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Assessment for Business Process Services & Outsourcing Industry

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BPO: Back-Office Operations

Data Processing Fundamentals
Document Processing
Transaction Processing
Order Processing
Invoice Processing
Record Management
Data Quality Management
Back-Office Operations
Process Exception Management
Workflow Management

Functional BPO

Finance & Accounting BPO
HR Process Outsourcing
Procurement Process Outsourcing
Insurance Process Outsourcing
Healthcare Process Outsourcing
Banking Process Operations
Legal Process Outsourcing Fundamentals
Payroll Processing
Recruitment Process Outsourcing
Supply Chain Process Outsourcing

BPO Management

BPO Workforce Management
BPO Performance Management
BPO Client Management
BPO Transition Management
BPO Process Improvement
Lean Process Management
BPO Quality Assurance
BPO Compliance Management
BPO Business Continuity
BPO Operations Leadership

KPO: Knowledge & Research

KPO Industry Fundamentals
Knowledge Process Management
Business Research Fundamentals
Market Research
Competitive Intelligence
Industry Research
Business Intelligence
Data Analysis for KPO
Statistical Analysis
Research Report Writing

Professional KPO

Financial Research
Investment Research
Equity Research Fundamentals
Credit Research
Risk Research
Healthcare Research
Pharmaceutical Research
Legal Research
Patent Research
Supply Chain Research

Advanced KPO

Advanced Data Analytics
Predictive Analytics
Financial Modeling
Business Forecasting
Consulting Support
Strategic Research
Knowledge Management
Research Quality Assurance
AI-Assisted Research
KPO Analytics & Research Leadership

Call Center : Customer Interaction

Call Center Fundamentals
Customer Service Fundamentals
Inbound Calling
Outbound Calling
Tele-sales
Technical Support
Customer Complaint Handling
Customer Retention
Customer Relationship Management
Customer Experience Management

Critical Communication

Business Communication
Telephone Etiquette
Active Listening
Questioning & Probing Skills
Empathy & Emotional Intelligence
Difficult Customer Management
Conflict Resolution
Customer De-escalation
Professional English Communication
Multilingual Customer Service

Contact Center Operations

Contact Center Quality Management
Call Monitoring & Quality Assessment
Average Handling Time Management
First Contact Resolution
Customer Satisfaction Management
Workforce Management
Contact Center Analytics
AI-Powered Customer Service
Omnichannel Customer Experience
Contact Center Leadership

BPO Industry Fundamentals

BPO Industry Fundamentals
Business Process Outsourcing Fundamentals
Outsourcing Process Management
SLA Management
Process Documentation
SOP Compliance
Process Quality Management
Productivity Management
Process Risk Management
BPO Professional Competency

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