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The Certificate in BPO Voice is a specialized program designed to provide students with the skills and knowledge needed to succeed in the Business Process Outsourcing (BPO) industry. The program focuses on developing communication and customer service skills, which are essential for working in a BPO environment. The program typically runs for a duration of 6 months and includes both theoretical and practical training.
The syllabus for the Certificate in BPO Voice program includes the following courses:
- Communication Skills: This course focuses on developing effective communication skills, including speaking, listening, and writing skills. Students will learn how to communicate clearly and effectively with customers, colleagues, and managers in a BPO environment.
- Customer Service Skills: This course provides students with an understanding of the fundamentals of customer service. Students will learn how to handle customer inquiries, complaints, and feedback in a professional and efficient manner.
- Accent Neutralization: This course is designed to help students develop an accent that is neutral and easily understandable by customers from different regions. Students will learn how to reduce or eliminate their accent, focusing on pronunciation, intonation, and stress.
- Telephone Etiquette: This course focuses on developing professional telephone etiquette, including how to answer calls, transfer calls, take messages, and end calls in a polite and professional manner.
- Sales and Marketing: This course provides students with an understanding of sales and marketing principles and practices. Students will learn how to promote products and services to customers, including how to identify customer needs, how to present products and services, and how to close sales.
- Computer Skills: This course provides students with a basic understanding of computer skills, including how to use common office software applications such as Microsoft Word, Excel, and PowerPoint.
- Personality Development: This course focuses on developing personality traits that are essential for success in the BPO industry. Students will learn how to develop a positive attitude, build self-confidence, and develop effective communication skills.
- BPO Industry Overview: This course provides students with an understanding of the BPO industry, including its history, growth, and future prospects. Students will learn about the different types of BPO services, such as inbound and outbound call centers, and the skills and qualities needed to succeed in the industry.
Overall, the Certificate in BPO Voice program provides students with a comprehensive understanding of the BPO industry and the skills and knowledge needed to succeed in a BPO environment. Graduates of this program are well-prepared for a variety of roles in the BPO industry, including customer service representatives, sales and marketing professionals, and call center agents.