BPO Course with Fluent English
About Business Process Outsourcing (BPO) industry:
During the financial year, 2009, the IT-BPO industry aggregated revenues of USD 60 billion and generated direct employment for over 2.23 million people. Even after the financial meltdown, the export sector shall still witness double digit growth. Simultaneously, domestic BPO, which is less affected by financial meltdown, is expected to grow at 20%. The size of opportunity can be gauged from the fact that India currently accounts for
just over 4 percent of the technology related expenses incurred worldwide. What is of interest to note is
that the growth in global sourcing is estimated to be four times that of technology related expenditure.
In view of this growth, the IT-BPO industry is expected to employ 2.3-3.00 million professionals by FY
2011(i.e. addition of almost 700,000 professionals in two years). Source: NASSCOM
Course Desciption:
This course prepares a student by helping him/her develop the skills required by the BPO industry. The course covers the Basics of English Grammar, Pronunciation and Writing skill, Communication skills, Telephone Etiquette and Interview Handling Skills in detail. The course not only acquaints the learner with American and British Idioms, but also makes him/her aware of the common English errors. It also guides the learner to handle customer complaints and thereby build customer relationship.
Course Objective:
- The course, on one hand, helps a student to improve his language, thereby enabling him to speak
English like a native speaker.
- On the other hand, the course introduces the learner to the basic fundamentals of Customer Relationship Management in a Call Centre environment.
Course USP:
This course is ideal for a Call Centre aspirant. The course uses a holistic approach to improve a student’s Basic English speaking skills as well as covers the basics of Customer Service, Call Handling Strategies, Effective Listening Skills, Telephone Etiquette and Handling different types of customers. Apart from this, the course also provides mastery test and end-of-the-course assessment.
Topics Covered:
Call Centre Basics - Online Course
English Expressions
Listen & Learn-English Made Easy
Common Mistakes in English
Handling Customer Complaints
Managing & Building Customer Relationships
Pre-requisite:
Basic knowledge of English, effective communication skills and necessary computer and internet skills
Target Market:
Any 12th pass or graduate who aspires to join the BPO industry
Course Outcome:
On the successful completion of this course, a certificate will be awarded. In addition, the candidate will gain improved proficiency to work in a domestic or international call centre or back office.
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