National Occupational Standards

Sector Profile

The contact centre industry is dominated by technology and technological changes. Being employed in a contact centre necessarily involves keeping up to date with all the latest developments in software, computing and communication advancements. In addition, a high level of competence in smart phone technology and social networking now plays a big role in overall contact centre operations.

Developing strong general customer service skills allied with high levels of competency in all of the relevant technologies now forms a major part of our Contact Centre training focus.


The Contact Centre National Occupational Standards are designed to be used by Contact Centres in all Sectors.

Contact Centre (PDF) ⇢


A wide range of vocational and knowledge based Contact Centre qualifications are available within the UK and internationally. We have developed specific Contact Centre vocational and knowledge based qualifications including NVQs/SVQs and Technical (knowledge based) Certificates at levels 2, 3 and 4.

Please find below the latest assessment strategy for Contact Centre NVQs/SVQs.

Assessment Strategy (PDF) ⇢

QCF Units

QCF units have been developed to cover the knowledge and skills needed by those in Contact Centre related roles.

Contact Centres QCF Units (PDF) ⇢

Define the Standards for Your Sector

Our NOS and frameworks have been developed to best represent the skills that you need in your sector. If you would like to join one of our sector-focused steering groups and ensure that training continues to work for your business, please contact us on

We are proud to work with

Instructus Skills is a pan-sector body that represents the training needs of over 11 million employees across the UK. From consultations to certification, we ensure that apprenticeships deliver the skilled workers that employers need.

In other words, we make apprenticeships work.