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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,

PPT, flipchart, video

90

Computer Basics

Computer Practice Session

Computer Practice Session

Instructor led training, Question based discussion, workbook exercises, group activity,

PPT, flipchart, video

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

Computer Practice Session

Computer Practice Session

PPT, flipchart, video

120

Written Test Day 5

12

Participant Presentation

Presenattions by the groups

To Revise the paerning of the Previous day

Participant presentation

Flipchart, white board marker, handbook

120

13

English

English day -2 Introduction Phrases

To Teach Participants Spoken English

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

120

14

Computer Basics Microsoft Computer Practice Session word

Computer Practice Session

PPT, flipchart, video

120

Day 6

15

Participant Presentation

Presenattions by the groups

To Revise the paerning of the Previous day

Participant presentation

Flipchart, white board marker, handbook

120

16

English

English day -3 Introduction Phrases

To Teach Participants Spoken English

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

120

17

Computer Basics Keyboard short cut keys

To Educate Participants About computer short Keys

Flipchart, white board marker, handbook

120

Day 7

19

Participant Presentation

Presenattions by the groups

To Revise the paerning of the Previous day

Participant presentation

Flipchart, white board marker, handbook

120

20

English

English day -4 Introduction Phrases

To Teach Participants Spoken English

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

120

21

Computer Basics

Highlighting and saving your work in Microsoft word

To Educate Participants About computer word Document

Flipchart, white board marker, handbook

120

Day 8

22

Participant Presentation

Presenattions by the groups

To Revise the paerning of the Previous day

Participant presentation

Flipchart, white board marker, handbook

120

23

English

English day -5 Introduction Phrases Bold your texi word

To Teach Participants Spoken English

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

120

24

Computer Basics

To Educate Participants About computer word Document

Flipchart, white board marker, handbook

120

Day 9

23

Participant Presentation

Presenattions by the groups

To Revise the paerning of the Previous day

Participant presentation

Flipchart, white board marker, handbook

120

24

English

English day-7 Feelings and Emotions phrases

To Teach Participants Spoken English

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

120

25

Computer Basics

Saving your work in Microsoft Excel

To Educate Participants About computer Excel Document

Flipchart, white board marker, handbook

120

Day 10

24

Participant Presentation

Presenattions by the groups

To Revise the paerning of the Previous day

Participant presentation

Flipchart, white board marker, handbook

120

25

English

English day-8 Rude to Assertive phrases

To Teach Participants Spoken English

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

120

26

Computer Basics

Introduction to Internet

To Educate Participants About computer Excel Document

Flipchart, white board marker, handbook

120

Day 11

27

Participant Presentation

Presenattions by the groups

To Revise the paerning of the Previous day

Participant presentation

Flipchart, white board marker, handbook

120

28

English

English day-9 Command VS Request phrases

To Teach Participants Spoken English

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

120

29

Computer Basics Introduction to Email

To Educate Participants About computer Excel Document

Flipchart, white board marker, handbook

120

Day 12

30

Participant Presentation

Presenattions by the groups

To Revise the paerning of the Previous day

Participant presentation

Flipchart, white board marker, handbook

90

31

English

English day-10 Command VS request phrases

To Teach Participants Spoken English

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

90

32

Computer Basics Introduction to Email

To Educate Participants About computer Excel Document

Flipchart, white board marker, handbook

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,

Flipchart, white board marker, handbook

90

35

Participant Presentation

Presenattions by the groups

To Revise the paerning of the Previous day

Participant presentation

Flipchart, white board marker, handbook

90

36

English

English day-11 Aggressive Response phrases

To Teach Participants Spoken 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,

Flipchart, white board marker, handbook

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

Communication skills

90

Day-14

Day-14

39

Participant Presentation

Presenattions by the groups

To Revise the paerning of the Previous day

Participant presentation

Flipchart, white board marker, handbook

90

40

English

English day-12 asking for information phrases

To Teach Participants Spoken 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,

Flipchart, white board marker, handbook

90

41

Computer Basics Practice Session Practice Session Body To Educate participants about Communication Skills Basics and Body Language

Practice Session Flipchart, white board marker, handbook

90

42

Communication skills

styles Of Communication Language

90

Day 15

32

Participant Presentation

Presenattions by the groups

To Revise the paerning of the Previous day

Participant presentation

Flipchart, white board marker, handbook

90

33

English

English day-13 asking for information phrases

To Teach Participants Spoken English

Instructor led training, Question based discussion, workbook exercises, group activity,

Flipchart, white board marker, handbook

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,

Practice Session Flipchart, white board marker, handbook

90

34

Communication skills

90

35

Participant Presentation

Presenattions by the groups

To Revise the paerning of the Previous day

Participant presentation

Flipchart, white board marker, handbook

90

36

English

English day-14Time and Place phrases

To Teach Participants Spoken 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,

Flipchart, white board marker, handbook

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

Practice Session Flipchart, white board marker, handbook

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

To Revise the paerning of the Previous day

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,

Flipchart, white board marker, handbook

90

51 52

Presenattions by the groups English day-1 8 Asking for Information phrases

To Revise the paerning of the Previous day

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

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

Compatibility Report for DD TTMT-24days.xls Run on 5/10/2012 15:34 The following features in this workbook are not supported by earlier versions of Excel. These features may be lost or degraded when you save this workbook in an earlier file format. Minor loss of fidelity Some cells or styles in this workbook contain formatting that is not supported by the selected file format. These formats will be converted to the closest format available. # of occurrences 20