Stage 2 further develops the skills and knowledge gained by individuals who may have either previously undertaken the BTEC Career Path Stage 1 or been in a contact centre environment for sometime. The web-based learning and facilitated workshop approach allows individuals to build upon their experiences and identify best practice to implement in the workplace. The programme provides the principles to:

• competently operate as an agent
• work to the bespoke standards of an employer
• have the skills to handle all in/outbound calls
• work to a common professional standard
• work as part of a team

It is envisaged that this stage will lead delegates onto further learning and development including other customer service / contact centre qualifications or further stages within BTEC Career Path for Contact Centres:

• There are no pre-requisites for the programme.
• Ten work-based modules including: successful call handling, winning teamwork and putting yourself in the customer's shoes.
• Four workshops to use experience in developing and implementing best practice.

In the UK this qualification is in the National Qualifications Framework and is eligible for public funding.