General Instructions:

All the points mentioned in the Curriculum alignment document are very
Methodology (Column E) can be PPTs, Audio Videp, Role Play,
NOS Reference coloumn should be filled as mentioned in the example.
Before sending to TSSC, cross check properly whether all the aspects
Any gaps in the alignment would result in re-work and associated time
There should be no modification in the format of curriculum alignment
<< NAME OF THE JOB ROLE>>
QP Reference ID
TEL/Q0100
Name of Training Provider
Total Duration of Training In Days
In Hours
Training Proportion Theory (%)
Practical (%)
Days Duration
Example
Day1 3 hrs
Day 2 3 hrs
Day 3 3 hrs
Day 4 3 hrs
Day 5 3 hrs
Day 6 3 hrs
Day 7 3 hrs
Day 8 3 hrs
Day 9 3 hrs
Day 10 3 hrs
Day 11 3 hrs
Day 12 3 hrs
Day 13 3 hrs
Day 14 3 hrs
Day 15 3 hrs
Day 16 3 hrs
Day 17 3 hrs
Day 18 3 hrs
Day 19 3 hrs
Day 20 3 hrs
30
90
66%
34%
Session Name / Subject/Topic
Instore promoters - Roles and Responsibilities
Typical store setup
Intro to Indian Mobile phone market part 1
Intro to Indian Mobile phone market part 2
Technical introduction to mobile phones
Technical introduction to mobile accessories
Types of customers
Before handling customer : grooming
Before handling customer : reading skills
Before handling customer : listening skills
Before handling customer : writing skills
Before handling customer : speaking skills
Intro to MS office
Email Etiquette
Lead generation
Approaching customers
Promoting brands/offers
Product demonstration techniques
Life cycle of a sale
Sales targets and how to achieve them
Overall Learning Objectives :
By the end of the course, the students will be able to
(a) Understand the BPO industry with its work environment
(b) Deliver/perform the job of a CSE/CSA/CSR with all the key skills
SAMPLE DATA
Session Learning Objectives Methodology
categorize customersinteraction as a query, request or a complaint
resolve at least 80% of first level complaints at front end, without any further
escalations
ROLE PLAY/WORKSHEET/AV
how to behave assertively and professionally
role and importance of the helpdesk in supporting business operations KB2. how
to receive and make calls, including answering the call within specified number of
rings, call forward, call hold and call transfer
ROLE PLAY/WORKSHEET/AV
mention remarks in CRM on customer Q R C within the ACHT
identify with the problem narrated by the customer, interpret and communicate
the same for apt resolution, within the ACHT
ROLE PLAY/WORKSHEET/AV
interpret the reports and be able to compare with targets/performance. discuss
self performance basis performance criteria with the superior. ROLE PLAY/WORKSHEET/AV
providing service assistance to customers via phone
ROLE PLAY/WORKSHEET/AV
Understand the different words/terms used a call centre
ROLE PLAY/WORKSHEET/AV
Developing healthy and strong rapport/relationship with the existing as well as
prospective customers
ROLE PLAY/WORKSHEET/AV
A single desk to reach out for the customer for getting response to his queries,
requests or complaints. A help desk is manned by specialists who are well versed
with their organization and its products and services
ROLE PLAY/WORKSHEET/AV
The basic knowledge about the usage of computers
ROLE PLAY/WORKSHEET/AV
The basic knowledge about the usage of MS WORD, MS EXCEL, MS
POWERPOINT
ROLE PLAY/WORKSHEET/AV
Internal tools/applications of an organization that work only within the network of
the organization
ROLE PLAY/WORKSHEET/AV
Keeping the track of the CSEs' performance progress
ROLE PLAY/WORKSHEET/AV
Finding opportunities to pitch telecom products and services on call
ROLE PLAY/WORKSHEET/AV
Managing good repo with the colleagues and adhering to the workplace rules &
regulations
ROLE PLAY/WORKSHEET/AV
Skills to reach more customers with professional approach to reach the targets or
even exceed the given target ROLE PLAY/WORKSHEET/AV
Understanding the the customers and communicating effectively
ROLE PLAY/WORKSHEET/AV
Understanding the basic usage of internet to work effectively
ROLE PLAY/WORKSHEET/AV
To be able to send or check emails for faster and accurate service
ROLE PLAY/WORKSHEET/AV
To be able to convince irate customers about the error/lack of service
ROLE PLAY/WORKSHEET/AV
The channel for escalating the issue/problem of the customer to a supervisor or
senior who possesses more expertise in handling and resolving customers
concern.
ROLE PLAY/WORKSHEET/AV
NOS Reference Facilitator(s)/Trainer(s)
TEL/N0101- PC1,PC8,KA7 <<Write the Facilitator's / Trainer's name >>
TEL/N0101 - KB3,KB4,KA5KA6,SB11,SB12
TEL/N0102 - KA1,KA2,SB1,SB2
TEL/N0101- SA1,SA2 TEL/N0101-
PC1,PC2,PC3,PC4,PC5,PC6
TEL/N0101-KB1,KB2,KB,KB4,SA3
TEL/N0102- PC5,PC6,PC7,PC8
TEL/N0103-PC1,PC2,PC3 TEL/N0103-
K1,K2,KB2
TEL/N0100-KB1,KB2,KB3,KB4 TEL/N0100-
SA3,SA4,SA5,SB9,SB10,SB11,SB12 ABHI
TEL/N0101-K1,K2,KA10,SA6,SA7,KB1 ABHI
TEL/N0102-
PC1,PC2,PC,PC4,PC5,PC6,SB2,SB3, SB4
TEL/N0101-SA1,SA2
Murty
TEL/N0100-KB1,KB2,KB3,KB4 TEL/N0101-
KB1,KB2,KB3,KB4
Murty
TEL/N0100-KB1,KB2,KB3,KB4 TEL/N0101-
KB1,KB2,KB3,KB4
Murty
TEL/N0100-KB3,KB4 TEL/N0100-
KB13
Murty
TEL/N0103-PC1,PC2,PC3 TEL/N0103-
K1,K2,KB2
Murty
TEL/N0104-
PC1,PC2,PC,PC4,KB2,SA1,SA2,SA4,SA5,SA
6
Shri
TEL/N0102-K5 TEL/N0100-
KA4,KA6,KA7,KA8,KA9,KA11,KA12
Done
TEL/N0102-
PC9,PC10,PC11,PC12,PC13,SB2,SB3,SB4,S
B5
TEL/N0100-SA8,SA9,SA10,SA11,SA12
TEL/NO101-KB1,KB4
TEL/N0103-KB1
TEL/N0101-KB1,KB2,KB3,KB4
TEL/N0101-SB2,SB3,SB4,SB5,SB6,SB7,SB8
TEL/N0102-PC4,KB4
Remarks, if any
<< Write remarks / comments, if required >>