BASIC EDUCATION DEPARTMENT SENIOR HIGH SCHOOL
BUSINESS PROCESS OUTSOURCING
Course Outline:
BPO 1 BPO 2
1. Basic Concepts and Core
Competencies in Contact Center Services
2. Career opportunities 3. Assessment of Personal
Competencies and Skills (PECs) vis-à-vis a Practicing
Entrepreneur/Employee in a Province
1. Types of Calls 2. Typing Skills 3. Phone Etiquette
- Hold procedure 4. Time zones
5. Abbreviation of Landmarks 6. Customer Service/ Product
Training
- Order Entry SUBJECT DESCRIPTION
The Business Process Outsourcing consists of competencies that a person must achieve to interact with customers to provide information about products and services. It also covers handling of customer’s complaints, inbound customer service, order taking and inquiry response handling, and outbound telemarketing.
- Analysis of PECs in Relation to a Practitioner
- Application of PECs to the chosen business/career 4. Product Development
- Key Concepts of Developing a Product
- Finding Value
- Unique Selling Proposition (USP)
- Generating Business Idea - Key concepts of Selecting a
Business Idea 5. Innovation
6. Branding
7. Communication Pathways - Elements of Communication - Barriers
- Oral skills - Phonemes 8. Listening skills
9. Sentence Construction - Grammar
- Subject-Verb Agreement - Verb Tense
- Preposition - POS
- Modifiers - Conditionals - Writing Skills
- Services
- Customer Service Inquiry 7. Protocols for Handling Difficult or
- Irate Customers - Compensation - Empathy
- Language for Dealing with Customer Complaints - Process of Handing Off
Customers to Supervisors 8. Problem Solving Skills
9. Active Listening or Questioning Skills
10. Instruction Techniques 11. Documentation Procedures 12. Influencing/ Persuasion
Techniques
- Spelling - Punctuations - Transition Markers 10. Paragraphing
11. Organization
12. Paralanguage Cues - Voice
- Rate - Volume - Pitch - Tone - Accent - Stress - Intonation 13. Blending 14. Phrasing
15. Conversational Cues
