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IT-ITeS Sector Skills Council NASSCOM 0
Name of Company /Training Provider
OUTCOMES BASED CURRICULA FRAMEWORK
CRM DOMESTIC NON-VOICE
Curricula Framework for CRM Domestic Non-Voice
IT-ITeS Sector Skills Council NASSCOM
1
Job
Det
ails
Job Role CRM Domestic Non-Voice (Customer Service Associate,
Customer Service Representative, Customer Care Executive,
Process Associate- Transaction)
Role Description Individuals at this job are responsible for resolving queries and
customer cases over web-chat or email.
NVEQF/NVQF level
Minimum Educational Qualifications
Maximum Educational Qualifications
4
10th
Master's Degree in any discipline
Training
(Suggested but not mandatory)
Training programs in customer orientation, dealing with
difficult customers, written communication etc.
Experience
0-1 year of work experience/internship in customer service
roles
Applicable National Occupational
Standards (NOS)
Compulsory:
1. SSC/N3021 (Deal remotely with customer queries)
2. SSC/N9001 (Manage your work to meet requirements)
3. SSC/N9003 (Maintain a healthy, safe and secure working
environment)
Optional:
Not Applicable
Performance Criteria As described in the relevant OS units
Qualifications Pack Code SSC/Q2211
Job Role CRM Domestic Non-Voice
Credits(NVEQF/NVQF/NSQF) TBD Version number 0.1
Sector IT-ITeS Drafted on 30/04/13
Sub-sector Business Process
Management Last reviewed on 30/04/13
Occupation Customer Relationship
Management Next review date 30/06/14
technology consul t ing
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Curricula Framework for CRM Domestic Non-Voice
IT-ITeS Sector Skills Council NASSCOM 2
Unit Code SSC/N3021
Unit Title (Task) Deal remotely with customer queries
Description This unit is about dealing with queries received from customers by e-mail or chat.
Scope This unit/task covers the following:
Customers:
internal
external
Queries received by:
chat
Appropriate people:
supervisor
other members of your team
subject matter experts
Objectives
Performance Criteria (PC) w.r.t. the NOS: SSC/N3021 (Deal remotely with customer queries)
To be competent, you must be able to:
PC1. greet customers and verify their details, following your organization’s procedures
PC2. read carefully, summarize, and obtain customer confirmation of, your understanding of queries
PC3. express your concern for any difficulties caused and your commitment to resolving queries
PC4. record and categorize queries accurately using your organization’s query management tool
PC5. refer queries outside your area of competence or authority promptly to appropriate people
PC6. access your organization’s knowledge base for solutions to queries, where available
PC7. resolve queries within your area of competence or authority in line with organizational guidelines and service level
agreements (SLAs)
PC8. obtain advice and guidance from appropriate people, where necessary
PC9. obtain confirmation from customers that queries have been resolved to their satisfaction
PC10. record the resolution of queries accurately using your organization’s query management tool
PC11. comply with relevant standards, policies, procedures and guidelines when dealing remotely with customer queries
Ap
plic
able
NO
S U
nit
Curricula Framework for CRM Domestic Non-Voice
IT-ITeS Sector Skills Council NASSCOM
3
Knowledge and Understanding (K)
Outcomes Performance Ensuring
Measures
Duration
(Hrs)
Work Environment / Lab
Requirement (Inclusive of Hardware
/ Software Specifications)
A. Organizational
Context (Knowledge
of the company/
organization and its
processes)
You need to know and understand:
KA1. your organization’s standards, policies,
procedures, guidelines and service level
agreements for dealing with customer
queries and your role and responsibilities
in relation to these
On a KG card board outline the
standards, policies, legislation
and procedures followed in the
company w.r.t CRM and explain
the same to the trainer & co-
trainee / Faculty Evaluation
2.00 Hrs Fully furnished class rooms with the
following equipment / tools /
accessories to support 25 trainees:
Chairs and Desks
White Board, Markers and
Erasers
Projector
PC with supporting software /
applications for projecting audio,
video, recording, presentation,
internet connection
Tools to support Domestic Non-
Voice such as:
o Intranet
o Email
o IMs
o Task and performance data
Application and Software
o Task Tracker and Calculator
o Centralized Workforce
Management Tool (Ex: FAST
company owned software
for processing title
insurance)
Speakers with Mic.
PPT presentations
Fan/AC
Curricula Framework for CRM Domestic Non-Voice
IT-ITeS Sector Skills Council NASSCOM
4
Handy Camera
Stationery Kit – Staples, Glue,
Chart Paper, Sketch Pens, Paint
Box, Scale, A4 Sheets
Computer Lab with 25 PCs with
net connection, MS Office,
Browser, Assessment and Test
Tools for day to day online Tests
and Assessments
Note: The above mentioned are
generic in nature and should be
available for every class room
session and/or lab sessions. Any
requirement apart from the one
mentioned above is specified in the
respective tabular against respective
section Eg. KA2 , KA4…
Questionnaire Manual AND/OR Test
and Assessment Tool - Online
KA2. your organization’s management tools and
systems for recording, categorizing and
resolving customer queries
Scenario based mock
assessment ( a situational
complaint is given and the same
be solved with the available
tools and systems)/Faculty
Overview
1.00 Hr Questionnaire
Spacious Room / Auditorium
KA3. your organization’s customer relationship
management (CRM) tools and systems and
how to use these
Written Test (multiple choice –
CRM tool’s screen shot
questions)/Peer-Review and
Score
1.50 Hrs Questionnaire Manual AND OR Test
and Assessment Tool - Online
KA4. the importance of documenting, classifying Presentation on documenting, 1.00 Hr Class Room Setup
Curricula Framework for CRM Domestic Non-Voice
IT-ITeS Sector Skills Council NASSCOM
5
and prioritizing customer queries prioritizing & approaching
styles/Faculty Evaluation
KA5. your organization’s knowledge base and
how to use this to identify solutions
Written Test - Knowledge
Verification Test descriptive
type questionnaire / Score
1.00 Hr Questionnaire Manual AND OR Test
and Assessment Tool - Online
KA6. where to refer queries outside your
authority
Group Discussion – Conclusion
Based/Peer and Faculty
Evaluation
1.00 Hr Round Table Setup for four teams
KA7. who to seek advice and guidance from Group Discussion – Conclusion
Based/ Peer and Faculty
Evaluation
1.00 Hr Round Table Setup for four teams
KA8. the importance resolving customer queries Written Test (Descriptive Type) /
Score and Feedback
1.00 Hr Questionnaire Manual AND OR Test
and Assessment Tool - Online
KA9. standard tools, templates and scripts
available for dealing with customer queries
Written Test (Objective and
Descriptive Type) / Score and
Feedback
2.00 Hrs Questionnaire Manual AND OR Test
and Assessment Tool - Online
KA10. limits of your role and responsibilities in
relation to customer querie
Written Exercise – List down all
the possible “to do tasks” and
set the priority while
mentioning the reason for
setting priority for a particular
task and present the same to co-
trainees / peer evaluation and
Score with Faculty Evaluation
1.50 Hrs Questionnaire Manual AND OR Test
and Assessment Tool - Online
KA11. the importance of keeping customers
informed about timescales for progress
and resolution of customer queries
Mock on handling customer
queries based on practical
incidents / Faculty Evaluation
1.00 Hr Questionnaire
Spacious Room / Auditorium
KA12. typical response times for customer
queries and the importance of these
Mock on handling customer
queries based on practical
incidents / Faculty Evaluation
1.00 Hr Questionnaire
Spacious Room / Auditorium
Curricula Framework for CRM Domestic Non-Voice
IT-ITeS Sector Skills Council NASSCOM
6
Outcomes Performance Ensuring
Measures
Duration
(Hrs)
Work Environment / Lab
Requirement (Inclusive of Hardware
/ Software Specifications)
B. Technical
Knowledge
You need to know and understand:
KB1. relevant standards, policies, procedures
and guidelines that apply when dealing
with customer queries
Drafting – Draft a two pager
procedure manual that depicts
the standards, policies,
procedures and guidelines when
dealing with Customer Queries /
Score and feedback
2.00 Hrs Questionnaire / Template / Forms
KB2. relevant product reference guides or
support materials to resolve queries
Quiz (Individual Based) / Score
and Feedback
1.00 Hr Questionnaire
KB3. common types of customer queries and
how to resolve them
Team Activity – Enlist all the
possible customer queries and
the same be fired against the
other team for solution / Faculty
Evaluation
1.00 Hr Round Table Setup for four teams
KB4. different styles and approaches when
working with customers
Group Discussion followed by
Role Play out of the discussion
made / Faculty Evaluation
1.00 Hr Round Table Setup for four teams
KB5. techniques for conveying concern and
commitment
Presentation – Team Based
wherein every member in the
team has to present with the
point while summing up with
the team’s technique by team
lead / Score and Feedback
1.00 Hr Class Room Setup
KB6. different questioning techniques for
understanding customer queries
Verbal Test – Individual cum
Team Based / Score and
Feedback
1.00 Hr Questionnaire
KB7. issues that may affect customer
satisfaction and how to deal with these
Viva / Score and Feedback 2.00 Hrs Discussion Room
Grade Sheet
KB8. current practice in customer service Written Test (Objective Type) /
Score and Feedback
2.00 Hrs Questionnaire Manual AND OR Test
and Assessment Tool – Online
Curricula Framework for CRM Domestic Non-Voice
IT-ITeS Sector Skills Council NASSCOM
7
Skills (S)
A. Core Skills/
Generic Skills
Writing Skills
You need to know and understand how to:
SA1. communicate with others in writing
Draft a mail based on the given
subject pertaining to product
specific (CRM) / score and
feedback
2.00 Hrs Wi-fi for students to connect the
recommended online resources on
their personal devices
SA2. complete accurate well written work with
attention to detail
Self Practice Quiz / Score and
Feedback
1.00 Hr Questionnaire
Reading Skills
You need to know and understand how to:
SA3. read instructions, guidelines, procedures,
rules and service level agreements
Exercises on Passage Reading
and answering to questionnaire
(Objective Type) / score and
feedback
Reading Skills Practical (Read
two-three sentences and explain
the same to the co-trainees) /
peer evaluation
1.50 Hrs Questionnaire / Template / Forms
Outcomes Performance Ensuring
Measures
Duration
(Hrs)
Work Environment / Lab
Requirement (Inclusive of Hardware
/ Software Specifications)
Oral Communication (Listening and Speaking skills)
You need to know and understand how to:
SA4. listen effectively and orally communicate
information accurately
Listening Skills Assessment
based on audio play – Objective
Type Questions / scores and
feedback]
Team Activity – Instructor reads
a passage and the teams has to
frame 5 questions based on
listening to passage and fire the
question on the opposite team /
2.00 Hrs Questionnaire / Template / Forms
Sound System
Round Table Setup for four teams
Curricula Framework for CRM Domestic Non-Voice
IT-ITeS Sector Skills Council NASSCOM
8
Score
Oral Conversation Activity
between every two trainees A
and B where A is given a picture
and is asked to describe the
same, B takes note of the
description and explains back
the picture content and
placements of objects. This
helps in understanding the
verbal communication and
understanding skills in every
individual
SA5. ask for clarification and advice from others Practical Test – based on the
scenario every individual would
simulate the act composed with
clarification and advisory /
Faculty Overview
1.00 Hr
Questionnaire Manual AND OR Test
and Assessment Tool - Online
B. Professional Skills
Decision Making
You need to know and understand how to:
SB1. make decisions on suitable courses of
action
Practical Test – Decision Making
for the questionnaire on a given
scenario / Score and feedback
Example: You have accidentally
received an email by your
manager that was to be sent to
your co-worker asking for a
report to be mailed. You are
aware of the report. What do
you decide to do now ?
1.50 Hrs
Questionnaire Manual AND OR Test
and Assessment Tool - Online
Curricula Framework for CRM Domestic Non-Voice
IT-ITeS Sector Skills Council NASSCOM
9
SB2. follow rule-based decision-making
processes
Written Test (Objective and
Descriptive Type questions) on
Decision Making Skills / scores
and feedback
1.50 Hrs
Questionnaire Manual AND OR Test
and Assessment Tool - Online
Plan and Organize
You need to know and understand how to:
SB3. plan and organize your work to achieve
targets and deadlines
Written Test – Objective Type
(Self Assessment) on Time
Management / score
Achieve Target – Team Activity
based on planning, organizing
and achieving the target /
Faculty overview
Example: Create a “To Do List”
and list down from the high
priority job to low priority job
and execute in the same order.
Exercise – List out “to do” tasks
and set the priority / score and
feedback
2.00 Hrs Questionnaire Manual AND OR Test
and Assessment Tool - Online
Round Table Setup for four teams
Questionnaire / Template / Forms
Customer Centricity
You need to know and understand how to:
SB4. build and maintain positive and effective
relationships with customers
Exercise – List out all the
positive and negative attitude
and behavior on customer
relationship followed by action
plan on overcoming negative
behavior / Faculty evaluation
1.00 Hr
Questionnaire / Template / Forms
SB5. work effectively in a customer facing
environment
Exercise – Create a SWOT
(Strength, Weakness,
Opportunity and Threat)
Analysis for yourself focusing on
1.00 Hr
Discussion Room
Grade Sheet
Curricula Framework for CRM Domestic Non-Voice
IT-ITeS Sector Skills Council NASSCOM
10
“Your customer facing work
environment”, with a help of a
discussion session with your
team overcome your mentioned
weaknesses and threats
/ Faculty Overview
Viva / score and feedback
SB6. deliver consistent and reliable service to
customers
Group Discussion (all trainees)
and manual creation (by leads
representing each team) in
parallel on various
measurement to deliver
consistent and reliable service
to customers / Faculty Overview
1.00 Hr
Round Table Setup for four teams
SB7. check your own work meets customer
requirements
Exercise – Fill up the “Work
Tracker” to analyze and evaluate
your proficiency, work meets
and or loopholes / Self, peer and
faculty evaluation / score
1.00 Hr
Questionnaire / Template / Forms
SB8. carry out rule-based transactions in line
with customer-specific guidelines,
procedures, rules and service level
agreements
Written Test (Objective and
Descriptive Type) / score and
feedback
2.00 Hrs Questionnaire Manual AND OR Test
and Assessment Tool - Online
Outcomes Performance Ensuring
Measures
Duration
(Hrs)
Work Environment / Lab
Requirement (Inclusive of Hardware
/ Software Specifications)
Problem Solving
You need to know and understand how to:
SB9. apply problem-solving approaches in
different situations
Mock Session (Team Activity) on
Customer Relationship problem
solving approaches for a given
problem.
2.00 Hrs Round Table Setup for four teams
Questionnaire Manual AND OR Test
and Assessment Tool - Online
Curricula Framework for CRM Domestic Non-Voice
IT-ITeS Sector Skills Council NASSCOM
11
Example: You have billed high in
your monthly billing cycle for
which the customer has sent
you a mail stating he is not
interested in the service
anymore.
What is your problem solving
approach for this situation
SB10. seek clarification on problems from others Open Hall session with real time
questionnaire towards seeking
clarification on a specific
problem / peer and faculty
overview
1.00 Hr
Spacious Room / Auditorium for Role
Play
Analytical Thinking
You need to know and understand how to:
SB11. pass on relevant information to others
Role Play – Form teams and call
one member from the team and
share an information drafting
for a particular type of query.
The same has to be addressed
by him/her to their respective
team / Faculty Evaluation
2.00 Hrs Spacious Room / Auditorium for Role
Play
SB12. analyze data and activities Written Test (Objective Type) on
Data Interpretation and
Understanding Graphs / Score
and Feedback
1.00 Hr Questionnaire Manual AND OR Test
and Assessment Tool - Online
Critical Thinking
You need to know and understand how to:
SB13. apply balanced judgments to different
situations
Written Test (Self opinion
based) followed by a discussion
about applying balanced
judgmental methodology / score
2 Hrs Questionnaire Manual AND OR Test
and Assessment Tool - Online
Curricula Framework for CRM Domestic Non-Voice
IT-ITeS Sector Skills Council NASSCOM
12
and feedback
Attention to Detail
You need to know and understand how to:
SB14. check your work is complete and free from
errors
Proof Read a completed work to
further filter for accuracy / score
Example: Solution provided by
you to your customer. Re-check
if you have provided the right
solution.
1.50 Hrs Questionnaire Manual AND OR Test
and Assessment Tool - Online
Team Working
You need to know and understand how to:
SB15. work effectively in a team environment
Practical Assessment based on
team activities (Enlist 10
different complaints from your
customers, assume your team
size is 3, wherein each team
member has different skill set, If
a team member is overloaded
with work, come up with a
solution how to distribute the
work within the team) / Faculty
Evaluation
2.00 Hrs Questionnaire / Template / Forms
SB16. work independently and collaboratively Written Test (Match the
following) / score and feedback
1.00 Hr Questionnaire Manual AND OR Test
and Assessment Tool - Online
C. Technical Skills You need to know and understand how to:
SC1. use information technology effectively to
input and/or extract data accurately
Written Test (Objective and
Descriptive Type) on
Information system and data
Management / Score and
feedback
1.50 Hrs
Questionnaire Manual AND OR Test
and Assessment Tool - Online
SC2. store and retrieve information System based Practical Test /
score and instant feedback
1.50 Hrs Questionnaire Manual AND OR Test
and Assessment Tool - Online
Curricula Framework for CRM Domestic Non-Voice
IT-ITeS Sector Skills Council NASSCOM
13
SC3. identify and refer anomalies in data Team Activity – Outline the
various ways in identifying
differences in data (scenario
based) / Faculty Overview
1.50 Hrs Questionnaire / Template / Forms
Round Table Setup for four teams
SC4. keep up to date with changes, procedures
and practices in your role
Industry Visit
Assignment – (week on week
basis) by maintaining a book to
update amendments and or new
learning and or upgrades made /
Score and feedback
4.00 Hrs Appointment with a particular
Industry/company and arrangements
to reach the spot
Home Work
Curricula Framework for CRM Domestic Non-Voice
IT-ITeS Sector Skills Council NASSCOM
14
Ap
plic
able
NO
S U
nit
Unit Code SSC/N9001
Unit Title (Task) Manage your work to meet requirements
Description This unit is about planning and organizing your work in order to complete it to the required standards on time.
Scope This unit/task covers the following:
Work requirements:
activities (what you are required to do)
deliverables (the outputs of your work)
quantity (the volume of work you are expected to complete)
standards (what is acceptable performance, including compliance with Service Level Agreements)
timing (when your work needs to be completed)
Appropriate people:
line manager
the person requesting the work
members of the team/department
members from other teams/departments
Resources:
equipment
materials
information
Objectives
Performance Criteria (PC) w.r.t. the NOS: SSC/N9001 (Manage your work to meet requirements)
To be competent on the job, you must be able to:
PC1. establish and agree your work requirements with appropriate people
Curricula Framework for CRM Domestic Non-Voice
IT-ITeS Sector Skills Council NASSCOM
15
PC2. keep your immediate work area clean and tidy
PC3. utilize your time effectively
PC4. use resources correctly and efficiently
PC5. treat confidential information correctly
PC6. work in line with your organization’s policies and procedures
PC7. work within the limits of your job role
PC8. obtain guidance from appropriate people, where necessary
PC9. ensure your work meets the agreed requirements
Knowledge and Understanding (K)
Outcomes Performance Ensuring
Measures
Duration
(Hrs)
Work Environment / Lab
Requirement (Inclusive of Hardware
/ Software Specifications)
A. Organizational
Context
(Knowledge of the
company/
organization and
its processes)
You need to know and understand:
KA1. the organization’s policies, procedures and
priorities for your area of work and your
role and responsibilities in carrying out your
work
Quiz-Verbal (Every individual
will be fired with a quiz
question) on organization’s
standards, policies, procedures
& guidelines / Score with
feedback
Written Test (Multiple Choice) –
on service level agreements for
dealing with customer queries,
role and responsibilities. /Score
with feedback
2.00 Hrs Fully furnished class rooms with the
following equipment / tools /
accessories to support 25 trainees:
Chairs and Desks
White Board, Markers and
Erasers
Projector
PC with supporting software /
applications for projecting audio,
video, recording, presentation,
internet connection
Tools to support Domestic Non-
Voice such as:
o Intranet
o Email
o IMs
o Task and performance data
Application and Software
o Standard Resource
Calculator
Curricula Framework for CRM Domestic Non-Voice
IT-ITeS Sector Skills Council NASSCOM
16
o Centralized Workforce
Management Tool (Ex: FAST
company owned software
for processing title
insurance)
Speakers with Mic.
PPT presentations
Fan/AC
Handy Camera
Stationery Kit – Staples, Glue,
Chart Paper, Sketch Pens, Paint
Box, Scale, A4 Sheets
Computer Lab with 25 PCs with
net connection, MS Office,
Browser, Assessment and Test
Tools for day to day online Tests
and Assessments
Note: The above mentioned are
generic in nature and should be
available for every class room
session and/or lab sessions. Any
requirement apart from the one
mentioned above is specified in the
respective tabular against respective
section Eg. KA2 , KA4…
Questionnaire Manual AND/OR Test
and Assessment Tool - Online
KA2. the limits of your responsibilities and when
to involve others
Group Discussion and note
taking in parallel / Faculty
Overview
1.00 Hr Round Table Setup for four teams
Curricula Framework for CRM Domestic Non-Voice
IT-ITeS Sector Skills Council NASSCOM
17
KA3. your specific work requirements and who
these must be agreed with
Project – Prepare the chart to
show the organization structure
/ hierarchy and point of contacts
for your specific work
requirement / Score
1.00 Hr Spacious Room / Auditorium
KA4. the importance of having a tidy work area
and how to do this
Team Activity – Collage work to
show case action plans for a tidy
work area / Score
1.50 Hr Round Table Setup for four teams
KA5. how to prioritize your workload according
to urgency and importance and the benefits
of this
Written Exercise – List down 12
“to do tasks” and set the priority
while mentioning the reason for
setting priority for a particular
task and present the same to co-
trainees / peer evaluation and
Score
1.00 Hr Questionnaire / Template / Forms
KA6. the organization’s policies and procedures
for dealing with confidential information
and the importance of complying with
these
Exercise on Security System
Measurement – Enlist Do’s and
Don’ts / Score
1.00 Hr Questionnaire / Template / Forms
KA7. the purpose of keeping others updated
with the progress of your work
Debate on Keeping others
updated with the progress of
work is good / Score to every
individual who contributes their
voice and valid points in the
debate
1.00 Hr Spacious Room / Auditorium
KA8. who to obtain guidance from and the
typical circumstances when this may be
required
Written Test (Objective Type) /
Score with discussion session
1.00 Hr Questionnaire Manual AND OR Test
and Assessment Tool - Online
KA9. the purpose and value of being flexible and
adapting work plans to reflect change
Role Plays to show case
flexibility and adaptability on a
change at work
1.00 Hr Spacious Room / Auditorium for Role
Play
Curricula Framework for CRM Domestic Non-Voice
IT-ITeS Sector Skills Council NASSCOM
18
B. Technical
Knowledge
You need to know and understand:
KB1. the importance of completing work
accurately and how to do this
Written Test – Create a check
List for completing a task or
series of tasks for accurate job
outcome / Faculty Evaluation
1.50 Hrs
Questionnaire Manual AND OR Test
and Assessment Tool - Online
KB2. appropriate timescales for completing your
work and the implications of not meeting
these for you and the organization
Project Work (Instant) – Draft a
task tracker template and
present the effectiveness of the
template / Score
1.50 Hrs Spacious Room / Auditorium for Role
Play
KB3. resources needed for your work and how to
obtain and use these
Creative Thinking (Team
Activity) – Present a structured
process or methods that pops
up resources needed for a
particular work and its source /
Faculty Evaluation
1.00 Hr Round Table Setup for four teams
Skills (S)
A. Core Skills/
Generic Skills
Outcomes Performance Ensuring
Measures
Duration
(Hrs)
Work Environment / Lab
Requirement (Inclusive of Hardware
/ Software Specifications)
Writing Skills
You need to know and understand how to:
SA1. complete accurate work with attention to
detail
Self Practice Quiz / Score and
Feedback
1.50 Hrs PCs for every individual to take up
the test with net connectivity
Reading Skills
You need to know and understand how to:
SA2. read instructions, guidelines/procedures
Written Test (Multiple Choice)
based on Reading
Comprehension / Score and
Feedback
1.50 Hrs Questionnaire Manual AND OR Test
and Assessment Tool - Online
Oral Communication (Listening and Speaking skills)
You need to know and understand how to: Listening Skills Assessment 2.00 Hrs Round Table Setup for four teams
Curricula Framework for CRM Domestic Non-Voice
IT-ITeS Sector Skills Council NASSCOM
19
SA3. ask for clarification and advice from line
managers
based on audio play – Objective
Type Questions / scores and
feedback
Team Activity – One Team reads
a passage and the other team
has to frame 5 questions based
on listening to passage and fire
the question on the opposite
team / Score
Sound System
SA4. communicate orally with colleagues Conversation Test – Oral (Test
upon tone, pitch, flow, rhythm
etc.) – Faculty Evaluation
1.00 Hr Conversation Document
B. Professional Skills
Decision Making
You need to know and understand how to:
SB1. make a decision on a suitable course of
action
Team Activity – Outline 3
different methods and decide
the best method that will help
you to achieve your target on a
daily basis / Faculty Evaluation
Written Test (Objective Type)
Decision Making Skills test –
Know you self stand / Score and
Feedback
Draft - Decision Making Strategy
or steps / Score
1.50 Hrs Questionnaire Manual AND OR Test
and Assessment Tool - Online
Plan and Organize
You need to know and understand how to:
SB2. plan and organize your work to achieve
targets and deadlines
Written Test – Objective Type
(Self Assessment) on Time
Management / score
2.00 Hrs Questionnaire Manual AND OR Test
and Assessment Tool - Online
Curricula Framework for CRM Domestic Non-Voice
IT-ITeS Sector Skills Council NASSCOM
20
Achieve Target – Team Activity
based on planning, organizing
and achieving the target (Teams
should draft an execution
methodology on how they
would achieve the targets)
/ Faculty Evaluation
Exercise – List out “to do” tasks
and set the priority / score and
feedback
SB3. agree objectives and work requirements Role Play - Prioritizing Tasks and
Incidents / Faculty Evaluation
1.00 Hr Spacious Room / Auditorium for Role
Play
Customer Centricity
You need to know and understand how to:
SB4. deliver consistent and reliable service to
customers
Group Discussion Session on
maintaining consistency and
reliable service to customers
while creating a map to depict
the points discussed in parallel /
Faculty Overview
1.50 Hrs Round Table Setup for four teams
SB5. check your own work meets customer
requirements
Quiz on Understanding
Customer requirement
1.50 Hrs Questionnaire
Problem Solving
You need to know and understand how to:
SB6. refer anomalies to the line manager
Role Play (Individual and Team
Based) – Every individual would
come up with a problem and
solution like:
o Not managing work
o Incorrect output
o Volumes not met
o Not organized
o Do not seek clarification
1.50 Hrs Questionnaire Manual AND OR Test
and Assessment Tool - Online
Curricula Framework for CRM Domestic Non-Voice
IT-ITeS Sector Skills Council NASSCOM
21
with co-workers
/ Faculty Overview
Written Test (Objective Type) /
Score
Analytical Thinking
You need to know and understand how to:
SB7. Provide relevant information to others
Online Questionnaire based on
escalation of information within
the team / Auto Result with
Score
1.50 Hrs Questionnaire Manual AND OR Test
and Assessment Tool – Online
PCs for every individual to take up
the test with net connectivity
Curricula Framework for CRM Domestic Non-Voice
IT-ITeS Sector Skills Council NASSCOM
22
Outcomes Performance Ensuring
Measures
Duration
(Hrs)
Work Environment / Lab
Requirement (Inclusive of Hardware
/ Software Specifications)
You need to know and understand how to:
SB8. apply judgements to different situations
Viva – One on One / Score and
Feedback
Role Play (Individual and Team
Based) – Every individual would
come up with a judgement to
various situations pertaining to
managing your work / Faculty
Evaluation
1.50 Hrs Discussion Room
Grade Sheet
Attention to Detail
You need to know and understand how to:
SB9. apply good attention to detail
Written Test (Pictorial
Representation and Text Heavy
based Questions) / score and
feedback
1.00 Hr Questionnaire Manual AND OR Test
and Assessment Tool - Online
SB10. check your work is complete and free from
errors
Exercise – Enlist all the points
and or sequence in order to
complete a specified work while
mentioning the steps taken to
ensure the accuracy of the work
in a tabular format / Score
1.50 Hrs Questionnaire / Template / Forms
SB11. get your work checked by peers Proof Read a completed work to
further filter for accuracy / score
1.50 Hrs Questionnaire
Team Working
You need to know and understand how to:
SB12. work effectively in a team environment
Individual and Team based
activity - Complete the set of
activities and questionnaires as
an individual wherein the
individual’s performance would
contribute to the team, any
1.50 Hrs Round Table Setup for four teams
Curricula Framework for CRM Domestic Non-Voice
IT-ITeS Sector Skills Council NASSCOM
23
weak performers would pool in
negative scores or zero score
letting the team down. The
team thereby must come up
with the solutions or steps to
improve the average performers
/ Faculty Evaluation
C. Technical Skills You need to know and understand how to:
SC1. use information technology effectively, to
input and/or extract data accurately
Online Practical Test on data
management and process
followed using information
technology / Score
2.00 Hrs PCs for every individual to take up
the test with net connectivity
SC2. identify and refer anomalies in data Team Activity – Outline the
various ways in identifying
differences in data (scenario
based) / Faculty Overview
1.50 Hrs Round Table Setup for four teams
SC3. store and retrieve information Practical Online Test – Database
and or Information
Management Activity / Score
and Feedback
1.50 Hrs PCs for every individual to take up
the test with net connectivity
SC4. keep up to date with changes, procedures
and practices in your role
Project Work – Draft a template
to make note of daily activities
with reference to changes in
procedures and practices
involved in your role while
maintaining the same (a
continuous process) / Faculty
Evaluation
1.50 Hrs Class Room Setup
Curricula Framework for CRM Domestic Non-Voice
IT-ITeS Sector Skills Council NASSCOM
24
Ap
plic
able
NO
S U
nit
Unit Code SSC/N9003
Unit Title (Task) Maintain a healthy, safe and secure working environment
Description This unit is about monitoring the working environment and making sure it meets requirements for health, safety and security.
Scope This unit/task covers the following:
Emergency procedures:
illness
accidents
fires
other reasons to evacuate the premises
breaches of security
Resources(needed to achieve the unit objectives):
information
government agencies in the areas of safety, health and security and their norms and services
Objectives
Performance Criteria (PC) w.r.t. the NOS: SSC/N9003 (Maintain a healthy, safe and secure working environment)
To be competent, you must be able to:
PC1. comply with your organization’s current health, safety and security policies and procedures
PC2. report any identified breaches in health, safety, and security policies and procedures to the designated person
PC3. identify and correct any hazards that you can deal with safely, competently and within the limits of your authority
PC4. report any hazards that you are not allowed to deal with to the relevant person in line with organizational procedures
and warn other people who may be affected
PC5. follow your organization’s emergency procedures promptly, calmly, and efficiently
PC6. identify and recommend opportunities for improving health, safety, and security to the designated person
PC7. complete any health and safety records legibly and accurately
Curricula Framework for CRM Domestic Non-Voice
IT-ITeS Sector Skills Council NASSCOM
25
Knowledge and Understanding (K)
Outcomes Performance Ensuring
Measures
Duration
(Hrs)
Work Environment / Lab
Requirement (Inclusive of Hardware
/ Software Specifications)
A. Organizational
Context
(Knowledge of the
company/
organization and
its processes)
You need to know and understand:
KA1. legislative requirements and organization’s
procedures for health, safety and security
and your role and responsibilities in
relation to this
Written Test (Objective Type) /
score and feedback
Activity – Collage Messages and
pictures with respect to health
and safety security system /
Faculty Overview
2.00 Hrs Fully furnished class rooms with the
following equipment / tools /
accessories to support 25 trainees:
Chairs and Desks
White Board, Markers and
Erasers
Projector
PC with supporting software /
applications for projecting audio,
video, recording, presentation,
internet connection
Tools to support Domestic Non-
Voice such as:
o Intranet
o Email
o IMs
o Task and performance data
Application and Software
o Standard Resource
Calculator
o Centralized Workforce
Management Tool (Ex: FAST
company owned software
for processing title
insurance)
Speakers with Mic.
PPT presentations
Fan/AC
Curricula Framework for CRM Domestic Non-Voice
IT-ITeS Sector Skills Council NASSCOM
26
Handy Camera
Stationery Kit – Staples, Glue,
Chart Paper, Sketch Pens, Paint
Box, Scale, A4 Sheets
Computer Lab with 25 PCs with
net connection, MS Office,
Browser, Assessment and Test
Tools for day to day online Tests
and Assessments
Note: The above mentioned are
generic in nature and should be
available for every class room
session and/or lab sessions. Any
requirement apart from the one
mentioned above is specified in the
respective tabular against respective
section Eg. KA2 , KA4…
Questionnaire Manual AND/OR Test
and Assessment Tool - Online
KA2. what is meant by a hazard, including the
different types of health and safety
hazards that can be found in the workplace
Mindscape – List out all the
possible and or expected
hazards at workplace followed
by remedies to eradicate the
same / Score
1.00 Hr Class Room Setup
KA3. how and when to report hazards Group Discussion / faculty
evaluation
1.00 Hr Round Table Setup for four teams
KA4. the limits of your responsibility for dealing
with hazards
Quiz / Score 1.00 Hr Questionnaire / Template / Forms
KA5. the organisation’s emergency procedures
for different emergency situations and the
Exercise – Team Lead to mentor
the team, followed by series of
1.00 Hr Questionnaire / Template / Forms
Curricula Framework for CRM Domestic Non-Voice
IT-ITeS Sector Skills Council NASSCOM
27
importance of following these questions to every individual /
score and faculty overview
KA6. the importance of maintaining high
standards of health, safety and security
Team Activity – Create a chart
that encompasses the
importance of high standards
health, safety & security
measurements, followed by
each trainee explaining on
different points / score and
feedback
1.50 Hrs Round Table Setup for four teams
KA7. implications that any non-compliance with
health, safety and security may have on
individuals and the organization
Role Play – Team Based with
every individual taking a role /
peer evaluation and faculty
overview
1.50 Hrs Spacious Room / Auditorium for Role
Play
B. Technical
Knowledge
You need to know and understand:
KB1. different types of beaches in health, safety
and security and how and when to report
these
Written Test (Objective and
Description Type) / Score and
Feedback
1.50 Hrs Questionnaire Manual AND OR Test
and Assessment Tool - Online
KB2. evacuation procedures for workers and
visitors
Practical Test – Mock Drill (Team
Based) / Score and feedback
1.50 Hrs Round Table Setup for four teams
KB3. how to summon medical assistance and
the emergency services, where necessary
Presentation / score 1.00 Hr Class Room Setup
KB4. How to use the health, safety and accident
reporting procedures and the importance
of these
Project Work (Instant) –
Prepare the chart that shows up
the contact information with
image orientation to reach out
during hazard / calamities
1.50 Hrs Class Room Setup
Skills (S)
A. Core Skills/
Generic Skills
Outcomes Performance Ensuring
Measures
Duration
(Hrs)
Work Environment / Lab
Requirement (Inclusive of Hardware
/ Software Specifications)
Writing Skills
Curricula Framework for CRM Domestic Non-Voice
IT-ITeS Sector Skills Council NASSCOM
28
You need to know and understand how to:
SA1. complete accurate, well written work with
attention to detail
Written Test (Objective Type) on
process followed to accurately
complete the work related to
safety and security system /
Score and feedback
Question and answer session –
Team based activity / Score and
feedback
1.50 Hrs Questionnaire Manual AND OR Test
and Assessment Tool - Online
Reading Skills
You need to know and understand how to:
SA2. read instructions,
guidelines/procedures/rules
Written Test - Passage Reading
and answering the
questionnaire / Score
1.50 Hrs Questionnaire Manual AND OR Test
and Assessment Tool - Online
Oral Communication (Listening and Speaking skills)
You need to know and understand how to:
SA3. listen effectively and orally communicate
information accurately
Verbal Test – Answer to the
questions (communication skills
based questionnaire) / Score
Activity – Team based
assessment on listening and
speaking skills / scores and
feedback
Conversation Test (test upon
tone, pitch, flow, rhythm etc.) –
Oral / Faculty Overview
1.50 Hrs Round Table Setup for four teams
Questionnaire Manual AND OR Test
and Assessment Tool – Online
Conversation Document
B. Professional Skills
Decision Making
You need to know and understand how to:
SB1. make decisions on a suitable course of
action or response
Written Test on Decision Making
Skills (Objective Type – based on
a scenario related to health and
safety measurements)
1.50 Hrs Questionnaire Manual AND OR Test
and Assessment Tool - Online
Curricula Framework for CRM Domestic Non-Voice
IT-ITeS Sector Skills Council NASSCOM
29
Example: When your co-worker
struggles to breathe while
working you will -
a) call doctor
b) inform management
c) imply first aid
/ Score and Feedback
Group Discussion based on the
written test.
Draft - Decision Making Strategy
(on any given point in time,
depending upon the scenario,
the steps followed to make a
decision) / Score
Plan and Organize
You need to know and understand how to:
SB2. plan and organize your work to achieve
targets and deadlines
Role Play - Assume the NEWS
spread to take precautionary
measurement to prevent swine
flu. Show the way you will plan
and organize from swine flu.
Written Test (Multiple Choice) -
Know your Time Management
Skills / Score and feedback
Exercise - Prioritizing Tasks and
Incidents / Score
Exercise – Grid an Activity
Planner for a week / peer
1.50 Hrs Questionnaire Manual AND OR Test
and Assessment Tool - Online
Questionnaire / Template / Forms
Curricula Framework for CRM Domestic Non-Voice
IT-ITeS Sector Skills Council NASSCOM
30
evaluation
Customer Centricity
You need to know and understand how to:
SB3. build and maintain positive and effective
relationships with colleagues and
customers
Activity – Individual and Team
based activity (List all the points
that contributes towards
positive and effective
relationships with co-workers
and customers) / Score and
Feedback
1.50 Hrs Questionnaire / Template / Forms
Problem Solving
You need to know and understand how to:
SB4. apply problem solving approaches in
different situations
Team Activity (Individual teams
will frames 3 questions related
to illness/sickness/health and
safety) with problem solving
approaches / Faculty Evaluation
Written Test (Objective Type) on
problem solving skills based on
the health, safety and security
measurements / Score
Presentation on problem solving
approaches at different
situations / Score
1.50 Hrs Questionnaire Manual AND OR Test
and Assessment Tool – Online
Outcomes Performance Ensuring
Measures
Duration
(Hrs)
Work Environment / Lab
Requirement (Inclusive of Hardware
/ Software Specifications)
Analytical Thinking
You need to know and understand how to:
SB5. analyse data and activities
Group Activity – Track and
create a database that shows
the no. of accidents at
workplace, be it major or minor
1.50 Hrs Questionnaire Manual AND OR Test
and Assessment Tool - Online
Round Table Setup for four teams
Curricula Framework for CRM Domestic Non-Voice
IT-ITeS Sector Skills Council NASSCOM
31
with respect to negligence in
health and safety
measurements and outline a
graph to depict and or support
your gathered data.
Written Test on Data
Interpretation understanding
capability / score and feedback
Team Activity – Understand and
Explain the purpose of different
demo Graphs
Critical Thinking
You need to know and understand how to:
SB6. apply balanced judgements to different
situations
Team Activity: Assume two co-
workers at workplace fought
and the verbal fight turned to
physical extent, both had a
minor injury, as a team member
or team lead how will you tackle
this situation and apply
balanced judgement.
Written Test (Self opinion
based) followed by a discussion
about applying balanced
judgmental methodology / score
and feedback
1.50 Hrs Questionnaire Manual AND OR Test
and Assessment Tool - Online
Attention to Detail
You need to know and understand how to:
SB7. apply good attention to detail
Written Test (Pictorial
Representation and Text Heavy
based Questions) / score and
1.00 Hr Questionnaire Manual AND OR Test
and Assessment Tool - Online
Curricula Framework for CRM Domestic Non-Voice
IT-ITeS Sector Skills Council NASSCOM
32
feedback
SB8. check your work is complete and free from
errors
Individual Activity – List out all
the steps, measurements and
pointers to ensure that you
follow health and safety
measurements and verifying if
you have missed to adhere to
the system.
Written Test (Formative Type) –
Enlist all the measurements to
complete a work errorless /
score
1.50 Hrs Questionnaire Manual AND OR Test
and Assessment Tool - Online
SB9. get your work checked by peers Proof Reading Test on an
already proof read passage by
the trainee in the format of re-
proofing / Peer Evaluation
1.50 Hrs Questionnaire / Template / Forms
Team Working
You need to know and understand how to:
SB10. work effectively in a team environment
Skit – Divide the team and play a
skit where an act to be
performed will depict
eradicating lineance to health
and safety policies / Faculty
Evaluation
Team Work Assessment –
Complete the work effectively
as a team with responsibilities
shared and thorough
understanding / Score and
Feedback
1.50 Hrs Round Table Setup for four teams
Curricula Framework for CRM Domestic Non-Voice
IT-ITeS Sector Skills Council NASSCOM
33
C. Technical Skills You need to know and understand how to:
SC1. identify and refer anomalies
Team Exercise – Update and or
Escalate the ideas or changes in
the workflow while asking the
trainees to take down the
update, followed by explaining
the same to the mass / Score
and Feedback
1.50 Hrs Questionnaire / Template / Forms
SC2. help reach agreements with colleagues Team Based Practical Test – On
a given task(s) the team has to
workout together while
discussing and considering all
the points from every individual
for a effective job turnout while
having all agree with the final
call / Score and Feedback
1.00 Hr Round Table Setup for four teams
SC3. keep up to date with changes, procedures
and practices in your role
Practical Activity – Almost many
do not have any idea about the
aid to health issues.
Manage/update a book on a
weekly basis mentioning the
methodology to execute first aid
on a basic level injuries at
workplace / safety measures to
prevent possible injuries
Written Test (Objective and
Descriptive) on data
management, updates and
escalation capabilities / Score
and Feedback
1.00 Hr Questionnaire Manual AND OR Test
and Assessment Tool - Online
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