Description
Course Name: Certificate in Non-Voice BPO Operations
Course Id: CNVBPOO/Q0101.
Eligibility: 10+2 (Higher Secondary) or equivalent is required.
Objective: The objective of the Certificate in Non-Voice BPO Operations course is to equip learners with the skills required for back-office and non-verbal customer service operations, primarily in BPOs, ITES, and corporate support environments. The course focuses on handling customer queries through chat, email, or ticketing systems, performing accurate data entry, maintaining customer records, and processing transactions.
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 and Non-Voice Operations: Overview of BPO industry and its segments, Difference between voice and non-voice processes, Role and responsibilities of non-voice executives, Importance of accuracy and TAT (Turnaround Time), Industry sectors using non-voice processes, Types of non-voice processes – email, chat, data entry, Key performance indicators (KPIs), Quality standards in non-voice operations, Overview of workflow and escalation, Career opportunities in non-voice BPO
Module 2: English Language and Written Communication: Basic grammar and sentence structure, Vocabulary and spell-checking skills, Email writing – formats and etiquette, Chat communication – tone and clarity, Reading comprehension and data interpretation, Paraphrasing and summarizing techniques, Professional writing for reports and updates, Avoiding common errors in business writing, Politeness and professionalism in text, Proofreading and editing skills.
Module 3: Computer and Typing Skills: Typing speed and accuracy improvement, Keyboard shortcuts for productivity, Basics of MS Word and document formatting, MS Excel – data entry and basic formulas, File handling and folder organization, Introduction to CRM and ticketing systems, Email handling tools and chat platforms, Data security and privacy guidelines, Working with cloud storage (Google Drive, OneDrive), Basic troubleshooting of software tools.
Module 4: Process Handling and Workflows: Understanding client requirements and SLAs, Ticket generation and issue tracking, Responding to queries via email/chat, Standard response templates and customization, Escalation matrix and priority handling, Maintaining daily activity reports, Use of internal knowledge base and SOPs, Managing workload and shift tasks, Coordination with backend teams, Maintaining accuracy and zero-defect output.
Module 5: Quality, Compliance, and Customer Service: Adhering to process guidelines and policies, Importance of quality assurance and audits, Internal and external compliance standards, Maintaining customer satisfaction and professionalism, Use of checklists and quality tools, Role of feedback in performance improvement, Monitoring response time and clarity, Handling confidential data and ethical behavior, Common mistakes and how to avoid them, Productivity tracking and quality improvement plans.
Module 6: Employability Skills and Career Readiness: Resume writing for BPO/non-voice roles, Interview tips and HR screening preparation, Time management and multitasking, Workplace etiquette and soft skills, Stress management in shift-based roles, Goal setting and performance planning, Building a professional attitude, Virtual communication etiquette, Career progression in BPO industry, Certification and continuous learning options.
Job Opportunities in Certificate in Non-Voice BPO Operations
Professionals handle email/chat support, data entry, online documentation, CRM management, and business process tasks without phone-based communication. Key roles focus on customer support, KYC processing, content moderation, and transaction handling.
Top Roles: Non-Voice Process Executive, Email Support Executive, Chat Support Agent, Back Office Executive, Data Entry Operator, Content Moderator, KYC Executive, Operations Support Executive, Transaction Processing Associate, Customer Data Analyst
Key Skills: Email/chat communication, data entry & management, CRM software, online documentation, transaction processing, content moderation, KYC & verification, reporting & analysis
Salary Range (India):
- Entry-Level: ₹12,000–18,000/month
- Mid-Level: ₹18,000–32,000/month
- Senior / Managerial: ₹30,000–40,000+/month
Industries: BPO & KPO (Non-voice), E-commerce (Amazon, Flipkart, Meesho), Banking & NBFCs, Healthcare BPO, Travel & Hospitality, EdTech & FinTech, IT-enabled services
Scope: Career progression includes Non-Voice Executive → Senior Process Executive → Team Lead / Process Trainer → Process Manager / BPO Operations Lead. High-growth opportunities exist in KYC, data analytics, and operations management.
