Session Plan for BPO Voice and Non Voice (BPO301) Days S.No Chapter Despription Duration 1 1 Chapter: 1 Introduction to call The BPO Industry in India interview - introduction and 2 preperation ; grooming and preplacement 2 3 Chapter: 1 Introduction to call The BPO Industry in India 4 3 5 6 4 7 8 5 9 10 6 11 12 7 13 14 8 15 16 9 17 ; grooming and preplacement Chapter: 1 Introduction to call ; grooming and preplacement Chapter: 1 Introduction to call ; grooming and preplacement ; grooming and preplacement ; grooming and preplacement ; grooming and preplacement ; grooming and preplacement interview - introduction and preperation The BPO Industry in India communication The BPO Industry in India communication CRM body language CRM Applications body language resume resume
18 10 19 20 11 21 22 12 23 24 13 25 26 14 27 28 15 29 30 16 31 32 17 33 34 18 35 ; grooming and preplacement ; grooming and preplacement ; grooming and preplacement ; grooming and preplacement ; grooming and preplacement ; grooming and preplacement ; grooming and preplacement ; grooming and preplacement ; grooming and preplacement on the day of interview on the day of interview mock interview revision test communication skills Time Management and Organisation communication skills Time Management and Organisation assertiveness Time Management and Organisation assertiveness The power of how you sound
goal setting 36 ; grooming and preplacement 19 37 The power of how you sound goal setting 38 ; grooming and preplacement 20 39 The power of how you sound time management 40 ; grooming and preplacement 21 41 Revision of two units Revision time management 42 ; grooming and preplacement 22 43 Class test Test revision 44 ; grooming and preplacement 23 45 Chapter: 3 Customer Service E-mail Communication test 46 ; grooming and preplacement 24 47 Chapter: 3 Customer Service E-mail Communication memory techniqe 48 ; grooming and preplacement 25 49 Chapter: 3 Customer Service E-mail Communication memory techniqe 50 ; grooming and preplacement 26 51 Chapter: 3 Customer Service E-mail Communication / Practicals memory techniqe 52 ; grooming and preplacement 27 53 Chapter: 3 Customer Service E-mail Communication / Practicals
memory techniqe 54 ; grooming and preplacement 28 55 Chapter: 3 Customer Service Customer Care personal introduction 56 ; grooming and preplacement 29 57 Chapter: 3 Customer Service Customer Care personal introduction 58 ; grooming and preplacement 30 59 Chapter: 3 Customer Service Customer Care grooming and first impression 60 ; grooming and preplacement 31 61 Chapter: 3 Customer Service Customer Care - handling difficult callers grooming and first impression 62 ; grooming and preplacement 32 63 Chapter: 3 Customer Service Customer Care - handling difficult callers grooming and first impression 64 ; grooming and preplacement 33 65 Revision of 3rd unit Revision interview skills 66 ; grooming and preplacement 34 67 Class test Test interview skills 68 ; grooming and preplacement 35 69 Chapter: 4 Technical Support Life Beyond Technology - Introduction 70 36 71 ; grooming and preplacement Chapter: 4 Technical Support revision Life Beyond Technology - Introduction
72 37 73 ; grooming and preplacement Chapter: 4 Technical Support test Life Beyond Technology - Introduction routine english commuunication 74 ; grooming and preplacement 38 75 Chapter: 4 Technical Support A Way with Words - Introduction telephonic dialouges 76 ; grooming and preplacement 39 77 Chapter: 4 Technical Support A Way with Words - Introduction telephonic skills 78 ; grooming and preplacement 40 79 Chapter: 4 Technical Support A Way with Words - Introduction wishes and greetings 80 ; grooming and preplacement 41 81 Chapter: 4 Technical Support First Impressions - Introduction meeting and parting 82 ; grooming and preplacement 42 83 Chapter: 4 Technical Support First Impressions - Introduction appreceation 84 ; grooming and preplacement 43 85 Chapter: 4 Technical Support First Impressions - Introduction volunteering and support 86 ; grooming and preplacement 44 87 Chapter: 4 Technical Support Working the Evidence - Introduction likes and dislikes 88 ; grooming and preplacement 45 89 Chapter: 4 Technical Support Working the Evidence - Introduction polite expressions through modal 90 verbs ; grooming and preplacement 46 91 Chapter: 4 Technical Support Working the Evidence - Introduction 92 ; grooming and preplacement emotional expression
47 93 Revision on 4th unit Revision opinion and suggestions 94 ; grooming and preplacement 48 95 Class test Test guidance and directions 96 ; grooming and preplacement 49 97 Advanced Tele Marketing and Tele Telemarketing and Tele Sales Sales attending interview 98 ; grooming and preplacement 50 99 Advanced Tele Marketing and Tele Telemarketing and Tele Sales Sales / Practicals tips for attending interviews 100 ; grooming and preplacement 51 101 Advanced Tele Marketing and Tele Telemarketing and Tele Sales Sales compementing and reciprocating 102 ; grooming and preplacement 52 103 Advanced Tele Marketing and Tele Telemarketing and Tele Sales Sales / Practicals apologising 104 ; grooming and preplacement 53 105 Advanced Tele Marketing and Tele Telemarketing and Tele Sales Sales decesion making 106 ; grooming and preplacement 54 107 Advanced Tele Marketing and Tele Telemarketing and Tele Sales Sales / Practicals modal verbs in making demands and 108 requests ; grooming and preplacement 55 109 Advanced Tele Marketing and Tele 110 56 111 Telemarketing and Tele Sales ; grooming and preplacement Telemarketing and Tele Sales Sales convenience and in convenience Advanced Tele Marketing and Tele Sales / Practicals
112 ; grooming and preplacement allegations and reporting, idea and opinion 57 113 Revision Revision 114 ; grooming and preplacement contextual english 58 115 Revision Revision 116 ; grooming and preplacement revision 59 117 Class test Final Test 118 ; grooming and preplacement Final test 60 119 Practical Test Practicals 6 hours