Certificate in Call Center & Voice Process Training

Description

Course Name: Certificate in Call Center & Voice Process Training
Course Id: CCCVPT/Q0101.

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

Objective: The Certificate in Call Center & Voice Process Training course is designed for aspiring customer service professionals, telecallers, and freshers seeking jobs in BPOs, customer support centers, and voice-based operations. It focuses on communication techniques, call handling skills, and technical tools used in domestic and international voice processes.

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 Call Center Industry: Overview of BPO and call center industry, Types of call centers (inbound, outbound, blended), Roles and responsibilities of call center agents, Process flow in call center operations, Key performance metrics (AHT, CSAT, FCR), Overview of customer lifecycle management, Introduction to CRM systems, Call center hierarchy and workflow, Importance of call documentation, Career opportunities in voice process.

Module 2: Communication Skills Development: Neutral accent training, Voice modulation and clarity, Listening and comprehension skills, Grammar and sentence structure, Reading and fluency exercises, Eliminating MTI (Mother Tongue Influence), Common phrases used in call centers, Effective questioning and probing techniques, Handling interruptions and silence, Communication etiquette.

Module 3: Customer Service Excellence: Understanding customer needs, Empathy and emotional intelligence, Handling different types of customers, Building rapport over the phone, Managing difficult conversations, Complaint resolution process, Importance of tone and attitude, Personalizing the customer experience, Following call flow and scripts, Quality assurance in customer service.

Module 4: Telephonic Etiquette and Call Handling Techniques: Telephone manners and professional greetings, Call opening and closing techniques, Holding and transferring calls professionally, Managing hold time and call backs, Use of appropriate language, Avoiding filler words and slang, Call summarization and confirmation, Time management during calls, Mock calls and live simulations, Do’s and don’ts in professional telephonic interaction.

Module 5: Technical and Process Training: Understanding basic telecom and VoIP systems, Introduction to dialers and call routing, Navigating CRM and ticketing tools, Logging and tracking customer queries, Email and chat support overview, Data privacy and confidentiality guidelines, Overview of knowledge base systems, Shift and process adherence, Introduction to SLAs and KPIs, Using headsets and call recording systems.

Module 6: Soft Skills and Interview Preparation: Personality development and grooming, Teamwork and adaptability, Time and stress management, Positive attitude and work ethics, Conflict resolution techniques, Resume writing tips for BPO industry, Preparing for voice and non-voice interviews, Group discussion and role-play practice, Mock interview with feedback, Final assessment and certification criteria.

✅ Career Opportunities After Certificate in Call Center & Voice Process Training

🔹 1. Customer Service Executive (Voice)

• Workplace: BPOs, telecom firms, banking support centers

• Role: Handle inbound/outbound calls, resolve queries, record feedback

• 💰 Salary Range: ₹12,000 – ₹25,000/month (Domestic)

• 💰 Salary Range: ₹20,000 – ₹40,000/month (International)

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🔹 2. Telecaller / Telemarketing Executive

• Workplace: Sales and support call centers, fintech firms

• Role: Make outbound sales/support calls, promote products or services

• 💰 Salary Range: ₹10,000 – ₹30,000/month + incentives

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🔹 3. Technical Support Executive (Voice)

• Workplace: IT/BPO companies (e.g., Wipro, Tech Mahindra, HCL)

• Role: Guide users via phone in resolving hardware/software issues

• 💰 Salary Range: ₹15,000 – ₹35,000/month

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🔹 4. Call Center Quality Analyst (with experience)

• Workplace: Call center operations teams

• Role: Monitor calls, provide feedback, maintain quality benchmarks

• 💰 Salary Range: ₹20,000 – ₹45,000/month

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🔹 5. Voice & Accent Trainer (with experience)

• Workplace: BPO training units, edtechs, skill development centers

• Role: Train employees/students in spoken English and accent neutralization

• 💰 Salary Range: ₹25,000 – ₹60,000/month

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📈 Income Overview in India