Certificate in Inbound Call Handling

Description

Course Name: Certificate in Inbound Call Handling
Course Id: CICH/Q0101.

Eligibility: 10+2 (Higher Secondary) or equivalent is required.

Objective: The objective of the Certificate in Inbound Call Handling course is to equip individuals with the knowledge and practical skills needed to manage inbound calls in a call center or customer support environment. The course covers call handling procedures, telephone etiquette, active listening, soft skills, and responding to a variety of customer needs including inquiries, complaints, and service requests. Learners are trained in using scripts, maintaining a calm and courteous tone, resolving issues promptly, and escalating calls when necessary.

Duration: Three Months.

 How to Enroll and Get Certified in Your Chosen Course:

 Step 1: Choose the course you wish to get certified in.

 Step 2: Click on the “Enroll Now” button.

 Step 3: Proceed with the enrollment process.

 Step 4: Enter your billing details and continue to course fee payment.

 Step 5: You will be redirected to the payment gateway. Pay the course and exam fee using one of the following methods:
Debit/Credit Card, Wallet, Paytm, Net Banking, UPI, or Google Pay.

 Step 6: After successful payment, you will receive your study material login ID and password via email within 48 hours of fee payment.

 Step 7: Once you complete the course, take the online examination.

 Step 8: Upon passing the examination, you will receive:
• A soft copy (scanned) of your certificate via email within 7 days of examination.
• A hard copy (original with official seal and signature) sent to your address within 45 day of declaration of result.

 Step 9: After certification, you will be offered job opportunities aligned with your area of interest.

Online Examination Detail:

Duration- 60 minutes.
No. of Questions- 30. (Multiple Choice Questions).
Maximum Marks- 100, Passing Marks- 40%.
There is no negative marking in this module.

 Key Benefits of Certification- Earning a professional certification not only validates your skills but also enhances your employability. Here are the major benefits you gain:

 Practical, Job-Ready Skills – Our certifications are designed to equip you with real-world, hands-on skills that match current industry demands — helping you become employment-ready from day one.

 Lifetime Validity – Your certification is valid for a lifetime — no renewals or expirations. It serves as a permanent proof of your skills and training.

 Lifetime Certificate Verification – Employers and institutions can verify your certification anytime through a secure and reliable verification system — adding credibility to your qualifications.

 Industry-Aligned Certification –All certifications are developed in consultation with industry experts to ensure that what you learn is current, relevant, and aligned with market needs.

 Preferred by Employers – Candidates from ISO-certified institutes are often prioritized by recruiters due to their exposure to standardized, high-quality training.

 Free Job Assistance Based on Your Career Interests – Receive personalized job assistance and career guidance in your preferred domain, helping you land the right role faster.

Syllabus:

Module 1: Introduction to Inbound Call Handling: Overview of call center operations, Role of inbound call agents, Importance of first call resolution (FCR), Understanding customer expectations, Call flow process and structure, Key performance indicators (KPIs), Types of inbound calls (support, queries, complaints), Call center technologies and systems, Call handling etiquette, Career opportunities in inbound support.

Module 2: Communication and Listening Skills: Elements of effective communication, Active listening and empathy building, Voice modulation and pronunciation, Clarity and tone of speech, Avoiding fillers and negative language, Understanding customer cues and needs, Responding to questions confidently, Handling silence and pauses effectively, Using positive scripting, Managing call closures professionally.

Module 3: Call Handling Process and Soft Skills: Greeting and call opening scripts, Identifying caller needs and verifying information, Navigating systems during calls, Providing solutions or transferring appropriately, Handling irate or difficult customers, Escalation procedures and documentation, Soft skills for professional interaction, Maintaining politeness under pressure, Time management during calls, Following call wrap-up protocol.

Module 4: Customer Service Excellence: Understanding service quality benchmarks, Enhancing customer satisfaction and loyalty, Techniques to reduce call hold and wait time, Managing repetitive queries efficiently, Case handling and personalized service, Building rapport over the phone, Understanding customer feedback, Using CRM tools for service records, Handling multiple calls or follow-ups, Creating memorable service experiences.

Module 5: Tools, Systems, and Compliance: Overview of telephony and call routing systems, Introduction to CRM and knowledge base tools, Logging and tagging calls, Ensuring data accuracy and entry, Following company policies and call scripts, Call monitoring and evaluation parameters, Adhering to security and compliance standards, Importance of confidentiality and ethics, Technical troubleshooting basics, Software navigation for call agents.

Module 6: Career Development and Mock Calls: Interview preparation and resume building, Grooming and professional behavior, Practice through mock call simulations, Handling feedback and performance reviews, Building a growth mindset, Continuous learning and skill improvement, Stress management for shift work, Tips for voice and accent neutralization, Email and chat basics for blended roles, Career paths in customer support and inbound services.

Career Scope & Salary Range in India

This program prepares candidates to handle customer inquiries, support requests, complaints, and general queries via inbound (incoming) calls. It emphasizes communication skills, product knowledge, empathy, call documentation, and CRM usage.

🎯 Top Career Roles with Responsibilities & Salary Range

🏢 Top Hiring Sectors

• BPOs & KPOs (Wipro, Teleperformance, Tech Mahindra, Concentrix)

• Telecom Companies (Airtel, Jio, Vodafone-Idea)

• Banking & Financial Services (HDFC, Axis, SBI Contact Centres)

• E-commerce Platforms (Amazon, Flipkart, Meesho, Snapdeal)

• Healthcare & Insurance (Star Health, Apollo, Practo)

• Travel & Hospitality (Yatra, OYO, MakeMyTrip)

• Retail Brands (Reliance Retail, Tata Cliq, Big Bazaar)

💰 Salary Range by Experience Level

📈 Career Growth Path