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 | December, 2015 | |
| City, State | new delhi, |
Question Paper
1. Discuss the importance of service sectors in India with special reference to the BPO based knowledge skills.
2. Explain at least eight skill sets needed in the BPO sector.
3. Describe with examples, different types of "Call Centres".
4. What are the important sub-skills in reading? Explain two situations in which these skills are used and their advantages.
5. What do you mean by 'Customer'? Briefly explain how listening skills play a key role in identifying and understanding the problem of a Customer.
6. What is effective listening? And why is listening an important skill
What is the difference between pre-process and process training
Describe the process of out-sourcing.
What are the differences between KPa and BPa?
What do you mean by inbound call centres?
How do you handle "difficult calls"
Differentiate between Casual listening and Focused listening.
Give at least 5 tips on good writing.
What are the points to be remembered while making a phone call
Give two examples (each) of one, two, three and four syllable words.
List any four segments of Indian hotel industry.
2. Explain at least eight skill sets needed in the BPO sector.
3. Describe with examples, different types of "Call Centres".
4. What are the important sub-skills in reading? Explain two situations in which these skills are used and their advantages.
5. What do you mean by 'Customer'? Briefly explain how listening skills play a key role in identifying and understanding the problem of a Customer.
6. What is effective listening? And why is listening an important skill
What is the difference between pre-process and process training
Describe the process of out-sourcing.
What are the differences between KPa and BPa?
What do you mean by inbound call centres?
How do you handle "difficult calls"
Differentiate between Casual listening and Focused listening.
Give at least 5 tips on good writing.
What are the points to be remembered while making a phone call
Give two examples (each) of one, two, three and four syllable words.
List any four segments of Indian hotel industry.
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