Activity Cum Lesson Planner - Call Center

Period 1
9 AM to 10 AM
Day Subject Topic Inst code
1 Introduction Call Center
attain minimum call login

2 Attend/Make customer time/dials/customer contacts
calls and attendance for the
number of days specified
the importance of respect

3 Attend/Make customer
for self, respect for others
calls
and the environment
the workplace ergonomics

for performing the daily
calls
tasks
probe customers using
appropriateopen and close
ended questions to
calls
understand the nature of
problem
address customer’s complete

concerns before ending the
calls
call
categorize
Resolving customer
7 customer’sinteraction as a
query, request and
query, request or a
complaint
complaint
Resolving customer verify customer’s details for

8 query, request and any account related
complaint information
Resolving customer gauge customer’s
9 query, request and communication style and
complaint respond appropriately
probe customers using

Resolving customer appropriateopen and close
10 query, request and ended questions to
complaint understand the nature of
problem
Resolving customer
11 give clear instructions to
query, request and
customers
complaint
avoid using jargons, slang,

Resolving customer technical terms and
12 query, request and acronyms when
complaint communicating with
customers
categorize customers as per
13 Develop customer their value and urgency of
relationship his Q R C and provide quick
response
14 Develop customer capture customer feedback

relationship in a timely manner
exceed the specified

maximum level of customer
15 Develop customer
satisfaction scores and
relationship
ensureinstant customer
feedback
display courtesy and

16 Develop customer
professionalism during
relationship
customer interactions
build rapport with the
17 Develop customer
customer for a positive
relationship
experience
identify immediate and/or

18 Develop customer
temporary solutions to be
relationship
given to the customers
review individual call login

time/number of
19 Report and review dials/customer
contacts/attendance for the
review period
hold/transfer/escalation
protocol, first time
20 Report and review resolution %age and
complete &correct
tagging/wrap up
probe customers to
21 Proactive selling understand their buying
behaviour and needs
22 identify opportunity to pitch

Proactive selling
relevant products/services
present a pleasant
23 Proactive selling personality and enjoy
communicating with people
24 switch over to customer's

Proactive selling
language to create comfort
25 Revision Revision Revision
26 Reinforcement practice Reinforcement practice Reinforcement practice



Period 2
10 AM to 11 AM
Subject Topic Inst code
Attend/Make customer
Emergence of Call center
calls
balance total number of

Attend/Make customer minutes spent talking to
calls the customer, within
specified limits
ifference between
Attend/Make customer ‘desirable’ and
calls ‘undesirable’
communication
need for adequate rest

breaks or pauses during
calls
working hours
Attend/Make customer give clear instructions to
calls customers
address customer’s
Attend/Make customer problems before
calls following your given
script
obtain sufficient
Resolving customer information from the
query, request and customers to login their
complaint query, request or
complaint
provideestimate of
Resolving customer resolution time to the
query, request and customer, if an immediate
complaint solution cannot be found
on-call
Resolving customer mention remarks in CRM
query, request and on customer Q R C within
complaint the ACHT
. identify with the

problem narrated by the
Resolving customer
customer, interpret and
query, request and
communicate the same for
complaint
apt resolution, within the
ACHT
Resolving customer respond to customer’s

query, request and question with a relevant
complaint answer
make decisions to
Resolving customer
categorize customer’s
query, request and
interaction basis urgency,
complaint
to offer quick resolutions
adhere to organizational
Develop customer
guidelines w.r.t. to ACHT
relationship
and AHT
provide complete
resolution and escalate
Develop customer
where necessary, to
relationship
minimize repeat call
percentage
reassure customersof
Develop customer
service promises made by
relationship
the organization
Develop customer be patient and attentively

relationship listen to the customer
Develop customer offer quick response to
relationship delight the customer
comprehend the problem,

identify the solution(s)
Develop customer
and suggest the best
relationship
possible solution to the
customer
comply with parameters

like opening greeting,
Report and review
security checks, closing
greeting,
typical response
time/service time of
Report and review
processes/products/servic
es
navigate through
customer’s account
Proactive selling
history to identify the
usage pattern
offer customized solution

from the range of
Proactive selling products/services
available with the
organization
be sensitive to other’s
Proactive selling feelings and calmly
resolve conflicts
create a win-win situation

Proactive selling
with the customer
Revision Revision Revision
Reinforcement practice Reinforcement practice Reinforcement practice



Period 3
11 AM to 12 PM
Types of Call center
calls
restrict total number of

Attend/Make customer minutes customer is put
calls on hold, within given time
limits
company procedures set

for execution of the job
Attend/Make customer role/handling company
calls property/maintaining
confidentiality of the
customer data
Attend/Make customer Basic working of a

calls computer
avoid using jargons,
slang, technical terms and
acronyms when
calls
communicating with
customers
empathize with
customer’s problems,
calls
criticism and suggestions
Resolving customer address customer’s query,

query, request and request or complaint on
complaint the basis of categorization
Resolving customer record the customer’s

query, request and interaction as a query,
complaint request or a complaint
Resolving customer
query, request and CRMwithin the ACHT
complaint
Resolving customer formulate sentences

query, request and without any grammatical
complaint errors
Resolving customer record precise and clear

query, request and information for analysis
complaint by other departments
Resolving customer how to manage

query, request and relationship with irate
complaint customers
balance customer's
Develop customer expectations with the
relationship organization's service
offerings
give additional
information to customers
Develop customer
in response to their
relationship
questions and comments
about the service
educate customers about

new
Develop customer
offers/products/services,
relationship
as per their usage pattern
and specific needs

Develop customer
professionalism during
relationship
customer interactions
Develop customer manage relationship with
relationship irate or abusive customers
educate customersto
Develop customer
resolve their technical
relationship
issues
analyze self reports like

update on AHT, login
time, CRM report
Report and review
andensure the same is
reviewed with the
immediate superior
closing greeting,
hold/transfer/escalation
Report and review protocol, complete and
correct
tagging
importance of the role in
Proactive selling representing the
organization
complete range of
products/servicesin order
Proactive selling
to pitch them to the
customers
avoid using jargons,

slang, technical terms and
Proactive selling acronyms when
communicating with
customers
convince customers to
Proactive selling buy company's
products/services

Computers Practice 6
“SAN IT SOLUTIONS PVT LTD”
Activity Cum Lesson Planner - Customer Care Executive (Call Center)

Period 4
12 PM to 1 PM
Techniques
calls
attain total number of

Attend/Make customer minutes spent wrapping
calls up calls/notations/tagging
within given time limits
violation of the code of

ethics and corrective
calls
measures thereof
how to receive and make

calls, including answering
Attend/Make customer the call within specified
calls number of rings, call
forward, call hold and call
transfer
make decisions to
categorize customer’s
calls
interaction
educate customersto
resolve their technical
calls
issues
refer problem to a
Resolving customer
supervisor/floor
query, request and
support/manager, if
complaint
unable to resolve oncall
resolve at least 80% of

Resolving customer
first level complaints at
query, request and
front end, without any
complaint
further escalations
basic concepts of GSM
Resolving customer
and CDMA technology
query, request and
and awareness of data
complaint
technology
Resolving customer read about organization’s

query, request and new products and services
complaint throughintranet portal
record complete and

Resolving customer
correct customer
query, request and
discussions in the call
complaint
logs in
how to display courtesy

Resolving customer
and professionalism while
query, request and
interacting with the
complaint
customers
initiate greeting in
customer’s preferred
Develop customer
language and switch to
relationship
language spoken by the
customeron-call
avoid use of jargons,

Develop customer
slangs and technical
relationship
words
maintain appropriate
Develop customer levels of confidence of
relationship customer data, throughout
the call
respond to customer’s
Develop customer
question with a relevant
relationship
answer
gauge customer’s
Develop customer
communication style and
relationship
respond appropriately
cope with criticism of

customers and
Develop customer constructively mould the
relationship same into a positive
impression about the
organization
how to read and interpret

Report and review daily/weekly/monthly self
performance reports
basic working of a
Report and review
computer
strengths and limitations
of your own
Proactive selling
product/service vis-à-vis
competition
basic working of a
Proactive selling
computer and MS Excel
give clear instructions and

Proactive selling share information with
customers
manage irate or abusive

Proactive selling
customers
Importance of Soft Skills
Soft Skills - Meaning of Soft Skills 5
- How to improve soft skill
Communication Skills
Soft Skills 5
- Verbal communication
Soft Skills 5
- Verbal communication
- Non Verbal
Soft Skills 5
Communication
- (Body Language)
- Non Verbal
Soft Skills 5
Communication
- (Body Language)
Soft Skills Enhanced listening skills 5
Soft Skills Time Management 5
Motivation and
Soft Skills 5
Inspiration
Motivation and
Soft Skills 5
Inspiration
Soft Skills Interpersonal Skills 5
Soft Skills Team Building 5
Soft Skills Management skills 5

TIONS PVT LTD”
ustomer Care Executive (Call Center)

Period 5
1.30 PM to 2.30 PM
Types of Customer
calls
achieve minimum typing

speed and accuracy as
calls
specified for the job role
out bound calls to

Attend/Make customer customers must not be
calls initiated during
unreasonable hours
mentionremarks in CRM
on customer Q R C within
calls
the ACHT
Attend/Make customer manage relationship with
calls irate customers
comprehend the problem,

identify the solution(s)
and suggest the best
calls
possible solution to the
customer
current
Resolving customer tariffs/recharges/plans/VA
query, request and Ss/data
complaint products/broadband/other
products&services
turnaround
Resolving customer
time(TAT)/Service Level
query, request and
Agreements (SLA) of
complaint
various processes
how to fetch information
about
Resolving customer product/process/services
query, request and or process a customer’s
complaint interaction from
informational intranet
tools
Resolving customer
how to use the CRM
query, request and
applications
complaint
how to use the CRM

Resolving customer applications in order to
query, request and fetch customer's account
complaint details and verify his
account
Resolving customer how to be patient and

query, request and attentively listen to the
complaint customer
maintain a flow of
Develop customer conversation keeping the
relationship caller informed of action
being taken
role and importance of the

Develop customer
helpdesk in supporting
relationship
business operations
ACHT and AHT

Develop customer
parameters as per
relationship
organizational standards
fluently speak and

Develop customer
understand English and
relationship
the regional language
Develop customer give clear instructions to
relationship customers
empathize with
Develop customer
customer’s problems,
relationship
criticism and suggestions
read performance specific

Report and review reports and it’s
terminology
read daily briefs on

Report and review
products and processes
whereabouts of latest
Proactive selling
products and services
navigation of intra net

tools and CRM to gather
Proactive selling
information about
customer's account
probe customers
appropriately to
Proactive selling
understand nature of
problem

Proactive selling
professionalism



Period 6
2.30 PM to 3.30 PM
Definition of a computer
Computers Basic Operations of a 1
computer
Computers History of Computers 1
Block diagram of a
Computers 1
computer Hardware
Basic Terms
Computers 1
Operating system
Input/Output devices
Computers 5
Central Processing Unit
Specifications of a
Computers 5
computer
Application softwares
Computers 6
Student activity
Computers Student Activity 6

Windows Nomenclature
Computers 5
Creating Files and Folders
Windows Nomenclature
Computers 5
Creating Files and Folders
Installing simple
Computers 5
softwares
Installing simple
Computers 5
softwares
MS Word
- Use of MS word
- Word Processing
Computers 6
concepts
- Create, Save, Edit,
Format a document
MS Word
- Use of MS word
- Word Processing
Computers 6
concepts
Format a document
MS Word
- Use of MS word
- Word Processing
Computers 6
concepts
Format a document
MS Word
- Use of MS word
- Word Processing
Computers 6
concepts
Format a document
MS Word
- Use of MS word
- Word Processing
Computers 6
concepts
Format a document
MS Word
- Use of MS word
- Word Processing
Computers 6
concepts
Format a document
MS Word
- Use of MS word
- Word Processing
Computers 6
concepts
Format a document
MS Word
- Use of MS word
- Word Processing
Computers 6
concepts
Format a document
MS Word
- Use of MS word
- Word Processing
Computers 6
concepts
Format a document
MS Word
- Use of MS word
- Word Processing
Computers 6
concepts
Format a document
MS Word
- Use of MS word
- Word Processing
Computers 6
concepts
Format a document
MS Word
- Use of MS word
- Word Processing
Computers 6
concepts
Format a document
Period 7
3.30 PM to 4.30 PM
role and importance of the

helpdesk in supporting
calls
business operations
ACHT and AHT, its

significance in the overall
Attend/Make customer profitability of the
calls business and how the job
relates to the ACHT and
AHT
the importance of clear

and honest
communication so that the
customer is . the
calls
importance of clear and
honest communication so
that the customer is
fluently speak and

understand English and
calls
the regional language
Attend/Make customer professionalism while
calls interacting with the
customers
identify immediate and/or

temporary solutions to be
calls
given to the customers
Resolving customer the process of escalation

query, request and of query, request and
complaint complaint
Resolving customer the importance of respect

query, request and for self, respect for others
complaint and the environment
company procedures set
for execution of the job
Resolving customer
role/handling company
query, request and
property/maintaining
complaint
confidentiality of the
customer data
out bound calls to

customers must not be
Resolving customer
initiated during
query, request and
unreasonable hours i.e.
complaint
before 8:00am or after
9:00pm
Resolving customer need for adequate rest

query, request and breaks or pauses during
complaint working hours
how to build rapport with

Resolving customer
the customer to secure
query, request and
pleasant and positive
complaint
experience
importance of timely and
quick response, first time
Develop customer resolution and customer
relationship retention / long term
relationship with the
customer
Develop customer how to behave assertively

relationship and professionally
how to fetch required

information about
Develop customer product/process/services
relationship from intranet tools, for
processing customer's
interaction
formulate sentences
Develop customer
withoutany grammatical
relationship
errors
record precise and clear
Develop customer
information for analysis
relationship
by other departments
Develop customer problems before
relationship following your given
script
interpret the reports and

Report and review be able to compare with
targets/performance
discuss self performance

Report and review basis performance criteria
with the superior
record complete and
correct customer
Proactive selling
discussions in CRM/MS
Excel
comprehend remarks
Proactive selling
mentioned in CRM
respond to customer’s Q
Proactive selling R C with a relevant
answer
be patient and attentively

Proactive selling
listen to the customer



Period 8
4.30 PM to 5.30 PM
Attend/Make customer The concept of ACHT

calls and AHT,
significance of
theintranet tools and
Attend/Make customer telephony application
calls available, in order to
attend a customer’s
call
importance of
attendance in time at
office /minimum call
login hours/typical
calls
response time/service
time of processes,
products and services
gauge the customer’s

Attend/Make customer communication style
calls and respond
appropriately
how to be patient and
attentively listen to the
calls
customer
build rapport with the

Attend/Make customer customer to secure
calls pleasant and positive
experience
the importance of clear

and honest
Resolving customer
communication so that
query, request and
the customer is clear
complaint
about what is being
committed
difference between
Resolving customer
‘desirable’ and
query, request and
‘undesirable’
complaint
communication
Resolving customer violation of the code of
query, request and ethics and corrective
complaint measures thereof
the workplace
Resolving customer
ergonomics for
query, request and
performing the daily
complaint
tasks
Resolving customer basic working of a

query, request and computer to be able to
complaint multi-task
Resolving customer educate customersto

query, request and resolve their technical
complaint issues
Develop customer basic working of a
relationship computer
typical problems
Develop customer voiced by the
relationship customers, and their
solutions
the limitations of your

Develop customer
organization's service
relationship
offering
mentionremarks in
Develop customer
CRM on customer Q R
relationship
C within the ACHT
identify with the
problem narrated by
the customer, interpret
Develop customer
and communicate the
relationship
same for apt
resolution, within the
ACHT
Develop customer
complete concerns
relationship
before ending the call
evaluate and improve

self performance
Report and review
through timely review
of the reports
Instant customer
engagement
Report and review
scores/Customer
satisfaction scores
identify problem
narrated by the
Proactive selling
customer and provide
apt resolution
fluently speak and

understand English
Proactive selling
and/or the regional
language
gauge customer’s
communication style
Proactive selling
and respond
appropriately
offer product/service
Proactive selling best suited to
customer’s need
Reinforcement
Reinforcement practice Reinforcement practice
practice
Reinforcement
practice
Reinforcement
practice
Critical thinking and
Soft Skills 5
management skills
Soft Skills Presentation skills 5
Soft Skills Student Activity 5
Soft Skills Grooming 5

Soft Skills Grooming 5
Soft Skills Student Activity 5

Activity Cum Lesson Planner - Call Center

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Activity Cum Lesson Planner - Call Center

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Period 1

1 Introduction Call Center

attain minimum call login

the importance of respect

the workplace ergonomics

address customer’s complete

Resolving customer verify customer’s details for

probe customers using

avoid using jargons, slang,

14 Develop customer capture customer feedback

exceed the specified

display courtesy and

identify immediate and/or

review individual call login

22 identify opportunity to pitch

24 switch over to customer's

26 Reinforcement practice Reinforcement practice Reinforcement practice

27 Reinforcement practice Reinforcement practice Reinforcement practice

28 Reinforcement practice Reinforcement practice Reinforcement practice

30 Reinforcement practice Reinforcement practice Reinforcement practice

31 Reinforcement practice Reinforcement practice Reinforcement practice

32 Reinforcement practice Reinforcement practice Reinforcement practice

34 Reinforcement practice Reinforcement practice Reinforcement practice

35 Reinforcement practice Reinforcement practice Reinforcement practice

36 Reinforcement practice Reinforcement practice Reinforcement practice

balance total number of

need for adequate rest

. identify with the

Resolving customer respond to customer’s

Develop customer be patient and attentively

comprehend the problem,

comply with parameters

offer customized solution

create a win-win situation

Reinforcement practice Reinforcement practice Reinforcement practice

Reinforcement practice Reinforcement practice Reinforcement practice

Reinforcement practice Reinforcement practice Reinforcement practice

Reinforcement practice Reinforcement practice Reinforcement practice

Reinforcement practice Reinforcement practice Reinforcement practice

Reinforcement practice Reinforcement practice Reinforcement practice

Reinforcement practice Reinforcement practice Reinforcement practice

Reinforcement practice Reinforcement practice Reinforcement practice

Reinforcement practice Reinforcement practice Reinforcement practice

restrict total number of

company procedures set

Attend/Make customer Basic working of a

Resolving customer address customer’s query,

Resolving customer record the customer’s

Resolving customer formulate sentences

Resolving customer record precise and clear

Resolving customer how to manage

educate customers about

display courtesy and

analyze self reports like

avoid using jargons,

Reinforcement practice Reinforcement practice Reinforcement practice

Reinforcement practice Reinforcement practice Reinforcement practice

Reinforcement practice Reinforcement practice Reinforcement practice

Activity Cum Lesson Planner - Customer Care Executive (Call Center)

attain total number of

violation of the code of

how to receive and make

resolve at least 80% of