Advance Diploma in Call center Training
Call Center Training
BPOzitions prepares learners of all ages as freshers and experienced professionals strive for higher achievement in communication, personality development and placement. One key to improving learner achievement is providing learners with relevant contexts for learning. BPOzitions offers these contexts in the form of classroom-based training with the knowledge and skills required for continued success
Related Awards, Degrees or Certifications: ADVANCE DIPLOMA IN CALL CENTER TRAINING
Related Jobs or Careers: CSA, CSR, SR. CSA, TEAM LEADER
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Training
Provided by BPOzitions Enterprise Pvt. Ltd
- S asked: i have join us to advance diploma to request to your response and reply to address and contact no
- Z asked: can you provide me with more information of how to be aligible to obtain the call centre diploma?
- S asked: Do you provide classes in Bacolod City as well? Certified training classes for English Accent Neutralization.
- J asked: I want to pursue training in BPO FINANCE.
- W asked: we need course material can u provide it ?
- G asked: where in bacolod can i enroll for a call center training? it's the only job that will suit my lifestyle so for me to have a higher percentage of getting hired i thought of a call center training. So, where should i go? how much is the cost and how long will the training be? thanks.
- G asked: what is the full form of CSA???
- R asked: please tell me all the information about this course. (Duration, Fee structure, eligibility) RAJENDRA FURDE
- A asked: Respected Madam / sir , I am living in Jabalpur. I am years old . My educational qualification is up to th only .I am a Hindi medium student . Right now I am working as a salesman but want to make my career in an international call center / BPOs in Pune . Can I do this ( Advance Diploma in Call center Training ) course . Please help me . Waiting for your reply . Yours faithfully , AKHILESH PANDEY
- S asked: what is the fee for the diploma. Ca we take the lessons online.
- J asked: i want to do diploma in call centre management plz inform me the duration of diploma , fee , location of your institute and send me a addmisssion form. regard,
- C asked: Is there any online courses available? How much is the course fee?
- B asked: how can i get training
- M asked: i want to know details of the course. the job placement and course fees and duration???
- S asked: I need below information: ) course fee ) I would be available only on saturday's morning time. do you have instructor-led courses which runs only on weekends? ) any branch in pimpri?
- S asked: Hi, Could you please let me know if placement assurance is provided after this training. also please let me know the address of institute in Pune. Thanks- Solanki
- R asked: please tell me all procedure of Advance Diploma in Call center Training . i m impress for this
- A asked: i wanted to improve my accent only, so is there any course availabe for that. Regards sharma
- S asked: Hi, My name is and i want to do a diploma course in V & A. What will be the course duration and the fee for it. And also could you please specify the content of the course and if you also provide any placements after the course completion. Please also suggest if there is any eligibility criteria. Regards,
Advance Diploma in Call center Training
Advance Diploma in Call Center Training
Module 1 :
Insight into the Industry:
BPO Industry
Changing Dynamics of the Indian BPO industry
BPO culture
Functional issues of Call Center
Career ladder in a BPO
Module 2 :
Basic grammar- Backbone of language
Sentences
Sub-verb
Phrases and clauses
Verbs: Action/ linking verb
Nouns
Gender
Singular-Plural
Pronouns
Sub-verb Agreement
Adjectives
Articles
Adverbs
Prepositions: time, Place, other uses
Conjunctions
Regular & Irregular verbs
Verbs Forms
Tenses study
Active and passive voice
Nouns and Compounds
Direct Object
Transitive and Intransitive verbs
Appositives
Pronouns (nominative, objective and possessive)
Prepositional phrases (Adjective, Adverb)
Objective Complement
Gerunds
Participles
Infinitives
Articles
Tenses
Modals (will & would, can & could, may & might)
Sentence Variety
Question Tag
Capitalization
Punctuations
Modals (should & ought to, must & have)
Determiners and quantifiers Some and any, much (of), many (of)
Relative Clauses and other types of clause.
Questions (Wh-questions, asking & answering negative questions )
Module 3:
Art of communication
Reading
Common Mistakes in English
Essential vocabulary
Written Grammar (Story writing)
Writing: Letter, Mail, Report, Essay
Confusing Words
Neutral English Sounds (T/ D, V/ W, Th, P/ K)
Tongue Twisters
Spell and write English accurately
Speak English without a script (Free speech)
Using Email, Phone and Face-to-Face
Public Speaking
o Dealing with delegate s own feelings
o How to match the pace of thoughts and speech?
o How face to face communication works?
o How to overcome public speaking anxiety?
o How to overcome fear of public speaking?
o Instant hints and tips for public speaking
o What happens in front of an audience
o How to cope with hecklers and awkward question.
Reinforcement of techniques through Seminars and Presentation
Verbal Communication
Group Discussion
Seminar
Role Plays
Presentation Skills
o Exploring how presentation works
o How to stretch your capacity to present
o Maintaining confidence and handling nerves
o Using support material
o Presenting with flair and presence
o Hints and tips for effective presentation
Reinforcement of techniques through Presentation, Seminar, Group Discussion etc
Non-verbal communication:
Understand how Body Language works.
To Unpick the Dynamics of Communicating Non Verbally
Looking for Clues in Other People s Non-Verbal Communication
Examine Individual Pattern of Behavior
Making "weaknesses" work for you
Look at a Range of Non Verbal Relationship Building Skills
Essence of interpersonal skills
Business Etiquette
Interpersonal Skills
Verbal & Non-verbal communication
Making "weaknesses" work for you
Behavioral traits such as attitude, motivation and time management
Team Spirit
Module 4:
Culture:
Multicultural Communication
History & Facts
UK and US culture
UK/ US sounds
Names of countries and states
Idioms and phrases in UK and US
Module 5:
Voice & Accent:
American Intonation
Phonetics
Place of articulation
Syllable Stress
Nasal Consonants
Throaty Consonants
The American R
S or Z Sound
Liaisons
Difference between UK and US accent
Accent versus Pronunciation
Module 6:
Tele-etiquettes:
Basic Tele-etiquettes
Telephone Doctor
Listening Skill
Types of customer
How to Manage the Call
How to Manage the Customer
Empathy
Inbound Calls
o Greeting
o Identifying Correct Problem
o Handling Difficult Customer
o Transfer And Hold Procedures
o Up selling and Cross selling Techniques
Outbound Calls
o Sales Training:
o Effective call handling
o Telesales
o Lead generation
o Presentation and negotiation skills
o Complaint handling
o Closing the sale
Reinforcement of techniques through mock inbound and outbound calls and role-playing
Module 7:
Customer service & CRM:
What is Customer Service?
Knowing why customers are your assets
Rapport Building
Customer satisfaction/ Customer delight
Listening and Questioning Skills
Dealing With Blame
Dealing with Angry Customers and Conflict
Understanding how to add value
Giving them more than they expect
Danger of Assumptions
Introduction to CRM
Why CRM?
Module 8:
HR And Interviews:
Introduction to Various Rounds of Interview
Group Discussion
Handling Telephonic Interview
Skills and Techniques of personal interview
Interview Skills
o To look at all the factors that affect an interview situation
o How to create an impactful personal statement
o How to raise the awareness of the impression made and how to change it.
o How to look at different sorts of questions and how to deal with them
o To explore ways of rejection to feed success
Attitude & Attire
Reinforcement of techniques through mock Interview and role-playing
Module 1 :
Insight into the Industry:
BPO Industry
Changing Dynamics of the Indian BPO industry
BPO culture
Functional issues of Call Center
Career ladder in a BPO
Module 2 :
Basic grammar- Backbone of language
Sentences
Sub-verb
Phrases and clauses
Verbs: Action/ linking verb
Nouns
Gender
Singular-Plural
Pronouns
Sub-verb Agreement
Adjectives
Articles
Adverbs
Prepositions: time, Place, other uses
Conjunctions
Regular & Irregular verbs
Verbs Forms
Tenses study
Active and passive voice
Nouns and Compounds
Direct Object
Transitive and Intransitive verbs
Appositives
Pronouns (nominative, objective and possessive)
Prepositional phrases (Adjective, Adverb)
Objective Complement
Gerunds
Participles
Infinitives
Articles
Tenses
Modals (will & would, can & could, may & might)
Sentence Variety
Question Tag
Capitalization
Punctuations
Modals (should & ought to, must & have)
Determiners and quantifiers Some and any, much (of), many (of)
Relative Clauses and other types of clause.
Questions (Wh-questions, asking & answering negative questions )
Module 3:
Art of communication
Reading
Common Mistakes in English
Essential vocabulary
Written Grammar (Story writing)
Writing: Letter, Mail, Report, Essay
Confusing Words
Neutral English Sounds (T/ D, V/ W, Th, P/ K)
Tongue Twisters
Spell and write English accurately
Speak English without a script (Free speech)
Using Email, Phone and Face-to-Face
Public Speaking
o Dealing with delegate s own feelings
o How to match the pace of thoughts and speech?
o How face to face communication works?
o How to overcome public speaking anxiety?
o How to overcome fear of public speaking?
o Instant hints and tips for public speaking
o What happens in front of an audience
o How to cope with hecklers and awkward question.
Reinforcement of techniques through Seminars and Presentation
Verbal Communication
Group Discussion
Seminar
Role Plays
Presentation Skills
o Exploring how presentation works
o How to stretch your capacity to present
o Maintaining confidence and handling nerves
o Using support material
o Presenting with flair and presence
o Hints and tips for effective presentation
Reinforcement of techniques through Presentation, Seminar, Group Discussion etc
Non-verbal communication:
Understand how Body Language works.
To Unpick the Dynamics of Communicating Non Verbally
Looking for Clues in Other People s Non-Verbal Communication
Examine Individual Pattern of Behavior
Making "weaknesses" work for you
Look at a Range of Non Verbal Relationship Building Skills
Essence of interpersonal skills
Business Etiquette
Interpersonal Skills
Verbal & Non-verbal communication
Making "weaknesses" work for you
Behavioral traits such as attitude, motivation and time management
Team Spirit
Module 4:
Culture:
Multicultural Communication
History & Facts
UK and US culture
UK/ US sounds
Names of countries and states
Idioms and phrases in UK and US
Module 5:
Voice & Accent:
American Intonation
Phonetics
Place of articulation
Syllable Stress
Nasal Consonants
Throaty Consonants
The American R
S or Z Sound
Liaisons
Difference between UK and US accent
Accent versus Pronunciation
Module 6:
Tele-etiquettes:
Basic Tele-etiquettes
Telephone Doctor
Listening Skill
Types of customer
How to Manage the Call
How to Manage the Customer
Empathy
Inbound Calls
o Greeting
o Identifying Correct Problem
o Handling Difficult Customer
o Transfer And Hold Procedures
o Up selling and Cross selling Techniques
Outbound Calls
o Sales Training:
o Effective call handling
o Telesales
o Lead generation
o Presentation and negotiation skills
o Complaint handling
o Closing the sale
Reinforcement of techniques through mock inbound and outbound calls and role-playing
Module 7:
Customer service & CRM:
What is Customer Service?
Knowing why customers are your assets
Rapport Building
Customer satisfaction/ Customer delight
Listening and Questioning Skills
Dealing With Blame
Dealing with Angry Customers and Conflict
Understanding how to add value
Giving them more than they expect
Danger of Assumptions
Introduction to CRM
Why CRM?
Module 8:
HR And Interviews:
Introduction to Various Rounds of Interview
Group Discussion
Handling Telephonic Interview
Skills and Techniques of personal interview
Interview Skills
o To look at all the factors that affect an interview situation
o How to create an impactful personal statement
o How to raise the awareness of the impression made and how to change it.
o How to look at different sorts of questions and how to deal with them
o To explore ways of rejection to feed success
Attitude & Attire
Reinforcement of techniques through mock Interview and role-playing
About The Training Provider: BPOzitions Enterprise Pvt. Ltd
BPOzitions Enterprise Pvt. Ltd - A Professional career of one s choice is like a dream come true. Most often modern demands are complex and what one has learnt in college may not be enough. So having a degree with good job in today s market until one has the required soft skills and the adequate job specific skills
BPOzitions offers job-oriented training courses to impart skills in the appropriate areas in a focused...
