Courses Offered

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

• Language Analysis

• Accent Assessment
• Accent Neutralization
• Accent Adoption
• CBT Training TOEIC
• Business English
• TELECON^® Phone Test
• CBT Pronunciation Power
• Familiarity with US/UK Culture
• Testing Services

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

• Introduction to Call Centres

• Call Centre Terminology
• MIS & CRM
• Mock Calls
• Situational Management
• Language Analysis
• Accent Assessment
• Accent Neutralization
• Accent Adoption
• CBT Training TOEIC
• Business English
• TELECON^® Phone Test
• CBT Pronunciation Power
• Familiarity with US/UK Culture
• Testing Services
• Assertiveness Skills
• Rebuttals
• Persuasion Techniques
• Stress Management
• Team Building
• Reporting
• Managing Difficult Customers
• Basic Telephone Etiquettes

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

• Situational Management

• Managing Difficult Customers
• "Sympathy" vs. "Empathy"
• The "Customer is always right"
• Stress Management
• The forbidden phrases of customer services
• Working towards "Customer Delight"
• Persuasion Techniques
• "Aggressive" vs. "Submissive" vs. "Assertive"
• Sample situations

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Name: Cross Cultural & Diversity Training
Code: BK-203
Duration: 32 Hours

• Major Cross Cultural differences between East and West

• Overview to History
• Overview to Geography
• Overview to Government
• Global Business Values
• Sample Situations

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

• Major Cross Cultural Differences between East and West

• Difference in Values
• Our way and the Correct way
• Being Politically correct
• Sample situations

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

• Confidence Building

• Cross Culture and Diversity Training
• Persuasion Skills
• The Assertiveness Model
• Team Building
• Body Language

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Name: Communication Skills Training
Code: BK-206
Duration: 24 Hours

• "Aggressive" vs. "Submissive" vs. "Assertive"

• "Sympathy" vs. "Empathy"
• Managing Difficult Situations
• Managing Difficult Customers
• Forbidden Phrases
• Body Language

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Name: Behavioral Training
Code: BK-207
Duration: 32 Hours

• Cross Cultural Orientation

• Difference in Values
• Diversity Training
• "Aggressive" vs. "Submissive" vs. "Assertive"
• "Sympathy" vs. "Empathy"
• Managing Difficult Situations
• Managing Difficult Customers
• Forbidden Phrases
• Body Language

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Name: Customer Relationship Management (CRM)
Code: BK-208
Duration: 24 Hours

• Assertiveness Model

• Managing Difficult Customers
• Situational Management
• Persuasion Techniques
• Forbidden Phrases
• Reporting

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Name: Management Information Systems (MIS)
Code: BK-209
Duration: 24 Hours

• Basic Statistics

• Basic MS-Office
• Dashboards
• Data Interpretation
• Date Reporting

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Name: Marketing & Sales Training
Code: BK-210
Duration: 24 Hours

• "Aggressive" vs. "Submissive" vs. "Assertive"

• Persuasion Techniques
• Forbidden Phrases
• Managing Difficult Customers
• Situational Management
• Case Studies

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Name: DMAIC Six Sigma Quality
Code: BK-211Duration: 40 Hours