BPO Industrial Training – SSDITS ACADEMY

About Course

Objective: To prepare candidates for employment in Domestic and International BPO, Customer Support, Technical Support, Banking Process, Healthcare Process, E-commerce Support, and Back Office Operations.

Course Structure

Module	Duration	Hours
Foundation Skills	5 Days	30 Hours
Communication & Soft Skills	8 Days	48 Hours
BPO Process Knowledge	10 Days	60 Hours
CRM & Customer Support Tools	7 Days	42 Hours
Practical Live Process Training	10 Days	60 Hours
Placement Preparation	5 Days	30 Hours

Total Learning Duration: 45 Days (270 Hours)
Total Practical Duration: 45 Days (135 Hours) Live Interaction on Process.

Rewards will be Granted to students as follows:

Topper of the Batch: 1 Year Free Movie Tickets
100% Attendance: 2 Free Movie Tickets Each
High Score in Weekly Assesment: 2 Movie Ticket to Each Top 5 Students.

Certification

Participants who successfully complete the course and pass the final assessment will receive a SKILL INDIA By Ministry of Skill Development and Entrepreneurship recognised Certificate in BPO Industrial Training, qualifying them for entry-level roles such as Customer Support Executive, Chat Support Executive, Email Support Associate, Technical Support Associate, Back Office Executive, Process Associate, and Customer Service Representative in domestic and international BPO organizations.

Learning Outcomes:
Upon successful completion, learners will be able to:
Understand the structure and operations of the BPO/ITES industry.
Communicate confidently in professional English with customers.
Handle voice, chat, email, and back-office support processes.
Use CRM and helpdesk platforms for customer case management.
Resolve customer queries using standard service practices.
Apply quality, compliance, and data privacy standards in BPO environments.
Demonstrate workplace professionalism, teamwork, and time management.
Perform effectively in simulated live business processes and meet basic productivity metrics.
Prepare professional resumes, succeed in interviews, and be job-ready for domestic and international BPO roles.

Course Content

MODULE 1 – BPO Industry Foundation

Day 1 Introduction to BPO Industry

10:00
Assessment Day 1
Voice Assessment Part 1
Voice Assessment Part 1.2
Day 2 BPO Types, Processes & Work Models

09:01
Assessment Day 2
Voice Assessment Part 2
Day 3 BPO ROLES & ORGANIZATIONAL STRUCTURE

08:17
Assessment Day 3
Voice Assessment Part 3

MODULE 2 – Business Communication & Soft Skills

Day 4 – Communication Skills for BPO Professionals

14:07
Assessment Day 4
Voice Assessment Part 4
Day 5 – English Speaking & Grammar for BPO

13:49
Assessment Day 5
Voice Assessment Part – 5
Day 6 – ACCENT, PRONUNCIATION & NEUTRAL ENGLISH

08:37
Assessment Day – 6
Voice Assessment Part – 6

MODULE 3 – Customer Service Excellence

MODULE 4 – Voice Process Training

Day 8 – Inbound Calling and Call Handling

06:40
Assessment Day 8
Voice Assessment 8
Day 9 – Outbound Calling & Telecalling Skills

07:22
Assessment Day 9
Voice Assessment 9
Day 10 – Customer Complaint & Difficult Customer Handling

06:21
Assessment Day 10
Voice Assessment 10
Mock Calls 1 – Assessment
Mock Calls 2 Assessment
Mock Calls 3 – Assessment
Mock Calls 4 – Assessment

MODULE 5 – Non-Voice Process

MODULE 6 – CRM & Helpdesk Software

Day 12 – BPO Technology & CRM Tools

07:11
Assessment Day 12
Voice Assessment 12
Day 13 – Data Entry, Documentation & Back-Office Operations

06:54
Assessment Day 13
Voice Assessment 13
Day 14 – BPO Quality Assurance (QA)

07:00
Assessment Day -14
Voice Assessment 14
Day 15 – BPO Metrics & KPIs

06:24
Assessment Day 15
Voice Assessment 15

MODULE 7 – Compliances and Data Security

MODULE 8 – Workplace Behaviour and Professionalism

MODULE 9 – Popular Industry Verticals

MODULE 10 – Live Process Simulation

MODULE 11 – Employability Skills

MODULE 12 – Final Assessment & Certification

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About Course

Course Structure

Rewards will be Granted to students as follows:

Certification

What Will You Learn?

Course Content

MODULE 1 – BPO Industry Foundation

Day 1 Introduction to BPO Industry

Assessment Day 1

Voice Assessment Part 1

Voice Assessment Part 1.2

Day 2 BPO Types, Processes & Work Models

Assessment Day 2

Voice Assessment Part 2

Day 3 BPO ROLES & ORGANIZATIONAL STRUCTURE

Assessment Day 3

Voice Assessment Part 3

MODULE 2 – Business Communication & Soft Skills

Day 4 – Communication Skills for BPO Professionals

Assessment Day 4

Voice Assessment Part 4

Day 5 – English Speaking & Grammar for BPO

Assessment Day 5

Voice Assessment Part – 5

Day 6 – ACCENT, PRONUNCIATION & NEUTRAL ENGLISH

Assessment Day – 6

Voice Assessment Part – 6

MODULE 3 – Customer Service Excellence

Day 7 – Customer Service Fundamentals

Assessment Day 7

Voice Assessment Part 7

MODULE 4 – Voice Process Training

Day 8 – Inbound Calling and Call Handling

Assessment Day 8

Voice Assessment 8

Day 9 – Outbound Calling & Telecalling Skills

Assessment Day 9

Voice Assessment 9

Day 10 – Customer Complaint & Difficult Customer Handling

Assessment Day 10

Voice Assessment 10

Mock Calls 1 – Assessment

Mock Calls 2 Assessment

Mock Calls 3 – Assessment

Mock Calls 4 – Assessment

MODULE 5 – Non-Voice Process

Day 11 – Email and Chat Support

Assessment Day 11

Voice Assessment 11

MODULE 6 – CRM & Helpdesk Software

Day 12 – BPO Technology & CRM Tools

Assessment Day 12

Voice Assessment 12

Day 13 – Data Entry, Documentation & Back-Office Operations

Assessment Day 13

Voice Assessment 13

Day 14 – BPO Quality Assurance (QA)

Assessment Day -14

Voice Assessment 14

Day 15 – BPO Metrics & KPIs

Assessment Day 15

Voice Assessment 15

MODULE 7 – Compliances and Data Security

Day 16 – Process Compliance, Data Security & Ethics

Day 16 Assessment

Voice Assessment Day 16

MODULE 8 – Workplace Behaviour and Professionalism

Day 17 – Teamwork, Workplace Behaviour & Professionalism

Assessment Day 17

Voice Assessment Day 17

DAY 18 – Problem Solving, Critical Thinking & Escalation Management

Assessment Day 18