International BPO Executive: Voice Process/Non-Voice Process

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About Course

This International BPO Executive course is a specialized online certification program designed to equip individuals with the skills necessary to work in the international Business Process Outsourcing (BPO) sector. The course focuses on preparing you for roles that involve interacting with clients and customers from different countries, primarily the United States, United Kingdom, and Australia. It goes beyond basic communication to include topics like accent neutralization, cultural sensitivity, and working with different time zones. The curriculum covers both voice processes (inbound and outbound calls) and non-voice processes (email and chat support), making you a versatile candidate. The training is practical and job-oriented, often including mock interviews and role-playing exercises to build confidence and readiness for the workplace.

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What Will You Learn?

  • You will learn a comprehensive set of skills, including:
  • Communication Skills: Mastering verbal and written English for professional settings, improving grammar, vocabulary, and sentence structure.
  • Voice & Accent Neutralization: Techniques to reduce Mother Tongue Influence (MTI) and adopt a neutral accent that is easily understood by international clients. This includes focusing on pronunciation, intonation, and rhythm.
  • Customer Service Excellence: How to handle a variety of customer interactions, including difficult or angry customers. You'll learn the importance of empathy, active listening, and problem-solving to ensure customer satisfaction.
  • Technical & Sales Skills: Basic technical support skills to assist with common issues and foundational sales concepts like upselling and cross-selling.
  • Professional Etiquette: Proper email and chat etiquette, as well as telephone manners, to maintain a professional demeanor.
  • Computer & Software Proficiency: Basic computer skills, including Microsoft Office, and an introduction to Customer Relationship Management (CRM) and other industry-standard software.
  • Interview Preparation: Resume building, mock interviews, and tips for navigating the recruitment process to secure a job.
  • Workplace & Soft Skills: Time management, stress management, and cultural awareness to thrive in a fast-paced, international work environment.

Course Content

Module 1: Introduction to the BPO Industry
This module provides a foundational overview of the Business Process Outsourcing (BPO) and Information Technology Enabled Services (ITES) sectors. It's designed to introduce you to the core concepts of outsourcing, the different types of work you might encounter (voice vs. non-voice, inbound vs. outbound), and the unique culture of the industry, including work shifts and time zones. By the end of this module, you'll have a clear understanding of the industry's landscape and the potential career paths it offers.

  • Lesson 1.1: Overview of the BPO and ITES Sectors 🌍
  • Lesson 1.2: Types of BPO Processes 🗣️✍️
  • Lesson 1.3: BPO Work Culture, Work Shifts, and Time Zones ⏰
  • Lesson 1.4: Career Path and Growth Opportunities 📈

Module 2: Communication and Language Mastery
This module is a deep dive into the most critical skill for a BPO professional: communication. It focuses on both verbal and non-verbal aspects. You'll learn how to master your voice, improve your grammar and vocabulary, and neutralize your accent for global communication. Additionally, it covers active and reflective listening techniques, which are essential for truly understanding and addressing customer needs. The goal is to equip you with the language skills needed to sound professional, clear, and confident on every call and in every written interaction.

Module 3: Customer Service and Call Handling
This module focuses on the art and science of providing excellent customer service. It covers the fundamentals of building rapport with customers and the specific protocols for handling phone calls, such as proper greetings, transferring calls, and professional closures. You'll also learn vital soft skills like empathy and conflict resolution, which are crucial for navigating difficult customer interactions. The module provides practical strategies for using positive language and handling escalations, ensuring you can turn any challenging situation into a positive one.

Module 4: Non-Voice Processes
This module is dedicated to non-verbal communication channels within the BPO industry. It provides a comprehensive guide to email and chat support, which are becoming increasingly prevalent. You will learn the best practices for professional email etiquette, including writing effective subject lines and structuring your messages. For chat support, the module covers real-time communication skills and the importance of typing speed. Finally, it emphasizes the importance of accurate documentation and note-taking, a key skill for all non-voice roles.

Module 5: Technical and Process Knowledge
This module introduces you to the essential technical tools and operational concepts used in the BPO world. It provides an overview of Customer Relationship Management (CRM) software and ticketing systems, the backbone of customer support operations. You'll also learn basic troubleshooting and technical support principles. A key focus is on understanding and adhering to Service Level Agreements (SLAs) and Quality Assurance (QA) metrics, which are the standards by which your performance will be measured.

Module 6: Professional Development and Interview Preparation
This module is your guide to landing and succeeding in a BPO job. It provides actionable advice on creating a compelling resume and a professional profile. The module also prepares you for the interview process with common questions and mock interview scenarios. Beyond the interview, it covers essential soft skills like personality development, professional attire, and body language. Finally, it offers practical strategies for managing stress and time in a fast-paced BPO environment, setting you up for long-term success.

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