Midas Group

FETAC Major Award in Contact Centre Operations (5M2071)


The overall aim of the programme is to assist the learner to attain the necessary skills and knowledge to work in a business context or to progress to further and or higher education and training.

There are 8 modules in this programme. Each module carries 15 credits. Learners require 120 credits, i.e. 8 modules, to achieve the Level 5 FETAC major award

Course Objectives
  • To enable the learner to become familiar with the core subject areas, theoretical and practical, within the Contact Centre Operations Programme.
  • To provide the learner with a broad range of theoretical knowledge and practical skills that may be used within an office and call centre setting.
  • To enable the learner to strengthen  their confidence, to further develop their interpersonal communication skills with both groups and individuals, to work effectively in teams and to develop time management and problem solving skills so that they may work efficiently in their chosen vocational area.
  • To facilitate the learner to take responsibility for their own learning in a constructive setting.
  • To assist the learner to overcome wide-ranging problems relating to Contact Centre Operations in a variety of contexts.
  • To provide a programme of learning that is vocational in nature and flexible in structure so that the learner has the maximum opportunity to improve his/her academic and vocational literacy and numeracy.
  • To enable the learner to understand developments in information technology both within society and the workplace.
  • To enable the learner to evaluate and use information to plan, develop and determine solutions  in different situations
  • To provide the learner with the knowledge, skill and competence relating to Contact Centre Operations at this level, so that the learner may advance to further or higher levels of education if they so require.
  • To facilitate the learner to reflect on and evaluate his/her performance while participating in the programme.
Course Content
Module Code Module Name Level Credit
5N1361 Contact Centre Skills 5 15
5N0972 CustomerService    
5N0690 Communications 5 15
5N1367 Teamworking 5 15
5N1356 WorkExperience 5 15
5N1364 DigitalMarketing 5 15
5N1610 Business Administration Skills 5 15
5N1400 Marketing Practice 5 15
  • Upon successful completion of this course participants will receive a Fetac Level 5 Major Certificate in Contact Centre Operations (5M2071)
Further Information/Booking

For further information, fill in a course enquiry form, call us on +353 (046) 9249618 or e-mail info@midasgroup.ie – To register for this course, download the attached Booking Form and post / fax or book online by choosing Book Online option below.

Book Online

€1,200.00 Add to cart