CBSE Class 12 Practical Handbook BPO Manual

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NCERT Book for Class 12 Other Subjects Practical Handbook Bpo Manual

Class 12 Other Subjects students should refer to the following NCERT Book Practical Handbook Bpo Manual in Class 12. This NCERT Book for Class 12 Other Subjects will be very useful for exams and help you to score good marks

Practical Handbook Bpo Manual NCERT Book Class 12

PRACTICAL HANDBOOK – COURSE ON BPO’S
Using role play method practice the customer handling procedure
 
Telephone handling skills
Key points to be remembered;
 
TELEPHONE HANDLING SKILLS
The place where we provide telephonic customer services is called a contact centre or a call centre. There are two main types of call centers: - inbound and outbound
Inbound Contact Centre: - An inbound call center takes incoming calls. Inbound call centers can be customer service departments, tech support numbers, sales inquiries coming from a published number on a website, complaint hot lines, service departments, or even your receptionist if you only have one published number.
Functions: - The major functions handled in inbound call centers include the number of calls being handled, the quality of these calls, and how these calls were handled or directed.
Outbound Contact Centre:-An outbound call center makes calls to outside parties. For outbound call centers, some major applications include sales, marketing, confirmations, fund-raising and quality control.
 
Functions: - The agents are required to make calls, for collections, sales or marketing, etc.
Skills required for handling calls:-
• Communication Skills
• Active Listening Skills
• Paraphrasing Skills
• Empathy
• Probing Skills
• Problem Solving Skills
• Task rapport Balance
• Customer Service Skills
 
Role play 1

Background: - New York’s “A” Grade Travel co. “Travel Cruise” was known for its Holiday Tours and Travel Packages for families. Mr. Johnson planned a holiday to the country side and was quite excited about spending a good time with his Family. He had made plans to go to the Beach and rent an accommodation for his family’s comfort. He made a Phone call to “Travel Cruise” to make the arrangements.
 
During his call he was made a promise to receive his conformation and the holiday package details by the agent. The agent confirmed the holiday to Mr. Johnson and took his credit card details.
 
After receiving his account statements from the bank – Mr. Johnson was surprised that he was billed twice on his Credit card and he didn’t receive the package on time as committed by the Holiday Company. After calling the bank he got even more worried as the customer service agent hung up on him after listening to his problem.
 
Mr. Johnson again called the holiday co. and asked for the customer service. He had to explain his problem and the matter was still pending. He wanted to speak with the supervisor or the manager however he was told that usually the manager do not take calls and the agent was very rude to him.
 
Mr. Johnson felt cheated and thought there is a fraud done with him. So he called the bank once again however the customer care officer told him that there is some technical error and he needs to call after two days.
 
However that would not just solve the purpose, two days seemed to be a very long time for Mr. Johnson. He was feeling absurd and was also skeptical about his getting his money back. Very next morning he got his welcome kit however it had an apology letter which stated that due to technical error his package was cancelled, when he got to know that he will not be able to go for a holiday, he got mad at the company and decided to file a case in the consumer court.
 
Right after he received his welcome kit, he received his bank statements and found that the money was not reversed into his account as committed by the Holiday Co.
 
His Concern: - Mr. Johnson is in a situation where he is unhappy, the holiday co. has cancelled his holiday and charged him twice on his credit card. The bank is not giving him the clarity as to what happened. There is a heavy interest amount which has been charged to him for exceeding his credit limit.

Please refer to the link below for - CBSE Class 12 Practical Handbook BPO Manual

CBSE Class 12 Accounting for Business Cost Sheet
CBSE Class 12 An Introduction to Creativity
CBSE Class 12 Application of Computer in Library
CBSE Class 12 Banking Operations
CBSE Class 12 Business Process Outsourcing Part 1
CBSE Class 12 Business Process Outsourcing Part 2
CBSE Class 12 Clearing Reports Downloads
CBSE Class 12 Contents of Balance Sheet
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CBSE Class 12 Economics Consumers Equilibrium
CBSE Class 12 Economics Determination of Income
CBSE Class 12 Economics Evolution of Money
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CBSE Class 12 Economics Foriegn Exchange Rates
CBSE Class 12 Economics National Income
CBSE Class 12 Economics Producers Behaviour and Supply
CBSE Class 12 Economics Production Possibilities Curve
CBSE Class 12 Elements of Drama
CBSE Class 12 Elements of Fiction
CBSE Class 12 Engineering Bearings
CBSE Class 12 Engineering Isometric Projection
CBSE Class 12 Engineering Machine Drawing
CBSE Class 12 Engineering Pulleys
CBSE Class 12 Engineering Rod Joints
CBSE Class 12 Engineering Shaft Couplings
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CBSE Class 12 Entering the Transactions in Tally
CBSE Class 12 Fashion Studies Basics of Garment Making
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CBSE Class 12 Introduction to Article Writing
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CBSE Class 12 Learning How to Write the Short Story
CBSE Class 12 Library Cataloguing
CBSE Class 12 Library Classification
CBSE Class 12 Macroeconomics in Hindi Part 1
CBSE Class 12 Macroeconomics in Hindi Part 2
CBSE Class 12 Macroeconomics in Hindi Part 3
CBSE Class 12 Macroeconomics in Hindi Part 4
CBSE Class 12 Modern Library and Information Services
CBSE Class 12 Modes of Theatrical Presentation
CBSE Class 12 Operations of Depository
CBSE Class 12 Order and Trade Management
CBSE Class 12 Philosophy Of Education
CBSE Class 12 Philosophy Education For Character Development
CBSE Class 12 Physics Lens and Mirror
CBSE Class 12 Practical Handbook BPO Manual
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CBSE Class 12 Talks and Speeches
CBSE Class 12 Technical Processing of Documents
CBSE Class 12 Trading Reports Download
CBSE Class 12 Traditional Library and Information Services
CBSE Class 12 Translating Technical and Business Registers
CBSE Class 12 Translation and the Translator
CBSE Class 12 Translations of Business Registers
CBSE Class 12 Understanding NEAT System
CBSE Class 12 Understanding Short Stories
CBSE Class 12 Understanding the Rolling Settlement
CBSE Class 12 Web Based Search
CBSE Class 12 Writing Essays
CBSE Class 12 Writing Reviews
CBSE Class 12 Writing Short Stories
CBSE Classs 12 Fashion Studies Book
NCERT Class 12 Heritage Craft Colonial Rule and Crafts
NCERT Class 12 Heritage Craft Craft In the Age of Tourism
NCERT Class 12 Heritage Craft Craft In The Past
NCERT Class 12 Heritage Craft Design and Development
NCERT Class 12 Heritage Craft Mahatma Gandhi and Self Sufficiency
NCERT Class 12 Heritage Craft Production and Marketing
NCERT Class 12 Heritage Craft The Crafts Community Today
NCERT Class 12 Heritage Crafts Craft Tradition Of India Carfts In The Age Of Tourism
NCERT Class 12 Heritage Crafts Craft Tradition Of India Design and Development
NCERT Class 12 Heritage Crafts Craft Tradition Of India The Crafts Community Today
NCERT Class 12 Heritage Crafts Tradition Of India Colonial Rule and Crafts
NCERT Class 12 Heritage Crafts Tradition Of India Crafts Bazaars
NCERT Class 12 Heritage Crafts Tradition Of India Crafts In Past
NCERT Class 12 Heritage Crafts Tradition Of India Handloom and Handicrafts Revival
NCERT Class 12 Heritage Crafts Tradition Of India Mahatma Gandhi and Self Sufficiency
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