customer Service (level 2)
Product code: ASE2014
Our level 2 quali?cation is intended for those who are working, or intend to work, in an
environment where direct contact with internal and/or external customers forms a major
part of their work.
Aims
The aims of this quali?cation are to enable candidates to develop:
? knowledge and understanding of the elements of good customer service
? the ability to apply these elements to realistic situations
? an understanding of personal behaviours and processes that enhance service
delivery
? the ability to apply these behaviours and processes within the job role
Syllabus Topics
? The role of customer service
? Delivering reliable service
? Communicating directly with customers
? Dealing with customer complaints
Assessment
Assessment is through a 2 hour 30 minute examination consisting of 6 questions, 4 of
which must be answered.
12 www.lcci.org.uk
Customer Service (level 3)
Product code: ASE3014
Our level 3 quali?cation is intended for those who are working, or intend to work, in an
environment where customer service is seen as a competitive advantage.
Aims
The aims of this quali?cation are to enable candidates to develop:
? knowledge and understanding of the advanced concepts in developing and
delivering good customer service
? an appreciation of systems and procedures that enhance delivery of reliable and
effective service
? an understanding of personal behaviours and processes that enhance and
influence service delivery
? the ability to apply these behaviours and processes within the job role, in realistic
situations
Syllabus Topics
? The developing role of customer service
? Reliability in service systems
? Communicating with internal and external customers
? Solving customer problems
? In?uencing effective change
Assessment
Assessment is through a 3 hour examination consisting of 10 questions, of which 5 must
be answered.
13 www.lcci.org.uk
Certi?cate in Contact Centre Skills (level 2)
Product code: ASECCS2
This quali?cation is aimed at those who are intending to work in a Contact Centre job
role where they will be expected to work autonomously handling inbound and outbound
customer calls. It is also suitable for those who already working in such a role and who
wish to develop further knowledge and skills to support their work. The quali?cation is
based on the current UK National Occupational Standards (NOS) for Contact Centres
and will be awarded to candidates who successfully complete the learning outcomes and
assessments for both of the following units:
? Unit 1 Understanding Contact Centre Operations (unit code: ASE10174)
? Unit 2 Handling Inbound and Outbound Calls (unit code: ASE10175)
Certi?cation is also available at the unit level.
Aims
The aims of this quali?cation are to enable candidates to develop:
? a broad understanding of the nature, functions and operations of a Contact Centre
? a clear understanding of the individual’s role in acquiring customers and providing
reliable customer service
? an awareness of how to improve the performance of the individual, team and
organisation in order to contribute to business success
? the necessary skills, techniques and knowledge to enable them to autonomously
handle inbound and outbound customer calls effectively.
Syllabus Topics
Unit 1: Understanding Contact Centre Operations
? Contact centre operations and management
? Providing reliable customer service
? Acquiring customers
? Developing personal and organisational effectiveness
Unit 2: Handling Inbound and Outbound Calls
? Handling incoming calls requesting routine product or service advice/support
? Handling inbound sales calls
? Making outbound sales calls
? Call handling techniques
? Dealing with challenging service situations
? Actions associated with call handling
? Follow-up actions to call handling
Assessment
Assessment is by a combination of a multiple-choice test and practical call handling
assignments. More information on the assessments can be found in the Support Pack on
the LCCI website.
14 www.lcci.org.uk
Certi?cate in Contact Centre Supervisory Skills (level 3)
Product code: ASECCSS3
This quali?cation is suitable for candidates who already have the knowledge,
understanding and skills needed to work competently in a Contact Centre call handling
role, and now wish to progress to a supervisory or senior role where they will be expected
to lead a team and handle non-routine and complex customer calls autonomously.
The quali?cation is based on the current UK National Occupational Standards (NOS)
for Contact Centres and will be awarded to candidates who successfully complete the
learning outcomes and assessments for both of the following units:
? Unit 1 Leading and Managing People and Resources (unit code: ASE10176)
? Unit 2 Handling Non-Routine and Complex Calls (unit code: ASE10177)
Certi?cation is also available at the unit level.
Aims
The aims of this quali?cation are to enable candidates to develop:
? an in-depth knowledge and understanding of the principles, techniques and
practices necessary for effective team leadership and team development
? an understanding of the principles and techniques necessary for planning and
managing staff, resources and operations effectively
? knowledge and understanding of the advanced principles and techniques used in
developing and delivering excellent customer service
? the necessary skills, techniques and knowledge to enable them to handle
effectively non-routine and complex customer calls autonomously.
Syllabus Topics
Unit 1: Leading and Managing People and Resources
? Leading and developing contact centre teams
? Staff resource planning and people management
? Managing the delivery of excellent customer service
? Managing operations and contact centre technologies
Unit 2: Handling Non-Routine and Complex Calls
? Handling incoming calls for non-routine customer problems/requests
? Handling inbound sales calls for complex or multiple products/services
? Making outbound sales or service calls for complex or multiple products/
services
? Call handling techniques
? Dealing with challenging service situations
? Actions associated with call handling
Assessment
Assessment is by a combination of a multiple-choice test and practical call handling
assignments. More information on the assessments can be found in the Support Pack on
the LCCI website.
15 www.lcci.org.uk
Examination availabilty
LCCI International Quali?cations are available on speci?c days throughout the year,
known as series dates. In addition to this, some LCCI IQs are available On Demand, giving
complete ?exibility and the ability to schedule an examination at a time most convenient
to the centre and the candidates. Availability of our Marketing and Customer Service
Quali?cations is listed below.
Examination Series available
Introductory Certi?cate in Marketing On Demand
Marketing (level 2) 3 and 4
Marketing (level 3) 2, 3 and 4
Selling and Sales Management (level 3) 2, 3 and 4
Advertising (level 3) 2, 3 and 4
Public Relations (level 3) 2, 3 and 4
Customer Service (level 2) 3,4 and On Demand
Customer Service (level 3) 3,4 and On Demand
Certi?cate in Contact Centre Skills (level 2) On Demand
Certi?cate in Contact Centre Supervisory
Skills (level 3)
On Demand
16 www.lcci.org.uk
Support materials
To enhance our Marketing and Customer Service quali?cations, we offer a wide range of
support materials designed to help you deliver our quali?cations and your candidates
pass their examinations.
? Extended syllabuses cover the topics that should be included when delivering a
course leading to one of our quali?cations. You will ?nd them invaluable when
designing courses and planning lessons.
? Model answers provide examples of ideal examination answers, as well as helpful
hints and advice on examination technique.
17 www.lcci.org.uk
Support publications
A range of ‘How to Pass’ books is available to prepare students for the LCCI International
Quali?cations examinations. The books are written by our Chief Examiners, and are
invaluable as both course texts and revision guides.
? How to Pass Levels 2 and 3 Marketing
? How to Pass Level 3 Advertising
? How to Pass Level 3 Public Relations
? How to Pass Level 2 and 3 Customer Service
Visit www.lcci.org.uk for a full list of our publications and to obtain an order form for
your chosen books. You can also use the site to download extended syllabuses, model
answers and past papers.
18 www.lcci.org.uk
LCCI Annual Quali?cation Reviews
Centres are able to download Annual Quali?cation Reviews for the most popular
LCCI International Quali?cations. The Annual Quali?cation Reviews provide support
and guidance to centres, helping teachers to prepare their candidates for taking the
examinations.
For further information, please email the EDI enquiries team, [email protected].
Share in the success of millions
of students around the world
using LCCI International Quali?cations
To ?nd out more,
contact the EDI enquiries team or
your local of?ce, who will:
? Explain how you can
become an LCCI IQ
accredited centre
? Provide you with more
information on your
chosen quali?cations
EDI
International House
Siskin Parkway East
Middlemarch Business Park
Coventry CV3 4PE
UK
Tel. +44 (0) 8707 202909
Fax. +44 (0) 2476 516505
Email. [email protected]
www.ediplc.com
LCCI/MCSPG/0309
doc_275553689.pdf
Quali?cations
Tel. +44 (0) 8707 202909
Email. [email protected]
www.lcci.org.uk
For further
information
contact us:
London Chamber of Commerce
and Industry (LCCI) International
Quali?cations are provided
by EDI, a leading international
awarding body.
To ?nd out more about the
quali?cations and services we
offer
visit www.lcci.org.uk
3 www.lcci.org.uk
Contents
About LCCI International Quali?cations from EDI
How can LCCI International Quali?cations bene?t you and your candidates?
International recognitions
Marketing and Sales Quali?cations
Customer Service Quali?cations
Examination availability
Support materials
Support publications
LCCI Annual Quali?cation Reviews
4
5
5
6
11
15
16
17
18
4 www.lcci.org.uk
About LCCI International Quali?cations from EDI
London Chamber of Commerce and Industry International Quali?cations (LCCI IQs)
have been awarded since 1887 and are recognised by employers, governments and
universities worldwide. In 2003, the London Chamber of Commerce and Industry
Examinations Board merged with Goal assessments, a pioneer in online testing, forming
EDI.
EDI has now become one of the UK’s leading awarding bodies, accredited by the British
government. We also work closely with Ministries of Education around the world.
LCCI International Quali?cations are offered through a growing network of over 4,000
centres, supported by extensive learning resources and easy online administration. The
quali?cations are taken in over 80 countries and each year over 500,000 are awarded
across the globe.
LCCI offers quali?cations and diplomas in a range of subject areas, covering all the key
functions of business:
? Languages
? Financial and Quantitative
? Marketing and Customer Service
? Business, Administration and IT
The examinations assess the professional knowledge of the subject and are tested in
English. For those candidates for whom English is not the ?rst language, the required
level of English ability can be found in each syllabus.
LCCI International Quali?cations enjoy widespread recognition from employers,
universities and professional bodies in the UK.
5 www.lcci.org.uk
How can LCCI International Quali?cations
bene?t you and your candidates?
Features Bene?ts
LCCI brand renowned for over 100 years in
over 80 countries
Well established and internationally
recognised certi?cates to provide your
students with global marketability
Comprehensive range of quali?cations and
subject areas
Can be used as either stand alone
quali?cations or as preparation for higher
learning
Available at a range of levels Suitable for students of all ages and
experience. Progression routes to higher
education and employment
Online registration Easy to administer
On Demand examinations availability Flexible – organise the examination
whenever best suits your needs
Responsive service Quick results turnaround
Supported by extensive learning resources
including textbooks, practice tests and
comprehensive downloadable materials
Con?dently prepare students for LCCI
examinations
International recognitions
? Universities ? Chambers of commerce
? Employers ? Professional bodies
? Governments ? Employment of?ces
? Schools ? Trade unions
? Civil Service
For more information on the international recognitions of LCCI International
Quali?cations, visit www.lcci.org.uk.
6 www.lcci.org.uk
Marketing and Sales Quali?cations
Introductory Certi?cate in Marketing (ICM)
Product code: ASE10140
Designed as an introduction to the fundamental principles surrounding marketing. Perfect
for short courses and with an accompanying workbook to help students prepare for the
?nal examination, ICM helps candidates gain essential knowledge to help them progress
to LCCI Marketing level 2.
Aims
The aims of this quali?cation are to enable candidates to understand:
? the principles of marketing
? marketing as a business function
? basic techniques used in the marketing of products and services
Syllabus Topics
? Introduction to marketing
? Customer behaviour
? Marketing research
? The marketing mix
? Marketing communications
Assessment
Assessment for the quali?cation is by paper-based objective testing of knowledge and
skills. The test consists of a mix of objective questions such as true/false, multiple choice,
simple calculations with number entry, document/form completion, cloze and multiple
response.
7 www.lcci.org.uk
Marketing (level 2)
Product code: ASE2025
Our level 2 Marketing quali?cation is intended for those new to marketing as a business
function, or those who wish to obtain a formally recognised professional quali?cation.
Aims
The aims of this quali?cation are to enable candidates to develop:
? the marketing concept
? the fundamental techniques applied to the marketing of products and services
Syllabus Topics
? Marketing management
? Marketing planning
? Customer and consumer behaviour
? Marketing research
? The marketing mix
? Promotion
? General issues
Assessment
Assessment is through a 2 hour examination consisting of 20 questions, all of which must
be answered. All questions are worth 5 marks each.
Marketing (level 3)
Product code: ASE3025
Our level 3 Marketing quali?cation is intended for those who are entering the marketing
profession or who already hold a post in marketing.
Aims
The aims of this quali?cation are to enable candidates to develop:
? a broad strategic understanding across the full range of marketing activities,
including advertising, PR, sales promotion and market research
? a sound knowledge of current trends and changes in marketing practice, brought
about by technology and the internet
? the ability to apply this understanding to real life marketing scenarios
? the ability to illustrate their understanding through the use of real experiences, or
created examples, of marketing
8 www.lcci.org.uk
Marketing (level 3) continued
Syllabus Topics
? The nature of marketing
? The role of marketing
? Marketing organisation
? Market research, analysis and decision
? Marketing implementation, strategies and tactics
? International marketing
? Marketing, IT and the internet
Assessment
Assessment is through a 3 hour examination consisting of 10 questions, of which 5 must
be answered.
Selling and Sales Management (level 3)
Product code: ASE3030
Our Selling and Sales Management quali?cation is intended for those who are working,
or are preparing to work, in sales and require a knowledge and understanding of selling
techniques and how to manage the sales process.
Aims
The aims of this quali?cation are to enable candidates to develop:
? selling skills and techniques
? an understanding of sales administration
? an ability to manage the sales process
? an appreciation of sales records analyses
Syllabus Topics
? Establish a sales plan
? The selling function
? Distribution channels
? Recruitment and training
? Sales management
? Sales forecasting, budgeting and evaluation
? Sales records
? Legal and ethical issues in selling
? Sales organisation and control
Assessment
Assessment is through a 3 hour examination consisting of 10 questions, of which 5 must
be answered.
9 www.lcci.org.uk
Advertising (level 3)
Product code: ASE3002
Our Advertising quali?cation is intended for those wishing to begin a career in advertising
either in a commercial or industrial company or in a non-pro?t organisation that
undertakes advertising on an extensive scale.
Aims
The aims of this quali?cation are to enable candidates to develop:
? knowledge and understanding of advertising as part of the marketing of products,
services and organisations
? relevant advertising messages within constraints of law and codes of practice
? an awareness of the principles of delivering relevant messages to the selected
target audiences
? advertising material aimed at the selected target audiences
Syllabus Topics
? The role of advertising
? Types of advertising
? The advertiser
? The advertising agency
? Creating press advertisements
? Creating broadcasting commercials
? Producing advertisements
? Production of commercials
? Selection of media
? Media research
? Media planning and buying
? Voluntary controls
? The law and advertising
? Advertising evaluation and assessment
? The impact of technology
Assessment
Assessment is through a 3 hour examination consisting of 10 questions, of which 5 must
be answered.
10 www.lcci.org.uk
Public Relations (level 3)
Product code: ASE3029
Our Public Relations quali?cation is intended for those who wish to acquire a background
of the core activities found in both public relations consultancies and in-house
departments.
Aims
The aims of this quali?cation are to enable candidates to develop a broad understanding
in the key areas of:
? media relations
? publics and the media
? the nature of public relations
? the organisation of public relations
? sponsorship
Syllabus Topics
? The nature of public relations
? The publics of public relations
? Law and voluntary codes
? Public relations in developing countries
? Export public relations
? Community relations
? The organisation of public relations
? Planning and preparation of public relations
? Media relations
? Channels of communication: method and techniques
? Audio and visual aids
? Public relations own media
? Exhibitions
? Sponsorship
? Ancillary services
? Research
? Development and trends
Assessment
Assessment is through a 3 hour examination consisting of 10 questions, of which 5 must
be answered.
11 www.lcci.org.uk
Customer Service Quali?cations
Customer Service (level 2)
Product code: ASE2014
Our level 2 quali?cation is intended for those who are working, or intend to work, in an
environment where direct contact with internal and/or external customers forms a major
part of their work.
Aims
The aims of this quali?cation are to enable candidates to develop:
? knowledge and understanding of the elements of good customer service
? the ability to apply these elements to realistic situations
? an understanding of personal behaviours and processes that enhance service
delivery
? the ability to apply these behaviours and processes within the job role
Syllabus Topics
? The role of customer service
? Delivering reliable service
? Communicating directly with customers
? Dealing with customer complaints
Assessment
Assessment is through a 2 hour 30 minute examination consisting of 6 questions, 4 of
which must be answered.
12 www.lcci.org.uk
Customer Service (level 3)
Product code: ASE3014
Our level 3 quali?cation is intended for those who are working, or intend to work, in an
environment where customer service is seen as a competitive advantage.
Aims
The aims of this quali?cation are to enable candidates to develop:
? knowledge and understanding of the advanced concepts in developing and
delivering good customer service
? an appreciation of systems and procedures that enhance delivery of reliable and
effective service
? an understanding of personal behaviours and processes that enhance and
influence service delivery
? the ability to apply these behaviours and processes within the job role, in realistic
situations
Syllabus Topics
? The developing role of customer service
? Reliability in service systems
? Communicating with internal and external customers
? Solving customer problems
? In?uencing effective change
Assessment
Assessment is through a 3 hour examination consisting of 10 questions, of which 5 must
be answered.
13 www.lcci.org.uk
Certi?cate in Contact Centre Skills (level 2)
Product code: ASECCS2
This quali?cation is aimed at those who are intending to work in a Contact Centre job
role where they will be expected to work autonomously handling inbound and outbound
customer calls. It is also suitable for those who already working in such a role and who
wish to develop further knowledge and skills to support their work. The quali?cation is
based on the current UK National Occupational Standards (NOS) for Contact Centres
and will be awarded to candidates who successfully complete the learning outcomes and
assessments for both of the following units:
? Unit 1 Understanding Contact Centre Operations (unit code: ASE10174)
? Unit 2 Handling Inbound and Outbound Calls (unit code: ASE10175)
Certi?cation is also available at the unit level.
Aims
The aims of this quali?cation are to enable candidates to develop:
? a broad understanding of the nature, functions and operations of a Contact Centre
? a clear understanding of the individual’s role in acquiring customers and providing
reliable customer service
? an awareness of how to improve the performance of the individual, team and
organisation in order to contribute to business success
? the necessary skills, techniques and knowledge to enable them to autonomously
handle inbound and outbound customer calls effectively.
Syllabus Topics
Unit 1: Understanding Contact Centre Operations
? Contact centre operations and management
? Providing reliable customer service
? Acquiring customers
? Developing personal and organisational effectiveness
Unit 2: Handling Inbound and Outbound Calls
? Handling incoming calls requesting routine product or service advice/support
? Handling inbound sales calls
? Making outbound sales calls
? Call handling techniques
? Dealing with challenging service situations
? Actions associated with call handling
? Follow-up actions to call handling
Assessment
Assessment is by a combination of a multiple-choice test and practical call handling
assignments. More information on the assessments can be found in the Support Pack on
the LCCI website.
14 www.lcci.org.uk
Certi?cate in Contact Centre Supervisory Skills (level 3)
Product code: ASECCSS3
This quali?cation is suitable for candidates who already have the knowledge,
understanding and skills needed to work competently in a Contact Centre call handling
role, and now wish to progress to a supervisory or senior role where they will be expected
to lead a team and handle non-routine and complex customer calls autonomously.
The quali?cation is based on the current UK National Occupational Standards (NOS)
for Contact Centres and will be awarded to candidates who successfully complete the
learning outcomes and assessments for both of the following units:
? Unit 1 Leading and Managing People and Resources (unit code: ASE10176)
? Unit 2 Handling Non-Routine and Complex Calls (unit code: ASE10177)
Certi?cation is also available at the unit level.
Aims
The aims of this quali?cation are to enable candidates to develop:
? an in-depth knowledge and understanding of the principles, techniques and
practices necessary for effective team leadership and team development
? an understanding of the principles and techniques necessary for planning and
managing staff, resources and operations effectively
? knowledge and understanding of the advanced principles and techniques used in
developing and delivering excellent customer service
? the necessary skills, techniques and knowledge to enable them to handle
effectively non-routine and complex customer calls autonomously.
Syllabus Topics
Unit 1: Leading and Managing People and Resources
? Leading and developing contact centre teams
? Staff resource planning and people management
? Managing the delivery of excellent customer service
? Managing operations and contact centre technologies
Unit 2: Handling Non-Routine and Complex Calls
? Handling incoming calls for non-routine customer problems/requests
? Handling inbound sales calls for complex or multiple products/services
? Making outbound sales or service calls for complex or multiple products/
services
? Call handling techniques
? Dealing with challenging service situations
? Actions associated with call handling
Assessment
Assessment is by a combination of a multiple-choice test and practical call handling
assignments. More information on the assessments can be found in the Support Pack on
the LCCI website.
15 www.lcci.org.uk
Examination availabilty
LCCI International Quali?cations are available on speci?c days throughout the year,
known as series dates. In addition to this, some LCCI IQs are available On Demand, giving
complete ?exibility and the ability to schedule an examination at a time most convenient
to the centre and the candidates. Availability of our Marketing and Customer Service
Quali?cations is listed below.
Examination Series available
Introductory Certi?cate in Marketing On Demand
Marketing (level 2) 3 and 4
Marketing (level 3) 2, 3 and 4
Selling and Sales Management (level 3) 2, 3 and 4
Advertising (level 3) 2, 3 and 4
Public Relations (level 3) 2, 3 and 4
Customer Service (level 2) 3,4 and On Demand
Customer Service (level 3) 3,4 and On Demand
Certi?cate in Contact Centre Skills (level 2) On Demand
Certi?cate in Contact Centre Supervisory
Skills (level 3)
On Demand
16 www.lcci.org.uk
Support materials
To enhance our Marketing and Customer Service quali?cations, we offer a wide range of
support materials designed to help you deliver our quali?cations and your candidates
pass their examinations.
? Extended syllabuses cover the topics that should be included when delivering a
course leading to one of our quali?cations. You will ?nd them invaluable when
designing courses and planning lessons.
? Model answers provide examples of ideal examination answers, as well as helpful
hints and advice on examination technique.
17 www.lcci.org.uk
Support publications
A range of ‘How to Pass’ books is available to prepare students for the LCCI International
Quali?cations examinations. The books are written by our Chief Examiners, and are
invaluable as both course texts and revision guides.
? How to Pass Levels 2 and 3 Marketing
? How to Pass Level 3 Advertising
? How to Pass Level 3 Public Relations
? How to Pass Level 2 and 3 Customer Service
Visit www.lcci.org.uk for a full list of our publications and to obtain an order form for
your chosen books. You can also use the site to download extended syllabuses, model
answers and past papers.
18 www.lcci.org.uk
LCCI Annual Quali?cation Reviews
Centres are able to download Annual Quali?cation Reviews for the most popular
LCCI International Quali?cations. The Annual Quali?cation Reviews provide support
and guidance to centres, helping teachers to prepare their candidates for taking the
examinations.
For further information, please email the EDI enquiries team, [email protected].
Share in the success of millions
of students around the world
using LCCI International Quali?cations
To ?nd out more,
contact the EDI enquiries team or
your local of?ce, who will:
? Explain how you can
become an LCCI IQ
accredited centre
? Provide you with more
information on your
chosen quali?cations
EDI
International House
Siskin Parkway East
Middlemarch Business Park
Coventry CV3 4PE
UK
Tel. +44 (0) 8707 202909
Fax. +44 (0) 2476 516505
Email. [email protected]
www.ediplc.com
LCCI/MCSPG/0309
doc_275553689.pdf