BPO Executive (Voice) Apprenticeship Course Syllabus

Course Title

BPO Executive (Voice) Apprenticeship Course

Course Code

BPO101

Description

This course, under the Apprenticeship Training Scheme (ATS), provides comprehensive training for BPO executives specializing in voice-based operations, covering customer service, telecalling, query resolution, and client relationship management. Apprentices will gain hands-on experience through practical assignments and on-the-job training, preparing them for roles in customer support and telemarketing in the BPO industry. The course aligns with the National Apprenticeship Promotion Scheme (NAPS) and complies with the Apprentices Act, 1961.

Objectives

• Deliver exceptional customer service through voice-based interactions.
• Master telecalling techniques for sales, support, and query resolution.
• Understand BPO processes and client-specific service level agreements (SLAs).
• Use communication tools and CRM software to manage customer interactions efficiently.

Schedule

The course spans 8 weeks, combining basic training and on-the-job practical training as per ATS guidelines. Each week focuses on specific skills essential for BPO executives (voice). Below is the detailed breakdown:

Week 1: Introduction to BPO and Voice Operations

Overview of the BPO industry, voice-based roles, workplace ethics, and safety protocols under ATS.

Week 2: Communication Skills

Developing clarity, tone, and accent for effective voice-based customer interactions.

Week 3: Customer Service Fundamentals

Techniques for handling customer queries, complaints, and building rapport over calls.

Week 4: Telecalling and Sales Techniques

Preparing call scripts, handling objections, and closing sales or support calls.

Week 5: CRM and BPO Software

Using CRM tools like Salesforce or Zendesk and call center software for managing interactions.

Week 6: Process Training and SLAs

Understanding client-specific processes, service level agreements, and key performance indicators (KPIs).

Week 7: Handling Escalations and Quality Assurance

Managing escalated calls, resolving complex issues, and adhering to quality standards.

Week 8: Final Project and Assessment

Completion of a comprehensive voice-based customer service project and preparation for the All India Trade Test (AITT) under NCVT.

Assessment Methods

Apprentice performance is evaluated through a combination of practical, theoretical, and participatory components, preparing them for the National Apprenticeship Certificate (NAC):

• Weekly Assignments: 40%
• Midterm Project: 20%
• Final Project: 30%
• Participation and Attendance: 10%

Instructor

Prof. Neha Kapoor

Language

Available in: English

Status

Published

Additional Notes

Apprentices must be at least 14 years old and meet the minimum educational qualification (typically 12th grade passed or equivalent, preferably with a background in commerce or communication, as per trade requirements). The course includes basic training (20-25% of the program) and on-the-job training, with a stipend provided as per NAPS guidelines (e.g., Rs. 7700 per month for one-year ITI trade passed apprentices, as per Gazette notification dated 25th September 2019). Successful completion leads to the National Apprenticeship Certificate (NAC) upon passing the All India Trade Test (AITT), recognized for employment in government and private sectors. The training emphasizes effective communication and customer handling skills critical for voice-based BPO roles.