Course Overview
The Diploma in Call Centre/BPO Management (DCC/BPO) equips students with skills in customer service, communication, and operational management specific to call centers and BPOs. It covers topics like team leadership, quality control, and client relationship management.
Duration:
1 year (2 semesters)
Syllabus:
The syllabus for the Diploma in Call Centre / BPO Management is typically structured across two semesters. Below is a sample outline:
Semester 1:
Introduction to BPO Industry:
Overview of the BPO industry and its role in the global economy
Types of BPO services: Voice, non-voice, back-office, and front-office operations
Understanding call center processes and operations
Communication Skills:
Development of effective verbal and non-verbal communication skills
Techniques for customer interaction, active listening, and clear articulation
Accent neutralization, pronunciation, and language proficiency
Customer Relationship Management (CRM):
Introduction to CRM software and its role in BPO operations
Techniques for managing customer queries, complaints, and escalations
Building customer satisfaction and retention strategies
Soft Skills Development:
Training in teamwork, time management, and interpersonal skills
Conflict resolution and stress management techniques
Professional ethics and workplace behavior in the BPO environment
Semester 2:
Telemarketing and Sales Techniques:
Techniques for telemarketing and handling sales calls
Strategies for upselling, cross-selling, and closing sales
Handling objections and ensuring customer satisfaction
Technical Support and Problem Solving:
Basics of providing technical support for software, hardware, and other products
Problem-solving skills and handling customer complaints efficiently
Understanding ticketing systems and issue escalation processes
Process Management and Quality Assurance:
Introduction to BPO process management, including workflows and productivity metrics
Quality assurance standards and performance evaluation in call centers
Implementing best practices for improving efficiency and customer experience
Project Work/Internship:
Practical training through internships in call centers or BPO companies
Project work involving real-world BPO scenarios, customer management, and CRM systems
Preparation of reports and presentations on call center performance improvement
Average Fees:
₹15,000 to ₹60,000 (varies by institution)
Exams to Attend:
Internal Assessments:
Regular assessments through role-plays, customer interaction simulations, and assignments.
Final Semester Examinations:
End-of-semester exams testing theoretical knowledge and practical communication skills.
Professional Certifications (Optional):
Certified Call Center Professional (CCCP): Focuses on enhancing customer service and communication skills.
Certified Telemarketing Specialist (CTS): Specializes in telemarketing and sales in a BPO setting.
Competitive Exams (Optional):
Entrance exams for further studies such as Bachelor’s or Master’s in Business Administration (BBA/MBA) with a focus on operations or customer relationship management.
Top 10 Institutions in India:
NIIT, New Delhi
Indian School of Business Management and Administration (ISBM), Mumbai
Frankfinn Institute of Air Hostess Training, New Delhi
Jetking Infotrain Ltd., Multiple Locations
Aptech Aviation and Hospitality Academy, Mumbai
Symbiosis Centre for Distance Learning, Pune
ICFAI Business School, Hyderabad
Amity School of Distance Learning, Noida
IGNOU (Indira Gandhi National Open University), New Delhi
Manipal Global Education Services, Bangalore
Top 10 Institutions in Kerala:
St. Teresa's College, Ernakulam
Amrita School of Arts and Sciences, Kochi
Rajagiri College of Social Sciences, Kochi
MES College, Marampally
Sacred Heart College, Kochi
Farook College, Kozhikode
Sree Narayana College, Kollam
Kerala Institute of Tourism and Travel Studies (KITTS), Thiruvananthapuram
Mar Ivanios College, Thiruvananthapuram
MACFAST (Mar Athanasios College for Advanced Studies), Thiruvalla