BPO Management

Skill Based Elective I COMMUNICATION AND PERSONALITY DEVELOPMENT

Unit I What is Spoken English? - Grammar-What is Grammar?- Sentences-Parts Of Speech-Tenses-Active & Passive voice-Direct & Indirect Speech-Articles-Exercises Unit II
,

(Semester III)

How to Introduce Yourself?-How to Speak on a Topic?-Stories for practice-Common Mistakes in English-How to Make a Conversation?-Rapport Building Unit -III Phonetics-Syllable Stress Intonation-Tongue Twisters- Listening skills

Unit -IV What is Personality?-Overcoming Shyness-Confidence Building-Attitude-Self-Motivation-Body Language-Leadership Skills - Basic Aptitude - Resume writing-Group Discussions

Unit V Office Etiquettes-Interpersonal Skills-Time Management-Conflict Management-Managing Anger & Abuse- Stress Management- Types of customers Customer handling techniques

References Deborah Rumsey, Statistics for Dummies, Wiley Publishing Inc, London, UK, 2003 Jack Windsor Lewis, Studies in General and English Phonetics, London, UK, 2005

Skill Based Elective II INFORMATION TECHNOLOGY

Unit I Basics of Computer Elements Input and Output devices Unit II

(Semester IV)

Software System Software Application Software Utility Software Hardware Unit - III Network Introduction Advantages and Disadvantages Types of network Relationships Line Configuration Topology Transmission Mode LAN Access Method Unit IV Switching Techniques WAN Devices OSI Layers Virus Anti Virus Software Firewalls - Internet Introduction Applications and Components Features Web Browsers Web Sites Chatting Email Leased Line Broad band VOIP Basics of routers

Unit V MS Word MS Power Point- MS Excel

References David Rivers, Word 2003, 2004, Essential Training [MOV], lynda.com, Inc Publications, New York, USA Ellen Finkelstein, How to Do Everything with Microsoft Office PowerPoint, McGraw-Hill Osborne Media, New Delhi, 2003. Jill Murphy, Microsoft Office Word- Comprehensive Course, Labyrinth Publications, 2003. New York, USA

Skill Based Elective III BPO CONCEPTS

Unit - I Introduction to BPO- Benefits of BPO IT based and Non-IT based BPO(s) Unit - II

(Semester V)

Global ITES scenario - Indian BPO industry Need and Future Employment Opportunities in BPO(s) Unit - III Types of BPO(s) Contact Center Healthcare Transaction Processing Human Resources Unit - IV BIFS Data Management Transcription Insurance KPO Basics Unit - V Case Studies.

References Jack Windsor Lewis, Studies in General and English Phonetics, London, 1998 Joseph Devlin, M.A., The Christian Herald, New York, 1999

Skill Based Elective I OPERATIONS MANAGEMENT

Unit I

(Semester V)

Problem solving- Linear regression- Pareto Principle- Fish Bone Analysis- Mean -Standard DeviationCorrelation- and Weighted average Unit II Forecasting- Staffing and Scheduling Unit III Client Satisfaction and DISSAT Quality monitoring Mechanism - Performance Review -ABAY and TBAY approach Production. Unit IV Six- Sigma (Continuos Improprement Process) Unit V MPR MBR Reporting process lab practice.

References Balasubramaniyan, K., Essence of Customer Relationship Management, 2005 Saravanavel.P.,Research Methodology, Vespartek Publishers Pvt. Ltd., New Delhi 1987. Emil J.Posaval., Raymond G.Carey Programme Evaluation Methods and case Studies Prentice Hall, Inc. Ltd. New Jersey, 1980.

Skill Based Elective V CONTACT/CALL CENTER MANAGEMENT

Unit I Introduction to contact / Call Center- Classification of Contact Center Unit II Hierarchy and Team Structure Unit- III Software / Hardware (Voice and Non-Voice process)

(Semester VI)

Unit IV Process Management- Quality Targets & Consistency Non Voice Processing ToolsUnit V Mock Call Scenarios- COPC

References Keith Dawson, The Call Center Handbook, (5th Edition), CMP Press, 2005 Mark Kobayashi and Hillary, Outsourcing to India, Springer Publication, 2004

Skill Based Elective VI

LIVE TRAINING ON BPO

(Semester VI)