Call Center & Support Operations

Category: Customer Service & Professional Skills Courses
Affiliation: ICD-NSDC (Industry-Oriented Skill Training Programme)
Training Mode: Classroom Training + Practical Lab + Live Simulations
Programme Type: Certificate / Short-Term / Diploma

Programme Overview

The Call Center & Support Operations programme is designed to equip learners with practical skills required for efficient call handling, customer support, and operational excellence in modern contact centers.

This course focuses on call etiquette, customer query resolution, support operations, and CRM tools, making it ideal for students, graduates, and professionals aiming for careers in call centers, customer support, and service operations.

Course Duration

• Certificate / Short-Term: 3 – 6 Months
• Diploma: 6 – 12 Months

Key Learning Areas

• Fundamentals of call center operations
• Customer service and query handling
• Professional communication and call etiquette
• CRM software for support operations
• Managing complaints, escalations, and customer satisfaction

Subjects / Syllabus Covered

• Introduction to Call Center Operations
• Call Handling and Communication Skills
• Customer Support Techniques and Problem Solving
• CRM Tools and Software Usage (e.g., Salesforce, Zoho CRM)
• Complaint Management and Escalation Handling
• Metrics and Performance Measurement in Support Operations
• Real-Life Case Studies and Role-Playing Exercises

Practical Training

• Hands-on call simulation exercises
• CRM software practice for support operations
• Role-play for real-world customer scenarios
• Mini-projects on improving call efficiency and service quality

Eligibility Criteria

• 12th Pass / Graduate or Equivalent
• Basic computer and communication skills
• Interest in customer service and call center operations

Career Opportunities

Graduates can work as:

• Call Center Executive / Agent
• Customer Support Associate
• Helpdesk Coordinator
• CRM Support Assistant
• Service Operations Executive

Employment Sectors

• IT and BPO Companies
• Call Centers and Customer Support Services
• Banking, Finance, and Insurance
• E-commerce and Retail Companies
• Service-Oriented Enterprises

Why Choose This Course?

• High demand for skilled call center and support professionals
• Focus on practical, job-ready communication and operational skills
• Prepares learners for customer-facing roles across industries
• Enhances career growth, employability, and professional communication