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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.

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
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