Call Center - Overview
 
   
   

In the age of globalization the varied range of business use call centres to interact with their customers. Examples include utility companies, Mail-orders catalogue firms, and customer support for wide variety of products from different companies

Call Centre is a centralized office of a company that answers the incoming calls from customers(i.e. inbound calls) or company represents its products by making calls to the customers(i.e. outbound calls or telemarketing) such an office may also responses faxes , letter, e-mails or written correspondences

Call Centre is to concern with extra ordinary customer services. Today's customer is more demanding than ever. In global market place,24 hrs/7 days a week service is often expected .This service can be catered by the use of call centre. To interact with their customers the call centres needs qualified, enthusiastic, well-disciplined and result oriented call centre assistant. To fulfill this requirement of existing and emerging call centres, Directorate of Employment & Training, Gandhinagar has decided to start "Call Centre Assistant Course”

 
   
Objective  
   
 
To Prepare the student to explain his / her idea of , To enable the student to get the thorough knowledge of written and spoken English
To enable the student to develop personality and speaking ability in English.
To develop interactive skills in English communication
To develop the skills for selling and marketing
To combine with various technical aspects of advanced technical Knowledge
 
   
Scope  
   
After the successful completion of this training, the candidate would be able to :-confidently apply for a successful call centre, Customer care, Hospitality Management or any other major profession where fluent communication skills are value-added, core competency
 
   
Contact Centre
In the Customer Service Centre
Various formal and informal Sectors
Resource centre and Voice based Call Centre
Customer Service Representatives
Customer Service Managers
Administrative Assistants
Receptionists
Team Leaders
 
   
Faculty  
   
The faculties consist of expert experienced professionals drawn from reputed educational & professional institution who have made distinct mark in the respective fields. The course is expected to adopt a modern and comprehensible teaching methodology of imparting qualitative training
 
   
Admission Criteria  
   
Admission to the Call Centre Assistant Training Programme is in accordance with the rules and regulations of the G.C.V.T. Gandhinagar, as mentioned below
 
   
Qualification
12th Std. pass with English subject under 10+2 Scheme & all have fluency in English conversation & good computing skills
Age
18 years & above
Physical fitness
He/she should be fit for proper listening speaking & with good eyesight
Additional
Preference will be given to the candidates having cleared their IELTS or TOEFL
Selection
C Written test & Personal interview will be held at respective ITI as per the schedule attached with the Application Form
Form Fees 50
Registration Fees 50
Tuition Fees 2000
Exam Fees 200
Deposite 500
 
   
Course Duration  
   
Duration 8 weeks (2 Month)
Theory Training at ITI 4 week (1 Month)
On Job Training in the Call Centre 4 week (1 Month)
Working Days State Government Working Days
Institute Time 10-00 a.m. To 4.30 p.m
On the job training timing As per the time given by the centre
 
   
Application procedure  
   
Application must be made only in the prescribed form attached to this prospectus. Applicants are requested to read the prospectus carefully before filling up the application form. Incomplete or false information will lead to rejection of form. Filled in application form along with all the attachment and enclosures specified there in should reach on or before the last date as mentioned in the application form Fees paid upon admission are not refundable under any circumstances. Please clearly give your preference for one of the three training institutions. As far as possible an attempt will be made to accommodate the candidate's centre of choice. However it may not be possible to accommodate the first preference in all the cases, then the candidate will have to take the choice available. No request for the change will be allowed thereafter during the training period. one passport size photo shall be affixed on the application form.
  
   
Test and examinations  
   
Examinations will be conducted at the end of the every course. The assessment consists of internal as well as external examination conducted by G.C.V.T. Gandhinagar. In this regard the decision of the GCVT will be final and binding.
  
   
Recognition  
   
The programme is recognised by Gujarat Council of Vocational Training Gandhinagar (G.C.V.T.). G.C.V.T. is an autonomous council formed by Govt. of Gujarat and Registered under Bombay Public Trust Act 1950, and Soc. Reg. Act. 1860. It is one of the objectives of council to develop curriculum, to make suitable modification in existing vocational trades and to workout and operationalised methodology for testing and certification of vocational skills for both formal and informal training.
  
   
General Discipline & Conduct  
   
1
 
Students are required to maintain very high standards of discipline. Any act of indiscipline by the students will be dealt with severally through administrative means
2
 
Inability to meet the minimum prescribed attendance norms of G. C. V. T. and poor academic performance will render the students liable to be debarred from appearing for exams
3
 
Students are required to dress up decently in acceptable office attire as per the dress code for the training programme. Uniform regulations must be adhered
4
Students are expected to be well mannered in their interaction with staff members and other students
5
 
Identity card must be carried by the students at all times and must be presented for inspection on demand by the authority
6
 
The Students are permitted to meet only authorized visitors and guardians. Visitors are allowed only during prescribed visiting hours. No unauthorized visitors should be entertained by the students in the institute and campus
7
 
Breach of discipline and failure to abide by the rules and regulations of the institute will render the student liable for disciplinary action
Module - I (4 week) Training will be conducted at Institute.