Certificate in BPO Soft Skills

Description

Course Name: Certificate in BPO Soft Skills
Course Id: CBSS/Q0101.

Eligibility: 10+2 (Higher Secondary) or equivalent is required.

Objective: The objective of the Certificate in BPO Soft Skills course is to develop essential soft skills required for effective communication and customer interaction in voice and non-voice BPO processes. The course covers areas such as spoken English, active listening, pronunciation, voice clarity, empathy, and handling difficult customers. It also trains learners in workplace etiquette, cultural sensitivity, stress management, and conflict resolution.

Duration: Three Months.

 How to Enroll and Get Certified in Your Chosen Course:

 Step 1: Choose the course you wish to get certified in.

 Step 2: Click on the “Enroll Now” button.

 Step 3: Proceed with the enrollment process.

 Step 4: Enter your billing details and continue to course fee payment.

 Step 5: You will be redirected to the payment gateway. Pay the course and exam fee using one of the following methods:
Debit/Credit Card, Wallet, Paytm, Net Banking, UPI, or Google Pay.

 Step 6: After successful payment, you will receive your study material login ID and password via email within 48 hours of fee payment.

 Step 7: Once you complete the course, take the online examination.

 Step 8: Upon passing the examination, you will receive:
• A soft copy (scanned) of your certificate via email within 7 days of examination.
• A hard copy (original with official seal and signature) sent to your address within 45 day of declaration of result.

 Step 9: After certification, you will be offered job opportunities aligned with your area of interest.

Online Examination Detail:

Duration- 60 minutes.
No. of Questions- 30. (Multiple Choice Questions).
Maximum Marks- 100, Passing Marks- 40%.
There is no negative marking in this module.

Marking System:
S.No.	No. of Questions			Marks Each Question		Total Marks
1	10			5		50
2	5			4		20
3	5			3		15
4	5			2		10
5	5			1		5
	30					100
How Students will be Graded:
S.No.		Marks	Grade
1		91-100	O (Outstanding)
2		81-90	A+ (Excellent)
3		71-80	A (Very Good)
4		61-70	B (Good)
5		51-60	C (Average)
6		40-50	P (Pass)
7		0-40	F (Fail)

 Key Benefits of Certification- Earning a professional certification not only validates your skills but also enhances your employability. Here are the major benefits you gain:

 Practical, Job-Ready Skills – Our certifications are designed to equip you with real-world, hands-on skills that match current industry demands — helping you become employment-ready from day one.

 Lifetime Validity – Your certification is valid for a lifetime — no renewals or expirations. It serves as a permanent proof of your skills and training.

 Lifetime Certificate Verification – Employers and institutions can verify your certification anytime through a secure and reliable verification system — adding credibility to your qualifications.

 Industry-Aligned Certification –All certifications are developed in consultation with industry experts to ensure that what you learn is current, relevant, and aligned with market needs.

 Preferred by Employers – Candidates from ISO-certified institutes are often prioritized by recruiters due to their exposure to standardized, high-quality training.

 Free Job Assistance Based on Your Career Interests – Receive personalized job assistance and career guidance in your preferred domain, helping you land the right role faster.

Syllabus:

Module 1: Introduction to BPO Industry and Work Culture: Overview of BPO and KPO sectors, Types of BPO processes – voice, non-voice, inbound, outbound, Importance of soft skills in BPO roles, BPO work environment and expectations, Global work culture and time zones, Understanding client-centric approach, Key challenges in BPO jobs, Role of communication in customer service, Organizational structure in BPO companies, Professional ethics and workplace discipline.

Module 2: Communication Skills – Verbal and Non-Verbal: Basics of effective communication, Clarity, tone, and pronunciation in speech, Listening skills and building rapport, Common barriers to communication, Email and chat communication basics, Non-verbal cues – gestures, posture, eye contact, Voice modulation and speech rate, Confidence building through communication, Handling difficult conversations, Practice through role plays and mock calls.

Module 3: Language Proficiency and Grammar: Basic grammar and sentence construction, Vocabulary building for workplace usage, Common BPO phrases and greetings, Polite expressions and professional tone, Avoiding filler words and slang, Reading comprehension practice, Error correction and editing exercises, Business writing skills, English pronunciation and accent basics, Exercises for fluency and articulation.

Module 4: Customer Handling and Interpersonal Skills: Understanding customer behavior and expectations, Steps for effective customer handling, Managing angry or upset customers, Empathy and patience in interactions, Positive scripting and conflict resolution, Interpersonal skills for teamwork, Importance of first impression, Building trust and long-term relations, Cross-cultural sensitivity, Case studies in customer service excellence.

Module 5: Time, Stress, and Work Management: Importance of time management in shift work, Prioritization and daily planning, Working under pressure and deadlines, Stress management techniques, Work-life balance tips for BPO professionals, Goal setting and task tracking, Avoiding burnout in fast-paced roles, Self-discipline and accountability, Staying motivated and focused, Productivity tools and techniques.

Module 6: Career Readiness and Professional Development: Resume writing and interview preparation, Mock interviews and feedback sessions, Telephone etiquette and call handling skills, Virtual meeting etiquette and remote communication, Personal grooming and body language, Email writing practice for support roles, Understanding career paths in BPO, Importance of lifelong learning and certifications, Setting SMART career goals, Continuous self-improvement strategies.

Career Opportunities & Salary Range in India

The BPO (Business Process Outsourcing) Soft Skills certificate equips candidates with essential communication, interpersonal, and behavioral skills required to succeed in customer-centric roles across voice and non-voice processes. It focuses on spoken English, listening skills, pronunciation, customer handling, conflict resolution, email/chat etiquette, and professionalism.

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🎯 Top Career Options with Responsibilities & Salary Range

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🏢 Top Industries Hiring BPO Soft Skills Graduates

• BPO/ITES firms (Domestic & International)

• Telecom companies (Airtel, Jio, Vodafone)

• Banking & Finance (SBI Card, HDFC, Axis Bank – call centers)

• E-commerce support (Amazon, Flipkart, Myntra)

• EdTech firms (BYJU’S, Vedantu, Unacademy – sales/support)

• Healthcare & insurance processing firms (medical BPOs)

• Cab/food delivery support (Uber, Zomato, Swiggy)

• Travel & hospitality back-end and voice support

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💰 Salary Range by Experience

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🧭 Career Growth Path