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BPO-HOME
| 48 Hour Course Description
| 98 Hours Course Description |
COURSE
DESCRIPTIONS
48 Hours BPO/Call Center
Workshop Modules
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OVERVIEW OF THE BPO INDUSTRY AND CAREERS |
This program
provides prospective participants with knowledge of the BPO Industry
and career opportunities in the
Objectives:
1. To
introduce the BPO Industry and to help the prospective participants in
2. To assist
the prospective participants to have an easy access to BPO Industry
job opportunities
| BPO 10 | Understanding the BPO | Gives participants knowledge of the BPO industry and the opportunities it can present them. |
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PERSONALITY DEVELOPMENT |
This program
teaches the prospective participants goal setting and leadership;
values which are highly regarded in the BPO Industry.
1. To
emphasize the importance of goal setting and to assist the prospective
participants in establishing their individual initial career goals.
2. To assist
the prospective participants in becoming good leaders and to accept
responsibility for their decisions.
| Personality Development 10 | Boosting Self Esteem | Develops a healthy self esteem for the participants through a series of esteem boosting strategies |
| Personality Development 11 | Assertiveness
and |
Shows participants on how they can increase their confidence and defines the role of assertiveness as part of American culture. |
| Personality Development 12 | Art of Persuasion | Introduces participants behind the principle of finding the art of moving an audience to a specific decision |
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ENGLISH OPTIMIZATION |
This program
is designed to assist BPO Professionals and prospective participants
with English language proficiency. This course will address the basics
of language: grammar, diction, correct usage and oral expression.
Exercises in pronunciation and exposure to articulate English-speaking
individual are included.
Objectives:
1. To assist
prospective participants to express themselves in English.
2. To assist
prospective participants to attune their ears to the sounds of the
English language so they can pattern spoken English.
3. To assist
participants in gaining greater self-confidence in their English
language skills.
Modules:
| English Optimization 10 | Communication Process | Shows participants on the basics of the communication process and understanding the factors that affects effective communication. |
| English Optimization 20 | Speech Techniques | Introduce participants to the different speech techniques used in Standard American English |
| English Optimization 21 | American English Accent: Vowels | Immerse participants to the American English vowel pronunciation. Drills include skills practice in grading intensity. |
| English Optimization 22 | American English Accent: Diphthongs | Immerse participants to the American English diphthongs pronunciation. Drills include skills practice in grading intensity. |
| English Optimization 23 | American English Accent: Consonants | Immerse participants to the American English consonants pronunciation. Drills include skills practice in grading intensity. |
| English Optimization 30 | Business English | Teach participants on the most common English grammar rules. Includes practice drills for each grammar topic. |
| English Optimization 32 | Resume Writing | Assists participants on how to effectively communicate their experiences in a resume. Includes the dos and don’ts on proper résumé building. |
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INTERVIEW & COMMUNICATION SKILLS |
This program
is designed to assist BPO Professionals and prospective participants
to overcome negative selection interview results. The program
discusses the purpose of group, panel and voice interviews and
includes practice drills and participation in simulated interviews.
Objectives:
1. To assist
participants to use honesty and confidence in interviews.
2. To teach
techniques in body language and communication skills that will assist
Modules:
| Communication Skills 10 | Active Listening | Teaches participants on keys to effective listening and shows the different techniques on active listening. |
| Communication Skills 20 | Succeeding an Interview | Gives practical advise on how participants can create a positive image and ace the different kinds of interviews |
| Communication Skills 21 | Psychology Behind Interview Questions | Shows participants on the meaning of common interview questions and how they should respond to these questions. |
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VOICE OF
THE CUSTOMER -- FUNDAMENTALS IN |
This program
enhances the skills of BPO Professionals and prospective participants
in interacting with customers. At the end of this course, the
prospective participants will have acquired the ability to understand
quality customer service.
Objective:
1. To assist
prospective participants in developing a positive attitude towards
customers and to motivate them in always offering their best endeavors
in customer service.
2. To
emphasize patience in the professional handling of customers and to
sharpen their listening and client interaction skills.
Modules:
| Customer Service 10 | Introduction to Customer Service | Equips participants on the basics of the customer service cycle and the proper attitude in creating world class customer support |
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USA CULTURE AND GEOGRAPHY |
This program
will familiarize BPO Professionals and prospective participants with
American culture and geography. At the end of this course, the
prospective participants will have acquired a general understanding of
this large country. Topics covered include the several time zones, the
geographical regions, regional characteristics, and nuances of the
varying lifestyles, speech patterns and other subtle cultural
diversities brought on by history.
Objectives:
1. To
introduce basic
2. To stress
that knowledge of American culture and attitudes are essential.
3. To teach
the importance of knowing the states of the
Modules:
| US 10 | American Thoughts and Culture | Familiarizes
participants on the " |
| US 20 | US Geography | Familiarizes
participants in the different states, geographical areas, and
famous landmarks in the |