Certificate in Customer Service & Telecalling

Description

Course Name: Certificate in Customer Service & Telecalling
Course Id: CCST/Q0101.

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

Objective: The Certificate in Customer Service & Telecalling course is tailored for students, freshers, and professionals aiming to build a career in customer support, telesales, BPOs, and service-based industries. It focuses on improving communication skills, client handling, call etiquette, and customer satisfaction techniques.

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.

 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 Customer Service and Telecalling: Definition and scope of customer service, Role of telecalling in customer service, Types of customer interactions (inbound, outbound), Process flow in call centers, Understanding the customer lifecycle, Difference between sales and service calls, Overview of BPO and KPO sectors, Importance of customer satisfaction and loyalty, KPIs and metrics (AHT, FCR, CSAT), Career opportunities in customer service and telecalling.

Module 2: Communication Skills for Telecallers: Verbal communication skills and pronunciation, Listening skills and active listening techniques, Vocabulary building for customer interaction, Common phrases used in telecalling, Grammar and sentence construction, Speaking with clarity and confidence, Managing voice tone and pace, Handling silence and interruptions professionally, Non-verbal cues over the phone, Reducing Mother Tongue Influence (MTI).

Module 3: Customer Handling Techniques: Understanding different types of customers, Building rapport over phone calls, Handling irate or difficult customers, Complaint resolution techniques, Probing and clarifying needs, Offering appropriate solutions, Call opening and closing statements, Personalized service strategies, Follow-up and feedback collection, Importance of empathy and patience.

Module 4: Telecalling Process and Etiquette: Structure of a telecalling conversation, Greeting and call introduction, Holding and transferring calls professionally, Call documentation and CRM usage, Time management during calls, Phone etiquette and call manners, Professional voicemail and missed call response, Handling outbound sales calls, Adhering to scripts and compliance, Avoiding slang and filler words.

Module 5: Sales and Upselling Techniques: Understanding customer buying behavior, Identifying needs and creating value, Effective product or service pitching, Cross-selling and upselling techniques, Handling objections and resistance, Closing the call with a positive outcome, Follow-up calls and lead conversion, Generating referrals through service, Using urgency and benefits in persuasion, Real-life tele-sales examples.

Module 6: Quality, Ethics and Career Readiness: Quality monitoring and feedback systems, Compliance and data protection norms, Ethics and honesty in customer handling, Handling sensitive customer information, Developing professional behavior and grooming, Resume writing for BPO/customer service jobs, Group discussion and roleplay practice, Mock interview sessions, Workplace readiness and soft skills, Final assessment and certification process.

✅ Career Opportunities After Certificate in Customer Service & Telecalling

This course opens doors in multiple sectors including banking, telecom, edtech, insurance, retail, healthcare, and fintech.

🔹 1. Customer Service Executive (Inbound/Outbound)

• 💼 Role: Handle incoming calls or make outgoing calls to assist or inform customers

• 💰 Salary: ₹12,000 – ₹30,000/month (Domestic), ₹25,000 – ₹45,000/month (International)

🔹 2. Telecaller / Telesales Executive

• 💼 Role: Promote services or collect feedback via phone

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

🔹 3. Lead Generation Specialist

• 💼 Role: Call potential clients to gather leads for sales teams

• 💰 Salary: ₹15,000 – ₹35,000/month

🔹 4. Helpdesk / Technical Support Representative

• 💼 Role: Provide technical assistance over the phone

• 💰 Salary: ₹15,000 – ₹40,000/month

🔹 5. Customer Relationship Executive (Voice Process)

• 💼 Role: Maintain customer relationships and ensure client satisfaction

• 💰 Salary: ₹18,000 – ₹35,000/month

📈 Income Overview in India