BPO (Business Process Outsourcing) Training Program

📌 Program Structure

1. Introduction to the BPO Industry (Week 1-2)

✅ What is BPO? Understanding the Industry & Growth Opportunities

✅ Different Types of BPO – Voice, Non-Voice, KPO, LPO, ITES

✅ BPO Work Culture & Expectations

✅ Basic Computer & Typing Skills

2. Communication & Accent Neutralization (Week 3-4)

✅ Basics of Effective Communication

✅ Voice Modulation, Clarity & Pronunciation

✅ Accent Neutralization & Fluency Training

✅ Handling Difficult Customers & Call Etiquette

3. Customer Service & Soft Skills (Week 5-6)

✅ Importance of Customer Service in BPO

✅ Handling Customer Complaints & Conflict Resolution

✅ Active Listening & Empathy Skills

✅ Telephone & Email Etiquette

4. Technical & Process Training (Week 7-8)

✅ CRM (Customer Relationship Management) Software Training

✅ Data Entry & Documentation Skills

✅ Basics of Troubleshooting (for Tech Support Roles)

✅ Sales & Upselling Techniques (for Sales Process Roles)

5. Time Management & Workplace Etiquette (Week 9-10)

✅ Managing Work Schedules & Productivity Tips

✅ Professionalism & Business Ethics in a BPO

✅ Teamwork & Collaboration in a Call Center

✅ Stress Management & Handling Work Pressure

6. Mock Calls, Interviews & Job Readiness (Week 11-12)

✅ Live Call Handling Practice

✅ Role-Plays & Real-World Scenarios

✅ Resume Building & Interview Preparation

✅ Final Assessment & Certification

📝 Learning Methods & Assessments

📌 Live Call Simulations & Mock Interviews

📌 Accent & Voice Training Workshops

📌 Case Studies & Role-Playing Scenarios

📌 One-on-One Coaching & Personalized Feedback

📌 Certification Upon Completion

📅 Program Duration & Mode

🎓 Duration: 3 Months (Flexible Based on Learner Needs)

💻 Mode: Offline (Workshops/Seminars) & Online (Live Interactive Classes)