Shrishti

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In 2010, Samarthanam launched a first-of-its-kind BPO/Call Centre training unit for people with disabilities.

In association with the Ministry of Personnel, PG and Pensions, Department of Administrative Reforms and Public Grievances, Government of India and the Department of Welfare of Disabled and Senior Citizens, Government of Karnataka; Samarthanam set up hi-tech Shrishti training centres in Bengaluru and Hubli to prepare PWDs for new age jobs in mainstream companies.

Based on a curriculum built by Industry experts and in partnership with 24X7 Customers, Samarthanam provides students quality technical and non technical training.

Shrishti BPO/ Call centre curriculum

Shrishti selects PWDs, with a minimum of 40% disability, having a higher secondary qualification and basic knowledge of English and computer use.

Shristi BPO training centres offer:

• 6 month programmes with 4 hours of theory and practical classes each day

• Disabled friendly classrooms with teaching aids

• State-of-the-art computer labs with JAWS (Job Access with Speech) software to assist the visually challenged

• Free hostel facilities near each of the centres

• Transportation between the hostel and training centre

• Free food at the hostel and the training centres for staff and students

• Experienced faculty from the industry, trained to manage the challenges faced by the disabled

• Continuous student evaluation and correction processes

• A unique Industry-Institute-Interface (III) programme that invites industry experts to interact with and guide the trainees.

• Pre placement training through mock call handling, mock interviews and group discussion activities.

• Placement support through collaboration with several top companies.

For admission please contact:

Bengaluru: + 91 9449864778/ vijay@samarthanam.org

Hubli: +91 9480809580 / darshana@samarthanam.org

Companies interested in recruiting our students can contact Chandrashekar @ +91 9449864787

Shrishti BPO/ Call Centre Training Curriculum

Module	Content	Methodology	Days	Hours	Reference Books/ Training material
Computer Typing	1. Typing Tutor	Self-paced/ Dictation	20	120	Typing master (For locomotors disabled) Talking Typing tutor (for VI)
Comprehension	1. In class activities - trainer led 2. Simulation of case studies with Empathy, rapport building, Cultural differences etc 3. Written Tests	Instructor led sessions, group activities, discussion forum	30	180	Basic Business Communication (Tenth Edition) by Lesikar and Flatley
Customer Service	1. Customer Service 2. Problem Handling skills 3. Chat Practice sessions 4. Mock Product Training 5. Scenario based Training 6. Chat Evaluation	Computer lab - Instructor Led sessions	50	300	The Call Centre Training Handbook by John.P.Wilson
Business English	1. Word Order 2. Indianisms & colloquial phrases 3. Punctuations 4. Vocabulary building exercises 5. Basic grammar and sentence construction 6. Difference in language used across cultures 7. Tests	Workbooks with exercises, discussions, activities, quiz sessions	40	240	High School English Grammar and Composition by Wren & Martin
World Affairs and Business Etiquette	1. Current Affairs 2. Life in a BPO 3. Body Language and concept of space 4. Professional interaction and group Dynamics 5. Conflict Management 6. Deadlines and Targets - Relevance 7. International Culture and challenges	Projects, Presentations, Guest Lecturers, Study tours	10	60	Manorama and Organizational Behavior by Uday Parik, Basic Business Communication (Tenth Edition) by Lesikar and Flatley.
Accent training	1. Accent Awareness and Indianisms (Mother Tongue influence) 2. Consonant and vowel sounds 3. Word level Stress 4. Speech Rhythm	Audio sessions, Interactive sessions	50	300	Accent training by Dr. David Allan Stern Notes from the trainer.

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