Exam Details
| Subject | (1) Understanding Bpo,Ites And Relate Sectors And (2) English Proficiency | |
| Paper | ||
| Exam / Course | CERTIFICATE IN COMMUNICATION SKILLS FOR BPO, Ites AND RELATED SECTORS (CCSS) | |
| Department | School of Extension and Development Studies (SOEDS) | |
| Organization | indira gandhi national open university | |
| Position | ||
| Exam Date | June, 2016 | |
| City, State | new delhi, |
Question Paper
1. Describe the process of outsourcing and explain in detail the horizontal classification of process.
2. Briefly describe the different types of Call centres.
3. Why is 'email etiquette' important in Business Communication? List any 7 (seven) e-mail etiquette with examples.
4. Explain the set of rules governing 'Conversation' with suitable examples.
5. What are the common errors that we commit while writing in English Give examples. How can we avoid them?
6. Illustrate with examples three face-to-face situations in which your spoken English helped to create good "rapport" with your Customers.
7. Answer any two of the following questions:
What is Phonetics
Role of training in BPOs.
Difference between external and internal barriers of listening. How can you overcome these barriers
What are the difference between BPO and KPO?
8. Answer any four questions:
Give two examples (each) of one, two, three and four syllable words.
What do you mean by reading comprehension
What is skimming?
List any top five KPO companies in India.
How do you handle "difficult calls"
Explain the functioning of a call/contact centre.
2. Briefly describe the different types of Call centres.
3. Why is 'email etiquette' important in Business Communication? List any 7 (seven) e-mail etiquette with examples.
4. Explain the set of rules governing 'Conversation' with suitable examples.
5. What are the common errors that we commit while writing in English Give examples. How can we avoid them?
6. Illustrate with examples three face-to-face situations in which your spoken English helped to create good "rapport" with your Customers.
7. Answer any two of the following questions:
What is Phonetics
Role of training in BPOs.
Difference between external and internal barriers of listening. How can you overcome these barriers
What are the difference between BPO and KPO?
8. Answer any four questions:
Give two examples (each) of one, two, three and four syllable words.
What do you mean by reading comprehension
What is skimming?
List any top five KPO companies in India.
How do you handle "difficult calls"
Explain the functioning of a call/contact centre.
Other Question Papers
Departments
- Centre for Corporate Education, Training & Consultancy (CCETC)
- Centre for Corporate Education, Training & Consultancy (CCETC)
- National Centre for Disability Studies (NCDS)
- School of Agriculture (SOA)
- School of Computer and Information Sciences (SOCIS)
- School of Continuing Education (SOCE)
- School of Education (SOE)
- School of Engineering & Technology (SOET)
- School of Extension and Development Studies (SOEDS)
- School of Foreign Languages (SOFL)
- School of Gender Development Studies(SOGDS)
- School of Health Science (SOHS)
- School of Humanities (SOH)
- School of Interdisciplinary and Trans-Disciplinary Studies (SOITDS)
- School of Journalism and New Media Studies (SOJNMS)
- School of Law (SOL)
- School of Management Studies (SOMS)
- School of Performing Arts and Visual Arts (SOPVA)
- School of Performing Arts and Visual Arts(SOPVA)
- School of Sciences (SOS)
- School of Social Sciences (SOSS)
- School of Social Work (SOSW)
- School of Tourism & Hospitality Service Sectoral SOMS (SOTHSM)
- School of Tourism &Hospitality Service Sectoral SOMS (SOTHSSM)
- School of Translation Studies and Training (SOTST)
- School of Vocational Education and Training (SOVET)
- Staff Training & Research in Distance Education (STRIDE)
Subjects
- (1) Understanding Bpo,Ites And Relate Sectors And (2) English Proficiency
- (3) Business Communication And (4) Cultural Sensitisation
- (5) Customer Relationship Management And (6) Positive Incrementals