About Course
Course Objective
This course will help you to understand the operational value chain of BPO/ITES process to make you a better-Quality Manager.
Course Package
Certificate + Live Project + Dedicated Placement Manager + Interview Preparation
Course Eligibility
Any undergraduate/Graduate
Module details
- Project Planning & Execution
- BPO SLAs – Compliance
- Total Quality Management-
- KAIZEN, SIX SIGMA, POKA Yoke, Cost Optimization, Cost per unit, Revenue per unit, ROI
Workforce Management
- Various tools/dialer like Ameyo,
- CRM- Hubspot, Salesforce
- Role of HR in BPO
- Customer Delight/360 degree customer view