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Customer Care Executive -Call Centre
Model Curriculum Customer care Executive
(Telecom Call Centre)
SECTOR: TELECOM
SUB-SECTOR: SERVICE PROVIDER
OCCUPATION: CUSTOMER SERVICE
REF ID: PWD/TEL/Q0100, V1.0
NSQF LEVEL: 4
Curriculum Aligned
for
Persons with Blindness
Persons with Low Vision
and
Persons with Locomotor Disability
Customer Care Executive -Call Centre
TABLE OF CONTENTS
1.Curriculum 01
Curriculum Aligned for Blindness 02
Curriculum Aligned for Low Vision 08
Curriculum Aligned for Locomotor Disability 16
2.Trainer Prerequisites 23
Trainer Prerequisites for Blindness 23
Trainer Prerequisites for Low Vision 24
Trainer Prerequisites for Locomotor Disability 25
3.Annexure: Assessment Criteria 26
4.Accommodation Guideline for Inclusive Trainer 30
Guideline for Persons with Low Vision and Blindness 30
Guidelines for Persons with Locomotor Disability 31
Customer Care Executive-Call Centre 1
Customer Care Executive (Telecom Call Centre)
CURRICULUM / SYLLABUS
This program is aimed at training candidates for the job of a “Customer care Executive (Telecom Call
Centre)”, in the “Telecom” Sector/Industry and aims at building the following key competencies amongst
the learner
Program Name Customer Care Executive (Telecom Call Centre)
Qualification Pack
Name & Reference ID.
ID
PWD/TEL/Q0100, Version 1.0
Version No. 1.0 Version Update Date 31 – 05 – 2017
Pre-requisites to
Training 10+2 or equivalent
Training Outcomes After completing this programme, participants will be able to
• Attend/make customer calls
• Understand Call Centre specific concepts
• Resolving customer query, request, and complaint
• Provide information regarding products and services to the
customer
• Handle and resolve customer’s complaints/requests
• Capture/take notes of customer interaction in the Customer
Relationship Management (CRM) tool/software
• Monitor and manage key performance through reports and
review
• Develop customer relationship
• Develop soft skills and professional skills
• Understand technical skills (CRM software)
• Learn the concept of proactive selling
• Understand Interview and its related FAQ’s
This course encompasses 5 out of 5 National Occupational Standards (NOS) of “Customer Care Executive
(Telecom Call Centre)” Qualification Pack issued by “TSSC: Telecom Sector Skills Council. The Curriculum
is Aligned by Skill Council for Persons with Disability for Persons with Disabilities
Customer Care Executive-Call Centre 2
Curriculum Aligned for Persons with Blindness
Sr.
No.
Module Key Learning Outcomes
Equipment
Required
Disability wise
Training Tools with
reference to
Expository for Each
NOS
1 Introduction to
Customer Care
Executive
Theory Duration
(hh:mm)
05:00
Practical/Interactive
class Duration
(hh:mm)
00:00
Corresponding NOS
Code
NA
• State the objectives of the program
• Describe the Telecom industry in India
• Understand the concept of a call
Centre and help desk
• Discuss the hierarchy in a call Centre
and the career progression of a
Customer Care Executive (CCE) in a
call Centre
• Understand the roles and
responsibilities of a CCE
• Explain the concept of customer
service and its importance in the role
of a CCE
NA These tools may be
used during the
different jobs:
• Clear View+
Speech Zoom Ex
• Kurzweil,
• ABBY Fine Reader
• Tesseract
• Non-Visual
Desktop Access
(NVDA),
• Job Access with
Speech (JAWS),
• System Access to
Go (SATAGO),
• Voiceover,
• Talkback,
• Nuance Talks and
Mobile Speak,
• ORCA
• Dolphin Supernova
• DAISY
• Tactile diagrams
• Tactile stickers
• Tactile flooring
Tactile marks to
identify various
things/devices/
Spots
2 Key concepts
Theory Duration
(hh:mm)
20:00
Practical/Interactive
class Duration
(hh:mm)
05:00
Corresponding NOS
Code
NA
• Identify the key people involved in the
process of being a CCE
• Explain the various mobile and data
technologies
• Know and understand the various
product and service offerings in the
telecom sector
• Outline the documentation process
and documents needed for mobile
customers
• Explain the key concepts related to
call centres
• State the importance of workplace
Ergonomics and respect at workplace
• Express the importance of data
confidentiality in the telecom industry
NA
Customer Care Executive-Call Centre 3
3 Soft Skills and
professional skills
Theory Duration
(hh:mm)
10:00
Practical Duration
(hh:mm)
15:00
Corresponding NOS
Code
TEL/N0100
TEL/N0101
TEL/N0102
TEL/N0103
TEL/No104
• State the basic etiquettes required for
making and attending calls
• Show how to open and close a call
using predefined scripts
• Classify customer behaviour and deal
with them accordingly
• List the dos and don’ts of dealing with
complaints
• Explain the importance of time
management and that of being
organized
• Understand the importance of
communication in the workplace
• Practice effective communication in
the workplace
• Understand the importance of decision
making and assertiveness for your role
• Practise decision making skills as
required for your role
• Handle objections and criticism from
the customer with empathy
• Identify, comprehend, and resolve
customer issues
• Recognize the needs of customers
and identify ways to influence them to
buy
NA These tools may be
used during the
different jobs:
• Clear View+
Speech Zoom Ex
• Kurzweil,
• ABBY Fine Reader
• Tesseract
• Non-Visual
Desktop Access
(NVDA),
• Job Access with
Speech (JAWS),
• System Access to
Go (SATAGO),
• Voiceover,
• Talkback,
• Nuance Talks and
Mobile Speak,
• ORCA
• Dolphin Supernova
• DAISY
• Tactile diagrams
• Tactile stickers
• Tactile flooring
4 Technical Skills
Theory Duration
(hh:mm)
10:00
Practical Duration
(hh:mm)
35:00
Corresponding NOS
Code
TEL/N0100
TEL/N0101
TEL/N0102
TEL/N0103
TEL/N0104
• Use CRM effectively with complete
and correct tagging
• Explain how to make and attend calls
• Demonstrate how to do call transfer,
call hold and call forward
• Demonstrate the usage of different IT
applications used to search customer
details in the database
• Demonstrate the usage of different IT
applications used to search customer
details in the database
• Show how to fetch information about
products, processes and services for
the customer
CRM
Software,
Computer
Lab
Customer Care Executive-Call Centre 4
5 Computer
Knowledge
and Practise
Theory Duration
(hh:mm)
05:00
Practical Duration
(hh:mm)
12:00
Corresponding NOS
Code
TEL/N0100
TEL/N0101
TEL/N0102
TEL/N0103
TEL/N0104
• Know what is a computer and its
different parts
• Understand about MS Word
• Understand about MS Power point
• Understand about MS – Excel
• Understand about Internet and
Network
• Understand how to type effectively
Computer
Lab, Office
Tools/Softwa
re on all
PC’s
These tools may be
used during the
different jobs:
• Clear View+
Speech Zoom Ex
• Kurzweil,
• ABBY Fine Reader
• Tesseract
• Non-Visual
Desktop Access
(NVDA),
• Job Access with
Speech (JAWS),
• System Access to
Go (SATAGO),
• Voiceover,
• Talkback,
• Nuance Talks and
Mobile Speak,
• ORCA
• Dolphin Supernova
• DAISY
• Tactile diagrams
• Tactile stickers
• Tactile flooring
6 Language Skills
Theory Duration
(hh:mm)
03:00
Practical Duration
(hh:mm)
05:00
Corresponding NOS
Code
TEL/N0100
TEL/N0101
TEL/N0102
TEL/N0103
TEL/N0104
• Understand the importance of listening
as a skill for a CCE
• Practice effective listening skills
• Use effective speaking skills in your
role
• Demonstrate reading and keep
yourself updated on latest news
• Practice effective writing skills
Language
Training
Tool
Customer Care Executive-Call Centre 5
7 Attend and Make
Calls
Theory Duration
(hh:mm)
04:00
Practical Duration
(hh:mm)
10:00
Corresponding NOS
Code
TEL/N0100
• Understand the concept of inbound
and outbound calls
• Demonstrate how to attend and make
calls effectively
CRM
&Demo Call
Making
Facility.
These tools may be
used during the
different jobs:
• Clear View+
Speech Zoom Ex
• Kurzweil,
• ABBY Fine Reader
• Tesseract
• Non-Visual
Desktop Access
(NVDA),
• Job Access with
Speech (JAWS),
• System Access to
Go (SATAGO),
• Voiceover,
• Talkback,
• Nuance Talks and
Mobile Speak,
• ORCA
• Dolphin Supernova
• DAISY
• Tactile diagrams
• Tactile stickers
• Tactile flooring
8 Resolve customer
Query/ Request and
Complaint (QRC)
Theory Duration
(hh:mm)
05:00
Practical Duration
(hh:mm)
10:00
Corresponding NOS
Code
TEL/N0101
• Identify and address customer Query /
Request/ Complaint (QRC)
• Know how to escalate customer QRC
as necessary
• Know verification parameters to verify
customer details
CRM
9 Develop Customer
relationship
Theory Duration
(hh:mm)
05:00
Practical Duration
(hh:mm)
06:00
Corresponding NOS
Code
TEL/N0102
• Explain the importance of developing
customer relationship
• Classify customers into different
categories and service them
accordingly
• Understand the feedback recording
process
• Provide complete resolution of
customer issues in an effective
manner
• Know how to escalate customer issue
to guarantee customer satisfaction
• Practice introducing new services to
customers
NA These tools may be
used during the
different jobs:
• Clear View+
Speech Zoom Ex
• Kurzweil,
• ABBY Fine Reader
• Tesseract
• Non-Visual
Desktop Access
(NVDA),
• Job Access with
Speech (JAWS),
• System Access to
Go (SATAGO),
Customer Care Executive-Call Centre 6
• Voiceover,
• Talkback,
• Nuance Talks and
Mobile Speak,
• ORCA
• Dolphin Supernova
• DAISY
• Tactile diagrams
• Tactile stickers
• Tactile flooring
10 Report and Review
Theory Duration
(hh:mm)
05:00
Practical Duration
(hh:mm)
05:00
Corresponding NOS
Code
TEL/N0103
• Monitor and manage self-performance
through reports and review process
• Understand the performance
parameters to make self –reports
• Practice self-review with superiors
NA These tools may be
used during the
different jobs:
• Clear View+
Speech Zoom Ex
• Kurzweil,
• ABBY Fine Reader
• Tesseract
• Non-Visual
Desktop Access
(NVDA),
• Job Access with
Speech (JAWS),
• System Access to
Go (SATAGO),
• Voiceover,
• Talkback,
• Nuance Talks and
Mobile Speak,
• ORCA
• Dolphin Supernova
• DAISY
• Tactile diagrams
• Tactile stickers
• Tactile flooring
11 Proactive Selling
Theory Duration
(hh:mm)
05:00
Practical Duration
(hh:mm)
10:00
Corresponding NOS
Code
TEL/N0104
• Identify opportunities for pro – active
selling at the call Centre’s
• Practice up – selling and cross selling
NA
12 Program wrap up
and getting started
Theory Duration
(hh:mm)
03:00
• Understand what is an interview
• Develop the skills to participate in an
interview effectively
• Know the commonly asked questions
in an interview
NA These tools may be
used during the
different jobs:
• Clear View+
Speech Zoom Ex
• Kurzweil,
Customer Care Executive-Call Centre 7
Practical Duration
(hh:mm)
07:00
Corresponding NOS
Code
NA
• Revise and integrate the learnings of
the training program
•
• ABBY Fine Reader
• Tesseract
• Non-Visual
Desktop Access
(NVDA),
• Job Access with
Speech (JAWS),
• System Access to
Go (SATAGO),
• Voiceover,
• Talkback,
• Nuance Talks and
Mobile Speak,
• ORCA
• Dolphin Supernova
• DAISY
• Tactile diagrams
• Tactile stickers
• Tactile flooring
Total Duration
Theory Duration
80:00
Practical Duration
120:00
Unique Equipment Required:
• Projector, black board, white board
Grand Total Course Duration: 200 Hours, 0 Minutes
(This syllabus/ curriculum has been approved by TSSC: Telecom Sector Skill Council)
Customer Care Executive-Call Centre 8
Curriculum Aligned for Persons with Low Vision
Sr.
No. Module Key Learning Outcomes
Equipment
Required
Disability wise Training
Tools with reference to
Expository for Each NOS
1 Introduction to
Customer Care
Executive
Theory Duration
(hh:mm)
05:00
Practical/Interactive
class Duration
(hh:mm)
00:00
Corresponding NOS
Code
NA
• State the objectives of the
program
• Describe the Telecom industry
in India
• Understand the concept of a
call Centre and help desk
• Discuss the hierarchy in a call
Centre and the career
progression of a Customer
Care Executive (CCE) in a call
Centre
• Understand the roles and
responsibilities of a CCE
• Explain the concept of
customer service and its
importance in the role of a CCE
NA These tools may be used
during the different jobs:
• ClearView+ Speech
• ZoomEx,
• Kurzweil,
• ABBY Fine Reader,
• Tesseract
• Non-Visual Desktop
Access (NVDA),
• Job Access with Speech
(JAWS),
• System Access to
Go(SATAGO),
• Voiceover, Talkback,
Nuance Talks and Mobile
Speak, ORCA
• Windows Magnifier
• Magic Screen
Magnification Zoom Text
• Supernova Screen Reader
and Magnifier
• DAISY
• Onyx
• Topaz
• Prism
• Optelec
• Kindle Paper White/I Pad
• Android/IOS Technology is
best known for accessibility
for persons with Low
Vision.
• Angel Player/I-Pods.
• Talking calculator
• Signature Guide
• Wrist Watch-Tata
• General table lamp
• Tactile stickers,
• Tactile flooring,
2 Key concepts
Theory Duration
(hh:mm)
20:00
Practical/Interactive
class Duration
(hh:mm)
05:00
Corresponding NOS
Code
NA
• Identify the key people involved
in the process of being a CCE
• Explain the various mobile and
data technologies
• Know and understand the
various product and service
offerings in the telecom sector
• Outline the documentation
process and documents
needed for mobile customers
• Explain the key concepts
related to call centres
• State the importance of
workplace Ergonomics and
respect at workplace
• Express the importance of data
confidentiality in the telecom
industry
NA
Customer Care Executive-Call Centre 9
3 Soft Skills and
professional skills
Theory Duration
(hh:mm)
10:00
Practical Duration
(hh:mm)
15:00
Corresponding NOS
Code
TEL/N0100
TEL/N0101
TEL/N0102
TEL/N0103
TEL/No104
• State the basic etiquettes
required for making and
attending calls
• Show how to open and close a
call using predefined scripts
• Classify customer behaviour
and deal with them accordingly
• List the dos and don’ts’s of
dealing with complaints
• Explain the importance of time
management and that of being
organized
• Understand the importance of
communication in the
workplace
• Practice effective
communication in the
workplace
• Understand the importance of
decision making and
assertiveness for your role
• Practise decision making skills
as required for your role
• Handle objections and criticism
from the customer with
empathy
• Identify, comprehend, and
resolve customer issues
• Recognize the needs of
customers and identify ways to
influence them to buy
NA These tools may be used
during the different jobs:
• ClearView+ Speech
• ZoomEx,
• Kurzweil,
• ABBY Fine Reader,
• Tesseract
• Non-Visual Desktop
Access (NVDA),
• Job Access with Speech
(JAWS),
• System Access to
Go(SATAGO),
• Voiceover,
• Talkback,
• Nuance Talks and Mobile
Speak,
• ORCA
• Windows Magnifier
• Magic Screen
• Magnification
• Zoom Text
• Supernova Screen Reader
and Magnifier
• DAISY
• Onyx
• Topaz
• Prism
• Optelec
• Kindle Paper White/I Pa
• Android/IOS Technology is
best known for accessibility
for persons with Low
Vision (Visually Impaired).
• Angel Player/I-Pods.
• Talking calculator
• Signature Guide
• Wrist Watch-Tata
• General table lamp
• Tactile diagrams,
• Tactile stickers,
• Tactile flooring.
Customer Care Executive-Call Centre 10
4 Technical Skills
Theory Duration
(hh:mm)
10:00
Practical Duration
(hh:mm)
35:00
Corresponding NOS
Code
TEL/N0100
TEL/N0101
TEL/N0102
TEL/N0103
TEL/N0104
• Use CRM effectively with
complete and correct tagging
• Explain how to make and
attend calls
• Demonstrate how to do call
transfer, call hold and call
forward
• Demonstrate the usage of
different IT applications used to
search customer details in the
database
• Demonstrate the usage of
different IT applications used to
search customer details in the
database
• Show how to fetch information
about products, processes and
services for the customer
CRM
Software,
Computer
Lab
These tools may be used
during the different jobs:
• ClearView+ Speech
• ZoomEx,
• Kurzweil,
• ABBY Fine Reader,
• Tesseract
• Non-Visual Desktop
Access (NVDA),
• Job Access with Speech
(JAWS),
• System Access to
Go(SATAGO),
• Voiceover,
• Talkback,
• Nuance Talks and Mobile
Speak,
• ORCA
• Windows Magnifier
• Magic Screen
Magnification
• Zoom Text
• Supernova Screen Reader
and Magnifier
• DAISY
• Onyx
• Topaz
• Prism
• Optelec
• Kindle Paper White/I Pa
• Android/IOS Technology is
best known for accessibility
for persons with Low
Vision (Visually Impaired).
• Angel Player/I-Pods.
• Talking calculator
• Signature Guide
• Wrist Watch-Tata
• General table lamp
• Tactile diagrams,
• Tactile stickers,
• Tactile flooring,
5 Computer
Knowledge
and Practise
Theory Duration
(hh:mm)
05:00
Practical Duration
(hh:mm)
12:00
Corresponding NOS
Code
TEL/N0100
TEL/N0101
TEL/N0102
TEL/N0103
TEL/N0104
• Know what is a computer and
its different parts
• Understand about MS Word
• Understand about MS
PowerPoint
• Understand about MS – Excel
• Understand about Internet and
Network
• Understand how to type
effectively
Computer
Lab,
Office
Tools/Softwar
e on all PC’s
Customer Care Executive-Call Centre 11
6
Language Skills
Theory Duration
(hh:mm)
03:00
Practical Duration
(hh:mm)
05:00
Corresponding NOS
Code
TEL/N0100
TEL/N0101
TEL/N0102
TEL/N0103
TEL/N0104
• Understand the concept of
inbound and outbound calls
• Demonstrate how to attend
and make calls effectively
CRM &Demo
Call Making
Facility.
.
These tools may be used
during the different jobs:
• ClearView+ Speech
• ZoomEx,
• Kurzweil,
• ABBY Fine Reader,
• Tesseract
• Non-Visual Desktop
Access (NVDA),
• Job Access with Speech
(JAWS),
• System Access to
Go(SATAGO),
• Voiceover,
• Talkback,
• Nuance Talks and Mobile
Speak,
• ORCA
• Windows Magnifier
• Magic Screen
Magnification
• Zoom Text
• Supernova Screen Reader
and Magnifier
• DAISY
• Onyx
• Topaz
• Prism
• Optelec
• Kindle Paper White/I Pa
• Android/IOS Technology is
best known for accessibility
for persons with Low
Vision (Visually Impaired).
• Angel Player/I-Pods.
• Talking calculator
• Signature Guide
• Wrist Watch-Tata
• General table lamp
• Tactile diagrams,
• Tactile stickers,
• Tactile flooring,
7 Attend and Make
Calls
Theory Duration
(hh:mm)
04:00
Practical Duration
(hh:mm)
10:00
Corresponding NOS
Code
TEL/N0100
• Understand the concept of
inbound and outbound calls
• Demonstrate how to attend
and make calls effectively
CRM &Demo
Call Making
Facility.
Customer Care Executive-Call Centre 12
8 Resolve customer
Query/ Request and
Complaint (QRC)
Theory Duration
(hh:mm)
05:00
Practical Duration
(hh:mm)
10:00
Corresponding NOS
Code
TEL/N0101
• Identify and address customer
Query / Request/ Complaint
(QRC)
• Know how to escalate
customer QRC as necessary
• Know verification parameters
to verify customer details
These tools may be used
during the different jobs:
• ClearView+ Speech
• ZoomEx,
• Kurzweil,
• ABBY Fine Reader,
• Tesseract
• Non-Visual Desktop
Access (NVDA),
• Job Access with Speech
(JAWS),
• System Access to
Go(SATAGO),
• Voiceover,
• Talkback,
• Nuance Talks and Mobile
Speak,
• ORCA
• Windows Magnifier
• Magic Screen
Magnification
• Zoom Text
• Supernova Screen Reader
and Magnifier
• DAISY
• Onyx
• Topaz
• Prism
• Optelec
• Kindle Paper White/I Pa
• Android/IOS Technology is
best known for accessibility
for persons with Low Vision
(Visually Impaired).
• Angel Player/I-Pods.
• Talking calculator
• Signature Guide
• Wrist Watch-Tata
• General table lamp
• Tactile diagrams,
• Tactile stickers,
• Tactile flooring
9 Develop Customer
relationship
Theory Duration
(hh:mm)
05:00
Practical Duration
(hh:mm)
06:00
Corresponding NOS
Code
TEL/N0102
• Explain the importance of
developing customer
relationship
• Classify customers into
different categories and
service them accordingly
• Understand the feedback
recording process
• Provide complete resolution of
customer issues in an effective
manner
• Know how to escalate
customer issue to guarantee
customer satisfaction
• Practise introducing new
services to customers
Customer Care Executive-Call Centre 13
10 Report and Review
Theory Duration
(hh:mm)
05:00
Practical Duration
(hh:mm)
05:00
Corresponding NOS
Code
TEL/N010
• Monitor and manage self-
performance through reports
and review process
• Understand the performance
parameters to make self –
reports
• Practice self-review with
superiors
These tools may be used
during the different jobs:
• ClearView+ Speech
• ZoomEx,
• Kurzweil,
• ABBY Fine Reader,
• Tesseract
• Non-Visual Desktop
Access (NVDA),
• Job Access with Speech
(JAWS),
• System Access to
Go(SATAGO),
• Voiceover,
• Talkback,
• Nuance Talks and Mobile
Speak,
• ORCA
• Windows Magnifier
• Magic Screen
Magnification
• Zoom Text
• Supernova Screen Reader
and Magnifier
• DAISY
• Onyx
• Topaz
• Prism
• Optelec
• Kindle Paper White/I Pa
• Android/IOS Technology is
best known for accessibility
for persons with Low
Vision (Visually Impaired).
• Angel Player/I-Pods.
• Talking calculator
• Signature Guide
• Wrist Watch-Tata
• General table lamp
• Tactile diagrams,
• Tactile stickers,
• Tactile flooring,
11 Proactive Selling
Theory Duration
(hh:mm)
05:00
Practical Duration
(hh:mm)
10:00
Corresponding NOS
Code
TEL/N0104
• Identify opportunities for pro –
active selling at the call
Centre’s
• Practice up – selling and cross
selling
NA
Customer Care Executive-Call Centre 14
12 Program wrap up
and getting started
Theory Duration
(hh:mm)
03:00
Practical Duration
(hh:mm)
07:00
Corresponding NOS
Code
NA
• Understand what is an
interview
• Develop the skills to participate
in an interview effectively
• Know the commonly asked
questions in an interview
• Revise and integrate the
learnings of the training
program
•
These tools may be used
during the different jobs:
• ClearView+ Speech
• ZoomEx,
• Kurzweil,
• ABBY Fine Reader,
• Tesseract
• Non-Visual Desktop
Access (NVDA),
• Job Access with Speech
(JAWS),
• System Access to
Go(SATAGO),
• Voiceover,
• Talkback,
• Nuance Talks and Mobile
Speak,
• ORCA
• Windows Magnifier
• Magic Screen
Magnification
• Zoom Text
• Supernova Screen Reader
and Magnifier
• DAISY
• Onyx
• Topaz
• Prism
• Optelec
• Kindle Paper White/I Pa
• Android/IOS Technology is
best known for accessibility
for persons with Low
Vision (Visually Impaired).
• Angel Player/I-Pods.
• Talking calculator
• Signature Guide
• Wrist Watch-Tata
• General table lamp
• Tactile diagrams,
• Tactile stickers,
• Tactile flooring
Customer Care Executive-Call Centre 15
Total Duration
Theory Duration
80:00
Practical Duration
120:00
Unique Equipment Required:
• Projector, black board, white
board
Grand Total Course Duration: 200 Hours, 0 Minutes
(This syllabus/ curriculum has been approved by TSSC: Telecom Sector Skill Council)
Customer Care Executive-Call Centre 16
Curriculum Aligned for Persons with Locomotor Disability
Sr.
No. Module Key Learning Outcomes
Equipment
Required
Disability wise Training
Tools with reference to
Expository for Each
NOS
1 Introduction to
Customer Care
Executive
Theory Duration
(hh:mm)
05:00
Practical/Interactive
class Duration
(hh:mm)
00:00
Corresponding
NOS
Code
NA
• State the objectives of the
program
• Describe the Telecom industry in
India
• Understand the concept of a call
Centre and help desk
• Discuss the hierarchy in a call
Centre and the career
progression of a Customer Care
Executive (CCE) in a call
• Centre
• Understand the roles and
responsibilities of a CCE
• Explain the concept of customer
service and its importance in the
role of a CCE
NA These tools may be used
during the different jobs:
• Computer
• Laptop
• iPad
• Modify Chair/seating
arrangement
• Need based
modification in
working environment
• Need based modified
equipment
• Ease of Access
Centre
• Sticky Keys
• On the screen
Keyboard
• One-Handed
Keyboard
• Foot Pedals
• Access Switches
• Wheel Chair
• Walker/Rollator
2 Key concepts
Theory Duration
(hh:mm)
20:00
Practical/Interactive
class Duration
(hh:mm)
05:00
Corresponding
NOS
Code
NA
• Identify the key people involved
in the process of being a CCE
• Explain the various mobile and
data technologies
• Know and understand the
various product and service
offerings in the telecom sector
• Outline the documentation
process and documents needed
for mobile customers
• Explain the key concepts related
to call centres
• State the importance of
workplace Ergonomics and
respect at workplace
• Express the importance of data
confidentiality in the telecom
industry
NA
Customer Care Executive-Call Centre 17
3 Soft Skills and
professional skills
Theory Duration
(hh:mm)
10:00
Practical Duration
(hh:mm)
15:00
Corresponding
NOS Code
TEL/N0100
TEL/N0101
TEL/N0102
TEL/N0103
TEL/No104
• State the basic etiquettes
required for making and
attending calls
• Show how to open and close a
call using predefined scripts
• Classify customer behaviour and
deal with them accordingly
• List the dos and don’ts of dealing
with complaints
• Explain the importance of time
management and that of being
organized
• Understand the importance of
communication in the workplace
• Practice effective communication
in the workplace
• Understand the importance of
decision making and
assertiveness for your role
• Practise decision making skills
as required for your role
• Handle objections and criticism
from the customer with empathy
• Identify, comprehend, and
resolve customer issues
• Recognize the needs of
customers and identify ways to
influence them to buy
NA These tools may be
used during the different
jobs:
• Computer
• Laptop
• iPad
• Modify Chair/seating
arrangement
• Need based
modification in
working environment
• Need based modified
equipment
• Ease of Access
Centre
• Sticky Keys
• On the screen
Keyboard
• One-Handed
Keyboard
• Foot Pedals
• Access Switches
• Wheel Chair
• Walker/Rollator
Customer Care Executive-Call Centre 18
4 Technical Skills
Theory Duration
(hh:mm)
10:00
Practical Duration
(hh:mm)
35:00
Corresponding
NOS
Code
TEL/N0100
TEL/N0101
TEL/N0102
TEL/N0103
TEL/N0104
• Use CRM effectively with
complete and correct tagging
• Explain how to make and attend
calls
• Demonstrate how to do call
transfer, call hold and call
forward
• Demonstrate the usage of
different IT applications used to
search customer details in the
database
• Demonstrate the usage of
different IT applications used to
search customer details in the
database
• Show how to fetch information
about products, processes and
services for the customer
CRM
Software,
Computer Lab
These tools may be used
during the different jobs:
• Computer
• Laptop
• iPad
• Modify Chair/seating
arrangement
• Need based
modification in
working environment
• Need based modified
equipment
• Ease of Access
Centre
• Sticky Keys
• On the screen
Keyboard
• One-Handed
Keyboard
• Foot Pedals
• Access Switches
• Wheel Chair
• Walker/Rollator
5 Computer
Knowledge
and Practise
Theory Duration
(hh:mm)
05:00
Practical Duration
(hh:mm)
12:00
Corresponding
NOS
Code
TEL/N0100
TEL/N0101
TEL/N0102
TEL/N0103
TEL/N0104
• Know what is a computer and its
different parts
• Understand about MS Word
• Understand about MS Power
point
• Understand about MS – Excel
• Understand about Internet and
Network
• Understand how to type
effectively
Computer Lab,
Office
Tools/Software
on all PC’s
Customer Care Executive-Call Centre 19
6 Language Skills
Theory Duration
(hh:mm)
03:00
Practical Duration
(hh:mm)
05:00
Corresponding
NOS
Code
TEL/N0100
TEL/N0101
TEL/N0102
TEL/N0103
TEL/N0104
• Understand the importance of
listening as a skill for a CCE
• Practice effective listening skills
• Use effective speaking skills in
your role
• Demonstrate reading and keep
yourself updated on latest news
• Practice effective writing skills
Language
Training Tool
These tools may be used
during the different jobs:
• Computer
• Laptop
• iPad
• Modify Chair/seating
arrangement
• Need based
modification in
working environment
• Need based modified
equipment
• Ease of Access
Centre
• Sticky Keys
• On the screen
Keyboard
• One-Handed
Keyboard
• Foot Pedals
• Access Switches
• Wheel Chair
• Walker/Rollator
7 Attend and Make
Calls
Theory Duration
(hh:mm)
04:00
Practical Duration
(hh:mm)
10:00
Corresponding
NOS
Code
TEL/N0100
• Understand the concept of
inbound and outbound calls
• Demonstrate how to attend and
make calls effectively
CRM &Demo
Call Making
Facility.
Customer Care Executive-Call Centre 20
8 Resolve customer
Query/ Request and
Complaint (QRC)
Theory Duration
(hh:mm)
05:00
Practical Duration
(hh:mm)
10:00
Corresponding
NOS
Code
TEL/N0101
• Identify and address customer
Query / Request/ Complaint
(QRC)
• Know how to escalate customer
QRC as necessary
• Know verification parameters to
verify customer details
CRM These tools may be
used during the different
jobs:
• Computer
• Laptop
• iPad
• Modify Chair/seating
arrangement
• Need based
modification in
working environment
• Need based modified
equipment
• Ease of Access
Centre
• Sticky Keys
• On the screen
Keyboard
• One-Handed
Keyboard
• Foot Pedals
• Access Switches
• Wheel Chair
• Walker/Rollator
9 Develop Customer
relationship
Theory Duration
(hh:mm)
05:00
Practical Duration
(hh:mm)
06:00
Corresponding
NOS
Code
TEL/N0102
• Explain the importance of
developing customer
relationship
• Classify customers into different
categories and service them
accordingly
• Understand the feedback
recording process
• Provide complete resolution of
customer issues in an effective
manner
• Know how to escalate customer
issue to guarantee customer
satisfaction
• Practice introducing new
services to customers
NA
Customer Care Executive-Call Centre 21
10 Report and Review
Theory Duration
(hh:mm)
05:00
Practical Duration
(hh:mm)
05:00
Corresponding
NOS
Code
TEL/N0103
• Monitor and manage self-
performance through reports
and review process
• Understand the performance
parameters to make self –
reports
• Practice self-review with
superiors
•
NA These tools may be used
during the different jobs:
• Computer
• Laptop
• iPad
• Modify Chair/seating
arrangement
• Need based
modification in
working environment
• Need based modified
equipment
• Ease of Access
Centre
• Sticky Keys
• On the screen
Keyboard
• One-Handed
Keyboard
• Foot Pedals
• Access Switches
• Wheel Chair
• Walker/Rollator
11 Proactive Selling
Theory Duration
(hh:mm)
05:00
Practical Duration
(hh:mm)
10:00
Corresponding
NOS
Code
TEL/N0104
• Identify opportunities for pro –
active selling at the call centres
• Practice up – selling and cross
selling
NA
12 Program wrap up
and getting started
Theory Duration
(hh:mm)
03:00
Practical Duration
(hh:mm)
07:00
Corresponding
NOS
• Understand what is an interview
• Develop the skills to participate
in an interview effectively
• Know the commonly asked
questions in an interview
• Revise and integrate the
learnings of the training program
•
NA These tools may be used
during the different jobs:
• Computer
• Laptop
• iPad
• Modify Chair/seating
arrangement
• Need based
modification in
working environment
• Need based modified
equipment
Customer Care Executive-Call Centre 22
Code
NA
• Ease of Access
Centre
• Sticky Keys
• On the screen
Keyboard
• One-Handed
Keyboard
• Foot Pedals
• Access Switches
• Wheel Chair
• Walker/Rollator
Total Duration
Theory Duration
80:00
Practical Duration
120:00
Unique Equipment Required:
• Projector, black board, white
board
Grand Total Course Duration: 200 Hours, 0 Minutes
(This syllabus/ curriculum has been approved by TSSC: Telecom Sector Skill Council)
Customer Care Executive-Call Centre 23
Trainer Prerequisites for Job role: “Customer Care Executive” mapped to Qualification Pack: “PWD/
TEL/Q0100, version 1.0”
Trainer Prerequisites for Persons with Blindness
Sr.
No. Area Details
1 Description To deliver accredited training service, mapping to the curriculum detailed above,
in accordance with the Qualification Pack “PWD/TEL/Q0100, Version No. 1.0”.
2 Personal
Attributes
The individual should have good communication skills with a clear diction, ability
to construct simple and sensible sentences; ability to comprehend simple
English sentences; good problem-solving skills and ability to approach problems
logically; strong customer service focus; ability to work under pressure and
active listening skills. The individual should also be willing and comfortable to
work in shifts.
3 Minimum
Educational
Qualifications
Preferably equivalent to Matriculation or should be Graduate
4a Domain
Certification
Certified for Job Role: “Customer Care Executive (Telecom Call Centre)”
mapped to QP: “PWD/TEL/Q0100”, Version No. 1.0. Minimum accepted score
as per respective TSSC guidelines.
4b Platform
Certification
Recommended that the Trainer is certified for the Job Role: “Trainer”, mapped
to the Qualification Pack: “MEP/Q0102”. Minimum accepted score is 80%.
4c Disability
specific Top
Up module
The Inclusive Trainer should be certified in Disability Specific Top Up Training
conducted by SCPwD with minimum accepted score of 80% as per SCPwD
guidelines.
5 Experience • The trainer should be certified by TSSC as ‘Train the Trainer’ and
Assessor And
• Worked as Customer Care Executive (Telecom Call Centre) for a
minimum of 6-8 months
• If graduate required 1 year of minimum experience
Customer Care Executive-Call Centre 24
Trainer Prerequisites for Persons with Low Vision
Sr.
No. Area Details
1 Description To deliver accredited training service, mapping to the curriculum detailed above,
in accordance with the Qualification Pack “PWD/TEL/Q0100, Version No. 1.0”.
2 Personal
Attributes
The individual should have good communication skills with a clear diction,
ability to construct simple and sensible sentences; ability to comprehend simple
English sentences; good problem-solving skills and ability to approach
problems logically; strong customer service focus; ability to work under
pressure and active listening skills. The individual should also be willing and
comfortable to work in shifts.
3 Minimum
Educational
Qualifications
Preferably equivalent to Matriculation or should be Graduate
4a Domain
Certification
Certified for Job Role: “Customer Care Executive (Telecom Call Centre)”
mapped to QP: “PWD/TEL/Q0100”, Version No. 1.0. Minimum accepted score
as per respective TSSC guidelines.
4b Platform
Certification
Recommended that the Trainer is certified for the Job Role: “Trainer”, mapped
to the Qualification Pack: “MEP/Q0102”. Minimum accepted score is 80%.
4c Disability
specific Top
Up module
The Inclusive Trainer should be certified in Disability Specific Top Up Training
conducted by SCPwD with minimum accepted score of 80% as per SCPwD
guidelines.
5 Experience • The trainer should be certified by TSSC as ‘Train the Trainer’ and
Assessor And
• Worked as Customer Care Executive (Telecom Call Centre) for a
minimum of 6-8 months
• If graduate required 1 year of minimum experience.
Customer Care Executive-Call Centre 25
Trainer Prerequisites for Locomotor Disability
Sr.
No. Area Details
1 Description To deliver accredited training service, mapping to the curriculum detailed above,
in accordance with the Qualification Pack “PWD/TEL/Q0100, Version No. 1.0”.
2 Personal
Attributes
The individual should have good communication skills with a clear diction, ability
to construct simple and sensible sentences; ability to comprehend simple
English sentences; good problem-solving skills and ability to approach problems
logically; strong customer service focus; ability to work under pressure and
active listening skills. The individual should also be willing and comfortable to
work in shifts.
3 Minimum
Educational
Qualifications
Preferably equivalent to Matriculation or should be Graduate
4a Domain
Certification
Certified for Job Role: “Customer Care Executive (Telecom Call Centre)”
mapped to QP: “PWD/TEL/Q0100”, Version No. 1.0. Minimum accepted score
as per respective TSSC guidelines.
4b Platform
Certification
Recommended that the Trainer is certified for the Job Role: “Trainer”, mapped
to the Qualification Pack: “MEP/Q0102”. Minimum accepted score is 80%.
4c Disability
specific Top
Up module
The Inclusive Trainer should be certified in Disability Specific Top Up Training
conducted by SCPwD with minimum accepted score of 80% as per SCPwD
guidelines.
5 Experience • The trainer should be certified by TSSC as ‘Train the Trainer’ and
Assessor And
• Worked as Customer Care Executive (Telecom Call Centre) for a
minimum of 6-8 months
• If graduate required 1 year of minimum experience.
Customer Care Executive-Call Centre 26
Annexure: Assessment Criteria
Assessment Criteria
Job Role Customer Care Executive (Telecom Call Centre)
Qualification Pack PWD/TEL/Q0100, V. 1.0
Skill Councils Skill Council for Persons with Disability and
Telecom Sector Skill Council
Sr No. Guidelines for Assessment
1 Criteria for assessment for each Qualification Pack will be created by the Sector Skill Council.
Each Performance Criteria (PC) will be assigned marks proportional to its importance in NOS.
TSSC will also lay down proportion of marks for Theory and Skills Practical for each PC.
2 The assessment for the theory part will be based on knowledge bank of questions created by
the TSSC
3 Individual assessment agencies will create unique question papers for theory part for each
candidate at each examination/training center (as per assessment criteria below)
4 To pass the Qualification Pack, every trainee should score overall of 70%.
5 In case of successfully passing only certain number of NOS's, the trainee is eligible to take
subsequent assessment on the balance NOS's to pass the Qualification Pack
Customer Care Executive-Call Centre 27
MARKS ALLOCATION
ASSESSMENT
OUTCOME
(NOS CODE AND
DESCRIPTION)
ASSESSMENT CRITERIA
(PC)
TOTAL
MARK
S
OUT OF
THEORY
SKILLS
PRACTIC
AL
1. TEL/N0100
(Attend/Make
customer
calls)
PC1. Obtain sufficient information from the
customer /client to understand the need
and perform initial task
100 10 10 0
PC2. Balance total number of minutes spent
talking to the customer, within specified limits
20 5 15
PC3. Restrict total number of minutes customer is
put on hold, within given time limits
20 5 15
PC4. Attain total number of minutes spent wrapping
up calls / notations/tagging within given time
limits
25 5 20
PC5. Achieve minimum typing speed and accuracy
as specified for the job role
25 5 20
Total 100
2.5
30
0
70
2.5 2. TEL/N0101
(Resolving
customer query,
request and
complaint)
PC1. Categorize customer’s interaction as a query,
request or a complaint
15 15 0
PC2. Verify customer’s details for any account
related information
20 10 10
PC3. Obtain sufficient information from the
customers to login their query, request or
complaint
20 10 10
PC4. Address customer’s query, request or
complaint on the basis of categorization
10 0 10
PC5. Provide estimate of resolution time to the
customer, if an immediate solution cannot be
found on-call
15 5 10
Customer Care Executive-Call Centre 28
PC6. Record the customer’s interaction as a query,
request or a complaint
5 0 5
PC7. Refer problem to a supervisor/floor
support/manager, if unable to resolve on-call
5 5 0
PC8. Resolve at least 80% of first level complaints
at front end, without any further escalations
10 5 5
Total 100 50 50
3.TEL/N0102
(Develop customer
relationship)
PC1. Categorize customers as per their value and
urgency of his QRC and provide quick
response
8 4 4
PC2. Capture customer feedback in a timely
manner
4 0 4
PC3. Exceed the specified maximum level of
customer satisfaction scores and ensure
instant customer feedback
8 4 4
PC4. Provide complete resolution and escalate
where necessary, to minimize repeat call
percentage
10 10 0
PC5. Adhere to organizational guidelines w.r.t. to
ACHT and AHT
5 5 0
PC6. Reassure customers of service promises
made by the organization
10 5 5
PC7. Balance customer's expectations with the
organization's service offerings
15 10 5
PC8. Give additional information to customers in
response to their questions and comments
about the service
10 6 4
PC9. Initiate greeting in customer’s preferred
language and switch to language spoken by
the customer on-call
5 0 5
PC10. Avoid use of jargons, slangs and technical
words
5 3 2
PC11. Maintain a flow of conversation keeping the
caller informed of action being taken
8 4 4
PC12.Educate customers about new
offers/products/services, as per their usage
pattern and specific needs
10 5 5
Customer Care Executive-Call Centre 29
PC13. Maintain appropriate levels of confidence of
customer data, throughout the call
2 2 0
Total 100 58 42
4.TEL/N0103
(Report and
review)
PC1. Review individual call login time/number of
dials/customer contacts/attendance for the
review period
30 20 10
PC2. Comply with parameters like opening
greeting, security checks, closing greeting,
hold/transfer/escalation protocol, first time
resolution % age and complete &correct
tagging/wrap up
40 25 15
PC3. Analyze self-reports like update on AHT,
login time, CRM report and ensure the same
is reviewed with the immediate superior
30 10 20
Total 100 55 45
5.TEL/N0104
(Proactive
selling)
PC1. Probe customers to understand their buying
behaviour and needs
25 10 15
PC2. Navigate through customer’s account history
to identify the usage pattern
25 0 25
PC3. Identify opportunity to pitch relevant
products/services
15 5 10
PC4. Offer customized solution from the range of
products/services available with the
organization
35 15 20
Total 100 30 70
Grand Total 500 500 223 277
Percentage Weightage: 40% 60%
Minimum Pass% to qualify (aggregate): 70%
Customer Care Executive-Call Centre 30
Accommodation Guideline recommended for Inclusive Trainers
Persons with Blindness and Low Vision
Characteristics
• The Learning happens through non-visual modes mostly by Touch, hence it is
recommended to use real, concrete materials.
• Listening will Include greater use of detailed and descriptive instructions.
• Training which relates to understanding of Smell and Taste real & concrete material should
be used e.g. Job Role of Pickle making Technician may include training on smell and taste.
Guidelines for Trainers
• Use existing visual skills where/when you can/seating closer to the blackboard. Lesser use
of reflective surfaces. Appropriate lighting. Use of contrast colors.
• Use specialized material available (Braille, Taylor frame, Math’s Kit)
• Use orientation and Mobility training
• Reserve a seat in the front row of the classroom (or, closer to the teacher).
• Keep the passages and available open spaces in the classroom clear.
• When speaking with the VI child specifically, address her/him by name.
• Modify/adapt assignments
• Provide students with tactile graphs and diagrams.
• Keep in mind, there may be instances when the VI student may not have had exposure to
the material discussed in class and for which the persons may not have a prior experiences
or references (for example, food in altered form: popcorn v/s whole corn, sliced mango v/s
the whole fruit/shape; materials and sources: water-ice, vapor; curd-buttermilk; milk-
cows), occupations (tailor, doctor, engineer).
• Use educational aids like talking books, tape-recorders, Use of Colour, contrast and texture
• Minimize noise so that students with VI can hear you speak
• When speaking, face the class.
• If you feel the VI student is not attentive, touch her/ him on the shoulder or arm to draw
attention; this also helps in indicating to the student that you are including her/him in your
instructions and discussions.
• Provide large print, Braille versions when needed so that the VI child can follow the
classroom’s text-based teaching and lessons along with the sighted peers.
• Use real objects to allow the student to learn and experience
• Provide students with tactile graphs and diagrams where available.
• Consider alternative assignments (as explained in the previous box)
Customer Care Executive-Call Centre 31
Persons with Locomotor Disability
Characteristics
Need specific requirement for a student with impairment to the lower limbs:
• Appropriate/suitable seating if not in a wheelchair;
• Adequate space and height of desk if the student is in a wheelchair;
• Consider alternative to activities involving writing, drawing and other fine motor activities,
such as sorting, threading, solving puzzles, etc. for persons with upper limb affected.
Some considerations as the students with physical disabilities may experience limitations in one
of the following ways:
• Difficulty in writing
• Sitting at a standard desk or on the floor;
• Participating in activities where tables and instruments are difficult to access
• Movements within the class and within the school;
• Mobility in spaces that are not user friendly for wheelchair.
Guidelines for Trainers
1. Make the classroom accessible.
2. Alternative modes of communicating such as audio recorder, or support for note taking,
gestures, pictures, computers may be used.
3. Provide accessible seating and a table in the classroom.
4. Make writers available for written work and for tests and exams.
5. Give additional time for completing assignments/exams
6. Provide a supportive and welcoming environment by sensitizing other students /staff and
creating a sense of responsibility in them.
7. should be comfortably seated and with proper posture.
8. Free movement of learners within the class must be ensured.
9. Learners can be shown pictures or other visual cues, concrete objects, a few at a time, for
better understanding.
10. Audio books, daisy books or books on computer, as found suitable, can be used for reading.
Alternatively, a classmate can read aloud to the child.
11. Make use of computers for teaching learning, if possible.
12. Extra time for writing should be given if the child is able to write on his / her own and there
should not be undue emphasis on the quality of writing as long as it is legible.
13. Students can use adapted brushes, modified pencils and thick markers that can be gripped
easily, for drawing. Alternatively, the children can use stamping methods or paste cut outs.
Customer Care Executive-Call Centre 32
The books, papers, brushes etc. can be fixed on the table with the help of tape etc. so that
they do not slip down.
14. For assessment, have students present the material orally or if required, with the help of a
scribe. Use objective type, multiple type questions using yes/no or true/false answers