Académique Documents
Professionnel Documents
Culture Documents
Project Code
Date
01.05.12
Program Name
BPO
Version
Terminal Objectives: After the successful completion of the program the participants will be able: - Participants will be able to understand what is BPO and Call Centers are. soft skills required in Call Cenetrs
Participants will more efficient in Participants will be in a great positions to Face BPO Interviews.
S.No.
Module
Sessions
Objectives Day 1
Methodology
Tools
Time (hours)
Introduction
to introduce the participants to each other and to give the over view of the program Day 2
360
what is BPO
Marriage in the Family Activity Defination of BPO what is call center types of call center
Computer Introduction
what is a Computer
120
Types Of Processes
120
Day 3
Participant Presentation
Participant presentation
90
various stories by Facilitaor of the people who have made Career in BPO
Instructor led training, Question based discussion, workbook exercises, group activity, Role plays, Case studies, Video based learning
90
Eligibility
Promotions
Instructor led training, Question To Educate the Participants about various groowth based discussion, workbook opportunities in BPO exercises, group activity,
90
Computer Basics
Instructor led training, Question based discussion, workbook exercises, group activity,
90
360
Day- 4 9 Participant Presentation Presenattions by the groups To Revise the paerning of the Previous day Participant presentation Instructor led training, Question based discussion, workbook exercises, group activity, Instructor led training, Question based discussion, workbook exercises, group activity, Flipchart, white board marker, handbook Flipchart, white board marker, handbook 120
10
English
120
11
Computer Basics
120
12
Participant Presentation
Participant presentation
120
13
English
Instructor led training, Question based discussion, workbook exercises, group activity, Instructor led training, Question based discussion, workbook exercises, group activity,
120
14
120
Day 6
15
Participant Presentation
Participant presentation
120
16
English
Instructor led training, Question based discussion, workbook exercises, group activity, Instructor led training, Question based discussion, workbook exercises, group activity,
120
17
120
Day 7
19
Participant Presentation
Participant presentation
120
20
English
Instructor led training, Question based discussion, workbook exercises, group activity, Instructor led training, Question based discussion, workbook exercises, group activity,
120
21
Computer Basics
120
Day 8
22
Participant Presentation
Participant presentation
120
23
English
Instructor led training, Question based discussion, workbook exercises, group activity, Instructor led training, Question based discussion, workbook exercises, group activity,
120
24
Computer Basics
120
Day 9
23
Participant Presentation
Participant presentation
120
24
English
Instructor led training, Question based discussion, workbook exercises, group activity, Instructor led training, Question based discussion, workbook exercises, group activity,
120
25
Computer Basics
120
Day 10
24
Participant Presentation
Participant presentation
120
25
English
Instructor led training, Question based discussion, workbook exercises, group activity, Instructor led training, Question based discussion, workbook exercises, group activity,
120
26
Computer Basics
Introduction to Internet
120
Day 11
27
Participant Presentation
Participant presentation
120
28
English
Instructor led training, Question based discussion, workbook exercises, group activity, Instructor led training, Question based discussion, workbook exercises, group activity,
120
29
120
Day 12
30
Participant Presentation
Participant presentation
90
31
English
Instructor led training, Question based discussion, workbook exercises, group activity, Instructor led training, Question based discussion, workbook exercises, group activity,
90
32
90
33
Communication skills
fist Activity types of Communication To Educate participants about Communication verbal and Non Verbal Skills Basics Activity make your own Day 13
Instructor led training, Question based discussion, workbook exercises, group activity,
90
35
Participant Presentation
Participant presentation
90
36
English
Instructor led training, Question based discussion, workbook exercises, group activity, Instructor led training, Question based discussion, workbook exercises, group activity, Instructor led training, Question based discussion, workbook exercises, group activity,
90
37
Computer Basics Practice Session Communication Loop tree of life Activity chinese whisper Activity barrires to Communication rules of Communication Practice Session To Educate participants about Communication Skills Basics
90
38
Communication skills
90
Day-14
Day-14
39
Participant Presentation
Participant presentation
90
40
English
Instructor led training, Question based discussion, workbook exercises, group activity, Instructor led training, Question based discussion, workbook exercises, group activity, Instructor led training, Question based discussion, workbook exercises, group activity,
90
41
Computer Basics Practice Session Practice Session Body To Educate participants about Communication Skills Basics and Body Language
90
42
Communication skills
90
Day 15
32
Participant Presentation
Participant presentation
90
33
English
Instructor led training, Question based discussion, workbook exercises, group activity,
90
Computer Basics Practice Session Practice Session Negotiating and Probing Skills 2nd feb Activity I, Me. To Educate participants about Probing and My,Myself, Mine Activity 17 questions Negotiating skills and three Guess Activity Day 16
Instructor led training, Question based discussion, workbook exercises, group activity, Instructor led training, Question based discussion, workbook exercises, group activity,
90
34
Communication skills
90
35
Participant Presentation
Participant presentation
90
36
English
Instructor led training, Question based discussion, workbook exercises, group activity, Instructor led training, Question based discussion, workbook exercises, group activity, Instructor led training, Question based discussion, workbook exercises, group activity,
90
Computer Basics Practice Session Practice Session big Daddy and Small Fry Activity internal and External Customers My To Educate participants about various aspects of Own Customer Activity Moment Customer Service Of Truth Activity 4 A's of Customer Handling
90
37
Customer Service
90
38
240
Day 17 39 40 Participant Presentation English Presenattions by the groups To Revise the paerning of the Previous day Participant presentation Instructor led training, Question based discussion, workbook exercises, group activity, Instructor led training, Question based discussion, workbook exercises, group activity, Instructor led training, Question based discussion, workbook exercises, group activity, Participant presentation Instructor led training, Question based discussion, workbook exercises, group activity, Instructor led training, Question based discussion, workbook exercises, group activity, Instructor led training, Question based discussion, workbook exercises, group activity, Flipchart, white board marker, handbook Flipchart, white board marker, handbook Practice Session Flipchart, white board marker, handbook Flipchart, white board marker, handbook Flipchart, white board marker, handbook Practice Session Flipchart, white board marker, handbook
180 90 90
English day-1 5Asking for Information To Teach Participants Spoken English phrases
41
Computer Basics Practice Session Practice Session To Educate participants about various aspects of Telephonic Etiquette Day 18 opening of a call opening Script Telephonic etiquette Map Up Activity Culture Participant Presentation English Presenattions by the groups
90
42
90
43 44
90 90
English day-1 6Asking for Information To Teach Participants Spoken English phrases
45
Computer Basics Practice Session Paraphrasing Acknowledgement Empathy Placing Call On Hold Telephonic etiquette Calls Mock Participant Presentation English Presenattions by the groups English day-1 7 Asking for Information phrases Practice Session To Educate participants about various aspects of Telephonic Etiquette Day 19
90
46
90
47 48
To Revise the paerning of the Previous day To Teach Participants Spoken English
Participant presentation Instructor led training, Question based discussion, workbook exercises, group activity,
Flipchart, white board marker, handbook Flipchart, white board marker, handbook
90 90
49
Computer Basics Practice Session Unhold the Call Transfer the call Transfer Transfer the Call Call Closing Script Calls Telephonic etiquette Participant Presentation English Practice Session
Instructor led training, Question based discussion, workbook exercises, group activity,
Practice Session
90
50
warm Call Closing Of To Educate participants about various aspects of summarizing the Telephonic Etiquette offer Assistance Again Mock Day 20
Instructor led training, Question based discussion, workbook exercises, group activity,
90
51 52
Participant presentation
Flipchart, white board marker, handbook Flipchart, white board marker, handbook Practice Session Flipchart, white board marker, handbook Flipchart, white board marker, handbook Flipchart, white board marker, handbook Practice Session PPT, Flipchart
90 90
53
Instructor led training, Question To Teach Participants Spoken English based discussion, workbook exercises, group activity, Instructor led training, Question based discussion, workbook Practice Session Practice Session exercises, group activity, Instructor led training, Question Attire To Educate the participants about how to dress up based discussion, workbook exercises, group activity, Day 21 To Revise the paerning of the Previous day To Teach Participants Spoken English Participant presentation Instructor led training, Question based discussion, workbook exercises, group activity, Instructor led training, Question based discussion, workbook exercises, group activity, ILT, roleplay
90
90
90 90
57
Computer Basics Practice Session Resume Writing for an Interview How to prepare for an Interview? How to face an Interview? Presenattions by the groups English day-20 Asking for Information phrases Practice Session Identify the essentials of a resume demonstrate effective resume writing use interview skills while facing an interview Day 22 To Revise the paerning of the Previous day To Teach Participants Spoken English
90
58
Interviewing skills
90
59 60
Participant presentation Instructor led training, Question based discussion, workbook exercises, group activity, Instructor led training, Question based discussion, workbook exercises, group activity, ILT, roleplay Instructor led training, Question based discussion, workbook exercises, group activity, ILT, roleplay Instructor led training, Question based discussion, workbook exercises, group activity, ILT, roleplay
Flipchart, white board marker, handbook Flipchart, white board marker, handbook Practice Session PPT, Flipchart
90 90
61 62
Computer Basics Practice Session Interviewing skills Mock Interviews Practice Session To Practice Interview Situations Day 23
90 90
63 64
Computer Basics Practice Session Interviewing skills Mock Interviews Practice Session To Practice Interview Situations Day 24
90 90
65 66
Computer Basics Practice Session Interviewing skills Mock Interviews Practice Session To Practice Interview Situations
90 90
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