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, 2015 | |
| City, State | new delhi, |
Question Paper
1. Describe how the BPO industry has played a vital role in India's growth in recent years.
2. Describe in detail the service sectors in India with special reference to KPO based knowledge skills.
3. With examples explain the set of rules governing ,Conversation'.
4. Why is e-mail etiquette' important in Business Communication? List any 7 (seven) e-mail etiquette with examples.
5. Briefly describe with examples the various reading strategies.
6. Illustrate with examples three face-to-face situations in which your spoken english helped to create good "rapport" with your customer.
7. Answer any two of the following questions
Role of training in BPOs.
Explain the role of "Call-Centres".
Discuss the difference between external and internal barriers of listening and the ways to overcome these barriers.
What is "phonetics"
8. Answer any four of the following questions:
What do you mean by "skimming"
How do you handle "difficult calls"
Explain the functioning of a call/contact centre.
Which are the stages of effective telephone listening?
List any four of the top-ten KPOs in India.
What do you mean by reading comprehension
2. Describe in detail the service sectors in India with special reference to KPO based knowledge skills.
3. With examples explain the set of rules governing ,Conversation'.
4. Why is e-mail etiquette' important in Business Communication? List any 7 (seven) e-mail etiquette with examples.
5. Briefly describe with examples the various reading strategies.
6. Illustrate with examples three face-to-face situations in which your spoken english helped to create good "rapport" with your customer.
7. Answer any two of the following questions
Role of training in BPOs.
Explain the role of "Call-Centres".
Discuss the difference between external and internal barriers of listening and the ways to overcome these barriers.
What is "phonetics"
8. Answer any four of the following questions:
What do you mean by "skimming"
How do you handle "difficult calls"
Explain the functioning of a call/contact centre.
Which are the stages of effective telephone listening?
List any four of the top-ten KPOs in India.
What do you mean by reading comprehension
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