Business Process Outsourcing

  • BPO Overview
  • What is a BPO?
  • Classification of BPO
  • Why is business outsourced?
  • Work environment in a BPO
  • Opportunities in BPO
  • Skills required for effective working
  • Skills of a CSE
  • Selling Skills
  • Handling Complaints

Customer Relationship Management

  • Elements of Good Customer Service
  • Customer Relationship Management
  • Service No
  • Understanding Customer Complaint
  • Understanding and handling complaints

Call handling & Listening

  • Introduction to call structure
  • Introduction to script reading
  • Word verbiage
  • Essential components of a conversation
  • Ground rules for call
  • Importance of listening
  • Hearing vs. Listening

Life Skills

  • Self-Evaluation
  • Attitude
  • Motivation
  • Goal Setting
  • Time Management
  • Corporate Etiquette
  • Social Etiquette

Communicate with confidence

  • Effective Listening
  • Public Speaking
  • Jam Sessions
  • Group Discussions