Description

Course Name: Professional Diploma in Call Centre Operations

Global Occupational Skill Standard – GOSS ID: GOSS/PD-HRO-CCO-253

Eligibility: 10+2 or equivalent

Language Type: English

Course Type: Self-Paced Online Learning

Objective: The Professional Diploma in Call Centre Operations is designed to provide students with practical knowledge of call centre processes, customer interaction, communication skills, and service delivery techniques. It focuses on developing skills in inbound and outbound calling, query resolution, customer relationship management, documentation, and the use of call centre technologies. The course prepares learners to handle customer interactions professionally and develop skills required for careers in call centres, customer support, and service operations.

Duration: 6 Months / 370 Hours

Steps to become a GSDCI Certified Professional:

Step 1: Select your Course you want to pursue.

Step 2: Click on get Enroll Now tab, new pop up window will open.

Step 3: Click on pay Course fee, you will be redirected to billing details page.

Step 4: Fill your details and click on pay course fee, you will be redirected to payment gateway, pay fee by any available options like Card (Debit/Credit), Wallet, Paytm, Net banking, UPI and Google pay.

Step 5: You will get Login Credentials of Online E-Books and Online assessment link on your email id, within 48 hrs of payment.

Step 6: After completion of the online assessment, the Digital(PDF) copy of your Diploma & Marksheet will be sent to your registered email ID within 7 days.

Course Modules:

Module 1: Introduction to Call Centre Operations: Basics of call centre operations, Role and responsibilities of call centre executives, Types of call centres and services, Inbound and outbound call processes, Importance of customer service in call centres, Call centre structure and workflow, Industry standards and practices, Professional ethics and confidentiality, Career opportunities in call centre operations, Modern trends in call centre management.

Module 2: Communication Skills for Call Centre Professionals: Effective verbal communication skills, Telephone communication techniques, Active listening skills, Professional greeting and call opening methods, Voice modulation and pronunciation improvement, Customer interaction skills, Written communication and email handling, Cross-cultural communication, Building customer trust and rapport, Professional call etiquette.

Module 3: Call Handling and Customer Service Management: Call handling procedures and techniques, Understanding customer needs and requirements, Query resolution methods, Complaint handling and escalation process, Problem-solving techniques, Providing accurate information and solutions, Customer satisfaction management, Follow-up procedures, Service recovery techniques, Maintaining customer relationships.

Module 4: Call Centre Technology and Tools: Introduction to call centre software, Customer Relationship Management (CRM) systems, Automatic Call Distribution (ACD) systems, Interactive Voice Response (IVR) systems, Call monitoring and recording tools, Ticket management systems, Data entry and customer database management, Computer telephony integration (CTI), Digital communication platforms, Data security and privacy practices.

Module 5: Call Centre Performance and Quality Management: Key performance indicators (KPIs) in call centres, Call quality monitoring, Performance evaluation methods, Productivity improvement techniques, Time management in call handling, Customer feedback analysis, Workforce management basics, Reporting and documentation, Quality assurance processes, Continuous improvement strategies.

Module 6: Professional Development and Career Skills: Teamwork and collaboration skills, Stress management for call centre professionals, Workplace discipline and professionalism, Conflict management skills, Sales and service techniques, Remote call centre operations, Interview preparation and resume writing, Career growth opportunities, Professional development strategies, Leadership skills for call centre supervisors.

GSDCI Online Assessment Detail:

• Duration- 120 minutes.
• Number of Questions- 60.
• Number of Questions from each module: 10.
• Language: English.
• Exam Type: Multiple Choice Questions.
• Maximum Marks- 600, Passing Marks Above 40%.
• There is no negative marking in any module.

Benefits of the Professional Diploma

1. Globally Recognized Professional Diploma – Earn a professionally designed diploma that enhances your profile and demonstrates industry-relevant knowledge. Widely valued by employers, organizations, and institutions across multiple sectors.

2. Quality Learning with ISO-Certified Standards – Our training programs are developed under ISO-certified quality management practices, ensuring a structured, consistent, and high-quality learning experience.

3. Enhanced Career Opportunities – Strengthen your resume, improve your professional skills, and increase your potential for employment, career advancement, and new job opportunities.

4. Issued by a Non-Profit Skill Development Organization – The diploma is awarded by a mission-driven organization dedicated to promoting skill development, vocational education, and lifelong learning.

5. Comprehensive Learning Resources – Access quality study materials, e-books, practice assessments, mock tests, and learner support to help you successfully complete the program.

6. Secure Online Verification – Every diploma and marksheet is issued with a unique Enrolment ID and QR Code, enabling employers, institutions, and other stakeholders to instantly verify the authenticity of your credential online.

7. Lifetime Validity – The Professional Diploma is issued with lifetime validity and does not require periodic renewal, allowing you to showcase your achievement throughout your career.

8. Flexible Self-Paced Learning – Learn anytime and anywhere at your own pace, making it easy to balance your studies with work, business, or personal commitments.

9. Industry-Relevant Curriculum – The curriculum is designed to focus on practical knowledge, current industry trends, and real-world applications to improve workplace readiness.

10. Skill-Based Professional Qualification – Demonstrates your commitment to continuous professional development and validates your practical knowledge and skills in the subject area.

Job Opportunities after Professional Diploma in Call Centre Operations

Graduates of this program gain knowledge in call centre operations, customer communication, inbound and outbound calling processes, customer relationship management, complaint handling, call handling techniques, CRM software, service quality standards, and professional workplace practices, preparing them for roles in call centres, BPO organizations, corporate offices, and customer service industries.

Key Career Options: Call Centre Executive, Customer Care Executive, Call Centre Associate, Telecaller, Customer Support Executive, Contact Centre Agent, Inbound Process Executive, Outbound Process Executive, Technical Support Executive, Help Desk Associate, Customer Relationship Executive, Quality Analyst (Call Centre), Call Centre Team Leader, Service Desk Executive, Customer Experience Associate.

Salary Range (India):
Entry-level: ₹2–4 LPA
Mid-level: ₹4–8 LPA
Senior-level: ₹8–15+ LPA (higher with professional experience, communication skills, team management abilities, and specialized customer support expertise)

Industries Hiring Graduates: Business Process Outsourcing (BPO) Companies, IT Companies, Banking & Financial Services, Telecom Companies, E-commerce Organizations, Insurance Companies, Healthcare Services, Travel & Hospitality Sector, Retail Companies, Educational Technology Companies, and Customer Service Organizations.

Skills Developed: Call handling skills, customer communication, telephone etiquette, inbound and outbound calling, CRM operations, complaint resolution, active listening, problem-solving, data entry, customer relationship management, service quality management, professional communication, and workplace discipline.

Graduates can progress to roles like Senior Call Centre Executive, Quality Analyst, Call Centre Supervisor, Team Leader, Customer Service Manager, Contact Centre Manager, or build careers in customer experience and business process management with experience, advanced certifications, and professional skills.