The Contact Center Foundation Apprenticeship and Apprenticeship in Wales respond to the employer need for high levels of skills in contact centres in a wide range of organisations. They have been developed, with the help of employers, to widen the pool of potential recruits into the Contact Centre industry and to up skill the existing workforce to meet their skills priorities.

Foundation Apprentices will work in job roles such as Trainee Agent, Contact Centre Agent, Help Desk Operative, Sales Advisor, Customer Service Advisor, Outbound Sales Agent, Inbound Sales Agent, Outbound Customer Service Agent, Inbound Customer Service Agent, Telephone Banking Advisor and Telesales Operator.

Apprentices will work in job roles such as Sales Team Leader, Customer Services Team Leader, Contact Centre Team Leader, Product Specialist, Supervisor, Support Analyst, and Contact Centre Manager.