Name: Domestic BPO
2. Sector: Information & Communication Technology (ICT)
3. Code: ICT207
4. Entry Qualification: Minimum 10th Std. & 14 years and Above & MES Module on Computer Fundamentals, MS-Office, Internet & Soft Skills
5. Terminal Competency: After completion of the training, participants would be able to: Understand the concept of BPO operations and to use them effectively as Customer Relationship Exec in a domestic BPO
6. Duration: 180 hrs.
2. Sector: Information & Communication Technology (ICT)
3. Code: ICT207
4. Entry Qualification: Minimum 10th Std. & 14 years and Above & MES Module on Computer Fundamentals, MS-Office, Internet & Soft Skills
5. Terminal Competency: After completion of the training, participants would be able to: Understand the concept of BPO operations and to use them effectively as Customer Relationship Exec in a domestic BPO
6. Duration: 180 hrs.
Practical Competencies
Practice sessions with stress on
- Voice & accent : Voice clarity & global accent - Voice modulation & intonation - Word stress, syllabi stress - Punctuation ,vowel & consonant sounds - Practice of sentences - Fast speech - Pronunciation Group Discussion Sessions Individual interactions Interview preparation Personal grooming with stress on skills such as appearance, behavior , voice,etc. Regular practice of newspaper reading & updating knowledge about day to day happenings. |
Underpinning Knowledge (Theory)
Concept of Business Process Outsourcing
Back office management What is Outsourcing. Administrative ,Financial & HR - Administrative outsourcing : Text processing, claim processing, assets management ,Transcription & translation, document management. - Financial outsourcing: billing services, accounting, transactions, general accounting, tax consultancy & compliance, risk management. - HR outsourcing: benefits at the station, recruiting & staffing, parole services, hiring administration, records management, team building ,etc. Front office management What is a Call Center. - According to location of process- International & Domestic . - According to process : Inbound ,outbound & Blended. - According to characteristic : Voice Based & Web Based - According to functionality : Real Call Center & Virtual Call center Key Technical Support Provide technical support to customers within And outside organization: troubleshooting for Customers using products & services like PC‟s, Printers ,internet ,etc. Soft Skills Listening Skills Stress / Change Management Telemarketing Skills Typing Skills |
