Six Months Course in ITES-BPO

ELIGIBILITY: 10TH PASS OR ITI

Background:             For any Govt. employment in J &K, the Services Selection Board and other Recruitment Agencies approve any Six Months certificate course done through any recognized institute. NIELIT at present does not offer any six months training program. The courses offered so far are either of one year duration or of 80 Hrs / 40 Hrs duration.

Scope:                        J&K State has a population of over 1.24 Cr, with a literacy rate of around 68.74 %, of which around 10% are unemployed. J&K has the highest number of Accredited Centres among Northern India, both at Block and Tehsil Level, offering a broad base for training of such candidates at district and block levels.

Scheme:                     The Courses will be run through Accredited Centre’s of NIELIT. The registration, Examination and Certification will be done by NIELIT Regional Centre.

Duration                     Six months @ 2 hrs per day, six days a week.

SYLLABI OUTLINE

M-VII   Six Months Course in ITES-BPO

  • Computer Fundamentals, Basic of DOS & Windows operating systems.
  • Internet
  • Searching (e.g. google.com)
  • Web mail (e.g. Yahoo mail)
  • News Groups (e.g. Yahoo groups)
  • Microsoft Office :
    • MS Word, MS Excel, MS Power Point
  • Communication Skills & Call Handling Skills
  • Corporate culture
  • CRM Concepts
  • Selling skills
  • Behavioral Skills
    • Time Management
    • Stress Management
  • Grammar
  • Vocabulary Development
  • Pronunciation
  • Reading
  • Listening And Speaking
  • Writing
  • Integrated Skills
  • Non-Verbal Communication

DETAILED SYLLABUS

 M-VI Six Months Course in ITES-BPO     

 1 Introduction to Computer Fundamentals

1       Components of a Computer/Input & Output Devices/Memory Devices/ Storage Devices

2       Operating System Graphical User Interface e.g. MS Windows XP/2000 + Linux

3       Using MS EXCEL as Class Journal

2         Internet

1       Searching (e.g. google.com)

2       Web mail (e.g. Yahoo mail)

3       News Groups (e.g. Yahoo groups)

3         Office Automation Tools: MS Office + Open Office

1       MS-WORD + Writer

2       Word Processor & its uses

3       Exploring the Word Processor

4       Document template & Formatting the   document

5       Table handling

6       Mail merge

7       Setting up pages for printing

4         Office Automation Tools: MS Office + OpenOffice

1       MS-EXCEL + Calc

2       Introduction to Spreadsheet

3       Exploring the Workbook Window

4       Formatting Cells/ Worksheet

5       Working with formula & Function

6       Working with Charts

7       Filtering Data & Printing Worksheet

5         Office Automation Tools: MS Office + Open Office

1       MS-POWERPOINT + Presentation

2       Introduction to Power Point

3       Exploring Power Point

4       Planning & creating a Presentation

5       Adding Transitions

6       Previewing & Printing Presentations

6         Common Utilities

1       Introduction to Virus & its effects

2       Removing Virus using Anti Virus Software

3       Taking backup & Checking storage devices

4       Concept of Multimedia

5       Introduction to Macromedia Flash

7         Communication using PC

1      Fundamentals of Networking

2      Introduction to Domains & Addresses

3      Configuring TCP/IP parameters

4      Methods of Internet access

5      Introduction Client server

Section B
1         Communication Skills & Call Handling Skills

1       Introduction

2       Common Communication styles

3       Telephone etiquette, Confidence over phone

4       EPABX handling

5       Call/ Telephone handling

6       Inbound/ Outbound calling

7       Cycle of Calls

8       Active listening

9       Script writing

10     Customer Service & Sales Technique

11     Presentation Skills

12     Clarity

13     Oral, written, Body language

14     Making customer understand

15     Understanding the customer

16     American English

17     Team Player/ Leadership skills

18      

2         Corporate culture

1       Introduction

2       Professionalism

3       Youthfulness, Dynamism, Goal oriented

4       Employee- most valuable asset

5       Employee evaluation, motivation

6       Training policies

7       Professional advancements – loyality

8       Interesting assignments & opportunities

9       Physical health & leisure time

3         CRM Concepts

1       Management Model

2       Customer & Centre of Activity

3       Self assessment

4       Viewing customer needs

5       Commitment to customers

4         Selling skills

1       The psychology & principles of selling

2       Appointment making

3       How to create positive first impressions

4       Building trust & rapport with your customers

5       Using questions to uncover customer needs

6       Listening skills

7       Understanding features and selling benefits

8       Identifying buying signals

9       Understanding & handling objections with ease

10     Closing the sale

5         Behavioral Skills

Time Management

1       Identifying Time Stealers

2       Interruptions – telephone

3       Interruptions – personal visitors & meetings

4       Tasks you should have delegated

5       Procrastination and indecision

6       Acting with incomplete information

7       Dealing with team members

8       Crisis management (fire fighting)

9       Unclear communication

10     Inadequate technical knowledge

11     Unclear objectives & priorities

12     Lack of planning

13     Stress & fatigue

14     Inability to say “No”

15     Desk management & personal disorganization

16     Management of priorities

17     Increasing of work effectiveness & productivity

18     Managing a more balanced lifestyle

19     Feeling more in control of the daily activities

20     Reducing the stress which results from a lack of effective time planning

6         ·         Behavioral Skills

Stress Management

1       What is pressure & what is stress

2       The three stages of pressure

3       Recognizing your own stressors

4       Personality types & reactions to stress

5       How your believes & perceptions cause stress

6       Managing yourself

7       Does your job cause stress?

8       What ails causes stress

9       Developing strategy for stress management

10     Self management

11     Managing change

12     Relaxation techniques

13     Assertiveness skills

14     Planning your next steps

Section C
1.        Grammar

1.      Sentences ( Type & Formation ),Tenses

2.      Questions Forms , Direct and Indirect   Questions,Questions Tags

3.      Reported Speech

4.      Recapitulation of Noun

5.      Recapitulation of Pronoun

6.      Recapitulation of Verb

7.      Recapitulation of Adverb

8.      Recapitulation of Adjective

9.      Recapitulation of Preposition

10.   Recapitulation of Conjunction

11.   Recapitulation of Interjection

12.   Recapitulation of Articles

2.        Vocabulary Development

1.      Word building ( Word Builders )

2.      Formation of words in context

3.        Pronunciation

1.      Emphasis on syllables in words

2.      Emphasis on words in sentences

3.      Importance of Modulation

4.      Reading aloud to help pronunciation

5.      Recitation of poetry

6.      Use of language tools for learning pronunciation and corrections

4.        Reading

1.      General Reading

2.      Instructions

3.      Letters of Enquire, Complaint

4.      Reports

5.      e-mail

6.      Memos

7.      Messages

5.        Listening And Speaking

1.      Listening to Presentations

2.      Group Communication

3.      Listening to Radio

6.        Writing

1.      Expansion of Ideas

2.      Forming and Composing Messages

3.      Notes , Letters, Messages

4.      E-mails ( receiving and sending mails )

5.      Report

7.        Integrated Skills

1.      Fundamentals of Presentation

2.      Making Oral and Written Presentation

3.      Thinking in English

4.      Role Play

8.        Non-Verbal Communication

1. Introduction

2. Non-Verbal Communication

Role of Non-Verbal Communication

3   Components of Non-Verbal Communication

(a) Posture, (b) Gestures, © Facial Expression, (d) Eye Contact

(e) Space Distancing, (f) Personal Appearance

(g) Paralinguistics, 4. Role Play