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FG SSC Q2215 Associate Data Entry Operator English

The Facilitator Guide outlines a customized training program for the Associate Data Entry Operator role under PMKVY, focusing on essential skills and knowledge required in the IT-ITeS sector. It includes modules on job responsibilities, data entry processes, and employability skills, structured to enhance participants' understanding and capabilities. The guide emphasizes the importance of aligning training with industry needs to bridge the skill gap and improve employability for engineering students.

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Leena Setiye-pachori

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0% found this document useful (0 votes)

39 views120 pages

FG SSC Q2215 Associate Data Entry Operator English

Uploaded by

Leena Setiye-pachori

We take content rights seriously. If you suspect this is your content, claim it here.

Available Formats

Download as PDF, TXT or read online on Scribd

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Facilitator Guide

Customised Courses under PMKVY (210 hrs)

Sector
IT-ITeS Associate Data
Sub-Sector Entry Operator
Business Process Management
Occupa on
Customer Rela onship Management

Reference ID: SSC/Q2215, Version 1.0

NSQF Level:3
Published by
IT – ITeS Sector Skill Council NASSCOM
Sector Skill Council Contact Details:
Address: Plot No. – 7, 8, 9 & 10 Sector – 126, Noida, Uttar Pradesh – 201303
New Delhi – 110049
Website: www.sscnasscom.com
Phone: 0120 4990111 – 0120 4990172

All Rights Reserved©2022

First Edition, January, 2023

IT – ITeS Sector Skill Council NASSCOM

Sector Skill Council Contact Details:
Address: Plot No. – 7, 8, 9 & 10 Sector – 126, Noida, Uttar Pradesh – 201303
New Delhi – 110049
Website: www.sscnasscom.com
Phone: 0120 4990111 – 0120 4990172
This book is sponsored by IT – ITeS Sector Skill Council NASSCOM
Under Creative Commons Licence: CC-BY-SA

This license lets others remix, tweak, and build upon your work even for commercial purposes, as long as they
credit you and license their new creations under the identical terms. This license is often compared to
“copyleft” free and open-source software licenses. All new works based on yours will carry the same license, so
any derivatives will also allow commercial use. This is the license used by Wikipedia and is recommended for
materials that would benefit from incorporating content from Wikipedia and similarly licensed projects.

Disclamer
The information contained herein has been obtained from sources reliable to IT – ITES Sector Skill Council
NASSCOM. NASSCOM disclaims all warranties to the accuracy, completeness or adequacy of such information.
NASSCOM shall have no liability for errors, omissions, or inadequacies, in the information contained herein, or
for interpretations thereof. Every effort has been made to trace the owners of the copyright material included in
the book. The publishers would be grateful for any omissions brought to their notice for acknowledgements in
future editions of the book. No entity in NASSCOM shall be responsible for any loss whatsoever, sustained by
any person who relies on this material. The material in this publication is copyrighted. No parts of this
publication may be reproduced, stored or distributed in any form or by any means either on paper or electronic
media, unless authorized by the NASSCOM.

ii
iii
Facilitator Guide

iv
Associate Data Entry Operator

Acknowledgement
NASSCOM would like to express its gra tude towards IT, especially towards its company representa ves,
who believe in our vision of improving employability for the available pool of engineering students.
SSCNASSCOM makes the process easier by developing and implemen ng courses that are relevant to the
projected industry requirements.

The aim is to close the industry-academia skill gap and create a talent pool that can withstand upcoming
externali es within the IT industry.

This ini a ve is the belief of NASSCOM and concerns every stakeholder – students, academia, and
industries. The ceaseless support and tremendous amount of work oﬀered by IT members to
strategizemeaningful program training materials, both from the context of content and design are truly
admirable.
We would also like to show our apprecia on to Feedback Advisory for their persistent eﬀort, and also for
the produc on of this course publica on.

v
Facilitator Guide

About this Guide

This Facilitator Guide has been designed to serve as a guide for trainers who aim to provide the required
knowledge and skills to the trainees of various ac vi es in the role of a Associate Data Entry Operator. Its
content has been aligned with the latest Qualiﬁca on Pack (QP) prepared for the job role. The par cipants
will be equipped with the following for working eﬃciently in the job role:

· Knowledge and Understanding: The relevant opera onal knowledge and understanding to perform the
required tasks.

· Performance Criteria: The essen al skills through hands-on training to perform the required opera ons
to the applicable quality standards.

· Professional Skills: The Ability to make appropriate opera onal decisions about the ﬁeld of work.
The Facilitator handbook details the relevant ac vi es to be carried out by a Associate Data Entry Operator.
A er studying this handbook, job holders will be adequately skilled in carrying out their du es according to
the applicable quality standards. The Facilitator handbook is aligned with the following Na onal
Occupa onal Standards (NOS) detailed in the latest and approved version of Associate Data Entry Operator
QP:

Ÿ SSC/N3022: Under take data entry services

Ÿ DGT/VSQ/N0102: Employability Skills (60 Hours)

The Facilitator handbook has been divided into an appropriate number of units and sub-units based on the
content of the relevant QP. We hope it will facilitate easy and structured learning for the par cipants,
allowing them to obtain enhanced knowledge and skills.

About this Guide

!
Steps Time Tips Notes Objec ves Do

ask

Ask Explain Elaborate Field Visit Prac cal Lab

Demonstrate Exrcise Team Ac vity Facilita on Notes Learning Outcomes Say

Example

Resources Ac vity Summary Role Play Example Answer Keys

vi
Associate Data Entry Operator

Table of Contents
S.No. Modules and units Page No.

1. Introduc on to IT-ITeS/BPM Industry 1

Unit 1.1 - IT-ITeS/BPM Industry – An Introduc on 3
Unit 1.2 - Job Responsibili es and Career Opportuni es for a Associate Data Entry Operator 6
Answer Keys 9
2. Concept of Data Entry (SSC/N3022) 11
Unit 2.1 - Data Entry 13
Answer Keys 46
3. So ware Requirement for Data Entry (SSC/N3022) 48
UUnit 3.1 - Data Entry So ware 20
Answer Keys 23
4. Process of Data Entry (SSC/N3022) 25
Unit 4.1 - Data Entry Process 27
Answer Keys 30
5. Troubleshoo ng in Data Entry Process (SSC/N3022) 32
Unit 5.1 - Data Entry Problems and Solu ons 34
Unit 5.2 - Data Entry Automa on 37
Answer Keys 40
6. Assis ng Data Entry Process (SSC/N3022) 42
Unit 6.1- Customer Data Management 44
Unit 6.2 - Network Administra on 48
Unit 6.3 - Data Backup 51
Answer Keys 55
7. Skillsets of Data Entry Services (SSC/N3022) 57
Unit 7.1 - Ques oning Techniques 59
Unit 7.2 - Data Entry and So ware 63
Unit 7.3 - Data Extrac on 67
Unit 7.4 - Data Valida on and Error Detec on 71
Answer Keys 75
8. Incident Management in Data Entry Services (SSC/N3022) 77
Unit 8.1 - Introduc on to Incident Management 79
Unit 8.2 - Incident Management Tools 83
Answer Keys 87

vii
Facilitator Guide

S.No. Modules and units Page No.

9. Employability Skills (DGT/VSQ/N0102) 89

The book on new Employability Skills is available at the following loca on:

h ps://eskillindia.org/NewEmployability
Scan the QR code below to access the ebook

10. Annexure 92
Annexure 1: Training Delivery Plan 95
Annexure 2: Assessment Criteria 103

viii
Facilitator Guide

viii
1.Introduc on
Unit 1.1 -IT-ITeS/BPM Industry – An Introduc on
Unit 1.2 -Job Responsibili es and Career Opportuni es for a
Associate Data Entry Operator

(SSC/N3022)
Facilitator Guide

Key Learning Outcome

At the end of this module, the par cipants will be able to:
1. Comprehend various delivery models used in the IT-BPM industry.

2. Examine the current growth and development standards of the IT-BPM industry.

2
Associate Data Entry Operator

Unit 1.1 -IT-ITeS/BPM Industry – An Introduc on

Unit Objec ves

A er a ending this unit, the par cipants will be able to:
1. Explain the relevance of the IT-ITeS sector.

Resources to be Used
Par cipant Handbook, Pen, Wri ng Pad, Whiteboard, Flipchart, Markers, Laptop, Overhead Projector,
Laser Pointer, equipment and Tools (as recommended for the job role)

Note
This is the ﬁrst session of the program, which will provide you an Introduc on to the IT-ITES/BPM as an
Industry, itscomposi on and structure.

Say
Good day and a very warm welcome to this training program. Before we begin this session, let us have a
round of interac on.

ask
Ask
Ask the par cipants the following ques ons:

Ÿ Which industry in India has shown remarkable growth and has made it a leader on the world map?

Write down the par cipants' answers on whiteboard/ﬂipchart. Take appropriate cues from the answers
and start teaching the lesson.

3
Facilitator Guide

Elaborate
In this session, we will discuss the following points:

· Informa on Technology, Informa on Technology Enabled Services and Business Process Management
(BPM) and its contribu on to the Indian economy.
· IT-BPM Industry and its str uctural component.

ask
Ask
Let us now par cipate in an ac vity to understand the concept be er.

Ac vity-1
· In this ac vity, you invite a Senior Associate from a renowned companyIT ﬁrm to give an overlook on the
IT Industry, its Size and how the IT-ITES/BPM services are growing exponen ally.
· You will conduct a group discussion session.

· If the students have any queries or they have any confusions regarding this chapter, they will raise their
hands
· On availing permission from you, the students can ask ques ons.

· In addi on to this, the Senior IT associate will also share important pointers on areas like:
o The importance of IT-ITES/BPM services in Indian economy.
o India's posi on in providing related services globally.

o Diﬀerent components of this industry and its signiﬁcance.

o Informa on about India's IT & BPM industry diversiﬁca on across ver cals, such as Banking,
Financial Services, and Insurance (BFSI) sector, telecom and retail.

· A er the doubts are cleared, the senior associate or you may add a few points in rela on to mee ng the
requirements.

· In addi on to those, you can also include few extra points that you may ﬁnd reliable to the topic and
beneﬁcial for the students.

4
Associate Data Entry Operator

Say
Did you enjoy this ac vity? Can you see how much informa on you had previously and the informa on you
have now? Let us summarize the points discussed.

Do
· Jot down the crucial points on the whiteboard as the students speak.

· Share your inputs and insight, to encourage the students and add onto what they talk about.

· Ensure that all students par cipate in the class.

Notes for Facilita on

· Ask the par cipants if they have any ques ons.
· Encourage other par cipants to answer it and encourage peer learning in the class.

· Answer all the doubts in case any to the par cipants.

· Ask them to answer the ques ons given in the par cipant manual.
· Ensure that all the par cipants answer every ques on.

QR Code
Scan the QR Code to watch the related video

h ps://www.youtube.com/watch?v=VWbjrPE1Oyo
Unit 1.1 -IT-ITeS/BPM Industry – An Introduc on

5
Facilitator Guide

Unit 1.2 - Job Responsibili es and Career Opportuni es for a

Associate Data Entry Operator

Unit Objec ves

At the end of this unit, the par cipants will be able to:

1. Discuss the role and responsibili es of a Associate Data Entry Operator.

2. Explain the personal a ributes required in a Associate Data Entry Operator.

3. Iden fy the career path for a Associate Data Entry Operator.

Resources to be Used
Par cipant Handbook, Pen, Wri ng Pad, Whiteboard, Flipchart, Markers, Laptop, Overhead Projector,
Laser Pointer, equipment and Tools (as recommended for the job role)

Note
This is the Second session of the program, which will provide you an understanding of the role and
responsibili es of a Data Entry Operator its a ributes & skills important to succeed in it as well as the career
path.

Say
Good day and a very warm welcome to this training program. Before we begin this session, let us have a
round of interac on.

ask
Ask
Ask the par cipants the following ques ons:
· What are the key skills and a ributes required to succeed in the IT industry?
· What are the career op ons or the associated opportuni es post comple ng Data Entry operator
course?
Write down the par cipants' answers on whiteboard/ﬂipchart. Take appropriate cues from the answers
and start teaching the lesson.

6
Associate Data Entry Operator

Elaborate
In this session, we will discuss the following points:

· Job responsibili es of a Associate Data Entry Operator which includes:

o Undertaking data entry services.

· Associated ac vi es like collec ng informa on from customer, iden ﬁca on and resolu on of
the problems related to hardware and so ware issues.
· Iden ﬁca on and resolu ons of errors
· Coordina on with the appropriate like SME/Line Managers/Supervisors.

o Re source requirement and compliances

o Maintaining a healthy, safe, and secure environment
· Personal a ributes of a Associate Data Entry Operator

· Career Map for a Associate Data Entry Operator

Say
Let us now par cipate in an ac vity to understand the concept be er.

Ac vity - 1
· In this ac vity, you invite a Senior Data Entry Associate from a renowned company to give an overlook on
the roles and responsibili es, desired a ributes, and the career growth into this ﬁeld.
· If the students have any queries or they have any confusions regarding this chapter, they will raise their
hands
· On availing permission from you, the students can ask ques ons.

· In addi on to this, the Senior Data Entry associate will also share important pointers on areas like:

o Job responsibili es of a Associate Data Entry Operator and its associated opera ons and day to day
ac vi es.

o A ributes and skill required in a Associate Data Entry Operator to get succeeded in this career.
o Opportuni es and career path for a Domes c Data Operator.
o Workplace challenges and beneﬁts.

7
Facilitator Guide

· A er the doubts are cleared, the senior associate or you may add a few points in rela on to mee ng the
requirements.
· In addi on to those, you can also include few extra points that you may ﬁnd reliable to the topic and
beneﬁcial for the students.

Say
Did you enjoy this ac vity? Can you see how the much informa on you had previously and the informa on
you have now? Let us summarize the points discussed.

Do
· Jot down the crucial points on the whiteboard as the students speak.

· Share your inputs and insight, to encourage the students and add onto what they talk about.
· Ensure that all students par cipate in the class.

Notes for Facilita on

· Ask the par cipants if they have any ques ons.
· Encourage other par cipants to answer it and encourage peer learning in the class.
· Answer all the doubts in case any to the par cipants.
· Ask them to answer the ques ons given in the par cipant manual.

· Ensure that all the par cipants answer every ques on.

8
Associate Data Entry Operator

Answer Keys
Answer the following ques ons:

1. Iden fy the two sectors of the Indian IT market.

· IT Services
· Business Process Management
· So ware Products
· Engineering and R & D

2. Iden fy the middle-level technical support/IT helpdesk job role that a Associate Data Entry Operator
can move into for career progress.

· IT Help desk
· Team Leader Technical Support
· Specialist Technical Support
· Manager Technical Support
· Sr. Collec on Specialist
· Team Leader Collec on
· Manager Collec on

9
Facilitator Guide

10
2. Concept of Data Entry
Unit 2.1 -Data Entry

(SSC/N3022)
Facilitator Guide

Key Learning Outcome

At the end of this module, the par cipants will be able to:
1. Explain data entry services, procedures, and the policies applicable.

2. Analyse the method of informa on gathering for date entry purposes.

12
Associate Data Entry Operator

Unit 2.1-Data Entry

Unit Objec ves

At the end of this unit, the par cipants will be able to:
1. Iden fy the data entry procedures, tools, and techniques.
2. Explain the role and importance of the data entry operator in suppor ng business opera ons.

Resources to be Used
Par cipant Handbook, Pen, Wri ng Pad, Whiteboard, Flipchart, Markers, Laptop, Overhead Projector,
Laser Pointer, equipment, and Tools (as recommended for the job role)

Note
This is the third session of the program, which will provide you an Introduc on to the procedures, tools and
techniques required for data entry opera ons and its importance. A brief overview will be provided about
the types of data entry jobs prevailing in the market.

Say
Good day and a very warm welcome to this training program. Before we begin this session, let us have a
round of interac on.

ask
Ask
Ask the par cipants the following ques ons:
· What is the importance of data and how essen al is to have a Data Entry operator in any industry?

Write down the par cipants' answers on whiteboard/ﬂipchart. Take appropriate cues from the answers
and start teaching the lesson.

13
Facilitator Guide

Elaborate
In this session, we will discuss the following points:
· Iden fying the data entry procedures, tools, and techniques:

o Introduc on of Data Entry and its importance. Explain that with modern businesses genera ng an
enormous amount of data, it is important for them to collect, organize and analyze data to gain
insights into their opera ons, financial health, and what their customers/clients need or prefer.
o A Data Entry Operators has to compile and organize variety of data. In a large company, different
departments may need access to different kinds of data.
o A Data Entry Operator plays a crucial role in ensuring the availability of data to various stakeholders
as per their requirements.
· Typesof Data Entry Jobs: Explain that ddepending on the industry,there are many associated data entry
jobs. Some of the job roles are Accoun ng Data Entry Clerk, Human Resources Data Entry Clerk,
Insurance Data Entry, Medical Records Data Entry Clerk, Order Data Entry Clerk, Personnel Records Data
Entry Clerk, Shipping and Receiving Data Entry Clerk etc.
o Depending on the Types of data there are various tools and techniques for recording and organizing
the data. Majorly the data recorded is based on industry type.
o Explain useful tools for date entry job are like word processors, online forms, shorthand wri ng
skills, payroll so ware's, spreadsheets, Web based ERP, Email Processing. The func ons of each
tool and their uses dependson the industry requirement.

Say
Let us now par cipate in an ac vity to understand the concept be er.

Ac vity - 1
· You will divide the class into 5 teams.

· Each team will have an even number of students.

· You will instruct the students that each of the teams must prepare a list of data entry types and tools
required for recording and data base management from the below listed industry.
o Team A: Account

14
Associate Data Entry Operator

o Team B: Medical/Hospital
o Team C: Legal department

o Team D: Educa onal Ins tu on

o Team E: Municipality
· A er the team of students create the list, they will submit it to you.

· You will evaluate the 5 lists and select the best one.
· You will also read out the appreciated list in front of the class.
· The most extensive and detailed list shall be appreciated with accolades.

Say
Did you ﬁnd the ac vity frui ul? I hope all of you are aware of the scope of data entry operator w.r.t various
industry and job type.

Do
· Jot down the crucial points on the whiteboard as the students speak.
· Share your inputs and insight, to encourage the students and add onto what they talk about.

· Ensure that all students par cipate in the class.

Notes for Facilita on

· Ask the par cipants if they have any ques ons.
· Encourage other par cipants to answer it and encourage peer learning in the class.

· Answer all the doubts in case any to the par cipants.

· Ask them to answer the ques ons given in the par cipant manual.
· Ensure that all the par cipants answer every ques on.

15
Facilitator Guide

Answer Keys
Answer the following ques ons:
1. Iden fy two types of data entry jobs.

· Insurance Data Entry

· Medical Records Data Entry Clerk

2. Give two examples of manual data entry.

· This involves simply reading a PDF document and typing it into a Word document or entering data
into a spreadsheet.

· Municipal records: The task is to enter municipal records details like birth, legal documents, town
records, etc.

16
Associate Data Entry Operator

17
3. So ware Requirement
for Data Entry
Unit 3.1 – Data Entry So ware

(SSC/N3022)
Facilitator Guide

Key Learning Outcome

At the end of this module, the par cipants will be able to:
1. Inspect the data being entered from mul ple sources to check authen city and remove errors.

2. Iden fy the so ware requirements to collate data in a systema c format.

19
Associate Data Entry Operator

Unit 3.1 -Data Entry So ware

Unit Objec ves

At the end of this unit, the par cipants will be able to:
1. Iden fy different so ware tools needed for report wri ng, including MS office suite or Open Office.
2. Dis nguish between various types of data using database management so ware.

Resources to be Used
Par cipant Handbook, Pen, Wri ng Pad, Whiteboard, Flipchart, Markers, Laptop, Overhead Projector,
Laser Pointer, equipment and Tools (as recommended for the job role)

Note
This is the Fourth session of the program, which will provide you an insight and understanding of the report
wri ng and the uses of so ware like word processor for it. You will also learn about technology driven Data
Base Management so ware.

Say
Good day and a very warm welcome to this training program. Before we begin this session, let us have a
round of interac on.

ask
Ask
Ask the par cipants the following ques ons:
· What is report wri ng?What are the important elements of it?

Write down the par cipants' answers on whiteboard/ﬂipchart. Take appropriate cues from the answers
and start teaching the lesson.

20
Facilitator Guide

Elaborate
In this session, we will discuss the following points:

· Report wri ng. Deﬁne report wri ng and the essence of it. Also summarize the basic structure to be
followed for the report wri ng.

o List the elements contain in a report.

· Report wri ng so ware. Illustrate uses of word processor so ware and its features making it user-
friendly for wri ng reports.

· Database Management System. Explain DBMS as a tool for wider access and storage of data with higher
eﬃcacy.

Say
Let us now par cipate in an ac vity to understand the concept be er.

Ac vity - 1
· In this ac vity, ask everyone to use word processor so ware to prac ces the below ac vity and save it in
their system.
Type “Let's write a report”.
Try the ac vity by using the following op ons:
· Font Calibri (Body),
· Font style Italic,
· Size 11 point,
· Font colour blue,
· Underline style - a simple line,
· Underline colour red, and
· Eﬀects Small Cap.
· Right alignment,
· Indenta on 1 inch for le as well as right,
· First line indent 0.5 inch,

21
Associate Data Entry Operator

· If the students have any queries or they have any confusions regarding this ac vity, they will raise their
hands
· On availing permission from you, the students can ask ques ons.
· Everyone done with the ac vity will be appreciated with accolades.

Say
Did you enjoy this ac vity? Hope you found it easier working on word processor? Let us summarize the
points discussed. Let us do another ac vity to understand the features of word processing document.

Ac vity – 2
XYZ NGO is planning to organise a compe on on “Earth Day” on the topic “Global Warming”. Prepare a
dra using MS-WORD.
To make it more a rac ve make use of Clipart and Word art.
I. Save the dra on the Desktop in name of “Global.Doc”
II. Use Spell and Grammar check
III. Make the line spacing to 1.5
IV. Insert a Header to your dra and write the subject code.
V. Make top margin to 3 cm. save the document and take print.

Do
· Jot down the crucial points on the whiteboard as the students speak.
· Share your inputs and insight, to encourage the students and add onto what they talk about.

· Ensure that all students par cipate in the class.

Notes for Facilita on

22
Facilitator Guide

Answer Keys
Answer the following ques ons:
1. Explain brieﬂy what report wri ng is.

A report is a concise document wri en for a speciﬁc purpose and audience. It usually records and
analyses a situa on/problem, o en recommending future ac on.

2. Explain the purpose of a data management system.

A Database Management System (DBMS) handles data crea on and management. It also allows users to
access and update data at any me.

QR Code
Scan the QR Code to watch the related video

h ps://www.youtube.com /watch?v=Wd ZZ4G0Vg

Unit 3.1 -Data Entry So ware

23
Associate Data Entry Operator

24
4. Process of Data Entry
Unit 4.1 - Data Entry Process

(SSC/N3022)
Facilitator Guide

Key Learning Outcome

At the end of this module, the par cipants will be able to:
1. Evaluate the helpdesk feedback system and its importance.

2. Design a suitable and reasonable meframe for the entry to be processed and revert to the customer on
the same.

3. Maintain proper security, storage and back up of data ﬁles.

26
Associate Data Entry Operator

Unit 4.1 - Data Entry Process

Unit Objec ves

At the end of this unit, the par cipants will be able to:
1. Discuss the adequacy of exis ng helpdesk feedback systems.
2. Discuss methods of the data entry process.

Resources to be Used
Par cipant Handbook, Pen, Wri ng Pad, Whiteboard, Flipchart, Markers, Laptop, Overhead Projector,
Laser Pointer, equipment and Tools (as recommended for the job role)

Note
· This is the ﬁ h session of the program, which will introduce you to the importance of having feedback
mechanism, the usefulness of the feedback data for an organisa on in making decisions, methodologies
for data collec on and its processing.

Say
Good day and a very warm welcome to this training program. Before we begin this session, let us have a
round of interac on.

ask
Ask
Ask the par cipants the following ques ons:

· Have you come across any shop or any services physically or online where you had been asked feedback
post purchase or services? What is the method they adopted to take your feedback?

Write down the par cipants' answers on whiteboard/ﬂipchart. Take appropriate cues from the answers
and start teaching the lesson.

27
Facilitator Guide

Elaborate
In this session, we will discuss the following points:

· Customer Feedback. Deﬁne importance of feedback as an important walk of life. Customer feedback is
key for success in business. Diﬀerent kind of informa on can be collated of customer experience of
product or services which as a Data Entry Operator has to gather and report.

· List out the Importance of Feedback.

· List out the Methods of collec ng customer feedback.

· Explain the key data entry process.

Say
Let us now par cipate in an ac vity to understand the concept be er.

Ac vity - 1
· You will divide the class into 3 teams.
· Each team will have an even number of students.
· You will instruct the students that each of the teams must collect data amongst themselves on the
product/services listed below. Prepare a ques onnaire prior to it to collate different informa on for the
choice of product or services one is taking.
o Team A: Toothpaste (Colour, taste, values, packaging etc.)
o Team B: Mobile Network (brand, quality of network, tariff, type of uses viz. internet or calling etc.)
o Team C: Face cream (brand, herbal or ar ficial, uses etc.)
· A er the team of students create the list, they will submit it to you.
· You will evaluate the lists and select the best one.
· You will also read out the appreciated ques onnaire and the data collated in front of the class.
· If the students have any queries or they have any confusions regarding this ac vity, they will raise their
hands
· On availing permission from you, the students can ask ques ons.
· Everyone done with the ac vity will be appreciated with accolades.

28
Associate Data Entry Operator

Say
Did you enjoy this ac vity? Hope you got any understanding on how data is created and collated to get a
concluding remark about a product or services. Let us summarize the points discussed.

Do
· Jot down the crucial points on the whiteboard as the students speak.

· Share your inputs and insight, to encourage the students and add onto what they talk about.

· Ensure that all students par cipate in the class.

Notes for Facilita on

· Ask the par cipants if they have any ques ons.

· Encourage other par cipants to answer it and encourage peer learning in the class.
· Answer all the doubts in case any to the par cipants.

· Ask them to answer the ques ons given in the par cipant manual.

· Ensure that all the par cipants answer every ques on.

29
Facilitator Guide

Answer Keys
Answer the following ques ons:
1. State two beneﬁts of taking customer feedback.

a. Customer feedback is a reliable source of informa on regarding the state of a company and its
services.

b. Customer sa sfac on and sen ments toward a product or an organisa on are revealed through
feedback.

2. Iden fy two methods of taking customer feedback.

a. Customer feedback survey

b. Paper feedback forms

30
Associate Data Entry Operator

31
5. Troubleshoo ng in
Data Entry Process
Unit 5.1 – Data Entry Problems and Solu ons
Unit 5.2 – Data Entry Automa on

(SSC/N3022)
Facilitator Guide

Key Learning Outcome

At the end of this module, the par cipants will be able to:
1. Categorize and examine the essen al steps required to analyse data.

2. Examine common errors and plan to mi gate them.

33
Associate Data Entry Operator

Unit 5.1 - Data Entry Problems and Solu ons

Unit Objec ves

At the end of this unit, the par cipants will be able to:

1. Deliberate typical problems raised by customers and their solu ons.

2. Understand why manual data entry errors happen and learn ways to avoid them.

Resources to be Used
Par cipant Handbook, Pen, Wri ng Pad, Whiteboard, Flipchart, Markers, Laptop, Overhead Projector,
Laser Pointer, equipment and Tools (as recommended for the job role)

Note
This is the sixth session of the program, which will introduce you to the common data entry issues and
errors and the ways to minimize Data entry errors. You will also learn about the data entry automa on
framework and beneﬁts of it.

Say
Good day and a very warm welcome to this training program. Before we begin this session, let us have a
round of interac on.

ask
Ask
Ask the par cipants the following ques ons:

· What are the most common issues that anyone may face when working with data of big size? Is there a
solu on to bring accuracy and eﬃciency in dealing with big data size?

Write down the par cipants' answers on whiteboard/ﬂipchart. Take appropriate cues from the answers
and start teaching the lesson.

34
Facilitator Guide

Elaborate
In this session, we will discuss the following points:
1. Common Data Entry Issues. Data entry is a vital part of the overall data management process. Data entry
may experience diﬀerent types of issues, causing setbacks. Following are some of the primary issues
experienced with data entry:

o Errors in the input Process. Typo errors are the most common errors while inpu ng data.

o Data conﬁgura on. Incorrect forma ng leading disorganisa on and duplica on possibility of
informa on.

o Human error. Human issues, such as weariness, speed of data entry input, interrup ons /
distrac ons, emo onal components, and inadequate me can all nega vely impact data
management
o Skills of Data Entry Operators. In-adequately trained staﬀ to enter data.

2. Ways to Minimize Data Entry Errors. Some of the ways to ensure accuracy are;data entry so ware
should have descrip ve informa on for every ﬁeld to feed precise and exact informa on. All ﬁelds
should be labelled or described appropriately. Appropriate training of the data entry operators is much
needed.

Say
Let us now par cipate in an ac vity to understand the concept be er.

Ac vity - 1
· You will divide the class into 4 teams.
· Each team will have an even number of students.
· Each team will be given a topic from common data entry type to present.
· You will instruct the students that each of the teams will nominate a leader to present.
· Leader will be provided a chance to present his/her point on the Common Data Entry Issues and the
ways to minimize these.
· You will evaluate the presenter from each team based on the informa on given. Select the best one.
· You will also read out the presenter and the team in front of the class.
· If the students have any queries or they have any confusions regarding this ac vity, they will raise their
hands

35
Associate Data Entry Operator

· On availing permission from you, the students can ask ques ons.
· ·Everyone done with the ac vity will be appreciated with accolades.

Say
Did you enjoy this ac vity? Hope you got any understanding on Common data entry errors and ways to
avoid them. Get a concluding remark about it and summarize the points discussed.

Do
· Jot down the crucial points on the whiteboard as the students speak.
· Share your inputs and insight, to encourage the students and add onto what they talk about.
· Ensure that all students par cipate in the class.

Notes for Facilita on

· Ask the par cipants if they have any ques ons.

· Encourage other par cipants to answer it and encourage peer learning in the class.

· Answer all the doubts in case any to the par cipants.

· Ask them to answer the ques ons given in the par cipant manual.

· Ensure that all the par cipants answer every ques on.

QR Code
Scan the QR Code to watch the related video

h ps://www.youtube.com/watch?v=A75SOVIZ18k
Unit 5.1 - Data Entry Problems and Solu ons

36
Facilitator Guide

Unit 5.2 - Data Entry Automa on

Unit Objec ves

At the end of this unit, the par cipants will be able to:

1. Discuss a framework that can be created to Automate the Data Entry Process

Resources to be Used
Par cipant Handbook, Pen, Wri ng Pad, Whiteboard, Flipchart, Markers, Laptop, Overhead Projector,
Laser Pointer, equipment and Tools (as recommended for the job role)

Note
This is the seventh session of the program, which will introduce you to the framework that to be created to
automate the Data entry process.

Say
Good day and a very warm welcome to this training program. Before we begin this session, let us have a
round of interac on.

ask
Ask
Ask the par cipants the following ques ons:

· What are the disadvantages of manual data entry? Can automa on solve this issue at large? Let's
discuss.

Write down the par cipants' answers on whiteboard/ﬂipchart. Take appropriate cues from the answers
and start teaching the lesson.

37
Associate Data Entry Operator

Elaborate
In this session, we will discuss the following points:
· Benefits of data entry automa on. Automa on o en brings value to a business. The same applies to
data entry. Let's list out the benefits of automa on
o Reduc on in errors – When humans perform a task, they tend to make errors for several reasons,
e.g. lack of mo va on, being red, distrac ons, etc. Human beings are prone to making errors. In
contrast, automa on or so ware that can provide a consistent output with constant input can help
reduce errors significantly.
o Quicker processing. Explain that automa on helps get data entry done at consistent speeds and
quicker than humans. With defined rules for data entry programmed in so ware, a much greater
volume can be processed in a much shorter period.

o Be er u liza on of workforce. With automa on and data entry handled by machines, human
resources can be deployed on a more crea ve work.

o Lower costs and more value Automa on is an investment that takes me and money. Once it is
recovered, it becomes much more economical to carry out data entry.

· Data Entry Automa on Solu ons List out the emerging and promising technologies that can
revolu onize the data entry processes. Some of them are:

a. Op cal Character Recogni on (OCR) - Op cal Character Recogni on is a technology that helps
digitally convert informa on that isn't readable for machines into a format that machines can read
and comprehend.
b. Natural Language Processing (NLP) NLP is to comprehend and make sense of human language,
most commonly spoken words or phrases.
c. Robo c Process Automa on (RPA) - RPA is a type of automa on in which a computer or a robot with
an appropriate so ware program learns to replicate human behaviour.
d. Data entry automa onwithAr ﬁcial Intelligence (AI) - AI is a technology that aims to make a
machine or a so ware program embedded in a machine behave like a human and respond
appropriately to inputs.

Say
Let us now par cipate in an ac vity to understand the concept be er.

38
Facilitator Guide

Ac vity - 1
· In this ac vity, you invite an IT expert with edge on technology based solu on for automa on from a
renowned company to give the latest innova on related informa on.
· You will conduct a group discussion session.
· You will divide the class into 4group.
· If the students have any queries or they have any confusions regarding this ac vity, they will raise their
hands
· On availing permission from you, the students can ask ques ons.
· In addi on to this, the IT expert will also share important pointers on areas like:
o Use of Ar ficial Intelligence AI, Machine learning, Robo cs etc. into Data Entry process.
o Skills required to learn the uses of OCR, NLP and new technology driven solu on.
· A er the doubts are cleared, you may add a few points in rela on to mee ng the requirements.
· In addi on to those, you can also include few extra points that you may find reliable to the topic and
beneficial for the students.

Say
Did you enjoy this ac vity? Hope you got any understanding on automa on and how it is beneﬁ ng. Get a
concluding remark about it and summarize the points discussed.

Do
· Jot down the crucial points on the whiteboard as the students speak.
· Share your inputs and insight, to encourage the students and add onto what they talk about.

· Ensure that all students par cipate in the class.

Notes for Facilita on

· Ask the par cipants if they have any ques ons.

· Encourage other par cipants to answer it and encourage peer learning in the class.
· Answer all the doubts in case any to the par cipants.
· Ask them to answer the ques ons given in the par cipant manual.

· Ensure that all the par cipants answer every ques on.

39
Associate Data Entry Operator

Answer Keys
Answer the following ques ons:
1. List down two problems experienced with data entry.

a. Errors in the input Process. Typo errors are the most common errors while inpu ng data.

b. Data conﬁgura on. Incorrect forma ng leading disorganisa on and duplica on possibility of
informa on

2. Iden fy a solu on for minimizing data entry errors.

Ways to Minimize Data Entry Errors. Some of the ways to ensure accuracy are;

a. Data entry so ware should have descrip ve informa on for every ﬁeld to feed precise and exact
informa on.

b. All ﬁelds should be labelled or described appropriately.

3. List down two beneﬁts of data entry automa on.

a. Reduc on in errors

b. Quicker processing

4. Iden fy two data entry automa on solu ons.

a. Op cal Character Recogni on (OCR)

b. Data entry automa on with Ar ﬁcial Intelligence (AI)

40
Facilitator Guide

41
6. Assis ng Data Entry
Process
Unit 6.1 -Customer Data Management
Unit 6.2 -NetworkAdministra on
Unit 6.3 -Data Backup

(SSC/N3022)
Facilitator Guide

Key Learning Outcome

At the end of this module, the par cipants will be able to:
1. Summarize various backup du es required for the data entry process.

43
Associate Data Entry Operator

Unit 6.1-Customer Data Management

Unit Objec ves

At the end of this unit, the par cipants will be able to:

1. Plan methods to collate the right informa on from the customer to enable the data entry process
2. Summarize the importance of documen ng, classifying, and priori zing service requests and crowd
management.

Resources to be Used
Par cipant Handbook, Pen, Wri ng Pad, Whiteboard, Flipchart, Markers, Laptop, Overhead Projector,
Laser Pointer, marking tools (Chalk / Pencil)

Note
This is the eighth session of the programme, which will introduce us to collate right informa on from the
customer and data management.

Say
Good day everyone. We all know the today is the era of informa on. More the informa on and the data you
have about your customer more you have chances of succeeding in your business.

ask
Ask
Ask the par cipants the following ques ons:

· What are the ra onale behind collec ng data about the customer and what are the diﬀerent types of
data?

· Serving customer is important. How will you priori ze the service request from the customer?

Write down the par cipants' answers on whiteboard/ﬂipchart. Take appropriate cues from the answers
and start teaching the lesson.

44
Facilitator Guide

Elaborate
In this session, we will discuss the following points:
Customer Data Management (CDM). CDM is the process of collec ng, organising, and analysing customer
data. It is ahelpful to make changes to:
· Rates of customer acquisi on, sa sfac on, and reten on

· Strategies for customer visibility and communica on

· Enhanced data quality and revenue

Collec on of Customer Data. The following methods can be used to collect compelling data:
· Iden ty Data: Iden ty data is the collec on of informa on about a par cular person. This type of
informa on can be collected when consumers submit their payment informa on during the checkout
process, sign up for the newsle er, or voluntarily hand it over to obtain a product, service, or reward.
· Quan ta ve Data: To understand the customer on an individual level, it is necessary to use measurable
opera onal data, or quan ta ve data, to understand how the consumer interacts with the business.
Quan ta ve data examples include:

a) Online/Oﬄine Transac ons

b) Customer Service
c) Inbound/Outbound Communica on

d) Online Ac vity

e) Social Network
· Descrip ve Data: A step up from iden ﬁca on data, descrip ve data includes addi onal
demographic informa on that correctly deﬁnes the customer. Descrip ve data examples include:
· Marital Status, Rela onships, Number of Children, and so forth.
· Property type, car ownership, pet ownership, hobbies, collec ons, interests, etc.

· High school, college, further educa on, and so forth.

· Job Title, Job Descrip on, Income, Professional Background, and so forth.
· Qualita ve Data: The qualita ve data describe the reasoning behind the choices customers make.

Service Request Management

A service request is a formal request made by a customer or a client's employee to a service provider to
supply them with anything that would be beneﬁcial in the day-to-day opera ons of the business. The
service requests can be documented and classiﬁed on a priority basis:

· Low Priority: Visitors who are not ac ve consumers o en make low priority requests.

45
Associate Data Entry Operator

· Medium Priority: Medium priority requests include product use and troubleshoo ng inquiries that do
not interfere with the customer's ability to u lise the product; also, they may be casual users or have
subscribed to the free version of the product.

· High Priority: Customers with high priority requests are those whose product usage is being hampered
or impeded by the issue at hand.

· First Priority: Customers who are unable to use the product due to an issue make the highest priority
requests.

Say
Let us now par cipate in an ac vity to understand the concept be er.

Ac vity
· This ac vity will be in the form of “pairing up”
· The trainer will ask the trainees to form pairs
· Each pair will take part to share data for a par cular product or services they like.
· One par cipant of the pair should enact the role of a surveyor and the other par cipant will play the role
of a customer.
· The data entry operator should prepare a mock document on the iden ty, quan ta ve and descrip ve
and qualita ve data
· In the next round, the roles of the par cipants will be swapped
· The par cipant who played the role of a customer, will play the role of DEO and vice versa

Say
Did you ﬁnd the ac vity frui ul? I hope all of you have enjoyed the ac vity.

46
Facilitator Guide

Do
· Jot down the crucial points on the whiteboard as the students speak

· Share your inputs and insight, to encourage the students and add onto what they talk about

· Ensure that all students par cipate in the class

· Ask a student to summarise what was discussed in the session

· Demonstrate enthusiasm for subject ma er, course and par cipant's work

· Prepare in advance and use appropriate energisers

· Encourage the students to explore how the training session can help them improve their work

· Keep the students on track

· Keep the ambience construc ve and posi ve

· Ensure each contribu on is given fair considera on

Notes for Facilita on

· Ask the par cipants if they have any ques ons

· Encourage other par cipants to answer it and encourage peer learning in the class
· Answer all the doubts in case any to the par cipants

· Ask them to answer the ques ons given in the par cipant manual

· Ensure that all the par cipants answer every ques on

47
Associate Data Entry Operator

Unit 6.2 -Network Administra on

Unit Objec ves

At the end of this unit, the par cipants will be able to:

1. Manage PC conﬁgura on, networking, network admin, layers of networking, etc.

2. Explain the OSI model of networking.

Resources to be Used
Par cipant Handbook, Pen, Wri ng Pad, Whiteboard, Flipchart, Markers, Laptop, Overhead Projector,
Laser Pointer, marking tools (Chalk / Pencil)

Note
· This is the ninth session of the programme, which will introduce us to manage PC, basics of networking,
admin, layers and the OSI model of Networking.

Say
· Good day everyone. We all know that our most of the work is going to be done with the help of
Computer & Networking. Hence it become very important to know the basics of it. This unit will help you
know the networking, monitoring and its security.

ask
Ask
Ask the par cipants the following ques ons:

· What are the threats working on any data on the PC connected with internet? What is networking? Why
it is so important?

Write down the par cipants' answers on whiteboard/ﬂipchart. Take appropriate cues from the answers
and start teaching the lesson.

48
Facilitator Guide

Elaborate
In this session, we will discuss the following points:
Network Administra on:Network administra on entails a variety of opera onal du es that aid in the
smooth and eﬀec ve running of a network. List out the important network management tasks.
Components of Network Administra on. List out the below components

1. Network Monitoring

2. Network Management
3. Network Security
Open Systems Interconnec on (OSI) Model. Open Systems Interconnec on Model (OSI Model) is a
conceptual framework for describing the opera ons of a networking system. List out the func onal layers
of OSI Model. The seven abstrac on layers are:
1. Physical Layer: Open Systems Interconnec on Model's lowest level is concerned with electrically
or op cally passing raw unstructured data bits over the network from the physical layer of the
sending device to the physical layer of the receiving device.

2. Data Link Layer: At the data connec on layer, directly linked nodes carry out node-to-node data
transfer, where data is packaged into frames. The data connec on layer corrects any errors that
may have occurred at the physical layer.
3. Network Layer: The network layer is in charge of accep ng frames from the data link layer and
rou ng them to their respec ve des na ons depending on the addresses contained inside the
frame.

4. Transport Layer: The transport layer is in charge of data packet delivery and error checking. It
governs the size, sequencing, and, ul mately, data ﬂow between systems and hosts.

5. Session Layer: The session layer manages communica ons between machines.
6. Presenta on Layer: The presenta on layer prepares or transforms data for the applica on layer
based on the syntax or seman cs that the applica on accepts.

7. Applica on Layer: The layer interacts directly with the so ware applica on at this er. This layer
provides network services to end-user programmes like a web browser or Oﬃce 365.

Say
Let us now par cipate in an ac vity to understand the concept be er.

49
Associate Data Entry Operator

Ac vity
· In this ac vity, you will divide the class into 2 groups.
· Each group will be given 1 topics.
· Group A will be working on Components of Network Administra on
· Group B will require to present Open Systems Interconnec on (OSI) Model
· You will take 10 minutes to evaluate the answers of the students.
· The group which can present their answers in the best way within 30 minutes will be awarded
apprecia on and accolades

Say
Did you ﬁnd the ac vity frui ul? I hope all of you have enjoyed the ac vity.

· Ask a student to summarise what was discussed in the session

· Demonstrate enthusiasm for subject ma er, course and par cipant's work
· Prepare in advance and use appropriate energisers

· Encourage the students to explore how the training session can help them improve their work

· Keep the students on track

· Keep the ambience construc ve and posi ve

· Ensure each contribu on is given fair considera on

Notes for Facilita on

· Ask the par cipants if they have any ques ons
· Encourage other par cipants to answer it and encourage peer learning in the class
· Answer all the doubts in case any to the par cipants
· Ask them to answer the ques ons given in the par cipant manual
· Ensure that all the par cipants answer every ques on

50
Facilitator Guide

Unit 6.3 -Data Backup

Unit Objec ves

At the end of this unit, the par cipants will be able to:

1. Undertake various backup ac vi es of data entered.

Resources to be Used
Par cipant Handbook, Pen, Wri ng Pad, Whiteboard, Flipchart, Markers, Laptop, Overhead Projector,
Laser Pointer, marking tools (Chalk / Pencil)

Note
This is the tenth session of the programme, which will introduce us to undertaking various backup ac vi es
of data entered.

Say
Good day everyone. We all know that Data is the lifeblood of modern organiza ons and losing it may have
disastrous eﬀects and cause opera ons to be disrupted. The present unit helps you understand to
undertake various backup ac vi es of data entered.

ask
Ask
Ask the par cipants the following ques ons:

· What are the most common ways of storing data? Why data backup is so important?

Write down the par cipants' answers on whiteboard/ﬂipchart. Take appropriate cues from the answers
and start teaching the lesson.

51
Associate Data Entry Operator

Elaborate
In this session, we will discuss the following points:
1. Data Backup. Data backup is the process of replica ng data from one place. It can be required another in
the event of a tragedy, accident, or malicious a ack.
2. Types of Data Backup.

There are three kinds of data backup:

a) Full backup. A full backup is when all files and folders are copied thoroughly.
b) Incremental Backup. Incremental backup is a backup method that supports only the data that has
changed since the previous complete backup.
c) Differen al Backup. Differen al backups are a compromise between execu ng complete backups
and incremental backups on a regular basis.
3. Data Backup Concept. Data backup includes several important concepts:
a) Backup solu ons and tools

b) Backup administrator

c) Backup scope and schedule

d) RPO (Recovery Point Objec ve)

e) Recovery me objec ve (RTM)

4. Data Backup Op on. The following are the backup op ons available:
1. Removable Media: Backing up files using removable media like CDs, DVDs, newer Blu-Ray discs, or
USB flash drives is a straigh orward solu on.
2. Redundancy: An extra hard drive, or a completely redundant system, can be put up as a duplicate of
a sensi ve system's campaign at a given point in me.
3. External Hard Drive: A high-capacity external hard drive may be installed in the network, and
archive so ware can be used to store changes to local files on that hard drive.
4. Hardware Appliances: Many suppliers provide en re backup appliances commonly installed in a
19" rack. Backup appliances come with plenty of storage and backup so ware already installed.
5. So ware Appliances: So ware-based backup solu ons are more difficult to set up and operate
than hardware backup appliances, but they provide more flexibility.

Say
Let us now par cipate in an ac vity to understand the concept be er.

52
Facilitator Guide

Ac vity - 1
· The name of this ac vity is “Chart Paper” ac vity
· In this ac vity, the Trainer will divide the class into 5 groups
· Each group will be given3 diﬀerent topics from Data Backup Op ons on which they have to provide a
broad explana on
· Group A will write on the Data Back Up Op ons
· Group B will write on Data Back Up Concept
· Group C will write about the kinds of Data Back
· In this ac vity students will topic related posters and diagrams.
· It is important that the Trainees present their answers not only rich in informa on but also supported by
diagrams

Say
Did you ﬁnd the ac vity frui ul? I hope all of you have enjoyed the ac vity.

Do
· Jot down the crucial points on the whiteboard as the students speak

· Share your inputs and insight, to encourage the students and add onto what they talk about
· Ensure that all students par cipate in the class

· Ask a student to summarise what was discussed in the session

· Demonstrate enthusiasm for subject ma er, course and par cipant's work
· Prepare in advance and use appropriate energisers
· Encourage the students to explore how the training session can help them improve their work

· Keep the students on track

· Keep the ambience construc ve and posi ve
· Ensure each contribu on is given fair considera on

53
Associate Data Entry Operator

Notes for Facilita on

54
Facilitator Guide

Answer Keys
1. Fill in the blanks:
Iden ty Data, Data Backup, Service Request Management, Open system interconnec on.

a. Data Backup is the process of replica ng data from one place.

b. Iden ty datais the collec on of informa on about a par cular person.

c. Open system interconnec on is a conceptual framework for describing the opera ons of a
networking system.
d. Service Request Management is the procedures and technologies that enable various
departments within an organiza on.

2. Explain a few backup op ons available.

I Removable Media: Backing up files using removable media like CDs, DVDs, newer Blu-Ray discs, or
USB flash drives is a straigh orward solu on.
II External Hard Drive: A high-capacity external hard drive may be installed in the network, and
archive so ware can be used to store changes to local files on that hard drive.
3. Explain in brief about CDM.
CDM is the process of collec ng, organising, and analysing customer data. It is an important mechanism to
consider while making changes to:
· Rates of customer acquisi on, sa sfac on, and reten on

· Strategies for customer visibility and communica on

· Enhanced data quality and revenue

55
Associate Data Entry Operator

56
7. Skillsets of Data
Entry Services
Unit 7.1 - Ques oning Techniques
Unit 7.2 - Data Entry and So ware
Unit 7.3 - Data Extrac on
Unit 7.4 - Data Valida on and Error Detec on

(SSC/N3022)
Facilitator Guide

Key Learning Outcome

At the end of this module, the par cipants will be able to:
1. Illustrate proper ways of upskilling the data entry process through the use of advanced so ware.

2. Demonstrate applica on of various IT components that assists in the quick data entry process.

58
Associate Data Entry Operator

Unit 7.1 - Ques oning Techniques

Unit Objec ves

At the end of this unit, the par cipants will be able to:

1. Iden fy various ques oning techniques for a be er understanding of an issue.

2. Create a Frequently Asked Ques ons - FAQ for customer-facing issues.

Resources to be Used
Par cipant Handbook, Pen, Wri ng Pad, Whiteboard, Flipchart, Markers, Laptop, Overhead Projector,
Laser Pointer, marking tools (Chalk / Pencil)

Note
This is the tenth session of the programme, which will introduce you to ask appropriate ques ons to gain
the informa on one needs in customer service and to create frequently asked ques on (FAQ) to reduce the
need for constant online customer support.

Say
Good day everyone and a very warm welcome to this training program. Before we begin this session, let us
have a round of interac on. In today's session we will we learning today about “Ques oning Technique”
which is perhaps an art and a skill by which you can know about your clients' requirement and can create
great customer sa sfac on

ask
Ask
Ask the par cipants the following ques ons:

· What are some ques oning words? Can you diﬀeren ate ques on from one another?

Write down the par cipants' answers on whiteboard/ﬂipchart. Take appropriate cues from the answers
and start teaching the lesson.

59
Facilitator Guide

Elaborate
In this session, we will discuss the following points:
1. Ques oning Techniques. Ques oning techniques are to know the appropriate ques ons to ask to gain
the informa on one needs in customer service and dis nguish between an adequate and an
outstanding customer service experience.

2. Types of Ques oning Techniques. List some of the ques oning approaches.
a. Open and Close Ques ons. Open ques ons most o en start with what, why and how. They cannot
be replied to with a simple yes or no answer. Whereas Closed ques ons begin with where, what,
when, or who but can only be replied to with a single word.

b. Funnel Ques ons. The Funnel Effect is what gives rise to funnel ques ons.
c. TED Ques ons. TED ques ons can help in asking be er probing ques ons in customer service.
d. Leading Ques ons. Leading ques ons, o en known as loaded ques ons, are inquiries that imply a
specific answer.
e. Signpos ng. Signpos ng is an excellent customer service prac ce that helps conversa ons,
including queries, flow more easily.
f. Valida ng Customers. Valida ng customers by ques oning them can improve customer service
and create an atmosphere of a en on and caring.
g. Understanding Customer. Different people communicate in different ways. Therefore, customers
will respond be er to the ques oning if communicated with them in the method that suits them
best.

h. Frequently Asked Ques on (FAQ). The most common ques on asked by customers has answers on
the FAQ page of the website. However, customers frequently ask the same few issues, and
responding to all of their concerns via customer service or e-mails can raise costs and reduce
produc vity.

Say
Let us now par cipate in an ac vity to understand the concept be er.

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Associate Data Entry Operator

Ac vity-1
· This ac vity is in the form of “Role Play”
· The trainer will divide the class in pairs (in case of odd man out, make a group of 3 to adjust)
· In this ac vity, one from each player will play the role of a customer from whom the other partner will
ask ques ons using ques oning techniques and will seek answers
· The trainer will ask the trainees to swap their role a er 30 minutes
· This implies that the trainees who played the role of a customer in the ﬁrst round will play the role of a
data entry operator and will ask ques on and vice versa
· The second round will be of 30 minutes
· The trainer will observe the trainees approach and will evaluate their performance
· If the trainees make mistake, the trainer will rec fy them
· The student played role of data entry operator should prepare a mock document on the various
ques ons framed using diﬀerent techniques.

Say
Did you ﬁnd the ac vity frui ul? I hope all of you have enjoyed the ac vity.

Ac vity-2
· You will divide the class into 5 teams.
· Each team will have an even number of students.
· You will instruct the students that each of the teams will search for FAQs from the given listed ﬁelds.
· Team A will be presen ng FAQ page from Online shopping portal.
· Team B will be presen ng FAQ page from UPI payment based applica ons.
· Team C will be presen ng FAQ page from YouTube or any social networking site.
· Team D will be presen ng FAQ page from credit card sec on of a Bank.
· Team E will be presen ng FAQ page from Online Food delivery applica on. .
· A er the team of students create the pages, they will submit it to you.
· You will evaluate the 5best presenters.
· The best presenter with detailed informa on shall be appreciated with accolades.

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Facilitator Guide

Say
· Did you ﬁnd the ac vity frui ul? I hope all of you have enjoyed the ac vity.

· Ask a student to summarise what was discussed in the session

· Demonstrate enthusiasm for subject ma er, course and par cipant's work
· Prepare in advance and use appropriate energisers

· Encourage the students to explore how the training session can help them improve their work
· Keep the students on track
· Keep the ambience construc ve and posi ve

· Ensure each contribu on is given fair considera on

Notes for Facilita on

QR Code
Scan the QR Code to watch the related video

h ps://www.youtube.com/watch?v=W-Kq5RZuyww
Unit 7.1 - Ques oning Techniques

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Associate Data Entry Operator

Unit 7.2 -Data Entry and So ware

Unit Objec ves

At the end of this unit, the par cipants will be able to:

1. Discuss various work methodologies to expedite data entry.

2. Evaluate the purpose of the so ware, including Ninox, Piesync, AutoEntry, etc., in the data entry
process.

Resources to be Used
Par cipant Handbook, Pen, Wri ng Pad, Whiteboard, Flipchart, Markers, Laptop, Overhead Projector,
Laser Pointer, marking tools (Chalk / Pencil)

Note
This is the eleventhsession of the programme, which will help us iden fy various methodologies to
expedite the data entry work also the advantages of using special so ware for data entry.

Say
Good day and a very warm welcome to this training programme. Before we begin this session, let us have a
round of interac on.

ask
Ask
Ask the par cipants the following ques ons:
· What are the key skills that help you work faster in data entry job role?

Write down the par cipants' answers on whiteboard/ﬂipchart. Take appropriate cues from the answers
and start teaching the lesson.

63
Facilitator Guide

Elaborate
In this session, we will discuss the following points:
1. Data Entry. As you know that data entry includes entering and upda ng data into an electronic service or
database. As an individual at your workplace, you would be assigned to enter the data into a company
database with a computer, mouse, keyboard, scanner or other data entry tool. There are several
methods to enhance your data entry skills.
· Typing skills. Body posi on, typing structure, hand posture's accuracy and comfort is important to
get the desired speed and accuracy.
· Desk space should be comfortable.

· Use the online typing tools. Prac cing typing tools enhance typing speed and efficiency.
· Master data entry shortcuts. Use shortcuts with specific so ware products to save me.
· Allow me to proofread: Mistakes can happen in any work done, so it is essen al to examine the
work before submi ng it.
2. Data Entry So ware. Data entry so ware provides the automa on and replacement of costly and
inefficient paper and manual data input opera ons with robust programs.
3. List out the advantages of using data entry so ware:

a. Reduces Errors

b. Saves me
c. Increases accuracy
d. Saves Money

e. Reduces paperwork and expenses

f. Enhances clarity and eﬃciency

Say
Let us now par cipate in an ac vity to understand the concept be er.

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Associate Data Entry Operator

Ac vity-1
· In this session, you will play 3 videos on enhancing data entry speed and accuracy.
· The ﬁrst video is on improving typing skills.
· The YouTube link for the video is h ps://www.youtube.com/watch?v=2S3lhm8LaZo

· The second video is on thesi ng arrangement for comfortable si ng for long dura on and typing on
computer.

· The YouTube link for the video is h ps://www.youtube.com/watch?v=Ree1CWifQTg

· The third video is aboutonline typing tutor website oﬀer free and paid versions to enhance your typing
skills.
· The YouTube link for the video is h ps://youtu.be/CucPl AmEE
· Here, you have the authority to play only 1 video or all the 3 videos to the students.

· The students will jot down everything they may ﬁnd relevant to the topic.

· In addi on, they will also be wri ng down points related to any doub ul area or what those they may
want to acquire more informa on.

· However, the students require keeping in mind that they will not disturb the class by asking ques ons
when the video (s) are playing.

· A er the video (s) ends, the students will raise their hands to ask ques ons.
· You will provide the students with accurate answers and will ensure that there isn't any confusion le in
the minds of students.

Say
Did you ﬁnd the ac vity frui ul? I hope all of you have enjoyed the ac vity.

Do
· Jot down the crucial points on the whiteboard as the students speak

· Share your inputs and insight, to encourage the students and add onto what they talk about

· Ensure that all students par cipate in the class

· Ask a student to summarise what was discussed in the session

65
Facilitator Guide

· Demonstrate enthusiasm for subject ma er, course and par cipant's work
· Prepare in advance and use appropriate energisers

· Encourage the students to explore how the training session can help them improve their work

· Keep the students on track

· Keep the ambience construc ve and posi ve

· Ensure each contribu on is given fair considera on

Notes for Facilita on

66
Associate Data Entry Operator

Unit 7.3 -Data Extrac on

Unit Objec ves

At the end of this unit, the par cipants will be able to:

1. Demonstrate eﬀec ve use of informa on technology to input/extract data results.

Resources to be Used
Par cipant Handbook, Pen, Wri ng Pad, Whiteboard, Flipchart, Markers, Laptop, Overhead Projector,
Laser Pointer, marking tools (Chalk / Pencil)

Note
This is the thirteenth session of the programme, which will help you to know about the eﬀec ve use of
informa on technology to input/extract data results.

Say
Good day and a very warm welcome to this training programme. Before we begin this session, let us have a
round of interac on.

ask
Ask
Ask the par cipants the following ques ons:

· What will you do when you receive ﬁrst hand raw data about your customer? What diﬃcul es you might
face with raw data available on paper or the electronic data?

Write down the par cipants' answers on whiteboard/ﬂipchart. Take appropriate cues from the answers
and start teaching the lesson.

67
Facilitator Guide

Elaborate
In this session, we will discuss the following points:
Data Extrac on. Data extrac on is gathering or obtaining various data types from several sources, many of
which are unstructured or poorly organized. Data extrac on allows data to be consolidated, processed and
reﬁned before being stored in a centralized loca on and changed.

Types of Data Extrac on. Iden fying the data needed is the ﬁrst step in pu ng data extrac on to work. The
following are examples of data that are frequently extracted:

a. Customer data
b. Financial data
c. Performance Data by Use, Task, or Process

Importance of Data Extrac on. The following are some of the advantages of employing a data extrac on
tool:

More Control: Companies can use data extrac on to import data from other sources into their systems.

Increased Speed: Companies typically work with mul ple sorts of data in diﬀerent systems as they develop.
Simpliﬁed Sharing: Extrac on also makes it possible to exchange standardized and useable data.

Precision and accuracy. Data extrac on automates opera ons to reduce mistakes and save me ﬁxing
them.

Say
Let us now par cipate in an ac vity to understand the concept be er.

Ac vity-1
· In this ac vity, you invited a Senior Data Analyst of a renowned company to give the in-depth
informa on related to this chapter.
· You will conduct a group discussion session.

· If the students have any queries or they have any confusions regarding this chapter, they will raise their
hands

· On availing permission from you, the students can ask ques ons.

· In addi on to this, the Senior IT associate will also share important pointers on areas like:

68
Associate Data Entry Operator

o The importance of Data extrac on

o About ETL (Extrac on, Transforma on and Loading) process

o Types of Data Extrac on

o Importance of Data Extrac on.
o Implica ons for not mee ng the accuracy in Data.

· A er the doubts are cleared, the Senior IT associate or you may add a few points in rela on to mee ng
the requirements.

· In addi on to those, you can also include few extra points that you may ﬁnd reliable to the topic and
beneﬁcial for the students.

Say
Did you ﬁnd the ac vity frui ul? I hope all of you have enjoyed the ac vity.

· Ask a student to summarise what was discussed in the session

· Demonstrate enthusiasm for subject ma er, course and par cipant's work
· Prepare in advance and use appropriate energisers

· Encourage the students to explore how the training session can help them improve their work

· Keep the students on track

· Keep the ambience construc ve and posi ve

· Ensure each contribu on is given fair considera on

69
Facilitator Guide

Notes for Facilita on

70
Associate Data Entry Operator

Unit 7.4 -Data Valida on and Error Detec on

Unit Objec ves

At the end of this unit, the par cipants will be able to:

1. Use proper data valida on and error detec on mechanisms.

Resources to be Used
Par cipant Handbook, Pen, Wri ng Pad, Whiteboard, Flipchart, Markers, Laptop, Overhead Projector,
Laser Pointer, marking tools (Chalk / Pencil)

Note
This is the fourteenth session of the programme, which will help you to know about the process of
valida ng the accuracy and quality of data as well help you understand various error detec on techniques
for reducing errors.

Say
Good day and a very warm welcome to this training programme. Before we begin this session, let us have a
round of interac on.

ask
Ask
Ask the par cipants the following ques ons:

· What will happen of the data is incorrectly recorded? What are checks that need to be kept ensuring
accuracy?

Write down the par cipants' answers on whiteboard/ﬂipchart. Take appropriate cues from the answers
and start teaching the lesson.

71
Facilitator Guide

Elaborate
In this session, we will discuss the following points:
· Data Valida on. Data valida on is the process of valida ng the accuracy and quality of data. Explain that
it is cri cal to make sure that the data that goes into the system is valid and fulﬁls the quality
requirements that have been set.

· Types of Data Valida on. List out the types of data valida on commonly use:
o Verify the data type
o Code Veriﬁca on

o Range Veriﬁca on
o Format Check
o Consistency Check

o Uniqueness Check
· Steps for Data Valida on
1. Determine Data Sample. Selec ng the data to be sampled

2. Validate the Database.

3. Validate the Data Format

Error Detec on. Error detec on reduces the chance of sending wrong frames to the des na on, referred to
as undetected error probability. List some of the techniques:
1. Simple Parity Check

2. Two-Dimensional Parity Check

3. Checksum
4. Cyclic Redundancy Check:

Say
Let us now par cipate in an ac vity to understand the concept be er.

Ac vity-1
· In this ac vity, you keep a large data base with errors in it to check valida on.

· You will conduct the session in the IT lab.

72
Associate Data Entry Operator

· Ask students that they will be prac cing valida on in today's session.

· Share the data with them and ask them to use below valida ons:

o Verify the data type

o Code Veriﬁca on

o Range Veriﬁca on

o Format Check
o Consistency Check

o Uniqueness Check

· Tell that his will be a compe on and your speed and accuracy will be tested.
· On availing permission from you, the students can ask ques ons.
· The best performer will be appreciated by the class.

Say
Did you ﬁnd the ac vity frui ul? I hope all of you have enjoyed the ac vity.

Do
· Jot down the crucial points on the whiteboard as the students speak

· Share your inputs and insight, to encourage the students and add onto what they talk about
· Ensure that all students par cipate in the class
· Ask a student to summarise what was discussed in the session

· Keep the students on track

· Keep the ambience construc ve and posi ve
· Ensure each contribu on is given fair considera on

73
Facilitator Guide

Notes for Facilita on

74
Associate Data Entry Operator

Answer Keys
1 Write the full form of the following acronyms.
a. FAQ: Further Asked ques ons

b. ETL: Extract, Transform, Load

c. TED: Tell, Explain, Describe

2 Fill in the blanks

Error Detec on, Data Valida on, Data Extrac on, Data Entry So ware
1. Data Entry So ware provides the automa on and replacement of costly and ineﬃcient paper and
manual data input opera ons with robust programs that may be u lized on computers, cellphones,
and tablets.
2. Data Extrac on is gathering or obtaining various data types from several sources, many of which
are unstructured or poorly organized.
3. The techniques used to iden fy noise or other impairments introduced into data as it is being
transferred from source to des na on are referred to as Error Detec on in networking.
4. Data Valida onis the process of valida ng the accuracy and quality of data.
3 Explain the steps in the funnel ques on technique.
Step 1: Ask Open Ques ons: Begin by asking open ques ons regarding the topic since this will provide all
the informa on required to con nue the conversa on.
Step 2: Asking Probing Ques ons: These are the types of ques ons that will help in exploring further the
reasoning and emo ons behind the customer's responses to the open ques ons.
Step 3: Asking Closing Ques ons: By asking closing ques ons, one can ensure that the service provider
and the customer understand what has been covered in that par cular line of ques oning.
The term "funnel ques ons" refers to how to string these ques ons together.

QR Code
Scan the QR Code to watch the related video

h ps://www.youtube.com /watch?v=eAYBH3lIK8o
Unit 7.4 -Data Valida on and Error Detec on

75
Facilitator Guide

76
8. Incident Management
in Data Entry Services
Unit 8.1 - Introduc on to Incident Management
Unit 8.2 - Incident Management Tools

(SSC/N3022)
Facilitator Guide

Key Learning Outcome

At the end of this module, the par cipants will be able to:
1. Illustrate proper ways of maintaining the confiden ality of storing security and backup files for future
use.
2. Demonstrate applica on of various solu ons for different types of incidents/service requests.

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Associate Data Entry Operator

Unit 8.1 -Introduc on to Incident Management

Unit Objec ves

At the end of this unit, the par cipants will be able to:

1. Discuss and iden fy the various types of incidents during process ﬂow, including storage, applica ons,
and security.

2. Use Error cluster analysis and data event analysis to minimize incidents via analysis of the targeted data.

3. Design frameworks to operate with both internal and external specialists for support to perform correct
incident management

Resources to be Used
Par cipant Handbook, Pen, Wri ng Pad, Whiteboard, Flipchart, Markers, Laptop, Overhead Projector,
Laser Pointer, marking tools (Chalk / Pencil)

Note
This is the ﬁ eenth session of the programme, which will introduce you to iden fy the various types of
incidents during process ﬂow, including storage, applica ons, and security. The unit describes further on
the mechanism to minimize incidents via designed framework.

Say
Good day everyone and a very warm welcome to this training program. Before we begin this session, let us
have a round of interac on. In today's session we will we learning about “what is an incident” its
consequences and the framework for its management.

ask
Ask
Ask the par cipants the following ques ons:
· What are Incidents? What harm they can create to the organisa on? How to handle such situa on?

Write down the par cipants' answers on whiteboard/ﬂipchart. Take appropriate cues from the answers
and start teaching the lesson.

79
Facilitator Guide

Elaborate
In this session, we will discuss the following points:
Incident. Explain thatan incident is anything that disrupts corporate opera ons. An incident can impact
corporate opera ons, services, security, and other cri cal business processes if it is not managed
eﬀec vely.

Mainly there are three types of incidents:

1. Type of Incidents. These are large-scale incidents that occur suddenly
2. Repe ve Incidents: Some situa ons do not go away; no ma er what, the organiza on try to ﬁx
them.
3. Complex Incidents: A complicated incident might cause considerable delays in the process. Some
me it take long me to address.
Incident Management. Explain that incident management process is a collec on of processes and ac vi es
used to respond to and address important occurrences, including iden fying and repor ng incidents, who
is accountable, what tools are u lized, and how the problem is resolved.

List out the most common issues that may arise.

· End users have li le visibility into cket progress or predicted mescales.

· There is no reliable documenta on of previous events.

· Unable to document solu ons to diﬃcul es that occur frequently.

· Business outages are higher, mainly when large disasters occur.
· Longer resolu on mes

· Lack of ability to report.

· Customer sa sfac on has dropped.
Incident Response Framework

· The phrase "incident response" refers to the procedures and policies followed by a company in the event
of a cyber-a ack or data breach.

· The incident management framework is of the following:

Prepare, Respond, Review
Incident Management Process. Give an overview of theincident management processes that is about
methods and ac vi es used to respond to resolve incidents. Any incident resolu on procedure follows a set
of ﬁve steps. These procedures help teams respond to incidents successfully by ensuring that no
component of the issue is neglected.

1. Incident Iden ﬁca on, Logging, and Categoriza on. In this the User reports, solu on analysis, and
manual iden ﬁca on are all used to iden fy incidents.

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Associate Data Entry Operator

2. Incident No fica on and Escala on: This stage includes event aler ng, though the me may vary
depending on how incidents are iden fied or classified.
3. Diagnosis and inves ga on: Staff can begin examining the kind, cause, and poten al remedies for
an issue a er assigned incident du es.
4. Resolu on and Recovery: Elimina ng threats or fundamental causes of difficul es and returning
systems to full func onality is part of resolu on and recovery.

5. Incident Closure: Closing incidents usually entails comple ng paperwork and analysing the
response procedures.

Cluster Analysis. The aim of a cluster analysis is to group various objects or data points so that there is a
higher degree of associa on between two items if they belong to the same group and a low degree of
correla on if they belong to separate groups.

Data Event Analysis. Data Event Analysis is the evalua on of a business-related event that the company has
to be aware of and that needs to be documented in the ﬁrm's memory, i.e., the company ﬁles.
Database Access Control. Database access control, o en known as DB access control, is a technique for
limi ng access to unauthorised individuals and gran ng access to user groups that are permi ed to view
important corporate data in order to avoid data breaches in database systems.

Say
Let us now par cipate in an ac vity to understand the concept be er.

Ac vity-1
· You will divide the class into 4 teams.
· Each team will have an even number of students.
· You will instruct the students that each of the teams will be par cipa ng in a symposium of 15 minutes
on the topic that will be assigned to them.
· Team A will par cipate on “Incident and its type”.
· Team B will par cipate on “Incident Management”.
· Team C will be par cipa ng on “Incident Response Framework”.
· Team D will be par cipa ng on “Incident Management Process”
· You will evaluate the best team based on quality and insigh ul informa on.
· Encourage and mo vate each par cipant to ac vely par cipate in the discussion.
· The best presenter with detailed informa on shall be appreciated with accolades.

81
Facilitator Guide

Say
· Did you ﬁnd the ac vity frui ul? I hope all of you have enjoyed the ac vity.

Do
· Jot down the crucial points on the whiteboard as the students speak
· Share your inputs and insight, to encourage the students and add onto what they talk about

· Ensure that all students par cipate in the class

· Ask a student to summarise what was discussed in the session

· Demonstrate enthusiasm for subject ma er, course and par cipant's work

· Prepare in advance and use appropriate energisers

· Encourage the students to explore how the training session can help them improve their work
· Keep the students on track

· Keep the ambience construc ve and posi ve

· Ensure each contribu on is given fair considera on

Notes for Facilita on

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Associate Data Entry Operator

Unit 8.2 - Incident Management Tools

Unit Objec ves

At the end of this unit, the par cipants will be able to:

1. Examine typical response mes and service mes for problems through the incident management tool.

Resources to be Used
Par cipant Handbook, Pen, Wri ng Pad, Whiteboard, Flipchart, Markers, Laptop, Overhead Projector,
Laser Pointer, marking tools (Chalk / Pencil)

Note
This is the sixteenth session of the programme, which will introduce you to know how IT teams may
categorize, organize, and resolve signiﬁcant incidents that cause down me or service outages using an
incident management tool. This topic will help you understand criteria for selec on of an incident
management tool, commonly used tools as well as the beneﬁts of such tools for business.

ask
Ask
Ask the par cipants the following ques ons:
· What are Incidents? What harm they can create to the organisa on? How to handle such situa on?

Write down the par cipants' answers on whiteboard/ﬂipchart. Take appropriate cues from the answers
and start teaching the lesson.

83
Facilitator Guide

Elaborate
In this session, we will discuss the following points:
Incident. Explain that an incident is anything that disrupts corporate opera ons. An incident can impact
corporate opera ons, services, security, and other cri cal business processes if it is not managed
eﬀec vely.

Mainly there are three types of incidents:

List out the most common issues that may arise.

· End users have li le visibility into cket progress or predicted mescales.

· There is no reliable documenta on of previous events.

· Unable to document solu ons to diﬃcul es that occur frequently.

· Business outages are higher, mainly when large disasters occur.
· Longer resolu on mes

· Lack of ability to report.

· Customer sa sfac on has dropped.
Incident Response Framework

· The phrase "incident response" refers to the procedures and policies followed by a company in the event
of a cyber-a ack or data breach.

· The incident management framework is of the following:

· Prepare, Respond, Review
Incident Management Process. Give an overview of the incident management processes that is about
methods and ac vi es used to respond to resolve incidents. Any incident resolu on procedure follows a set
of ﬁve steps. These procedures help teams respond to incidents successfully by ensuring that no
component of the issue is neglected.

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Associate Data Entry Operator

1. Incident Iden fica on, Logging, and Categoriza on. In this the User reports, solu on analysis, and
manual iden fica on are all used to iden fy incidents.
2. Incident No fica on and Escala on: This stage includes event aler ng, though the me may vary
depending on how incidents are iden fied or classified.
3. Diagnosis and inves ga on: Staff can begin examining the kind, cause, and poten al remedies for
an issue a er assigned incident du es.

4. Resolu on and Recovery: Elimina ng threats or fundamental causes of diﬃcul es and returning
systems to full func onality is part of resolu on and recovery.

5. Incident Closure: Closing incidents usually entails comple ng paperwork and analysing the
response procedures.

Say
Let us now par cipate in an ac vity to understand the concept be er.

Say
· Did you ﬁnd the ac vity frui ul? I hope all of you have enjoyed the ac vity.

85
Facilitator Guide

Do
· Jot down the crucial points on the whiteboard as the students speak
· Share your inputs and insight, to encourage the students and add onto what they talk about
· Ensure that all students par cipate in the class
· Ask a student to summarise what was discussed in the session
· Demonstrate enthusiasm for subject ma er, course and par cipant's work
· Prepare in advance and use appropriate energisers
· Encourage the students to explore how the training session can help them improve their work
· Keep the students on track
· Keep the ambience construc ve and posi ve
· Ensure each contribu on is given fair considera on

Notes for Facilita on

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Associate Data Entry Operator

Answer Keys
1. Fill in the blanks:

Complex, Incident Management Process, Respond

1. An Incident Management Process, is a collec on of processes and ac vi es used to respond to and
address important occurrences, including iden fying and repor ng incidents, who is accountable,
what tools are u lized, and how the problem is resolved.

2. The incident management framework consists of Prepare, Respond, and Review.

3. The three major incidents are: Major, Repe ve, and Complex.
2. Name any three commonly used incident management tools.

a. Resolver
b. Splunk Enterprise
c. Freshservice

3. Explain the incident management process.

The methods and ac vi es used to respond to and resolve incidents are called incident m a n a ge m e nt
processes. Who is accountable for repor ng, how incidents are detected and informed to IT teams, and
the technologies used are all covered.

When well-designed, incident management methods guarantee that all events are immediately
addressed, maintaining a high-quality level. Processes may also aid teams in improving exis ng
opera ons and avoiding future issues.

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Facilitator Guide

88
9. Employability Skills
(DGT/VSQ/N0102)
Facilitator Guide

Employability skills can be defined as those so skills which employers look for in a poten al employee.
These skills equip the employees to carry out their role to the best of their ability and client sa sfac on.
For example, the ability to explain what you mean in a clear and concise way through wri en and spoken
means, helps to build a be er rela onship with the client or the customer. Similarly, handling stress that
comes with deadlines for finishing work and ensuring that you meet the deadlines can be done through
effec ve self-management training. It can also be done by working well with other people from different
disciplines, backgrounds, and exper se to accomplish a task or goal. In today’s digital age, employers
expect that the employees should be able to make use of elementary func ons of informa on and
communica on technology to retrieve, access, store, produce, present and exchange informa on in
collabora ve networks via the Internet. Students need to develop entrepreneurial skills, so that they can
develop necessary knowledge and skills to start their own business, thus becoming job creators rather
than job seekers. Poten al employees need to develop green skills, which are the technical skills,
knowledge, values and a tudes needed in the workforce to develop and support sustainable social,
economic and environmental outcomes in business, industry and the community. Thus, students are
expected to acquire a range of skills so that you can meet the skill demands of the organisa on that you
would work for or to set up and run your own business.
This chapter is about employability skills, Cons tu onal values, becoming a professional in the 21st
Century, digital, financial, and legal literacy, diversity and Inclusion, English and communica on skills,
customer service, entrepreneurship, and appren ceship, ge ng ready for jobs and career development.
The scope covers the following :
Ÿ Introduc on to Employability Skills

Ÿ Cons tu onal values – Ci zenship

Ÿ Becoming a Professional in the 21st Century

Ÿ Basic English Skills

Ÿ Career Development & Goal Se ng

Ÿ Communica on Skills

Ÿ Diversity & Inclusion

Ÿ Financial and Legal Literacy

Ÿ Essen al Digital Skills

Ÿ Entrepreneurship

Ÿ Customer Service

Ÿ Ge ng ready for Appren ceship & Jobs

Scan/Click this QR Code to access eBook

h ps://eskillindia.org/NewEmployability

90
Associate Data Entry Operator

Scan the QR codes or click on the link to watch the related Vedios

h ps://youtu.be/SVPlPwNekWc h ps://youtu.be/g3dN1wkiOL4
Work ethics to follow in an organiza on Signiﬁcance of Healthy Team Bonding in
Ideal Work Culture

h ps://youtu.be/MMTsl2xT2_8 h ps://youtu.be/jtmﬁltg8Jw
Evacua on procedures for workers and Health, Safety, and Accident
visitors Repor ng Procedures and the
Importance

h ps://youtu.be/pNKOC9mNlOs
Follow the accurate process ﬂow to
analyze data

91
10. Annexures
Annexure 1: Training Delivery Plan
Annexure 2: Assessment Criteria
Facilitator Guide

ANNEXURE - QR Codes
S. Page
Chapter Name Unit Name Topic Name QR Codes URL
No. No.

1 Chapter 1: Unit 1.1 -IT- Unit 1.1 -IT-

Introdu on ITeS/BPM ITeS/BPM
Industry – An Industry – An h ps://www.youtub
Introduc on Introduc on 5 e.com/watch?v=VW
bjrPE1Oyo

2 Chapter 3: Unit 3.1 -Data Unit 3.1 -Data

So ware Entry Entry
Requirement
h ps://www.youtub
So ware So ware e.com
for Data Entry 23
/watch?v=Wd ZZ4G
0Vg

3 Chapter 5: Unit 5.1 - Data Unit 5.1 - Data

Troubleshoo Entry Problems Entry Problems
ng in Data and Solu ons and Solu ons h ps://www.youtub
Entry Process 36 e.com/watch?v=A75
SOVIZ18k

4 Chapter 7: Unit 7.1 - Unit 7.1 -

Skillsets of Ques oning Ques oning
Data Entry Techniques Techniques h ps://www.youtub
Services 62 e.com/watch?v=W-
Kq5RZuyww

5 Chapter 7: Unit 7.4 -Data Unit 7.4 -Data

Skillsets of Valida on and Valida on
Data Entry Error and Error h ps://www.youtub
Services 75 e.com / watch? v = e
Detec on Detec on
AYBH3lIK8o

93
Associate Data Entry Operator

ANNEXURE - QR Codes
S. Page
Chapter Name Unit Name Topic Name QR Codes URL
No. No.

7 Chapter 9: Employability Work ethics

Employability and to follow in
Skills Entreprenuer an
h ps://youtu.be/SV
(DGT/VSQ/N0 ship organiza on 91
PlPwNekWc
102) Skills

8 Chapter 9: Employability Signiﬁcance of

Employability and Healthy
Skills Entreprenuer TeamBonding h ps://youtu.be/g3
(DGT/VSQ/N0 ship in 91
dN1wkiOL4
102) Skills
Ideal Work
Culture

9 Chapter 9: Employability Evacua on

Employability and procedures
Skills Entreprenuer forworkers and h ps://youtu.be/M
(DGT/VSQ/N0 ship 91
visitors MTsl2xT2_8
102) Skills

10 Chapter 9: Employability Health,

Employability and Safety,and
Skills Entreprenuer Accident h ps://youtu.be/jt
(DGT/VSQ/N0 ship 91
ReportngProce mﬁltg8Jw
102) Skills
dures and the
Importance

11 Chapter 9: Employability Follow the

Employability and accurate
Skills Entreprenuer processﬂow to h ps://youtu.be/pN
(DGT/VSQ/N0 ship 91
analyze data KOC9mNlOs
102) Skills

94
Facilitator Guide

Annexure-I
Training Delivery Plan

Training Delivery Plan

Program Name: Associate Data Entry Operator

Qualiﬁca on Pack
SSC/Q2215,v1.0
Name & Ref. ID

Version No. 1.0 Version Update Date 30.12.2021

Pre-requisites to 10th Class

Training (if any)

Training Outcomes A er comple ng this programme, par cipants will be able to:
· Explain data entry services and the policies applicable.
· Inspect the data being entered from mul ple sources to check authen city
and remove errors.
· Categorize and examine the essen al steps required to verify, analyze data.
· Examine common errors and plan to mi gate the same.
· Es mate a suitable meline for comple ng a data entry process.
· Illustrate proper ways of upskilling data entry process through use of
advanced so ware.
· Demonstrate applica on of various IT components including browsers and
various opera ng systems.
· Illustrate proper ways of maintaining confiden ality of storing security and
back up files for future use.
· Demonstrate applica on of various solu ons for different types of
incidents/service requests.
· Demonstrate effec ve work planning principles using me and resources
effec vely.
· Describe how to maintain a healthy, safe, and secure environment at
workplace.

95
Associate Data Entry Operator

NOS
S. Module Session Session Methodolog Training Dura
Referen
No. Name Name Objec ves y Tools / Aids on
ce

1 SSC/N3022 1. Concept · Iden fy the data SSC/N30 Team Ac vity: Labs equipped T: 14
Undertake of Data Entry entry procedures, 22 Survey of Data with the P: 41
data entry tools, and Pc1, PC2, Types in following:
services techniques. KU1, industries PCs/Laptops
NSQF Level · Explain the role and KU2, KU3 Internet with
4 importance of the Wi-Fi (Min 2
T: 94:00 data entry operator Mbps
P: 236:00 in suppor ng Dedicated)
(HH:MM) business opera ons. Microphone/
· Design plans to voice system
collate specific for lecture and
informa on/data class ac vi es
from customers/ Computer Lab
client to be entered. with 1:1 PC:
· Examine standard trainee ra o
policies to record and and having
perform a service internet
request. connec on,
MS Office /
Open office,
Browser,
Outlook / Any
other Email
Client, and
chat tools

2. So ware · Iden fy diﬀerent Ku3, Lab Ac vity Labs equipped T: 12

Requirement so ware needed for KU7, PC2 Ac vity based with the P: 29
for data report wri ng learning using following:
entry including MS office Word PCs/Laptops
suite or Open Office. Processor Internet with
· Dis nguish between Wi-Fi (Min 2
various types of data Mbps
through use of Dedicated)
database Microphone /
management voice system
so ware. for lecture and
· Verify data from class ac vi es
mul ple sources Computer Lab
before entering the with 1:1 PC:
same. trainee ra o
· Analyse the and having
transcribed data with internet
the source document connec on,
for any correc ons MS Office /
required like missing Open office,
values, incorrect data Browser,
types, etc. Outlook / Any
other Email
Client, and
chat tools

96
Facilitator Guide

· Use standard
alphanumeric
keyboard to perform
data entry
opera ons.
· Comprehend
technical aspects of
various networking
topologies like Mesh,
Star, Tree, Full Mesh,
etc.

3. Process of · Discuss the adequacy Pc3, KU5, Team Ac vity: Labs equipped T: 15
Data Entry of exis ng helpdesk KU3, KU6 Survey for with the P:40
feedback systems. data collec on following:
· Discuss methods of PCs/Laptops
data entry process. Internet with
· Organize source Wi-Fi (Min 2
documents and files Mbps
rela ve to the data Dedicated)
entered. Microphone /
· Maintain proper voice system
security, storage and for lecture and
back up of data files. class ac vi es
· Analyse the purpose Computer Lab
of rule-based with 1:1 PC:
decision- making trainee ra o
process in data entry and having
opera ons. internet
· Evaluate the process connec on,
of scanning MS Office /
documents and Open office,
transcrip on of data Browser,
into system. Outlook / Any
· Es mate a suitable other Email
meline for Client, and
comple ng a service chat tools
request.

4. · Deliberate typical Ku2, Team Ac vity: Labs equipped T: 13

Troubleshoo problems raised by KU13, Presenta on with the P: 34
ng in data customers and their KU12, & Also Invite following:
entry solu ons. PC5, PC7, an Industry PCs/Laptops
process · Understand why PC8 Expert Internet with
manual data entry Wi-Fi (Min 2
errors happen and Mbps
learning ways to Dedicated)
avoid them. Microphone /
· Discuss a framework voice system
that can be created for lecture and
to Automate the class ac vi es
Data Entry Process Computer Lab
with 1:1 PC:
trainee ra o
and having

97
Associate Data Entry Operator

5. · Examine internet
progress/delay in the connec on,
process and update MS Oﬃce /
technical team and/or Open oﬃce,
customers. Browser,
· Examine the common Outlook / Any
errors in data entry other Email
including transcrip on Client, and
and transposi on chat tools
error.
· Plan an error
mi ga on program
including double-
checking all
completed work as a
standard opera ng
procedure.

. 5. Assis ng · Summarize the Ku9, Team Ac vity: Labs equipped T: 15

Data Entry importance of KU13, “Pairing Up- with the P: 34
Process documen ng, KU15, Role Play” following:
classifying, priori zing PC4, , Group PCs/Laptops
service requests and PC10, Ac vity - Internet with
crowd management. Ques on Wi-Fi (Min 2
· Explain the OSI model Answer Mbps
of networking and Session, Dedicated)
backup related jobs. Chart Paper Microphone /
· Plan methods to Ac vity voice system
collate the right for lecture and
informa on from the class ac vi es
customer for enabling Computer Lab
data entry process. with 1:1 PC:
· Manage PC trainee ra o
configura on, and having
networking, network internet
admin, layers of connec on,
networking, etc. MS Office /
· Undertake various Open office,
back-up ac vi es of Browser,
data entered. Outlook / Any
other Email
Client, and
chat tools

6. Skillsets · Iden fy various Ku3, KU4, Ac vity: Labs equipped T: 12

of Data ques oning KU7, KU8, Role Play with the P: 31
Entry techniques for be er KU12,PC5 Research following:
Services understanding of an , PC6, Ac vity on PCs/Laptops
issue. PC8, “FAQ Pages”, Internet with
· Discuss various work PC11 Students will Wi-Fi (Min 2
methodologies to watch Videos Mbps
expedite data entry. related to the Dedicated)
topic,

98
Facilitator Guide

· Create a Frequently Visit of a Sr. Microphone /

Asked Ques ons - FAQ Data voice system
for customer facing Analyst, Lab for lecture and
issues. Ac vity: class ac vi es
· Demonstrate effec ve Prac cing Computer Lab
use of informa on Valida on with 1:1 PC:
technology to trainee ra o
input/extract data and having
results. internet
· Use proper data connec on,
valida on and error MS Office /
detec on mechanisms. Open office,
· Evaluate the purpose of Browser,
so ware, including Outlook / Any
Ninox, Piesync, other Email
AutoEntry, etc., in data Client, and
entry process. chat tools

7. Incident · Discuss and iden fy the Ku10, Team Labs equipped T: 15

Manageme various types of KU11, Ac vity: with the P: 32
nt in data incidents during process KU12, Presenta o following:
entry flow, including storage, KU16, n PCs/Laptops
services applica ons, and KU13, Internet with
security. PC10, Wi-Fi (Min 2
· Use Error cluster PC11, Mbps
analysis and data event PC12, Dedicated)
analysis to minimize PC16 Microphone /
incidents via analysis of voice system
the targeted data. for lecture and
· Design frameworks to class ac vi es
operate with both Computer Lab
internal and external with 1:1 PC:
specialists for support in trainee ra o
order to perform correct and having
incident management. internet
· Apply direct or connec on,
workaround solu ons to MS Office /
typical customer Open office,
problems. Browser,
· Analyse probable Outlook / Any
solu ons for database other Email
error management and Client, and
database access chat tools
management.
· Examine typical
response mes and
service mes for
problems through
incident management
tool.

99
Associate Data Entry Operator

3 Bridge 1. · Discuss the importance NA Team Whiteboard T: 2

Module Introduc o of learning Ac vity: and Markers P: 2
Employabil n to employability skills Round of Chart paper
ity Skills Employabili · Illustrate on the future Interac ve and sketch
T: 24:00 ty Skills of work skills and discussion pens LCD
P: 36:00 reducing skill gaps Projector and
(HH:MM) Laptop for
presenta ons.

2. · Discuss the guiding NA T: 2

Cons tu o principles of the P: 2
nal Values: cons tu on of India
Ci zenship · Iden fy the use and
importance of
protec ng environment

3. · Iden fy poten al skills NA T: 2

Becoming a for employability P: 2
Professiona · Prac ce cri cal thinking
l and decision making
in the 21st skills
Century

4. · Discuss the purpose and NA Team T: 3

Basic use of learning English Ac vity: P: 4
English · Prac ce basic English Role play,
Skills words, sentences and video
punctua on session
· Demonstrate ac ve
listening and reading
skills
· Prac ce wri ng
applica ons and formal
nota ons

5. · Explain the importance NA T: 3

Communic of communica on at P: 4
a on Skills workplace
· Prac ce verbal and non-
verbal communica on
· Demonstrate eﬀec ve
communica on
strategies
· Prac ce methods to
enhance workplace
communica on

100
Facilitator Guide

6. · Illustrate on the use and NA T: 2

Essen al features of MS Oﬃce P: 4
Digital tools, like MS Word, MS
Skills Excel, MS PowerPoint,
etc.
· Demonstrate prac cal
knowledge of the use of
computers
· Show the use of search
engines and internet
· Discuss on the purpose
and use of e-mail
communica on
· Prac ce using mobile
applica ons

7. · Explain the need and NA Team T: 2

Diversity features of diversity at Ac vity: P: 4
and workplace Round of
Inclusion · Illustrate the PwD Interac ve
policies applicable at discussion
workplace
· Illustrate the use and
features of inclusive
approach in workplace

8. · Discuss about money NA T: 2

Financial management P: 4
and Legal · Discuss the basics of
Literacy banking services
· Prac ce online banking
features
· Discuss about legal
literacy and it's purpose

9. · Discuss about the NA Whiteboard T: 2

Career process of career and Markers P: 3
Developme development Chart paper
nt · Explain how to build a and sketch
and Goal- career pathway pens LCD
Se ng · Conduct job market Projector and
research Laptop for
· Show how to decide presenta ons.
and set career goals.

10. · Iden fy the features of NA Team T: 2

Customer customer service and Ac vity: P: 3
Service management Role play,
· Iden fy types of video
customers and how to session
deal with them
· Prac ce customer
handling skills
· Demonstrate customer
communica on skills
· Iden fy methods to get
customer feedback and
how to implement them

101
Associate Data Entry Operator

11. · Prac ce personal NA T: 2

Appren ce grooming strategies P: 4
ships · Prac ce resume making
and Jobs · Prac ce preparing for
interviews
· Show how to handle
interviews, nega ve and
posi ve responses, etc.
· Illustrate the use of
online pla orms for job
hun ng
· Discuss the concept of
Appren ceships
· Show how to enrollon
Appren ceship
programs.

On-the-Job Training 60

Total Dura on 210

102
Facilitator Guide

Annexure-II
Assessment Criteria
CRITERIA FOR ASSESSMENT OF TRAINEES
Assessment Criteria for IT-ITeS SSC -Domes c Biometric Data Operator
Job Role Associate Data Entry Operator

Qualiﬁca on Pack Name & Ref. ID SSC/Q2215

Sector Skill Council IT-ITES Sector Skill Council

S.No Guide lines for Assessment

1. Criteria for assessment for each Qualiﬁca on Pack will be created by the Sector Skill Council. Each
PerformanceCriteria(PC)willbeassignedmarkspropor onaltoitsimportanceinNOS.SSCwillalso
laydownpropor onofmarksforTheoryandSkillsPrac calforeachPC.

2. Theassessmen orthetheorypartwillbebasedonknowledgebankofques onscreatedbytheSSC.

3. AssessmentwillbeconductedforallcompulsoryNOS,aswellastheselectedelec veNOS/setofNOS.

4. Individualassessmentagencieswillcreateuniqueques onpapersfortheorypar oreachcandidate

ateachexamina on/trainingcenter(asperassessmentcriteriabelow).

5. Individualassessmentagencieswillcreateuniqueevalua onsforskillprac calforevery studentat each

examina on/training center based on this criteria.

6. To pass a Qualiﬁca on, a trainee should score a minimum aggregate of 50% across Qualiﬁca on.

7. In case of unsuccessful comple on, the trainee may seek reassessment on the Qualiﬁca on Pack.

MARKS
ALLOCATIONS

Assessable Assessment criteria for the outcome Total Out of Theory Skills
Outcomes Marks Prac cal

SSC/N3022: PC1. obtain suﬃcient informa on

Undertake data from the customer /client to
entry services understand the need and perform 31.25 - 31.25
ini al task
100
PC2. assist the customer in providing 31.25 - 31.25
suﬃcient informa on to be entered
and collate the same

103
Associate Data Entry Operator

PC3. provide the customer with a

reasonable es mate me of entering 12.5 - 12.5
data

PC4. priori ze service requests

6.25 - 6.25
according to organiza onal guidelines

PC5. refer the problem to the

technical support team if it cannot be 6.25 - 6.25
resolved by the operator

PC6. monitor the problem and keep

the customer informed about 12.5 - 12.5
progress or any delays in the process

PC7. record and perform the service

request accurately as per 6.25 - 6.25
organiza onal processes and policies

PC8. transcribe, enter, and verify data

from a variety of source material
including ﬁnancial, personnel, police 25 - 25
and other records and correct any
errors with the source

PC9. receive source documents from

various departments, public,
agencies, etc. and verify accuracy of 6.25 - 6.25
material, prior to input

Pc10. transcribe selected data into a

computer and scan source
documents in accordance with 62.5 13 49.5
speciﬁc program instruc ons and
compare the same

PC11. obtain help or advice from

supervisor if the problem is outside
his/her area of competence or 12.5 - 12.5
experience

PC12. determine the cause of error

message while entering data and 12.5 - 12.5
make correc ons

Pc13. maintain ﬁles of source 12.5 12.5 -

documents or other informa on
rela ve to data entered

Pc14. perform various related

func ons to maintain computer and 25 25 -
other hardware

104
Facilitator Guide

PC15. assist in (or perform) the ﬁling

and storage of security and back up 25 25
data ﬁles

PC16. perform various back-up or

relief clerical du es as needed (i.e.,
switchboard, recep onist, 12.5 - 12.5
ﬁngerprin ng, etc.)

Total 300 88 212

DGT/VSQ/N0102: Introduc on to Employability Skills

2 1 1
Employability
Skills (60 Hours) PC1. Iden fy employability skills
required for jobsin various industries - - -

PC2. Iden fy and explore learning

andemployability portals - - -

Cons tu onal values – Ci zenship 2 1 1

PC3. Recognize the signiﬁcance of

cons tu onal values, including civic
rights and du es, ci zenship,
responsibility towards society etc. - - -
And personal values and ethics such
as honesty, integrity, caring and
respec ng others, etc.

PC4. Follow environmentally

sustainable prac ces - - -

Becoming a Professional in the 21st

6 2 4
Century

PC5. Recognize the signiﬁcance of

21st century skills for employment - - -

PC6. Prac ce the 21st century skills

such as self-awareness, behaviour
skills, me management,cri cal and
adap ve thinking, problem-
solving,crea ve thinking, social and
cultural awareness,emo onal - - -
awareness, learning to learn
forcon nuous learning etc. In
personal andprofessional life.

105
Associate Data Entry Operator

Basic English Skills 5 2 1

PC7. Use Basic English for everyday

conversa onin diﬀerent contexts, in
- - -
person and over thetelephone

PC8. Read and understand rou ne

informa on,notes, instruc ons, - - -
mails, le ers etc. Wri en inEnglish

PC9. Write short messages, notes,

le ers, e-mails etc. in English - - -

Career Development & Goal Se ng 3 1 2

PC10. Understand the diﬀerence

between job and career - - -

PC11. Prepare a career development

plan withshort- and long-term goals, - - -
based on ap tude

Communica on Skills 4 2 2

PC12. Follow verbal and non-verbal

Communica on e que e and ac ve
- - -
listeningtechniques in various
se ngs

PC13. Work collabora vely with

others in a team - - -

Diversity & Inclusion 3 1 2

PC14. Communicate and behave

appropriatelywith all genders and - - -
PWD

PC15. Escalate any issues related to

sexualharassment at workplace - - -
according to posh act

Financial and Legal Literacy 5 2 3

PC16. Select ﬁnancial ins tu ons,

products andservices as per - - -
requirement

106
Facilitator Guide

PC17. Carry out oﬄine and online

ﬁnancialtransac ons, safely and - - -
securely

PC18. Iden fy common components

of salary and compute income, - - -
expenses, taxes, investments etc.

PC19. Iden fy relevant rights and

laws and uselegal aids to ﬁght against - - -
legal exploita on

Essen al Digital Skills 7 3 4

PC20. Operate digital devices and

carry out basicinternet opera ons - - -
securely and safely

PC21. Use e- mail and social media

pla orms andvirtual collabora on - - -
tools to work eﬀec vely

PC22. Use basic features of word

processor,spreadsheets, and - - -
presenta ons

Entrepreneurship 5 2 3

PC23. Iden fy diﬀerent types of

entrepreneurshipand enterprises and
assess opportuni es forpoten al - - -
business through research

PC24. Develop a business plan and a

work model,considering the 4ps of
marke ng product, price,place and - - -
promo on

PC25. Iden fy sources of funding,

an cipate, and mi gate any ﬁnancial/
legal hurdles for thepoten al - - -
business opportunity

Customer Service 3 1 2

PC26. Iden fy diﬀerent types of

customers - - -

PC27. Iden fy and respond to

customer requests and needs in a
- - -
professional manner.

107
Associate Data Entry Operator

PC28. Follow appropriate hygiene - - -

and grooming
Standards

Ge ng Ready for Appren ceship & 5 2 3

Jobs

PC29. Create a professional - - -

curriculum vitae(résumé)

PC30. Search for suitable jobs using - - -

reliable oﬄineand online sources
such as employment exchanges,
recruitment agencies, newspapers
etc.And job portals, respec vely

PC31. Apply to iden ﬁed jobopenings - - -

using oﬄine/online methods as per
requirement

PC32. Answer ques ons politely, with - - -

clarity andconﬁdence, during
recruitment and selec on

Pc33. Iden fy appren ceship - - -

opportuni es andregister for it as per
guidelines and requirements

50 20 30

108
Facilitator Guide

109
Associate Data Entry Operator

110

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