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
