Model Curriculum - nsdcindia.org · Training Outcomes After completing this programme, ... •...

Customer Care Executive -Call Centre

Model Curriculum Customer care Executive

(Telecom Call Centre)

SECTOR: TELECOM

SUB-SECTOR: SERVICE PROVIDER

OCCUPATION: CUSTOMER SERVICE

REF ID: PWD/TEL/Q0100, V1.0

NSQF LEVEL: 4

Curriculum Aligned

for

Persons with Blindness

Persons with Low Vision

and

Persons with Locomotor Disability


TABLE OF CONTENTS

1.Curriculum 01

Curriculum Aligned for Blindness 02

Curriculum Aligned for Low Vision 08

Curriculum Aligned for Locomotor Disability 16

2.Trainer Prerequisites 23

Trainer Prerequisites for Blindness 23

Trainer Prerequisites for Low Vision 24

Trainer Prerequisites for Locomotor Disability 25

3.Annexure: Assessment Criteria 26

4.Accommodation Guideline for Inclusive Trainer 30

Guideline for Persons with Low Vision and Blindness 30

Guidelines for Persons with Locomotor Disability 31

Customer Care Executive-Call Centre 1

Customer Care Executive (Telecom Call Centre)

CURRICULUM / SYLLABUS

This program is aimed at training candidates for the job of a “Customer care Executive (Telecom Call

Centre)”, in the “Telecom” Sector/Industry and aims at building the following key competencies amongst

the learner

Program Name Customer Care Executive (Telecom Call Centre)

Qualification Pack

Name & Reference ID.

ID

PWD/TEL/Q0100, Version 1.0

Version No. 1.0 Version Update Date 31 – 05 – 2017

Pre-requisites to

Training 10+2 or equivalent

Training Outcomes After completing this programme, participants will be able to

• Attend/make customer calls

• Understand Call Centre specific concepts

• Resolving customer query, request, and complaint

• Provide information regarding products and services to the

customer

• Handle and resolve customer’s complaints/requests

• Capture/take notes of customer interaction in the Customer

Relationship Management (CRM) tool/software

• Monitor and manage key performance through reports and

review

• Develop customer relationship

• Develop soft skills and professional skills

• Understand technical skills (CRM software)

• Learn the concept of proactive selling

• Understand Interview and its related FAQ’s

This course encompasses 5 out of 5 National Occupational Standards (NOS) of “Customer Care Executive

(Telecom Call Centre)” Qualification Pack issued by “TSSC: Telecom Sector Skills Council. The Curriculum

is Aligned by Skill Council for Persons with Disability for Persons with Disabilities


Curriculum Aligned for Persons with Blindness

Sr.

No.

Module Key Learning Outcomes

Equipment

Required

Disability wise

Training Tools with

reference to

Expository for Each

NOS

1 Introduction to

Customer Care

Executive

Theory Duration

(hh:mm)

05:00

Practical/Interactive

class Duration

(hh:mm)

00:00

Corresponding NOS

Code

NA

• State the objectives of the program

• Describe the Telecom industry in India

• Understand the concept of a call

Centre and help desk

• Discuss the hierarchy in a call Centre

and the career progression of a

Customer Care Executive (CCE) in a

call Centre

• Understand the roles and

responsibilities of a CCE

• Explain the concept of customer

service and its importance in the role

of a CCE

NA These tools may be

used during the

different jobs:

• Clear View+

Speech Zoom Ex

• Kurzweil,

• ABBY Fine Reader

• Tesseract

• Non-Visual

Desktop Access

(NVDA),

• Job Access with

Speech (JAWS),

• System Access to

Go (SATAGO),

• Voiceover,

• Talkback,

• Nuance Talks and

Mobile Speak,

• ORCA

• Dolphin Supernova

• DAISY

• Tactile diagrams

• Tactile stickers

• Tactile flooring

Tactile marks to

identify various

things/devices/

Spots

2 Key concepts

Theory Duration

(hh:mm)

20:00


class Duration

(hh:mm)

05:00

Corresponding NOS

Code

NA

• Identify the key people involved in the

process of being a CCE

• Explain the various mobile and data

technologies

• Know and understand the various

product and service offerings in the

telecom sector

• Outline the documentation process

and documents needed for mobile

customers

• Explain the key concepts related to

call centres

• State the importance of workplace

Ergonomics and respect at workplace

• Express the importance of data

confidentiality in the telecom industry

NA


3 Soft Skills and

professional skills

Theory Duration

(hh:mm)

10:00

Practical Duration

(hh:mm)

15:00

Corresponding NOS

Code

TEL/N0100

TEL/N0101

TEL/N0102

TEL/N0103

TEL/No104

• State the basic etiquettes required for

making and attending calls

• Show how to open and close a call

using predefined scripts

• Classify customer behaviour and deal

with them accordingly

• List the dos and don’ts of dealing with

complaints

• Explain the importance of time

management and that of being

organized

• Understand the importance of

communication in the workplace

• Practice effective communication in

the workplace

• Understand the importance of decision

making and assertiveness for your role

• Practise decision making skills as

required for your role

• Handle objections and criticism from

the customer with empathy

• Identify, comprehend, and resolve

customer issues

• Recognize the needs of customers

and identify ways to influence them to

buy


used during the

different jobs:

• Clear View+

Speech Zoom Ex

• Kurzweil,


• Tesseract

• Non-Visual

Desktop Access

(NVDA),

• Job Access with

Speech (JAWS),


Go (SATAGO),

• Voiceover,

• Talkback,


Mobile Speak,

• ORCA


• DAISY




4 Technical Skills

Theory Duration

(hh:mm)

10:00

Practical Duration

(hh:mm)

35:00

Corresponding NOS

Code

TEL/N0100

TEL/N0101

TEL/N0102

TEL/N0103

TEL/N0104

• Use CRM effectively with complete

and correct tagging

• Explain how to make and attend calls

• Demonstrate how to do call transfer,

call hold and call forward

• Demonstrate the usage of different IT

applications used to search customer

details in the database

• Demonstrate the usage of different IT

applications used to search customer

details in the database

• Show how to fetch information about

products, processes and services for

the customer

CRM

Software,

Computer

Lab


5 Computer

Knowledge

and Practise

Theory Duration

(hh:mm)

05:00

Practical Duration

(hh:mm)

12:00

Corresponding NOS

Code

TEL/N0100

TEL/N0101

TEL/N0102

TEL/N0103

TEL/N0104

• Know what is a computer and its

different parts

• Understand about MS Word

• Understand about MS Power point

• Understand about MS – Excel

• Understand about Internet and

Network

• Understand how to type effectively

Computer

Lab, Office

Tools/Softwa

re on all

PC’s

These tools may be

used during the

different jobs:

• Clear View+

Speech Zoom Ex

• Kurzweil,


• Tesseract

• Non-Visual

Desktop Access

(NVDA),

• Job Access with

Speech (JAWS),


Go (SATAGO),

• Voiceover,

• Talkback,


Mobile Speak,

• ORCA


• DAISY




6 Language Skills

Theory Duration

(hh:mm)

03:00

Practical Duration

(hh:mm)

05:00

Corresponding NOS

Code

TEL/N0100

TEL/N0101

TEL/N0102

TEL/N0103

TEL/N0104

• Understand the importance of listening

as a skill for a CCE

• Practice effective listening skills

• Use effective speaking skills in your

role

• Demonstrate reading and keep

yourself updated on latest news

• Practice effective writing skills

Language

Training

Tool


7 Attend and Make

Calls

Theory Duration

(hh:mm)

04:00

Practical Duration

(hh:mm)

10:00

Corresponding NOS

Code

TEL/N0100

• Understand the concept of inbound

and outbound calls

• Demonstrate how to attend and make

calls effectively

CRM

&Demo Call

Making

Facility.

These tools may be

used during the

different jobs:

• Clear View+

Speech Zoom Ex

• Kurzweil,


• Tesseract

• Non-Visual

Desktop Access

(NVDA),

• Job Access with

Speech (JAWS),


Go (SATAGO),

• Voiceover,

• Talkback,


Mobile Speak,

• ORCA


• DAISY




8 Resolve customer

Query/ Request and

Complaint (QRC)

Theory Duration

(hh:mm)

05:00

Practical Duration

(hh:mm)

10:00

Corresponding NOS

Code

TEL/N0101

• Identify and address customer Query /

Request/ Complaint (QRC)

• Know how to escalate customer QRC

as necessary

• Know verification parameters to verify

customer details

CRM

9 Develop Customer

relationship

Theory Duration

(hh:mm)

05:00

Practical Duration

(hh:mm)

06:00

Corresponding NOS

Code

TEL/N0102

• Explain the importance of developing

customer relationship

• Classify customers into different

categories and service them

accordingly

• Understand the feedback recording

process

• Provide complete resolution of

customer issues in an effective

manner

• Know how to escalate customer issue

to guarantee customer satisfaction

• Practice introducing new services to

customers


used during the

different jobs:

• Clear View+

Speech Zoom Ex

• Kurzweil,


• Tesseract

• Non-Visual

Desktop Access

(NVDA),

• Job Access with

Speech (JAWS),


Go (SATAGO),


• Voiceover,

• Talkback,


Mobile Speak,

• ORCA


• DAISY




10 Report and Review

Theory Duration

(hh:mm)

05:00

Practical Duration

(hh:mm)

05:00

Corresponding NOS

Code

TEL/N0103

• Monitor and manage self-performance

through reports and review process

• Understand the performance

parameters to make self –reports

• Practice self-review with superiors


used during the

different jobs:

• Clear View+

Speech Zoom Ex

• Kurzweil,


• Tesseract

• Non-Visual

Desktop Access

(NVDA),

• Job Access with

Speech (JAWS),


Go (SATAGO),

• Voiceover,

• Talkback,


Mobile Speak,

• ORCA


• DAISY




11 Proactive Selling

Theory Duration

(hh:mm)

05:00

Practical Duration

(hh:mm)

10:00

Corresponding NOS

Code

TEL/N0104

• Identify opportunities for pro – active

selling at the call Centre’s

• Practice up – selling and cross selling

NA

12 Program wrap up

and getting started

Theory Duration

(hh:mm)

03:00

• Understand what is an interview

• Develop the skills to participate in an

interview effectively

• Know the commonly asked questions

in an interview


used during the

different jobs:

• Clear View+

Speech Zoom Ex

• Kurzweil,


Practical Duration

(hh:mm)

07:00

Corresponding NOS

Code

NA

• Revise and integrate the learnings of

the training program

•


• Tesseract

• Non-Visual

Desktop Access

(NVDA),

• Job Access with

Speech (JAWS),


Go (SATAGO),

• Voiceover,

• Talkback,


Mobile Speak,

• ORCA


• DAISY




Total Duration

Theory Duration

80:00

Practical Duration

120:00

Unique Equipment Required:

• Projector, black board, white board

Grand Total Course Duration: 200 Hours, 0 Minutes

(This syllabus/ curriculum has been approved by TSSC: Telecom Sector Skill Council)


Curriculum Aligned for Persons with Low Vision

Sr.

No. Module Key Learning Outcomes

Equipment

Required

Disability wise Training

Tools with reference to

Expository for Each NOS

1 Introduction to

Customer Care

Executive

Theory Duration

(hh:mm)

05:00


class Duration

(hh:mm)

00:00

Corresponding NOS

Code

NA

• State the objectives of the

program

• Describe the Telecom industry

in India

• Understand the concept of a

call Centre and help desk

• Discuss the hierarchy in a call

Centre and the career

progression of a Customer

Care Executive (CCE) in a call

Centre



• Explain the concept of

customer service and its

importance in the role of a CCE

NA These tools may be used

during the different jobs:

• ClearView+ Speech

• ZoomEx,

• Kurzweil,

• ABBY Fine Reader,

• Tesseract

• Non-Visual Desktop

Access (NVDA),

• Job Access with Speech

(JAWS),


Go(SATAGO),

• Voiceover, Talkback,

Nuance Talks and Mobile

Speak, ORCA

• Windows Magnifier

• Magic Screen

Magnification Zoom Text

• Supernova Screen Reader

and Magnifier

• DAISY

• Onyx

• Topaz

• Prism

• Optelec

• Kindle Paper White/I Pad

• Android/IOS Technology is

best known for accessibility

for persons with Low

Vision.

• Angel Player/I-Pods.

• Talking calculator

• Signature Guide

• Wrist Watch-Tata

• General table lamp

• Tactile stickers,

• Tactile flooring,

2 Key concepts

Theory Duration

(hh:mm)

20:00


class Duration

(hh:mm)

05:00

Corresponding NOS

Code

NA

• Identify the key people involved

in the process of being a CCE

• Explain the various mobile and

data technologies

• Know and understand the

various product and service

offerings in the telecom sector

• Outline the documentation

process and documents

needed for mobile customers

• Explain the key concepts

related to call centres

• State the importance of

workplace Ergonomics and

respect at workplace


confidentiality in the telecom

industry

NA


3 Soft Skills and

professional skills

Theory Duration

(hh:mm)

10:00

Practical Duration

(hh:mm)

15:00

Corresponding NOS

Code

TEL/N0100

TEL/N0101

TEL/N0102

TEL/N0103

TEL/No104

• State the basic etiquettes

required for making and

attending calls

• Show how to open and close a

call using predefined scripts

• Classify customer behaviour

and deal with them accordingly

• List the dos and don’ts’s of

dealing with complaints



organized


communication in the

workplace

• Practice effective

communication in the

workplace


decision making and

assertiveness for your role

• Practise decision making skills

as required for your role

• Handle objections and criticism

from the customer with

empathy

• Identify, comprehend, and

resolve customer issues

• Recognize the needs of

customers and identify ways to

influence them to buy




• ZoomEx,

• Kurzweil,


• Tesseract


Access (NVDA),


(JAWS),


Go(SATAGO),

• Voiceover,

• Talkback,

• Nuance Talks and Mobile

Speak,

• ORCA


• Magic Screen

• Magnification

• Zoom Text


and Magnifier

• DAISY

• Onyx

• Topaz

• Prism

• Optelec

• Kindle Paper White/I Pa




Vision (Visually Impaired).



• Signature Guide



• Tactile diagrams,


• Tactile flooring.


4 Technical Skills

Theory Duration

(hh:mm)

10:00

Practical Duration

(hh:mm)

35:00

Corresponding NOS

Code

TEL/N0100

TEL/N0101

TEL/N0102

TEL/N0103

TEL/N0104

• Use CRM effectively with

complete and correct tagging

• Explain how to make and

attend calls

• Demonstrate how to do call

transfer, call hold and call

forward

• Demonstrate the usage of

different IT applications used to

search customer details in the

database




database

• Show how to fetch information

about products, processes and

services for the customer

CRM

Software,

Computer

Lab

These tools may be used



• ZoomEx,

• Kurzweil,


• Tesseract


Access (NVDA),


(JAWS),


Go(SATAGO),

• Voiceover,

• Talkback,


Speak,

• ORCA


• Magic Screen

Magnification

• Zoom Text


and Magnifier

• DAISY

• Onyx

• Topaz

• Prism

• Optelec








• Signature Guide






5 Computer

Knowledge

and Practise

Theory Duration

(hh:mm)

05:00

Practical Duration

(hh:mm)

12:00

Corresponding NOS

Code

TEL/N0100

TEL/N0101

TEL/N0102

TEL/N0103

TEL/N0104

• Know what is a computer and

its different parts


• Understand about MS

PowerPoint



Network

• Understand how to type

effectively

Computer

Lab,

Office

Tools/Softwar

e on all PC’s


6

Language Skills

Theory Duration

(hh:mm)

03:00

Practical Duration

(hh:mm)

05:00

Corresponding NOS

Code

TEL/N0100

TEL/N0101

TEL/N0102

TEL/N0103

TEL/N0104

• Understand the concept of

inbound and outbound calls

• Demonstrate how to attend

and make calls effectively

CRM &Demo

Call Making

Facility.

.




• ZoomEx,

• Kurzweil,


• Tesseract


Access (NVDA),


(JAWS),


Go(SATAGO),

• Voiceover,

• Talkback,


Speak,

• ORCA


• Magic Screen

Magnification

• Zoom Text


and Magnifier

• DAISY

• Onyx

• Topaz

• Prism

• Optelec








• Signature Guide






7 Attend and Make

Calls

Theory Duration

(hh:mm)

04:00

Practical Duration

(hh:mm)

10:00

Corresponding NOS

Code

TEL/N0100



• Demonstrate how to attend

and make calls effectively

CRM &Demo

Call Making

Facility.


8 Resolve customer

Query/ Request and

Complaint (QRC)

Theory Duration

(hh:mm)

05:00

Practical Duration

(hh:mm)

10:00

Corresponding NOS

Code

TEL/N0101

• Identify and address customer

Query / Request/ Complaint

(QRC)

• Know how to escalate

customer QRC as necessary

• Know verification parameters

to verify customer details




• ZoomEx,

• Kurzweil,


• Tesseract


Access (NVDA),


(JAWS),


Go(SATAGO),

• Voiceover,

• Talkback,


Speak,

• ORCA


• Magic Screen

Magnification

• Zoom Text


and Magnifier

• DAISY

• Onyx

• Topaz

• Prism

• Optelec




for persons with Low Vision

(Visually Impaired).



• Signature Guide






9 Develop Customer

relationship

Theory Duration

(hh:mm)

05:00

Practical Duration

(hh:mm)

06:00

Corresponding NOS

Code

TEL/N0102

• Explain the importance of

developing customer

relationship

• Classify customers into

different categories and

service them accordingly

• Understand the feedback

recording process



manner

• Know how to escalate

customer issue to guarantee

customer satisfaction

• Practise introducing new

services to customers



Theory Duration

(hh:mm)

05:00

Practical Duration

(hh:mm)

05:00

Corresponding NOS

Code

TEL/N010

• Monitor and manage self-

performance through reports

and review process


parameters to make self –

reports

• Practice self-review with

superiors




• ZoomEx,

• Kurzweil,


• Tesseract


Access (NVDA),


(JAWS),


Go(SATAGO),

• Voiceover,

• Talkback,


Speak,

• ORCA


• Magic Screen

Magnification

• Zoom Text


and Magnifier

• DAISY

• Onyx

• Topaz

• Prism

• Optelec








• Signature Guide







Theory Duration

(hh:mm)

05:00

Practical Duration

(hh:mm)

10:00

Corresponding NOS

Code

TEL/N0104

• Identify opportunities for pro –

active selling at the call

Centre’s

• Practice up – selling and cross

selling

NA


12 Program wrap up

and getting started

Theory Duration

(hh:mm)

03:00

Practical Duration

(hh:mm)

07:00

Corresponding NOS

Code

NA

• Understand what is an

interview

• Develop the skills to participate

in an interview effectively

• Know the commonly asked

questions in an interview

• Revise and integrate the

learnings of the training

program

•




• ZoomEx,

• Kurzweil,


• Tesseract


Access (NVDA),


(JAWS),


Go(SATAGO),

• Voiceover,

• Talkback,


Speak,

• ORCA


• Magic Screen

Magnification

• Zoom Text


and Magnifier

• DAISY

• Onyx

• Topaz

• Prism

• Optelec








• Signature Guide







Total Duration

Theory Duration

80:00

Practical Duration

120:00


• Projector, black board, white

board




Curriculum Aligned for Persons with Locomotor Disability

Sr.

No. Module Key Learning Outcomes

Equipment

Required

Disability wise Training

Tools with reference to

Expository for Each

NOS

1 Introduction to

Customer Care

Executive

Theory Duration

(hh:mm)

05:00


class Duration

(hh:mm)

00:00

Corresponding

NOS

Code

NA

• State the objectives of the

program

• Describe the Telecom industry in

India

• Understand the concept of a call

Centre and help desk

• Discuss the hierarchy in a call

Centre and the career

progression of a Customer Care

Executive (CCE) in a call

• Centre



• Explain the concept of customer

service and its importance in the

role of a CCE



• Computer

• Laptop

• iPad

• Modify Chair/seating

arrangement

• Need based

modification in

working environment

• Need based modified

equipment

• Ease of Access

Centre

• Sticky Keys

• On the screen

Keyboard

• One-Handed

Keyboard

• Foot Pedals

• Access Switches

• Wheel Chair

• Walker/Rollator

2 Key concepts

Theory Duration

(hh:mm)

20:00


class Duration

(hh:mm)

05:00

Corresponding

NOS

Code

NA

• Identify the key people involved

in the process of being a CCE

• Explain the various mobile and

data technologies

• Know and understand the

various product and service

offerings in the telecom sector

• Outline the documentation

process and documents needed

for mobile customers

• Explain the key concepts related

to call centres

• State the importance of

workplace Ergonomics and

respect at workplace


confidentiality in the telecom

industry

NA


3 Soft Skills and

professional skills

Theory Duration

(hh:mm)

10:00

Practical Duration

(hh:mm)

15:00

Corresponding

NOS Code

TEL/N0100

TEL/N0101

TEL/N0102

TEL/N0103

TEL/No104

• State the basic etiquettes

required for making and

attending calls

• Show how to open and close a

call using predefined scripts

• Classify customer behaviour and

deal with them accordingly

• List the dos and don’ts of dealing

with complaints



organized


communication in the workplace

• Practice effective communication

in the workplace


decision making and

assertiveness for your role

• Practise decision making skills

as required for your role

• Handle objections and criticism

from the customer with empathy

• Identify, comprehend, and

resolve customer issues

• Recognize the needs of

customers and identify ways to

influence them to buy


used during the different

jobs:

• Computer

• Laptop

• iPad


arrangement

• Need based

modification in

working environment


equipment

• Ease of Access

Centre

• Sticky Keys

• On the screen

Keyboard

• One-Handed

Keyboard

• Foot Pedals

• Access Switches

• Wheel Chair

• Walker/Rollator


4 Technical Skills

Theory Duration

(hh:mm)

10:00

Practical Duration

(hh:mm)

35:00

Corresponding

NOS

Code

TEL/N0100

TEL/N0101

TEL/N0102

TEL/N0103

TEL/N0104

• Use CRM effectively with

complete and correct tagging

• Explain how to make and attend

calls

• Demonstrate how to do call

transfer, call hold and call

forward




database




database

• Show how to fetch information

about products, processes and

services for the customer

CRM

Software,

Computer Lab



• Computer

• Laptop

• iPad


arrangement

• Need based

modification in

working environment


equipment

• Ease of Access

Centre

• Sticky Keys

• On the screen

Keyboard

• One-Handed

Keyboard

• Foot Pedals

• Access Switches

• Wheel Chair

• Walker/Rollator

5 Computer

Knowledge

and Practise

Theory Duration

(hh:mm)

05:00

Practical Duration

(hh:mm)

12:00

Corresponding

NOS

Code

TEL/N0100

TEL/N0101

TEL/N0102

TEL/N0103

TEL/N0104

• Know what is a computer and its

different parts


• Understand about MS Power

point



Network

• Understand how to type

effectively

Computer Lab,

Office

Tools/Software

on all PC’s


6 Language Skills

Theory Duration

(hh:mm)

03:00

Practical Duration

(hh:mm)

05:00

Corresponding

NOS

Code

TEL/N0100

TEL/N0101

TEL/N0102

TEL/N0103

TEL/N0104


listening as a skill for a CCE

• Practice effective listening skills

• Use effective speaking skills in

your role

• Demonstrate reading and keep

yourself updated on latest news

• Practice effective writing skills

Language

Training Tool



• Computer

• Laptop

• iPad


arrangement

• Need based

modification in

working environment


equipment

• Ease of Access

Centre

• Sticky Keys

• On the screen

Keyboard

• One-Handed

Keyboard

• Foot Pedals

• Access Switches

• Wheel Chair

• Walker/Rollator

7 Attend and Make

Calls

Theory Duration

(hh:mm)

04:00

Practical Duration

(hh:mm)

10:00

Corresponding

NOS

Code

TEL/N0100



• Demonstrate how to attend and

make calls effectively

CRM &Demo

Call Making

Facility.


8 Resolve customer

Query/ Request and

Complaint (QRC)

Theory Duration

(hh:mm)

05:00

Practical Duration

(hh:mm)

10:00

Corresponding

NOS

Code

TEL/N0101

• Identify and address customer

Query / Request/ Complaint

(QRC)

• Know how to escalate customer

QRC as necessary

• Know verification parameters to

verify customer details

CRM These tools may be

used during the different

jobs:

• Computer

• Laptop

• iPad


arrangement

• Need based

modification in

working environment


equipment

• Ease of Access

Centre

• Sticky Keys

• On the screen

Keyboard

• One-Handed

Keyboard

• Foot Pedals

• Access Switches

• Wheel Chair

• Walker/Rollator

9 Develop Customer

relationship

Theory Duration

(hh:mm)

05:00

Practical Duration

(hh:mm)

06:00

Corresponding

NOS

Code

TEL/N0102

• Explain the importance of

developing customer

relationship

• Classify customers into different

categories and service them

accordingly

• Understand the feedback

recording process



manner

• Know how to escalate customer

issue to guarantee customer

satisfaction

• Practice introducing new

services to customers

NA



Theory Duration

(hh:mm)

05:00

Practical Duration

(hh:mm)

05:00

Corresponding

NOS

Code

TEL/N0103

• Monitor and manage self-

performance through reports

and review process


parameters to make self –

reports

• Practice self-review with

superiors

•



• Computer

• Laptop

• iPad


arrangement

• Need based

modification in

working environment


equipment

• Ease of Access

Centre

• Sticky Keys

• On the screen

Keyboard

• One-Handed

Keyboard

• Foot Pedals

• Access Switches

• Wheel Chair

• Walker/Rollator


Theory Duration

(hh:mm)

05:00

Practical Duration

(hh:mm)

10:00

Corresponding

NOS

Code

TEL/N0104

• Identify opportunities for pro –

active selling at the call centres

• Practice up – selling and cross

selling

NA

12 Program wrap up

and getting started

Theory Duration

(hh:mm)

03:00

Practical Duration

(hh:mm)

07:00

Corresponding

NOS

• Understand what is an interview

• Develop the skills to participate

in an interview effectively

• Know the commonly asked

questions in an interview

• Revise and integrate the

learnings of the training program

•



• Computer

• Laptop

• iPad


arrangement

• Need based

modification in

working environment


equipment


Code

NA

• Ease of Access

Centre

• Sticky Keys

• On the screen

Keyboard

• One-Handed

Keyboard

• Foot Pedals

• Access Switches

• Wheel Chair

• Walker/Rollator

Total Duration

Theory Duration

80:00

Practical Duration

120:00


• Projector, black board, white

board




Trainer Prerequisites for Job role: “Customer Care Executive” mapped to Qualification Pack: “PWD/

TEL/Q0100, version 1.0”

Trainer Prerequisites for Persons with Blindness

Sr.

No. Area Details

1 Description To deliver accredited training service, mapping to the curriculum detailed above,

in accordance with the Qualification Pack “PWD/TEL/Q0100, Version No. 1.0”.

2 Personal

Attributes

The individual should have good communication skills with a clear diction, ability

to construct simple and sensible sentences; ability to comprehend simple

English sentences; good problem-solving skills and ability to approach problems

logically; strong customer service focus; ability to work under pressure and

active listening skills. The individual should also be willing and comfortable to

work in shifts.

3 Minimum

Educational

Qualifications

Preferably equivalent to Matriculation or should be Graduate

4a Domain

Certification

Certified for Job Role: “Customer Care Executive (Telecom Call Centre)”

mapped to QP: “PWD/TEL/Q0100”, Version No. 1.0. Minimum accepted score

as per respective TSSC guidelines.

4b Platform

Certification

Recommended that the Trainer is certified for the Job Role: “Trainer”, mapped

to the Qualification Pack: “MEP/Q0102”. Minimum accepted score is 80%.

4c Disability

specific Top

Up module

The Inclusive Trainer should be certified in Disability Specific Top Up Training

conducted by SCPwD with minimum accepted score of 80% as per SCPwD

guidelines.

5 Experience • The trainer should be certified by TSSC as ‘Train the Trainer’ and

Assessor And

• Worked as Customer Care Executive (Telecom Call Centre) for a

minimum of 6-8 months

• If graduate required 1 year of minimum experience


Trainer Prerequisites for Persons with Low Vision

Sr.

No. Area Details



2 Personal

Attributes

The individual should have good communication skills with a clear diction,

ability to construct simple and sensible sentences; ability to comprehend simple

English sentences; good problem-solving skills and ability to approach

problems logically; strong customer service focus; ability to work under

pressure and active listening skills. The individual should also be willing and

comfortable to work in shifts.

3 Minimum

Educational

Qualifications


4a Domain

Certification




4b Platform

Certification



4c Disability

specific Top

Up module



guidelines.


Assessor And



• If graduate required 1 year of minimum experience.


Trainer Prerequisites for Locomotor Disability

Sr.

No. Area Details



2 Personal

Attributes

The individual should have good communication skills with a clear diction, ability

to construct simple and sensible sentences; ability to comprehend simple

English sentences; good problem-solving skills and ability to approach problems

logically; strong customer service focus; ability to work under pressure and

active listening skills. The individual should also be willing and comfortable to

work in shifts.

3 Minimum

Educational

Qualifications


4a Domain

Certification




4b Platform

Certification



4c Disability

specific Top

Up module



guidelines.


Assessor And



• If graduate required 1 year of minimum experience.


Annexure: Assessment Criteria

Assessment Criteria

Job Role Customer Care Executive (Telecom Call Centre)

Qualification Pack PWD/TEL/Q0100, V. 1.0

Skill Councils Skill Council for Persons with Disability and

Telecom Sector Skill Council

Sr No. Guidelines for Assessment

1 Criteria for assessment for each Qualification Pack will be created by the Sector Skill Council.

Each Performance Criteria (PC) will be assigned marks proportional to its importance in NOS.

TSSC will also lay down proportion of marks for Theory and Skills Practical for each PC.

2 The assessment for the theory part will be based on knowledge bank of questions created by

the TSSC

3 Individual assessment agencies will create unique question papers for theory part for each

candidate at each examination/training center (as per assessment criteria below)

4 To pass the Qualification Pack, every trainee should score overall of 70%.

5 In case of successfully passing only certain number of NOS's, the trainee is eligible to take

subsequent assessment on the balance NOS's to pass the Qualification Pack


MARKS ALLOCATION

ASSESSMENT

OUTCOME

(NOS CODE AND

DESCRIPTION)

ASSESSMENT CRITERIA

(PC)

TOTAL

MARK

S

OUT OF

THEORY

SKILLS

PRACTIC

AL

1. TEL/N0100

(Attend/Make

customer

calls)

PC1. Obtain sufficient information from the

customer /client to understand the need

and perform initial task

100 10 10 0

PC2. Balance total number of minutes spent

talking to the customer, within specified limits

20 5 15

PC3. Restrict total number of minutes customer is

put on hold, within given time limits

20 5 15

PC4. Attain total number of minutes spent wrapping

up calls / notations/tagging within given time

limits

25 5 20

PC5. Achieve minimum typing speed and accuracy

as specified for the job role

25 5 20

Total 100

2.5

30

0

70

2.5 2. TEL/N0101

(Resolving

customer query,

request and

complaint)

PC1. Categorize customer’s interaction as a query,

request or a complaint

15 15 0

PC2. Verify customer’s details for any account

related information

20 10 10

PC3. Obtain sufficient information from the

customers to login their query, request or

complaint

20 10 10

PC4. Address customer’s query, request or

complaint on the basis of categorization

10 0 10

PC5. Provide estimate of resolution time to the

customer, if an immediate solution cannot be

found on-call

15 5 10


PC6. Record the customer’s interaction as a query,

request or a complaint

5 0 5

PC7. Refer problem to a supervisor/floor

support/manager, if unable to resolve on-call

5 5 0

PC8. Resolve at least 80% of first level complaints

at front end, without any further escalations

10 5 5

Total 100 50 50

3.TEL/N0102

(Develop customer

relationship)

PC1. Categorize customers as per their value and

urgency of his QRC and provide quick

response

8 4 4

PC2. Capture customer feedback in a timely

manner

4 0 4

PC3. Exceed the specified maximum level of

customer satisfaction scores and ensure

instant customer feedback

8 4 4

PC4. Provide complete resolution and escalate

where necessary, to minimize repeat call

percentage

10 10 0

PC5. Adhere to organizational guidelines w.r.t. to

ACHT and AHT

5 5 0

PC6. Reassure customers of service promises

made by the organization

10 5 5

PC7. Balance customer's expectations with the

organization's service offerings

15 10 5

PC8. Give additional information to customers in

response to their questions and comments

about the service

10 6 4

PC9. Initiate greeting in customer’s preferred

language and switch to language spoken by

the customer on-call

5 0 5

PC10. Avoid use of jargons, slangs and technical

words

5 3 2

PC11. Maintain a flow of conversation keeping the

caller informed of action being taken

8 4 4

PC12.Educate customers about new

offers/products/services, as per their usage

pattern and specific needs

10 5 5


PC13. Maintain appropriate levels of confidence of

customer data, throughout the call

2 2 0

Total 100 58 42

4.TEL/N0103

(Report and

review)

PC1. Review individual call login time/number of

dials/customer contacts/attendance for the

review period

30 20 10

PC2. Comply with parameters like opening

greeting, security checks, closing greeting,

hold/transfer/escalation protocol, first time

resolution % age and complete &correct

tagging/wrap up

40 25 15

PC3. Analyze self-reports like update on AHT,

login time, CRM report and ensure the same

is reviewed with the immediate superior

30 10 20

Total 100 55 45

5.TEL/N0104

(Proactive

selling)

PC1. Probe customers to understand their buying

behaviour and needs

25 10 15

PC2. Navigate through customer’s account history

to identify the usage pattern

25 0 25

PC3. Identify opportunity to pitch relevant

products/services

15 5 10

PC4. Offer customized solution from the range of

products/services available with the

organization

35 15 20

Total 100 30 70

Grand Total 500 500 223 277

Percentage Weightage: 40% 60%

Minimum Pass% to qualify (aggregate): 70%


Accommodation Guideline recommended for Inclusive Trainers

Persons with Blindness and Low Vision

Characteristics

• The Learning happens through non-visual modes mostly by Touch, hence it is

recommended to use real, concrete materials.

• Listening will Include greater use of detailed and descriptive instructions.

• Training which relates to understanding of Smell and Taste real & concrete material should

be used e.g. Job Role of Pickle making Technician may include training on smell and taste.

Guidelines for Trainers

• Use existing visual skills where/when you can/seating closer to the blackboard. Lesser use

of reflective surfaces. Appropriate lighting. Use of contrast colors.

• Use specialized material available (Braille, Taylor frame, Math’s Kit)

• Use orientation and Mobility training

• Reserve a seat in the front row of the classroom (or, closer to the teacher).

• Keep the passages and available open spaces in the classroom clear.

• When speaking with the VI child specifically, address her/him by name.

• Modify/adapt assignments

• Provide students with tactile graphs and diagrams.

• Keep in mind, there may be instances when the VI student may not have had exposure to

the material discussed in class and for which the persons may not have a prior experiences

or references (for example, food in altered form: popcorn v/s whole corn, sliced mango v/s

the whole fruit/shape; materials and sources: water-ice, vapor; curd-buttermilk; milk-

cows), occupations (tailor, doctor, engineer).

• Use educational aids like talking books, tape-recorders, Use of Colour, contrast and texture

• Minimize noise so that students with VI can hear you speak

• When speaking, face the class.

• If you feel the VI student is not attentive, touch her/ him on the shoulder or arm to draw

attention; this also helps in indicating to the student that you are including her/him in your

instructions and discussions.

• Provide large print, Braille versions when needed so that the VI child can follow the

classroom’s text-based teaching and lessons along with the sighted peers.

• Use real objects to allow the student to learn and experience

• Provide students with tactile graphs and diagrams where available.

• Consider alternative assignments (as explained in the previous box)


Persons with Locomotor Disability

Characteristics

Need specific requirement for a student with impairment to the lower limbs:

• Appropriate/suitable seating if not in a wheelchair;

• Adequate space and height of desk if the student is in a wheelchair;

• Consider alternative to activities involving writing, drawing and other fine motor activities,

such as sorting, threading, solving puzzles, etc. for persons with upper limb affected.

Some considerations as the students with physical disabilities may experience limitations in one

of the following ways:

• Difficulty in writing

• Sitting at a standard desk or on the floor;

• Participating in activities where tables and instruments are difficult to access

• Movements within the class and within the school;

• Mobility in spaces that are not user friendly for wheelchair.

Guidelines for Trainers

1. Make the classroom accessible.

2. Alternative modes of communicating such as audio recorder, or support for note taking,

gestures, pictures, computers may be used.

3. Provide accessible seating and a table in the classroom.

4. Make writers available for written work and for tests and exams.

5. Give additional time for completing assignments/exams

6. Provide a supportive and welcoming environment by sensitizing other students /staff and

creating a sense of responsibility in them.

7. should be comfortably seated and with proper posture.

8. Free movement of learners within the class must be ensured.

9. Learners can be shown pictures or other visual cues, concrete objects, a few at a time, for

better understanding.

10. Audio books, daisy books or books on computer, as found suitable, can be used for reading.

Alternatively, a classmate can read aloud to the child.

11. Make use of computers for teaching learning, if possible.

12. Extra time for writing should be given if the child is able to write on his / her own and there

should not be undue emphasis on the quality of writing as long as it is legible.

13. Students can use adapted brushes, modified pencils and thick markers that can be gripped

easily, for drawing. Alternatively, the children can use stamping methods or paste cut outs.


The books, papers, brushes etc. can be fixed on the table with the help of tape etc. so that

they do not slip down.

14. For assessment, have students present the material orally or if required, with the help of a

scribe. Use objective type, multiple type questions using yes/no or true/false answers

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