BK ONE : Corporate Training : Training Programs

Courses Offered

Name: Voice & Accent Training
Code: BK-200
Duration: 160 Hours

	Voice & Accent Certification Curriculum - Agent & Manager
	Module 1	Testing Services (Accentual USA Inc)
	Module 2	Language Analysis (TELECON^® Phone Test)
	Module 3	Familiarity with US/UK/ Australian Culture
	Module 4	Accent Neutralization
	Module 5	CBT Training Pronunciation Power
	Module 6	Business English
	Module 7	Accent Adoption
	Module 8	CBT Training TOEIC
	Module 9	Basic Telephone Etiquettes
	Module 10	Customer Service
	Module 11	Mock Calls and Role Plays
	Module 12	Certification Test (includes role plays and call monitoring by instructor)

Name: Comprehensive Call Centre Training
Code: BK-201
Duration: 200 Hours

	Comprehensive Call Centre Training Certification Curriculum - Agent
	Module 1	Introduction to Call Centres
	Module 2	Call Centre Terminology
	Module 3	Testing Services (Accentual USA Inc)
	Module 4	Language Analysis (TELECON^® Phone Test)
	Module 5	Familiarity with US/UK/ Australian Culture
	Module 6	Accent Neutralization
	Module 7	CBT Training Pronunciation Power
	Module 8	Business English
	Module 9	Accent Adoption
	Module 10	CBT Training TOEIC
	Module 11	Basic Telephone Etiquettes
	Module 12	Customer Service
	Module 13	Managing Difficult Customers
	Module 14	Situational Management
	Module 15	Rebuttals
	Module 16	Cold Calling and Telemarketing Techniques
	Module 17	Persuasion Techniques
	Module 18	Stress Management
	Module 19	Assertiveness Skills
	Module 21	Team Building
	Module 22	Reporting & MIS
	Module 23	Mock Calls and Role Plays
	Module 24	Certification Test (includes role plays and call monitoring by instructor)

Name : Customer Service Training
Code : BK-202
Duration: 32 Hours

	Customer Service Training Certification Curriculum - Agent & Manager
	Module 1	Introduction to Customer Service
	Module 2	Basic Communication Skills
	Module 3	Assertiveness Skills
	Module 4	Stress Management
	Module 5	Managing Difficult Customers
	Module 6	Working Towards Customer Delight
	Module 7	Situational Management
	Module 8	Basic Telephone Etiquettes
	Module 9	Role Plays
	Module 10	Certifications Test (includes role plays conducted by instructor)

Name: Cross Cultural Training
Code: BK-203
Duration: 24 Hours

	Cross Cultural Training Certification Curriculum - Agent & Manager
	Module 1	Major Cross Cultural differences between East and West
	Module 2	Values and their interpretations
	Module 3	Communication
	Module 4	Culture
	Module 5	Etiquettes
	Module 6	Geography - States, Climate, Demographics
	Module 7	History and Government
	Module 8	Entertainment and Sports
	Module 9	Certification Test (conducted by Accentual USA Inc.)

Name: Global Business Etiquettes
Code: BK-204
Duration: 24 Hours

	Global Business Etiquettes Certification Curriculum - Agent & Manager
	Module 1	Major Cross Cultural Differences between East and West
	Module 2	Values and their interpretations
	Module 3	Business Communication
	Module 4	Being Politically Correct
	Module 5	Business Etiquettes
	Module 6	General Personality & Dressing Up
	Module 7	Table Manners
	Module 8	Being Politically Correct
	Module 9	Role Plays
	Module 10	Certification Test (conducted by Accentual USA Inc.)

Name: Personality Development
Code: BK-205
Duration: 40 Hours

	Personality Development Certification Curriculum - Agent & Manager
	Module 1	Testing Services (Accentual USA Inc)
	Module 2	Basic Communication Skill
	Module 3	Assertiveness Training
	Module 4	Values and their interpretations
	Module 5	Business Etiquettes
	Module 6	Table Manners
	Module 7	Verbal and Non Verbal Skills
	Module 8	Body Language
	Module 9	Time Management
	Module 10	Goal Setting
	Module 11	Managing Difficult People
	Module 12	Persuasion Techniques
	Module 13	Situational Management
	Module 14	Role Plays
	Module 15	Certification Test

Name: Strategic Communication Skills for Managers
Code: BK-206
Duration: 40 Hours

	Strategic Communication Certification Curriculum - Manager
	Module 1	Introduction to Communication in Organizations
	Module 2	The Model of Strategic Communication
	Module 3	Leadership & Management Strategies
	Module 4	Basic Communication Skills
	Module 5	Listening Skills
	Module 6	Verbal and Non Verbal Skills
	Module 7	Interpersonal Communication Strategies
	Module 8	Work Relationships
	Module 9	Principles of Interviewing
	Module 10	Interviews in Business Settings
	Module 11	Group Communication Strategies
	Module 12	Meetings: Forums for Problem Solving
	Module 13	Negotiation & Conflict Management
	Module 14	Presentation Strategies
	Module 15	Developing and Delivering Effective Presentations
	Module 16	Informative and Persuasive Presentations
	Module 17	Role Plays& Case Studies
	Module 18	Certification Test (includes role plays and case studies conducted by instructor)

Name: Communication Skills for Agents
Code: BK-207
Duration: 32 Hours

	Communication Skills Certification Curriculum - Agent
	Module 1	Introduction to Communication
	Module 2	Assertiveness Skills
	Module 3	Sympathy vs. Empathy
	Module 4	Situational Management
	Module 5	Managing Difficult Customers
	Module 6	Forbidden Phrases
	Module 7	Body Language
	Module 8	Negotiation and Persuasion Techniques
	Module 9	Conflict Management
	Module 10	Role Plays & Case Studies
	Module 11	Certification Test (includes role plays and case studies conducted by instructor)

Name: Behavioral Training
Code: BK-208
Duration: 32 Hours

	Behavioral Training Certification Curriculum - Agent & Manager
	Module 1	Cross Cultural Orientation
	Module 2	Values and their interpretations
	Module 3	Assertiveness Skills
	Module 4	Sympathy vs. Empathy
	Module 5	Conflict Management
	Module 6	Working in Teams
	Module 7	Forbidden Phrases
	Module 8	Situational Management
	Module 9	Handling Difficult Customers
	Module 10	Body Language
	Module 11	Role Plays & Case Studies
	Module 12	Certification Test (includes role plays and case studies conducted by instructor)

Name: Cold Calling & Telemarketing Techniques
Code: BK-209
Duration: 24 Hours

	Cold Calling Techniques Certification Curriculum - Agent & Manager
	Module 1	The One Successful Way to Call
	Module 2	Getting an Appointment
	Module 3	handling Objections
	Module 4	The Ledge system for rescuing 'lost' calls
	Module 5	Reaching the Decision Maker
	Module 6	Soft Selling: Persistence and Enthusiasm
	Module 7	Closing Sales over Telephone
	Module 8	'How am I doing'
	Module 9	The Perils of Reinventing the Wheel
	Module 10	Business as War
	Module 11	Role Plays
	Module 12	Certification Test (includes role plays conducted by instructor)

Name: Management Information Systems (MIS)
Code: BK-210
Duration: 24 Hours

	MIS Certification Curriculum - Agent & Manager
	Module	Introduction to Management Information Systems
	Module	Importance of Dashboards
	Module	Basic Statistics
	Module	Basic Computer Skills
	Module	Data Interpretation
	Module	Report Generation using Excel
	Module	Coaching and Feed backing
	Module	Sample dashboards
	Module	Certification Test

Name: Marketing & Sales Training
Code: BK-211
Duration: 24 Hours

	Sales & Marketing Certification Curriculum - Agent & Marketing
	Module	Introduction to Sales and Marketing
	Module	Basic Communication Skills
	Module	Assertiveness Skills
	Module	Listening Skills
	Module	Negotiation and Persuasion Techniques
	Module	Conflict Management
	Module	Handling objections
	Module	Managing Difficult Customers
	Module	Business as War
	Module	Forbidden Phrases
	Module	Situational Management
	Module	Role Plays & Case Studies
	Module	Certification Test (includes role plays conducted by instructor)

Name: DMAIC Six Sigma Quality
Code: BK-212
Duration: 40 Hours

	DMAIC Six Sigma Quality Certification Curriculum - Agent & Manager
	Module	Introduction to Six Sigma
	Module	Need for Quality
	Module	Basic Statistic's
	Module	Six Sigma Statistical Tools
	Module	Define
	Module	Measure
	Module	Analyze
	Module	Control
	Module	Team Charter
	Module	Project Management
	Module	Case Studies
	Module	Certification Test (includes case studies)