| 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? | 6 | 0 |
| Typing practice | Typing practice | 20 | 0 |
| Typing practice | Typing practice | 10 | 0 |
| Test / discussion / revision | Test / discussion / revision | 4 | 0 |
| Back office management | Administrative outsourcing Objective Why administrative outsourcing? Types of administrative outsourcing Text processing – examples, applications and advantages real time examples | 8 | 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 | 8 | 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 | 8 | 0 |
| Back office management | Financial out sourcing What is financial outsourcing? Examples, application and financial outsourcing Outsourcing of billing service Real time examples General accounting outsourcing Examples, application and advantages of general accounting outsourcing Real time examples | 16 | 0 |
| Test / discussion / revision | Test / discussion / revision | 4 | 0 |
| Back office management | Tax consultancy Examples, application and advantages of tax consulting what is the role of a tax consultant? | 8 | 0 |
| Back office management | Hr outsourcing Objective Why hr outsourcing? What are the different functions of a hr? Examples, application and advantages of hr function out sourcing Outsourcing of recruiting and staffing Outsourcing of payroll services Real time examples | 10 | 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 | 8 | 0 |
| Telephone etiquette | Objective What is telephone etiquette? Greeting the customer Holding procedure Call transfer procedure | 6 | 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 Ms word applications | 12 | 0 |
| Basic it | Ms excel application Ms powerpoint application What is internet? Searching information on the net Creating an e- mail account Sending and receiving e- mail | 18 | 0 |
| Final Test / Discussion / Revision | Final Test / Discussion / Revision | 6 | 0 |
| Soft Skills | Introduction to Soft Skills | 4 | 0 |
| Soft Skills | Communication Skills | 4 | 0 |
| Soft Skills | Self Awareness | 2 | 0 |
| Soft Skills | Planning and goal setting | 2 | 0 |
| Soft Skills | Self Management | 4 | 0 |
| Soft Skills | Time Management | 2 | 0 |
| Soft Skills | Game Play | 2 | 0 |
| Soft Skills | Team Building | 2 | 0 |
| Soft Skills | Motivation and Inspiration | 2 | 0 |
| Soft Skills | Ethics | 4 | 0 |
| Safety | Machine Safety | 4 | 0 |
| Safety | Material Handling Safety | 4 | 0 |
| Health | Introduction to Health and Hygiene | 4 | 0 |
| Health | Factors related to Health | 6 | 0 |
| Health | Maintaining Good Health | 6 | 0 |