| Chapter | Description | DurationHours | DurationMinutes |
| Introduction | Ice breaking sessions General rules to be followed in the institute Growth of bpo (industry awareness) Job opportunities, Safety, Health and hygiene, Baiscs of grammar | 2 | 0 |
| Introduction to bpo | What is business process outsourcing? What is the necessity of business process outsourcing? Who are the major players? Safety, Health and hygiene, Basics of Grammar | 6 | 0 |
| Typing practice | Typing practice, Safety, Health and hygiene, Introduction to soft skills | 20 | 0 |
| Typing practice | Typing practice, Safety, Health and hygiene, Communication skill | 10 | 0 |
| Back office management | Administrative outsourcing Objective Why administrative outsourcing? Types of administrative outsourcing Text processing – examples, applications and advantages real time examples, Safety, Health and hygiene, Team work | 20 | 0 |
| Back office management | Claim processing Objective What is a claim? Definition of claim processing Steps followed to process a claim – standard operating process Claim processing – examples, application and advantages Real time examples, Safety, Health and hygiene, Attitude and behaviour | 10 | 0 |
| Test / discussion / revision | Test / discussion / revision | 2 | 0 |
| Back office management | Asset management Objective Definition of asset Standard operating procedure Asset management – examples, application and advantages Real time examples, Safety, Health and hygiene, Time management | 10 | 0 |
| Back office management | Transcription Objective Definition of translation and transcription Real time examples, Safety, Health and hygiene, Winning Attitude | 18 | 0 |
| Test / discussion / revision | Test / discussion / revision | 2 | 0 |
| Back office management | Financial out sourcing What is financial outsourcing? Examples, application and financial outsourcing Outsourcing of billing service Real time examples, Safety, Health and hygiene, Honesty and Transparancy | 20 | 0 |
| Back office management | General accounting outsourcing Examples, application and advantages of general accounting outsourcing Real time examples, Safety, Health and hygiene, Repect rules and regulation | 20 | 0 |
| Test / discussion / revision | Test / discussion / revision | 2 | 0 |
| Back office management | Tax consultancy Examples, application and advantages of tax consulting what is the role of a tax consultant?Safety, Health and hygiene, Punctuality and Discipline | 20 | 0 |
| Back office management | Real time examples Hr outsourcing Objective Why hr outsourcing? What are the different functions of a hr? Health and hygiene, Environmental waste disposal and safety | 20 | 0 |
| Back office management | Examples, application and advantages of hr function out sourcing Outsourcing of recruiting and staffing Outsourcing of payroll services Real time examples. Safety, Health and hygiene, Motivation and Inspiration | 20 | 0 |
| Test / discussion / revision | Test / discussion / revision | 2 | 0 |
| Customer service | Objective What is customer service? Types of customers Customer handling tips Objection handling Excellent customer service, Safety, Health and hygiene, Situational Play | 20 | 0 |
| Telephone etiquette | Objective What is telephone etiquette? Greeting the customer Holding procedure Call transfer procedure, Safety, Health and hygiene, Interpersonal Skills | 10 | 0 |
| Test / discussion / revision | Test / discussion / revision | 2 | 0 |
| Basic it | Introduction to computers Functions of a computer Input / output devices Computer terminology Simple trouble shooting. Safety, Health and hygiene, Ethics and Values | 6 | 0 |
| Basic it | Ms word applications, Safety, Health and hygiene, Telephonic Etiqutte | 6 | 0 |
| Basic it | Ms excel application, Safety, Health and hygiene, Resume Writing | 6 | 0 |
| Basic it | Ms powerpoint application, Safety, Health and hygiene, Stress Management | 6 | 0 |
| Basic it | What is internet? Searching information on the net Creating an e- mail account Sending and receiving e- mail | 6 | 0 |
| Soft Skill - | * Introduction * Basics of Grammar * Learn Continuously * Behavior and Attitude * Discipline and Punctuality * Honesty and Transparency * Respect for Rules and Regulations * Communication Skills* Team Work * Relationship Building * Safety Conscious and Safe Working Practices * Concern for Quality * Customer Service * Environment and waste disposal | 20 | 0 |