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ಕೌಶಲ್ಯಾಭಿವೃದ್ಧಿ, ಉದ್ಯಮಶೀಲತೆ ಮತ್ತು ಜೀವನೋಪಾಯ ಇಲಾಖೆ

Department of Skill Development and Entrepreneurship and Livelihood

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Featured Article

Customer Care Executive (Telecom Call Centre)-CURRICULUM / SYLLABUS

Author:Asha|March 14th, 2019

This course encompasses 5 out of 5 National Occupational Standards (NOS) of “Customer Care Executive( Telecom Call Centre)” Qualification Pack issued by “TSSC: Telecom Sector Skills Council”.

Sr. No Module Key Learning Outcomes Equipment Required
1 Introduction to Customer Care Executive
Theory Duration (hh:mm) 05:00 Practical/Interactive class Duration (hh:mm) 00:00
Corresponding NOS Code NA
  • State the objectives of the program
  •  Describe the Telecom industry in India 
  • Understand the concept of a call centre and help desk 
  • Discuss the hierarchy in a call centre and the career progression of a Customer Care Executive ( CCE) in a call centre
  •  Understand the roles and responsibilities of a CCE 
  • Explain the concept of customer service and its importance in the role of a CCE
NA
2 Key concepts
Theory Duration (hh:mm) 20:00 Practical/Interactive class Duration (hh:mm) 05:00
Corresponding NOS Code NA
  • Identify the key people involved in the process of being a CCE
  •  Explain the various mobile and data technologies 
  • Know and understand the various product and service offerings in the telecom sector  Outline the documentation process and documents needed for mobile customers
  •  Explain the key concepts related to call centres 
  • State the importance of workplace Ergonomics and respect at workplace 
  • Express the importance of data confidentiality in the telecom industry
NA
3 Soft Skills and professional skills Theory Duration
(hh:mm) 10:00
Practical Duration (hh:mm) 15:00
Corresponding NOS Code TEL/N0100TEL/N0101TEL/N0102TEL/N0103TEL/No104
  • State the basic etiquettes required for making and attending calls 
  • Show how to open and close a call using predefined scripts 
  • Classify customer behaviour and deal with them accordingly 
  • List the dos and don’t’s of dealing with complaints 
  • Explain the importance of time management and that of being organized 
  • Understand the importance of communication in the workplace
  • Practice effective communication in the workplace 
  • Understand the importance of decision making and assertiveness for your role
  • Practise decision making skills as required for your role 
  • Handle objections and criticism from the customer with empathy 
  • Identify, comprehend, and resolve customer issues 
  • Recognise the needs of customers and identify ways to influence them to buy
 NA
4 Technical Skills

Theory Duration (hh:mm) 10:00

Practical Duration (hh:mm) 35:00

Corresponding NOS Code TEL/N0100 TEL/N0101 TEL/N0102 TEL/N0103 TEL/N0104

  • Use CRM effectively with complete and correct tagging 
  • Explain how to make and attend calls
  •  Demonstrate how to do call transfer, call hold and call forward 
  • Demonstrate the usage of different IT applications used to search customer details in the database 
  • Demonstrate the usage of different IT applications used to search customer details in the database
  •  Show how to fetch information about products, processes and services for the customer
CRM Software, Computer Lab
5 Computer Knowledge and Practise

Theory Duration (hh:mm) 05:00

Practical Duration (hh:mm) 12:00

Corresponding NOS Code TEL/N0100 TEL/N0101 TEL/N0102 TEL/N0103 TEL/N0104

  •  Know what is a computer and its different parts 
  •      Understand about MS Word 
  •      Understand about MS Powerpoint
  •  Understand about MS – Excel
  •  Understand about Internet and Network
  •  Understand how to type effectively
Computer Lab, Office Tools/Software on all PC’s
6 Language Skills
Theory Duration (hh:mm) 03:00 Practical Duration (hh:mm) 05:00
Corresponding NOS Code TEL/N0100TEL/N0101TEL/N0102TEL/N0103TEL/N0104
  • Understand the importance of listening as a skill for a CCE 
  • Practice effective listening skills 
  • Use effective speaking skills in your role
  • Demonstrate reading and keep yourself updated on latest news 
  • Practice effective writing skills
Language Training Tool
7 Attend and Make Calls

Theory Duration (hh:mm) 04:00

Practical Duration (hh:mm) 10:00

Corresponding NOS Code TEL/N0100

  • Understand the concept of inbound and outbound calls 
  • Demonstrate how to attend and make calls effectively
CRM &Demo Call Making Facility.
8 Resolve customer Query/ Request and Complaint( QRC)

Theory Duration (hh:mm) 05:00

Practical Duration (hh:mm) 10:00

Corresponding NOS Code TEL/N0101

  • Identify and address customer Query / Request/ Complaint (QRC) 
  • Know how to escalate customer QRC as necessary
  •  Know verification parameters to verify customer details
CRM
9 Develop Customer relationship

Theory Duration (hh:mm) 05:00

Practical Duration (hh:mm) 06:00

Corresponding NOS Code TEL/N0102

  • Explain the importance of developing customer relationship 
  • Classify customers into different categories and service them accordingly 
  • Understand the feedback recording process
  •  Provide complete resolution of customer issues in an effective manner 
  • Know how to escalate customer issue to guarantee customer satisfaction
  •  Practise introducing new services to customers
NA
10 Report and Review

Theory Duration (hh:mm) 05:00

Practical Duration (hh:mm) 05:00

Corresponding NOS Code TEL/N0103

  • Monitor and manage self performance through reports and review process
  •  Understand the performance parameters to make self –reports 
  • Practice self review with superiors
NA
11 Proactive Selling

Theory Duration (hh:mm) 05:00

Practical Duration (hh:mm) 10:00

Corresponding NOS Code TEL/N0104

  • Identify opportunities for pro – active selling at the call centres 
  • Practice up – selling and cross selling
NA
12 Program wrap up and getting started

Theory Duration (hh:mm) 03:00

Practical Duration (hh:mm) 07:00

Corresponding NOS Code NA

Understand what is an interview 

Develop the skills to participate in an interview effectively 

Know the commonly asked questions in an interview

Revise and integrate the learnings of the training program

NA
Total Duration

Theory Duration 80:00

Practical Duration 120:00

Unique Equipment Required:

Projector, black board, white board

Grand Total Course Duration: 200 Hours, 0 Minutes (This syllabus/ curriculum has been approved byTSSC: Telecom Sector Skill Council)

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