Certified Customer Interaction Professional

You will able to...

• Aptly Qualified & Educated: Typically, every CCIP® certified professional undergoes exhaustive training in 5 critical dimensions of Customer Service delivery with BCI authorized Certification Training Providers.
• Aptly Aware & Exposed: CCIP® is awarded after assessing a registrant's knowledge & awareness of all contemporary concepts and processes of customer care, help desk and tele-marketing tasks. They are exposed to telecommunication-based customer service delivery methods and to basic performance and quality metrics commonly deployed across contact centers globally.
• Aptly Skilled & Competent: The CCIP® certified exhibit acceptable levels of skills related to spreadsheets, word-processing, typing and document arrangement.

Specialized Contents

• Nature & Typology of BPO & CallCenter Services
  • Concept and advantages of Business Process Outsourcing and CallCenter
  • Categories and Types of BPOs and BPO & CallCenter  services
• BPO Operations & Work Environment
  • Organization & Workplace Structures in BPOs & CallCenter  
  • Equipment & Technologies generally deployed in BPOs  & CallCenter  
  • Common Modes and Media of Service Delivery in BPOs & CallCenter  
• Personal Effectiveness Principles & Techniques
  • Challenges & Demands of BPO & CallCenter  Work Environment
  • Creating & Managing Personal Brand-Equity in Workplace
  • Managing Personal Time
  • Managing Stress
  • Managing Professional Growth
• Role-profile of a Typical Customer Interaction Professional
  • Typical roles of a Customer Interaction Professional
  • Typical Key Result Areas (KRAs) of a Customer Interaction Professional
  • Skills & Competencies of a Customer Interaction Professional
• Principles & Techniques of Customer Service & Support
  • Principles & Objectives of  Customer Relationship Management
  • Techniques in Initiation of Customer Interaction
  • Techniques of Handling Customers
• Principles & Techniques of Remote- & Tele- Sales
  • Basic Principles of Selling/ Sales
  • Principles & Techniques of Remote-selling
• Keyboarding Skills
  • Keyboarding Speed & Accuracy in English Language
• Computing & Internet-related Operations
  • Proficiency in basic PC-Based computing applications
  • Internet Operations
• Language Structure, Vocabulary & Comprehension
  • Correct usage of Grammar & Structure
  • Vocabulary
  • Listening Comprehension
• Verbal Language Skills
  • Voice & Speech Quality 
  • Accent & Pronunciation 

General Contents

• Instructor/ Trainer-led classroom/ training sessions for learning of concepts and principles related to various BPO & CallCenter industry dimensions.
• Role Plays and Case Demonstrations to help internalize knowledge and application skills in critical areas.
• Quizzes and assignments to help refine and polish tasking skills as required in entry level assignments in BPOs.
• Company visits to BPO organizations and call centers.
  • Internal Tests to ensure continuous learning of students.
  • Quizzes & Examinations

Training Methodology..

• Hands-On Training (Practical)
• Review & Discussions
• Projects & Assignments 
• Quizzes & Examinations