TECH SUPPORT

EXECUTIVE (NON-VOICE)
 Why ITES- BPO?
The ITES-BPO industry in India is expected to generate significant
employment opportunities in the near future. The industry currently
employs nearly 4 million people and is likely to create almost 6 million
jobs by 2025. This growth will be driven by the increasing demand for
IT and digital services, which will require new skillsets and manpower.
The biggest employment generators are likely to be high-level
outsourced services such as application development and
maintenance, software testing, and the integration of technologies
such as Artificial Intelligence (AI).

INCREMENTAL GROWTH
8%
Market growth will
ACCELERATE
at a CAGR of almost
$83.6bn

2019 2024

The market is The year-over-year

FRAGMENTED with several growth rate for 2022 is
players occupying the market estimated at
share

6.78%

One of the KEY DRIVERS

63% for this market will be
of the growth NEED TO FOCUS ON
will orginiate
CORE COMPETENCIES
from IT
AND IMPROVE
SERVICES
EFFICIENCY

Source : Technavio
Objectives:
Hiring and Attrition Challenges — Here to Stay?

BPO companies are facing major challenges related to hiring and

employee turnover.

Improving the QoH (Quality of Hire) is a major challenge.

Attrition rate is high as there are a lot of opportunities for skilled people.

IT/BPO sector (36.1% of establishments) are doing on the job training as

availability of industry-ready skilled people is sparse.

Program BENEFITS
Industry Collaboration
This program is customised to industrial requirements which is aligned with
NSDC regulations. The program is recognised by NSDC and participants earn
dual certifications from Quess & Vedanta from NSDC

Industry Relevant Curriculum

The curriculum combines academic elegance and business relevance to
facilitate the participants to learn the essentials and best practices of customer
relationship management along with tools utilised to maintain customer
relationship.

Corporate Partners
The program is designed, delivered and endorsed by leading customer
relationship management organisations. Our corporate partners are involved in
curriculum design, facilitating projects, industry lectures and also suggesting
pedagogical improvements.

Flexible Learning
This certification program provides utmost learning flexibility. Learn while you
earn with online sessions. We accommodate transfer cases and sabbaticals and
provide the option to catch up even when you have missed classes.

Hands on Exposure
An integral part of the learning experience is the application of techniques
where in candidates get hands-on-exposure by dealing with case studies and
on CRM tools.
Program PEDAGOGY

Program Delivery

Students/Professionals can choose classroom/online/

mentorship sessions spanning over 90 days.

Online-Learning Management System

The program is delivered in two formats.

Students/Professionals can choose the “classroom format”
or the “online format” or “combination of both” with
mentorship sessions spanning over 90 days.

Experiential Learning
This program is designed to transform candidates to
business-ready customer relationship management
professionals through hands-on experiential learning on
relevant CRM practices. This is achieved through practice
exercises, case studies, quizzes and assignments.

Industry Perspective Lectures

This is an important component of the program that
complements and substantiates the learning with an
applied orientation. The participants get the opportunity
to listen to eminent speakers from leading customer
relationship management speakers and assimilate the best
practices discussed by them in their lectures.
 Program Curriculum

Module 1 Module 2
Basics of computer Typing skills
1. Introduction to technical support 1. Introduction to keyboard
Introduction to Technical support QWERTY Keypad
executive – voice Hand and Body Positioning
Roles and responsibilities 2. Typing skills
Pre-assessment Typing Practice 1
2. Introduction to computers
Basic concepts of computer Module 3
Shortcut for PC navigation
Deal remotely with basic IT Service
File Extensions requests/incidents-voice
Types of networks
1. Basic Mail etiquettes
3. Internet
Email etiquettes, Mail writing
Introduction to internet
2. Organization policy and guidelines
Browsers
Organization policy and guidelines
E - Mail
Outsourcing and Service Level
Web chat etiquettes Agreement
Web chat etiquettes - Activity 3. Customers
Web chat - Skype Services offered by BPO and
Google Hangouts Types of customers
AOL instant messenger Dealing with customers
4. Introduction to Microsoft office Acknowledgement and Time scales
MS word - Mail Merging 1 & 2, 4. Common problems
Comparing and comments List of common problems
MS EXCEL - Pivot table, Security Threats
VlookUp, Filter
5. Handling people
MS Power point - Overview, Smart Appropriate people
art, Shapes and Animations
Methods of receiving incidents
5. Google Drive
6. Software Tools
Introduction to Google Drive
Incident management
Using Google Drive
Spice works - Incident management tool
Incident management tool – activity
Acknowledge and express concern
Obtain sufficient information
Record and categorize request
Remote customer support
Provide Remote assistance
Team Viewer
 Program Curriculum

7. Resolving problems Module 5

Components of Computer Network Work effectively with colleagues
Resolving Network or connectivity issues
1. Communicate with colleagues
Basics of Application software
Sharing information
Resolving problems operating Communication with colleagues
systems/software issue
Types of communication
Installing AVG Antivirus
2. Workplace relationship
Resolving Installation or configuration issue
Constructive Help
Resolving computer hardware issues
Healthy relationship at workplace
Account maintenance and access rights
Conflict Resolution
Resolving account maintenance and
Working effectively
access rights issues
7. Resolving problems
Basics of voice/video and telephone calls Module 6
Resolving voice or telephone issues Maintain health and safety at workplace
Resolving Video calls issues 1. Hazards
Monitor problems Employee Health and Safety
Problem solving Hazards
Decision Making Prevention of hazards at work place
8. Professional Skills Various hazard signs at work place
Customer Centricity 2. Health and safety measures
Organize data/information First aid measures
9. Generic skills Fire Extinguisher
Oral Communication Emergency Procedures and practices
Fire Evacuation Plan
Fire Rescue Operations – Fire Drill
Module 4 Breaches of security
Manage your work to meet requirements
1. Manage at workplace
Dealing with people
Cleanliness & time management at Workplace
Manage your work
Maintain confidentiality
Attention to detail
Leadership and leadership styles
 Program Curriculum

Module 7 Module 8
Provide data in standard formats Develop Knowledge, skill
1. Data formats and template and competence
Obtain Data Information 1. Knowledge, skill and competence
Formats and templates Learning and development
Data validation Learning styles
Verifying work accuracy Learning development activities
Reporting unresolved anomalies Guidance from seniors
Providing data in appropriate Work readiness skill
formats Revision
2. CRM Resume preparation
Introduction to CRM Preparing for an interview
CRM tool Typing Assessment
CRM tool - ZOHO

Prospective Hiring Partners

 Please contact us:

Quess House
3/3/2 Bellandur Gate, Sarjapur Main Rd,
Bengaluru, Karnataka - 560 103.

103 IPRs 1 Lac+ 24 1 Million+ 19 PAN

From Copyrights Candidates Sectors Hours of Learning Affiliations with India presence
Office, Govt. of India Trained per year Covered Delivered Sector Skill Councils