Contact Centre Operations (Contact Centre Operations)


QQI Level 5 Contact Centre Operations – 5M2071

Are you considering a career in Contact Centre Operations?


The Contact Centre industry is fast becoming the next knowledge worker profession and it revolves around effective communication and customer service. 


The overall aim of the programme is to provide the learner with the opportunity to acquire the requisite knowledge, skills and competence to work independently and under supervision in a range of customer contact centre settings and or to progress to further and or higher education and training.


On completion of this qualification learners will be able to:

  • Understand and implement service levels and their monitoring in Contact Centres.

  • Monitor and control Contact Centre support Staff and their meeting of targets and standards.

  • Apply specific Contact Centre sales knowledge and skills in creating and meeting sales targets and requirements.

  • Identify specific Contact Centre customers.

  • Coach others in Contact Centres.

  • Work with Contact Centre statistical data


The learner who successfully completes this programme will achieve the Level 5 Certificate in Contact Centre Operations 5M2071. The learner may then be eligible to apply to progress to the next or higher levels of the National Framework of Qualifications (NFQ) with a higher education provider.

Award QQI Level 5 Contact Centre Operations – 5M2071
Format Full-time September 2024 to May 2025.
Location Onsite at Mallow Campus.
Timetable Hours between Monday to Friday, 09:30 to 14:00.
Requirements No CAO required (Leaving Cert./LCA/equivalent for under 23s). Application review discussion.
Starting Classes start the week of Monday the 16th of September 2024.
Contact or call 022-43309
Applications Applications open. Places available. No deposit required to start your application.

Career Prospects

  • Administration in health services and local authorities. +
  • Administrative roles in banking, insurance, solicitors and travel sectors. +
  • Office administration and management in local offices. +

Course Contents

QQI Component Title

Award Code


Spreadsheets Methods



Work Experience






Contact Centre Skills



Word Processing



Customer Service



Business Administration



Marketing Practice



  • Courses are continually developed – content and specific award components are subject to change. See disclaimer.


One year. Half-day. Class timetables to follow in September, and subject to change. 


50 full-time day students will travel, fully-funded, with Erasmus+ to another European country for 2 weeks. Find out more and apply.

Entry Requirements

  • CAO points not required.
  • All applicants will be required to attend an application review discussion. An offer of a place on this course is contingent on the applicant meeting the minimum entry requirements set out here, and satisfactory presentation at interview.
  • For entry to Level 6 a full QQI Level 5 Award in a complementary area is required.


Garda Vetting

Garda Vetting is dependent on your work placement setting.

Work Experience

A two week block placement is an integral part of this course. The dates will be specified by the College.


Use your full QQI award to progress to year one or two of Business Administration in CIT or year two of Office Information Systems in IT Tralee. Advance to Business, Business Information Systems, Information Systems Management, Finance & Investment. For more links and detailed information on how to use your Mallow Campus qualification go to

A full QQI award achieves a maximum of 390 points for CAO