Bpo DD

LCD:FR:03 - 01 DESIGN DOCUMENT
Project Code
Date
01.05.12
Program Name
BPO
Version
Client Name Business
Date update Version update
Pre-Requisites to the Training
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
Introduction to the Facilitator and Participants
to introduce the participants to each other and to give the over view of the program Day 2
Activities and Facilitators led discussion. Question Based Discussion
PPT, Flipchart, white board marker, handbook
360
what is BPO
Marriage in the Family Activity Defination of BPO what is call center types of call center
To Educate the Participants about the BPO Industry
Facilitator led discussion, Group discussion, Question based discussion
PPT, Flipchart, white board marker, handbook 120
Computer Introduction
what is a Computer
To Introducce Computers to the Participants
Instructor led training. Question based discussion, Activity
PPTs, Flipchart, Activity, workbook
120
Types Of Processes
Voice Process Voice Process Process Process
Non Inbound Out Bound
To Educate the Participants about various processess of Call Centers
Instructor led training. Question based discussion, Activity
PPTs, Flipchart, Activity, workbook
120
Day 3
Participant Presentation
Presenattions by the groups
To Revise the paerning of the Previous day
Participant presentation
Flipchart, white board marker, handbook
90
6 Success stories of B.P.O
various stories by Facilitaor of the people who have made Career in BPO
To Motivate the Participants about the job in BPO Industry
Instructor led training, Question based discussion, workbook exercises, group activity, Role plays, Case studies, Video based learning
PPT, flipchart, video
90
Growth prospects in B.P.O
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
Computer Practice Session
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
English day -1 Introduction Phrases
To Teach Participants Spoken English
120
11
Computer Basics
120
Written Test Day 5
12
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
Computer Basics Microsoft Computer Practice Session word
120
Day 6
15
120
16
English
120
17
Computer Basics Keyboard short cut keys
To Educate Participants About computer short Keys
120
Day 7
19
120
20
English
120
21
Computer Basics
Highlighting and saving your work in Microsoft word
To Educate Participants About computer word Document
120
Day 8
22
120
23
English
English day -5 Introduction Phrases Bold your texi word
120
24
Computer Basics
To Educate Participants About computer word Document
120
Day 9
23
120
24
English
English day-7 Feelings and Emotions phrases
120
25
Computer Basics
Saving your work in Microsoft Excel
To Educate Participants About computer Excel Document
120
Day 10
24
120
25
English
English day-8 Rude to Assertive phrases
120
26
Computer Basics
Introduction to Internet
120
Day 11
27
120
28
English
English day-9 Command VS Request phrases
120
29
Computer Basics Introduction to Email
120
Day 12
30
90
31
English
English day-10 Command VS request phrases
90
32
Computer Basics Introduction to Email
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
90
35
90
36
English
English day-11 Aggressive Response phrases
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
Practice Session Flipchart, white board marker, handbook
90
38
90
Day-14
Day-14
39
90
40
English
English day-12 asking for information phrases
90
41
Computer Basics Practice Session Practice Session Body To Educate participants about Communication Skills Basics and Body Language
90
42
styles Of Communication Language
90
Day 15
32
90
33
English
English day-13 asking for information phrases
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
90
34
90
35
90
36
English
English day-14Time and Place phrases
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
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
90
51 52
Presenattions by the groups English day-1 8 Asking for Information phrases
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
Computer Basics Hygiene Accessories
54 Grooming 55 56 Participant Presentation English
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
Presenattions by the groups English day-1 9 Asking for Information phrases
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 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 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
Practice Session PPT, Flipchart
90 90
65 66
Computer Basics Practice Session Interviewing skills Mock Interviews Practice Session To Practice Interview Situations
Practice Session PPT, Flipchart
90 90
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LCD:FR:03 - 01 DESIGN DOCUMENT

Client Name Business

Date update Version update

Pre-Requisites to the Training

Introduction to the Facilitator and Participants

Activities and Facilitators led discussion. Question Based Discussion

PPT, Flipchart, white board marker, handbook

To Educate the Participants about the BPO Industry

Facilitator led discussion, Group discussion, Question based discussion

PPT, Flipchart, white board marker, handbook 120

To Introducce Computers to the Participants

Instructor led training. Question based discussion, Activity

PPTs, Flipchart, Activity, workbook

Voice Process Voice Process Process Process

Non Inbound Out Bound

To Educate the Participants about various processess of Call Centers

Instructor led training. Question based discussion, Activity

PPTs, Flipchart, Activity, workbook

Presenattions by the groups

To Revise the paerning of the Previous day

Flipchart, white board marker, handbook

6 Success stories of B.P.O

To Motivate the Participants about the job in BPO Industry

PPT, flipchart, video

Growth prospects in B.P.O

PPT, flipchart, video

Computer Practice Session

Computer Practice Session

PPT, flipchart, video

English day -1 Introduction Phrases

To Teach Participants Spoken English

Computer Practice Session

Computer Practice Session

PPT, flipchart, video

Written Test Day 5

Presenattions by the groups

To Revise the paerning of the Previous day

Flipchart, white board marker, handbook

English day -2 Introduction Phrases

To Teach Participants Spoken English

Flipchart, white board marker, handbook

Computer Basics Microsoft Computer Practice Session word

Computer Practice Session

PPT, flipchart, video

Presenattions by the groups

To Revise the paerning of the Previous day

Flipchart, white board marker, handbook

English day -3 Introduction Phrases

To Teach Participants Spoken English

Flipchart, white board marker, handbook

Computer Basics Keyboard short cut keys

To Educate Participants About computer short Keys

Flipchart, white board marker, handbook

Presenattions by the groups

To Revise the paerning of the Previous day

Flipchart, white board marker, handbook

English day -4 Introduction Phrases

To Teach Participants Spoken English

Flipchart, white board marker, handbook

Highlighting and saving your work in Microsoft word

To Educate Participants About computer word Document

Flipchart, white board marker, handbook

Presenattions by the groups