This title provides students with all the knowledge required to pass the NVQ Level 2, while the CD-ROM provides an assessment tool-kit, additional information and case studies.

Organisied into units of the NVQ2 qualification, this combined book and CD-ROM provide a tuition guide to gain the skills and knowledge required to work in the call handling service industry. Organisied into units of the NVQ2 qualification, this combined book and CD-ROM provide a tuition guide to gain the skills and knowledge required to work in the call handling service industry.