Description
Course Name: Diploma in Call Center Customer Service Executive
Course Id: DCCCSE/Q1001.
Education Qualification: 10th pass.
Duration: 370 Hrs.
How You will Get Diploma Certificate:
Step 1- Select your Course for Certification.
Step 2- Click on Enroll Now.
Step 3- Proceed to Enroll Now.
Step 4- Fill Your Billing Details and Proceed to Pay.
Step 5- You Will be Redirected to Payment Gateway, Pay Course and Exam Fee by Following Options.
Card(Debit/Credit), Wallet, Paytm, Net banking, UPI and Google pay.
Step 6- After Payment You will get Study Material Login id and Password on your email id.
Step 7- After Completion of Course Study give Online Examination.
Step 8- After Online Examination within 7 days you will get Diploma Certificate soft copy(Scan Copy) and Hard Copy(Original With Seal and Sign) within 30 days.
Step 9- After Certification you will receive Prospect Job Opportunities as per your Interest Area.
Online Examination Detail:
- Duration- 120 minutes.
- No. of Questions- 60. (Multiple Choice Questions).
- 10 Questions from each module, each carry 10 marks.
- Maximum Marks- 600, Passing Marks- 40%.
- There is no negative marking in this module.
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 | 41-50 | P (Pass) |
7 | 0-40 | F (Fail) |
Benefits of Certification:
- Government Authorized Assessment Agency Certification.
- Certificate Valid for Lifetime.
- Lifetime Verification of Certificate.
- Free Job Assistance as per your Interest Area.
Syllabus
Handling Customers Queries: Introduction to CRM, service excellence & experience, customer loyalty and retention, driving customer success: metrics and strategies, guest contact and current hospitality practices.
Collecting Customer Data: Consumer behavior and marketing action, consumer decision making process, consumer behavior models, consumer learning, marketing communication.
Personality Development: Personality: What it is and why you should care, the levels of personality, psychosexual stages of personality development, the development of the personality, the style of life, the childhood need for safety and security, the healthy adult personality, stages of personality development.
Customer Relationship Management (CRM): Evaluation of customer relationship management (CRM), customer loyalty, CRM in marketing, enterprise resource planning (ERP), analytical CRM, CRM implementation.
Sales and Up selling in Call Centers: Introduction to the program, role of a customer care executive, logging customer enquiries, customer relationship management (CRM), recording customer querries and complaints, tele marketing, understand customer needs and conduct over the call sales.
Contacting Customers: Introduction to the program, telecom sector in India, role of a customer care executive, logging customer enquiries, customer relationship management (CRM), making and receiving calls, customer feedback and customer satisfaction, recording customer querries and complaints.
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