Duration: 6 Months | Eligibility: School leavers or Graduates (All Streams Welcome)
Format: 60% Practical Training | Certification: Double-Certified (Campus, UK Recognized)

Launch Your Global Customer Service Career

Become job-ready for international call centers, technical support, and customer success roles with hands-on training in communication, CRM tools, and sales techniques.

Detailed Module Breakdown

1. English Communication & Accent Neutralization

• Neutralizing Sri Lankan accent for global customers
• Business vocabulary & email etiquette
• Active listening & pronunciation drills
• Voice modulation techniques

Tools: Rosetta Stone, ELSA Speak, Zoom practice sessions

2. Customer Service Excellence

Voice Process:

• Call opening/closing scripts
• Handling irate customers (LAER technique)
• Cross-cultural communication

Non-Voice (Email/Chat):

• Typing speed training (35+ WPM)
• Template-based query resolution

3. Technical Support Fundamentals

• IT helpdesk troubleshooting
• Basic hardware/software issues
• Remote desktop tools (TeamViewer , Any Desk and RD Manager)
• Ticketing systems (Zendesk, Freshdesk)

4. CRM Tools & Call Simulations

• Salesforce & Zoho CRM navigation
• Call flow management
• AHT (Average Handle Time) optimization
• Mock calls with AI feedback

5. Sales & Retention Strategies

• Upselling/cross-selling techniques
• Handling price objections
• Customer loyalty programs
• Churn reduction methods

Certification & Evaluation

• Weekly Assessments: Call simulations, typing tests
• Final Project: Live customer interaction demo
• Certification: “BPO Voice Process Specialist” (Double-Certified)

Career Opportunities

International Voice Process Executive • Technical Support Associate • Customer Success Specialist

Who Should Join?

• School leavers / Fresh graduates wanting global careers
• Career changers seeking stable jobs
• Anyone fluent in English looking for rapid upskilling