| Chapter | Description | DurationHours | DurationMinutes |
| Introduction | Ice breaking Sessions,General Rules to be followed in the Institute,Growth of BPO (Industry Awareness),Job Opportunities | 2 | 0 |
| Introduction to BPO | What is Business Process Outsourcing?,What is the Necessity of Business Process Outsourcing?,Who are the Major Players? | 2 | 0 |
| Typing Practice | Typing Practice | 10 | 0 |
| Back Office Management | Administrative Outsourcing:Text Processing, Claim Processing, Assets Management, Transcription and Translation, Document Management – Concept and Activities | 10 | 0 |
| Back Office Management | Financial Outsourcing:Billing Services, Accounting Transactions, General Accounting,Tax consultancy and Compliance, Risk Management | 10 | 0 |
| Back Office Management | HR Outsourcing:Recruiting and Staffing,Payroll Services, Hiring Administration | 10 | 0 |
| Introduction to Call Center | Meaning of Call Center,Classification of Call Center,1. According to the Location of Process – International and Domestic,2. According to the Process – Inbound, Outbound and Blended,3. According to the Characteristics -Voice Based and Web based ,4. According to the functionality – Real Call Center and Virtual Call center | 4 | 0 |
| Spoken English | Voice and Accent,Voice Clarity and Global Accent – Practice | 10 | 0 |
| Spoken English | Voice Modulation and Intonations | 4 | 0 |
| Spoken English | Word Stress and Syllabi Stress | 4 | 0 |
| Spoken English | Punctuation, Vowel and Consonants Sound | 4 | 0 |
| Spoken English | Fast Speech | 4 | 0 |
| Spoken English | Pronunciation | 4 | 0 |
| Role Plays | Role Plays, Activities | 12 | 0 |
| Soft Skills - General Module | Greeting Others,Asking for Clarifications,Social Etiquette and Mannerisms,Personal Grooming,Cleanliness and Hygiene | 10 | 0 |
| Soft Skills - Effective Communication | Verbal Communication,Non Verbal Communication,Listening Skills,Interpersonal Skill | 10 | 0 |
| Soft Skills - Core Values and Ethics | Core Values – Honesty, Sincerity, Team work, Care for Environment, Respect for other,Work Ethics,Golden Rules to be Followed in an Organization,General Discipline, Code of Conduct | 10 | 0 |
| Soft Skills - Time Management | Manage your Time Effectively | 4 | 0 |