Counseling, Skill & Management Development Institute For Self-Employment

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COSMDISE

Call Centre Management

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Fees: Rs 6000/ only

Syllabus:

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¨ Introduction, , Information & applications related to Call Centres such as Concept/ Architecture of a call center, Application Software, System Software, Call Analyzer, Types, Category, Commercial proposals, Role of IT & Telecom in call center, Networking need of  customers, Information retrieval from data bank through  SQL, Web enabled solutions,  Online Marketing, Handling Money on Net, Customer Care & service Management, Security Issue Cryptography, Digital Signature, STO, Firewall, EDI, Integration of marketing, Virtual office, Logistic Management with call center.

¨ Phonetics, Language Variations, English Language-accent, Spelling & Pronunciation-letters & sound, Rhythm, Stress, Intonation-refinement of using a foreign language, IPA symbols, Vowel sounds & diphthongs, Consonants sounds, Pitch, Tune/Tone-Shapes, Falling Tone, Rising tone, Tone group and Tonic, Timed rhythm, Functional shift of stress, word with Prefix & suffix, Accent in compound words.

¨ Communication Skill, Reading Skills, skimming, scanning, extensive Reading, Listening skill, Recorded material, Semantic Words, Use of Abbreviations, Static Description, Listening to the radio, Communication-Purpose, Function Process & Models, Barriers to communication, Types O barriers, Communication with word, Without Word, Oral communication, Electronic Media communication.