Introduction to Call Center
Definition & Types Call Center | Professional- roles & Responsibilities | Being an effective call center agent
The importance of Customer service
Introduction of Customer Service | Objective of Customer Service | Customer Service Skills
Speaking like a STAR
Understanding STAR Communication strategy | Rebuttal process
Telephonic Etiquettes
• Overview & importance in Corporate sector • 5 phases of a call
• Elements of Telephone Etiquette- Using PICTURE • Developing Effective Telephone Etiquette
• Mock Calls
Email Writing
• Importance of Email • Structuring of an Email
• Do’s & Don’ts of Email writing.
Basic Computer
• MS Office (Word/ Excel/Powerpoint)
Integrated Course
BCOM/ BA/ BSc + ICS (Any Course)= JOB
Benefits of Integrated course:
• More Opportunities: Integrated courses offer an opportunity for students to pursue different streams together. A student can
choose an integrated course that offers practical skills will help the student widen his knowledge and attract more job sectors
• Saves time: Integrated courses save students time. Bachelor’s degree is of three years and a master’s degree can range from
two to three years with no job assurance. Integrated courses offers theory plus practical skills & experience as per industry
demand.
• Saves Money: Following the admission procedure again can be time and money-consuming. Integrated eliminates the cost of
admission at different universities/Institutions.