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Trade No. & Name: BPO FOR Call Center (23) Batch Code: DIF - 05
Venue/ ULB: Divine International Foundation, 2 nd Floor Sri Sai Complex, Near HDFC Bank, Ranipur Haridwar ULB- Nagar Nigam Haridwar
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1. 2. 3. 4. 5.
Name of Training Partner Name of ULB, where Training is being held Name of ULBs whose students are trained District Name &Address of Training Centre Landline No.
Divya Prem Sewa Mission Nagar Palika Parishad Uttarkashi Nagar Palika Parishad Uttarkashi Uttarkashi Divine International Foundation, 2nd Floor Sri Sai Complex , Near HDFC Bank , Ranipur More ,Haridwar Ph. No. 01334-221162, 311221 Divine International Foundation Surabhi Singhal Mob-9557280252 , Email- info@difgroup.in
6. 7.
Training Centre Code Name of Contact Person with Contact Details (Tele, Mobile No & email.)Report Submission Date
8.
PART-B Training Component: 1. Trade No. & Name- 23- BPO for Call Center 2. No. of Trainees in the Batch- 27 3. Nature of Training: Day Residential Mixed
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(Please in appropriate box) If mixed mention number of students availed day and residential trainings 4. Training Commencement Date: 25 Feb 2013 5. Training Completion Date: 27 April 2013 6. Total Training Days: 60 Days 7. No. of Actual Training Days (exclude holidays e.g.- Sunday & other Holidays): 52 8. Per day Training Hours: 390 Hrs
9. Attendance Detail:
Student Code
Name
Fathers Name
Mobile No.
13NPP101043 Ravindra Kumar 13NPP101042 MeeraJoshi 13NPP101044 Urmila Joshi 13NPP100065 Vipin Nautiyal 13NPP101053 Laxmi Rana 13NPP101054 Ankita Awasthi 13NPP101050 Anusuya 13NPP101048 Anibala 13NPP101052 Sweta
Bhajram Chamoli Tula ram Joshi Tula ram Joshi Indra Dev Nautiyal Munshi Singh Rana Prakash Mani Mohanlal Mishra Sovan Singh Avtar Singh Panwar
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51 42 44
9634613951
43
13NPP101765 Sarita Bhatt 13NPP101083 Neelam Chauhan 13NPP101767 Surendra Kumar 13NPP100084 Deepika 13NPP100067 Sushil Kumar 13NPP101055 Suchita Baluni 13NPP100079 Rammurti 13NPP101766 Ku. Ruchi 13NPP101088 Archana Nautiyal 13NPP101081 Ranjita 13NPP101768 Priyanka Dhanik
44 43 39 42 46 51
45 41 43
9760945394 9997976390
40 40
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9411519131
40
9411186022 7579124243
43 42
10. Progress of Training Schedule: Total Hours as per Lesson Plan No. of Actual Training Days (excluding holidays) (iii) 52 Day 52 Day Training Hours Per day Training Hours covered (iii) x (iv) (v) (iv) 2.30Hrs 4 Hrs 130 Hrs 208 Hrs
Description
(ii) (i) Trade Syllabus Soft Skill Syllabus 150 Hrs 240 Hrs
Days
Timing
Training Mode
Proposed Sessions
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25-Feb13
Base Maker , Objective of Training Computer Pre test to Know the level of the students Introduction session Review Session
Base Maker , Objective of Training Computer Pre test to Know the level of the students Introduction session
Theory
lecture Based on motivation, About BPO, PI Session, Activity MICRO LAB Introduction to Computer Overview about the communication
Practical
Introduction to Computer
Soft Skills
Review Session Theory Practical Soft Skills Introduction Session, disciplinary rules for classroom. History of Computer Type of Accent Review Session Theory Introduction of BPO, Pronunciation Practice, Video Exercise Introduction to MS Office Introduction to Tenses Review Session Theory Talked about the benefit of the BPO, motivational chart created Continuation of practice of ms office Simple Present Tense Review Session Theory Importance of BPO Sector in our society. MS office Importance of BPO Sector in our society. MS office Talked about the benefit of the BPO, motivational chart created Continuation of practice of ms office Simple Present Tense Introduction of BPO, Pronunciation Practice, Video Exercise Introduction to MS Office Introduction to Tenses Introduction Session, disciplinary rules for classroom. History of Computer Type of Accent
27-Feb13
2:00pm3:00pm 3:00pm5:00pm 5:00pm6:30pm 12:00 pm2:00pm 2:00pm3:00pm 3:00pm5:00pm 5:00 pm6:30pm 12:00 pm2:00pm 2:00pm3:00pm 3:00pm5:00pm 5:00 pm6:30pm 12:00 pm2:00pm 2:00pm3:00pm
1March13
2March -13
Practical
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3:00pm5:00pm 5:00 pm6:30pm 12:00 pm2:00pm 2:00pm3:00pm 3:00pm5:00pm 5:00pm6:30pm 12:00 pm2:00pm
Soft Skills
Sunday
Review Session
3March13
Theory
Definition of BPO, disciplinary rules for our life. ,Exercise of Customer Service Role play + Video Continuation of practice of ms office present perfect Tense Review Session
4March -13
Definition of BPO, disciplinary rules for our life. ,Exercise of Customer Service Role play + Video Continuation of practice of ms office present perfect Tense
Theory
Difference between local and International BPO, Recognizing Customer needs (Theory) Exercise
5March -13
Difference between local and International BPO, Recognizing Customer needs (Theory) Exercise Continuation of practice of ms office present perfect Continuous Tense
Theory
Skills required for working in the BPO, Responding to Customer Continuation of practice of ms office revision & test of the present tense Review Session
6March -13
Skills required for working in the BPO, Responding to Customer Continuation of practice of ms office revision & test of the present tense
Theory
Types of BPO, speech presentation on a topic A Day of My Life, Introduction practice. test of ms office simple past tense Review Session
7March -13
Types of BPO, speech presentation on a topic A Day of My Life, Introduction practice. test of ms office simple past tense
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12:00 pm2:00pm
Theory
8March -13
History of BPO, Key terms of BPO, Roleplay Based on listening skills introduction to excel past continuous tense
Theory
9March -13
Planned career progression for a BPO employee, Role Play Activity is a good sales Person. continuation to excel past perfect tense Review Session
Planned career progression for a BPO employee, Role Play Activity is a good sales Person. continuation to excel past perfect tense
Sunday
Classification of BPO, Inbound and out bound Process, Activity based on Handling Customer. continuation to excel past perfect continuous tense Review Session Classification of BPO, Inbound and out bound Process, Activity based on Handling Customer. continuation to excel past perfect continuous tense
Theory
11March -13
2:00pm3:00pm 3:00pm5:00pm 5:00 pm6:30pm 12:00 pm2:00pm 2:00pm3:00pm 3:00pm5:00pm 5:00 pm6:30pm 12:00 pm2:00pm
Theory
Who are customers, Customers Respect test of excel revision & test of the past tense Review Session
Who are customers, Customers Respect test of excel revision & test of the past tense
12March -13
13March -13
Theory
Skills required for effective working, Dealing With Complaints Discussed with the help of Role play Activity,
2:00pm3:00pm
Practical
Skills required for effective working, Dealing With Complaints Discussed with the help of Role play Activity, introduction to power point
Page 8 of 21
Soft Skills
Theory
14March -13
2:00pm3:00pm 3:00pm5:00pm 5:00 pm6:30pm 12:00 pm2:00pm 2:00pm3:00pm 3:00pm5:00pm 5:00 pm6:30pm 12:00 pm2:00pm
Theory
What are the berries in communication, What is Hearing & Listening continuous to power point presentation future perfect tense Review Session
15March -13
What are the berries in communication, What is Hearing & Listening continuous to power point presentation future perfect tense
Theory
What is Communication?. Demo Calls continuous to power point presentation future perfect continuous tense
16March -13
continuous to power point presentation future perfect continuous tense Review Session
Sunday
Review Session Opportunity for you in BPO Sector (MY BENEFITS), Write down the topic of Customer Needs Opportunity for you in BPO Sector (MY BENEFITS), Write down the topic of Customer Needs test of power point presentation revision & test of future tense
Theory
18March -13
test of power point presentation revision & test of future tense Review Session
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12:00 pm2:00pm
Theory
19March -13
Theory
Definition Of Customer service. Who provide us Customer service? Activity of Customer service.
20March -13
Definition Of Customer service. Who provide us Customer service? Activity of Customer service.
typing introduction to 1st person Review Session How to handle angry customers, Most common way we communication, Barriers in communication.
Theory
21March -13
How to handle angry customers, Most common way we communication, Barriers in communication. typing introduction to 2nd person
Theory
Types of customer service, Provide solution. Customer need theory typing introduction to 3rd person Review Session
22March -13
23March -13
Types of customer service, Provide solution. Customer need theory typing introduction to 3rd person
Theory
Understanding the need or want of a customer, Importance of customer service, How to handle phone calls?
Understanding the need or want of a customer, Importance of customer service, How to handle phone calls? typing
2:00pm-
Practical
typing
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3:00pm 3:00pm5:00pm 5:00 pm6:30pm 12:00 pm2:00pm 2:00pm3:00pm 3:00pm5:00pm 5:00 pm6:30pm 12:00 pm2:00pm 2:00pm3:00pm 3:00pm5:00pm 5:00 pm6:30pm 12:00 pm2:00pm 2:00pm3:00pm 3:00pm5:00pm 5:00 pm6:30pm 12:00 pm2:00pm 2:00pm3:00pm 3:00pm5:00pm 5:00 pm6:30pm 12:00 pm2:00pm 2:00pm3:00pm 3:00pm5:00pm 5:00 pm6:30pm 12:00 pm2:00pm 2:00pm3:00pm 3:00pm5:00pm Soft Skills videos about 1st person videos about 1st person
24March13
Sunday
Uncertain Customer, Angry Customer typing test videos about 2nd person Review Session Uncertain Customer, Angry Customer typing test videos about 2nd person
25March -13
26March -13
27March -13
Theory
28March -13
29March -13
Understanding the need or want of a customer. continuous to internet question based on 3rd person
Understanding the need or want of a customer. continuous to internet question based on 3rd person
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Review Session Theory Customer Relationship Management. How to handle complaints? Customer Relationship Management. How to handle complaints? continuous to internet revision & test on subject verb agreement
30March -13
2:00pm3:00pm 3:00pm5:00pm 5:00 pm6:30pm 12:00 pm2:00pm 2:00pm3:00pm 3:00pm5:00pm 5:00 pm6:30pm 12:00 pm2:00pm
Sunday
How to empathies with customers and maintain rapport? GD based on topic ( Hard work or luck ) introduction to e-mail forms of verb Review Session How to empathies with customers and maintain rapport? GD based on topic ( Hard work or luck ) introduction to e-mail forms of verb
31March13
Theory
1-April13
Theory
What are the principles of handling unhappy customer? Skills of a good CSR, What is selling & its process creating of e-mail id uses of 2nd form of verb in past tense Review Session
2- April -13
3- April -13
What are the principles of handling unhappy customer? Skills of a good CSR, What is selling & its process creating of e-mail id uses of 2nd form of verb in past tense
Theory
How to interact with different types of customers and different personalities? composing of mail
2:00pm3:00pm
Practical
composing of mail
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Soft Skills
Theory
Customer Relationship management, Telephone Etiquette. talking about spam mails talking about school days using second form of verb
4- April -13
2:00pm3:00pm 3:00pm5:00pm
talking about spam mails talking about school days using second form of verb
Review Session Theory Customer Relationship management, Customer Relationship management, how to clear history articles Review Session Theory Practical Soft Skills Quality required for excellent customer service practice of ms office articles Review Session Theory Practical Soft Skills Quality required for excellent customer service practice of ms office articles
5- April -13
2:00pm3:00pm 3:00pm5:00pm 5:00 pm6:30pm 12:00 pm2:00pm 2:00pm3:00pm 3:00pm5:00pm 5:00 pm6:30pm 12:00 pm2:00pm 2:00pm3:00pm 3:00pm5:00pm 5:00 pm6:30pm 12:00 pm2:00pm 2:00pm3:00pm 3:00pm5:00pm 5:00 pm6:30pm 12:00 pm2:00pm
6- April -13
7March13
Sunday
What is attitude & definition of attitude, Skills for good CSR Continuation of practice of ms office preposition Review Session What is attitude & definition of attitude, Skills for good CSR Continuation of practice of ms office preposition
8- April -13
9- April -13
Theory
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process. 2:00pm3:00pm 3:00pm5:00pm 5:00 pm6:30pm 12:00 pm2:00pm 10April -13 2:00pm3:00pm 3:00pm5:00pm 5:00 pm6:30pm 12:00 pm2:00pm 2:00pm3:00pm 3:00pm5:00pm 5:00 pm6:30pm 12:00 pm2:00pm Practical Soft Skills Continuation of practice of ms office preposition Review Session Theory Practical Soft Skills What is selling & definition of selling, Good sell Continuation of practice of ms office preposition Review Session Theory Practical Soft Skills What is Sellings Process? Selling Process practice of excel preposition Review Session Theory Purpose of selling & Different way to sell a product, Good Knowledge about your product Continuation of practice of Excel preposition Review Session Theory Different way to sell a product & Good Rules, Handling difficult customers & their Complaints Different way to sell a product & Good Rules, Handling difficult customers & their Complaints Purpose of selling & Different way to sell a product, Good Knowledge about your product Continuation of practice of Excel preposition What is Sellings Process? Selling Process practice of excel preposition What is selling & definition of selling, Good sell Continuation of practice of ms office preposition Continuation of practice of ms office preposition
11April -13
12April -13
13April -13
14April-13
Theory Practical
Sunday
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Soft Skills
Theory
Write an impressive CV, Advantage of Mock Calls, Mock Calls Internet Pronunciation
15April-13
Internet Pronunciation
Theory
Interview skills Types of interview Behavioral, Watching videos Good Interview Skills Continuation of practice of ms office accent Review Session
16April -13
Interview skills Types of interview Behavioral, Watching videos Good Interview Skills Continuation of practice of ms office accent
Theory
17April -13
Practical
net practice
Interview skills Discussion Based, Case Study/Technical, Introduction practice net practice
Soft Skills
English Grammar
Theory
Interview skills- What should the candidate do beforehand? Telephone role play Placement Activity held Placement Activity held Review Session
18April -13
19April -13
Interview skills- What should the candidate do beforehand? Telephone role play Placement Activity held Placement Activity held
Theory
How should the candidate dress in interview, interview practice, Revision of the whole program net practice HR questions
2:00pm3:00pm 3:00pm5:00pm
How should the candidate dress in interview, interview practice, Revision of the whole program net practice HR questions
Page 15 of 21
20April -13
21April -13
5:00 pm6:30pm 12:00 pm2:00pm 2:00pm3:00pm 3:00pm5:00pm 5:00 pm6:30pm 12:00 pm2:00pm 2:00pm3:00pm 3:00pm5:00pm 5:00 pm6:30pm
Review Session Theory Practical Soft Skills CV making activity , HR questions Internet practice some videos based on interview Review Session Theory Practical Soft Skills CV making activity , HR questions net practice some videos based on interview
Sunday
Leadership-Team Building, Revision of the whole program Internet practice HR Question Leadership-Team Building, Revision of the whole program Internet practice HR Question Revision & Video Exercise Placement Activity held Revision & Video Exercise Placement Activity held Revision & Video Exercise Placement Activity held
Theory Practical
Revision & Video Exercise Placement Activity held Revision & Video Exercise Placement Activity held
3:00pm5:00pm
Soft Skills
Review Session Theory Target Achieving Tips & Case Studies & Placement Activity held Target Achieving Tips & Case Studies & Placement Activity held Internet practice Students Interview
25April -13
26April -13
Theory Practical
Listening & Reacting Exercise & Placement Activity held Listening & Reacting Exercise & Placement Activity held
Listening & Reacting Exercise & Placement Activity held Listening & Reacting Exercise & Placement Activity held
Page 16 of 21
3:00pm5:00pm
Soft Skills
Review Session Theory Revision & Video Exercise Placement Activity held Revision & Video Exercise Placement Activity held Revision & Video Exercise Placement Activity held Revision & Video Exercise Placement Activity held
27April -13
2:00pm3:00pm
Practical
3:00pm5:00pm
Soft Skills
PART-C Certification: 1. Name of Certification : Retail Certification(RAI) 2. Certification Status : Certification Test : Conducted Conducted Not
(Please in appropriate box) Proposed Date of Certification, if not conducted: 15 -04-2013 Date of Certification Test, if conducted: 15-03-2013
Name of Student Appeared / Not Appeared in Test Result Please in appropriate box Passed Not Passed Result Awaited Granted Awaited Certification
Student Code
Page 17 of 21
13NPP101043 13NPP101042 13NPP101044 13NPP100065 13NPP101053 13NPP101054 13NPP101050 13NPP101048 13NPP101052 13NPP101047 13NPP101753 13NPP100086 13NPP101764 13NPP101765 13NPP101083 13NPP101767 13NPP100084 13NPP100067 13NPP101055 13NPP100079 13NPP101766 13NPP101088 13NPP101081 13NPP101768 13NPP101091 13NPP101089 13NPP100069
Ravindra Kumar MeeraJoshi Urmila Joshi Vipin Nautiyal Laxmi Rana Ankita Awasthi Anusuya Anibala Sweta Sudha Aswal Bhuvneshwari Mishra Yashoda Bhatt Babita Dobhal Sarita Bhatt Neelam Chauhan Surendra Kumar Deepika Sushil Kumar Suchita Baluni Rammurti Ku. Ruchi Archana Nautiyal Ranjita Priyanka Dhanik Premlata Chauhan Sankar Semwal Sunil Prasad
Appeared Appeared Appeared Appeared Appeared Appeared Appeared Appeared Appeared Appeared Appeared Appeared Appeared Appeared Appeared Appeared Appeared Appeared Appeared Appeared Appeared Appeared Appeared Appeared Appeared Appeared Appeared
Passed Passed Passed Passed Passed Passed Passed Passed Passed Passed Passed Passed Passed Passed Passed Passed Passed Passed Passed Passed Passed Passed Passed Passed Passed Passed Passed
Granted Granted Granted Granted Granted Granted Granted Granted Granted Granted Granted Granted Granted Granted Granted Granted Granted Granted Granted Granted Granted Granted Granted Granted Granted Granted Granted
Page 18 of 21
2. 3.
Student Code
13NPP101053
Laxmi Rana
8532940942
Within State Within State Within State Within State Within State Within State Within State
Sudha Aswal Urmila Joshi Meera Joshi Suchita Baluni Ankita Awasthi Anibala
Y Y Y Y Y Y
Y Y N Y Y Doon Excel Net Academy of Technology & Management, Court Road, Uttarkashi Doon Excel Net Academy of Technology & Management, Court Road, Uttarkashi Global Institute of Hotel Management Rs. 4000 Y 22/04/2013
13NPP101050
Anusuya
Within State
Rs. 4000
22/04/2013
13NPP101764
Babita Dobhal
Y Y Y Y Y Y Y
Within State Within State Within State Within State Within State Within State Within State
3300
Y N N Y Y Y Y
22/04/2013
Page 19 of 21
Y Y Y Y Y Y Y Y Y Y Y Y Y Y Y
Within State Within State Within State Within State Within State Within State Within State Within State Within State Within State Within State Within State Within State Within State Within State
Y N N Y Y N Y Y Y Y Y Y Y Y Y
Other Details: 1. Details of monitoring visits conducted by Distt. Administration, ULB or State level officials. 2. Details of visitors visited training centre from commencement to completion along with evidences e.g.- photographs, photocopies of visitor registers etc.
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3. Attach photographs, news clippings and other documents/ evidences of different phases of training programme i.e.- in support of entries filled in Part B & C of the format.
Dated:
Signature: Name of Authorized Person: Designation with seal: Telephone/ Mobile No.: Email:
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