BPO & Call Center Professional Training & Certification Program
A short, practical program for undergraduate students at Hyderabad colleges. Students practise real customer conversations, handle simulated support calls, work in CRM and ticketing tools and prepare for entry-level interviews in BPO, ITES and customer experience roles.
🏆 Best Vocational Institute 2026 (Entrepreneur India) · Since 2016 · 15+ centres
74,356+ learners trained · 750+ hiring partners
Get the program details
Students and colleges in Hyderabad. Our team will call you back. Or call Hyderabad: +91 98491 66632 · +91 80964 69768Our Hyderabad team will contact you shortly. For anything urgent, call +91 98491 66632.
From classroom to customer desk
This short-term, industry-oriented program bridges the gap between classroom education and workplace expectations. Students build practical communication, customer interaction, problem-solving, digital support and interview skills.
Rather than focusing on theory alone, students practise customer conversations, handle simulated support calls, work with CRM systems, manage complaints and take part in professional interview simulations, so they are better prepared for entry-level opportunities in BPO, ITES, customer experience and business support.
Why SkillCircle
🏆 Awarded Best Vocational Institute 2026 (Entrepreneur India).
Who can join?
Students pursuing B.Com, BBA, BA, B.Sc, BCA, B.Tech and other undergraduate courses, including final-year students and recent graduates.
No previous BPO experience or technical background is required. Training starts with the basics and moves step by step into professional workplace scenarios.
Especially useful if you want to
- Improve your spoken English
- Build workplace confidence
- Develop professional communication skills
- Get hands-on with customer service tools
- Explore entry-level corporate career options
What students will be able to do
Speak professionally with customers in English.
Understand BPO structure, terminology and daily operations.
Manage inbound and outbound interactions with clear call flows.
Apply active listening, empathy, questioning and problem-solving.
Maintain customer records in introductory CRM and ticketing tools.
Respond to queries over phone, email and chat.
Understand AHT, CSAT, FCR and call quality.
Draft responses, summarise interactions and improve support workflows.
Prepare a professional resume and face entry-level interviews.
Detailed 10-day training curriculum
Each day is about 3 hours, with topics, a practical activity and a clear outcome. The 7-day format condenses the same modules.
Day 01Introduction to the BPO & Customer Experience Industry3 hrs
How companies use customer support teams to run business operations.
Topics covered: BPO vs BPM vs ITES; domestic and international processes; voice and non-voice support; inbound and outbound operations; customer experience lifecycle; team structures; common job profiles.
Analyse a customer journey and identify how a call center resolves different types of customer requests.
Understand industry terminology, common job responsibilities and workplace expectations.
Day 02Spoken English & Business Communication3 hrs
Language and listening skills for professional customer interactions, with emphasis on clarity rather than accent imitation.
Topics covered: Sentence construction; common grammar errors; pronunciation; active listening; professional vocabulary; asking clarifying questions; polite expressions; telephone etiquette; avoiding filler words.
Record a professional self-introduction, take part in paired conversations and practise customer greeting scripts.
Communicate clearly and use appropriate professional expressions during calls.
Day 03Voice Training, Confidence & Telephone Etiquette3 hrs
Sound professional, confident and approachable on every call.
Topics covered: Voice modulation; pace and volume; pronunciation clarity; neutral, understandable speech; professional tone; empathy; hold procedures; call transfers; avoiding interruptions.
Record three versions of the same customer interaction and get trainer feedback on clarity, confidence and tone.
Demonstrate improved call presence and structured telephone communication.
Day 04Inbound Calling & Customer Service Excellence3 hrs
The complete lifecycle of an inbound support call, from greeting to resolution and closure.
Topics covered: Call opening; customer verification; issue identification; active listening; probing questions; explaining the solution; complaint handling; escalation; professional call closure.
Five simulated inbound calls: order tracking, payment query, service complaint, account assistance and refund status.
Handle structured customer support interactions and document the resolution.
Day 05Outbound Calling, Lead Qualification & Objection Handling3 hrs
Ethical outbound communication for appointment setting, follow-ups and sales support.
Topics covered: Outbound call structure; customer permission; opening statements; understanding requirements; lead qualification; objection handling; appointment booking; follow-up etiquette; call dispositions.
Supervised outbound role-plays with simulated customer profiles: interested, undecided and uninterested prospects.
Conduct professional outbound conversations without misleading or high-pressure tactics.
Day 06CRM Software, Ticketing Systems & AI-Powered Support3 hrs
How support teams use digital platforms to manage conversations, cases and follow-ups.
Topics covered: CRM fundamentals; customer profiles; interaction history; ticket creation; case prioritisation; service-level agreements (SLAs); email and chat support; call notes; AI-assisted response drafting; responsible customer-data handling.
Create customer records, update ticket status, prepare email responses and use an approved AI tool to improve a sample support reply.
Understand basic CRM workflows and document customer interactions accurately.
Day 07Complaint Handling, Conflict Resolution & Quality Standards3 hrs
Stay calm, professional and solution-oriented in challenging interactions.
Topics covered: Angry-customer management; empathy statements; de-escalation; difficult conversations; service recovery; escalation matrices; first-call resolution (FCR); customer satisfaction (CSAT); average handling time (AHT); quality assurance.
Teams respond to difficult customer scenarios while peers evaluate tone, listening, accuracy and problem resolution.
Handle complaints constructively and understand how support performance is measured.
Day 08Industry Simulation & Live Practical Project3 hrs
Work in simulated customer service teams and apply everything learned so far.
Topics covered: Support workflow execution; call assignment; case documentation; ticket closure; quality monitoring; team coordination; performance reporting.
Complete a supervised mock customer-support shift with multiple scenarios and submit a daily activity report.
Demonstrate an end-to-end understanding of customer support operations.
Day 09Resume Building, Interview Skills & Corporate Readiness3 hrs
Present your strengths and answer common recruitment questions with confidence.
Topics covered: Fresher resume preparation; self-introduction; HR interview questions; voice-process interview rounds; listening tests; group discussion basics; workplace etiquette; teamwork; professional conduct.
Each student completes a mock interview and receives personalised feedback.
Prepare a professional resume and demonstrate basic interview readiness.
Day 10Final Skills Assessment, Feedback & Certification3 hrs
All major competencies come together in a practical evaluation with individual feedback.
Topics covered: Communication assessment; call-handling evaluation; CRM practical test; customer problem-solving; mock interview review; personal development planning.
Final simulated customer call, CRM documentation exercise and interview assessment.
Receive a skills scorecard and, subject to successful completion criteria, the SkillCircle Certificate of Completion.
Three industry-style projects
Students work on trainer-approved simulated cases and get feedback against defined performance standards.
Project 1 – Customer Support Desk
A fictional e-commerce company receives queries about deliveries, refunds, payment failures and damaged products. Students act as customer service executives: identify the issue, give accurate information, keep professional etiquette and document the outcome.
Deliverables: call recordings or observation sheets, five completed support cases, CRM notes and a quality evaluation sheet.
Project 2 – Appointment Booking Campaign
A fictional service provider has a list of prospects who asked for more information. Students qualify needs, respond to objections, schedule appointments and record call outcomes.
Deliverables: ten simulated outreach attempts, call-disposition records, an appointment tracker and a summary of customer responses.
Project 3 – Customer Experience Challenge
Students run a simulated multichannel support desk across phone, email and chat. Teams assign cases, prioritise requests, manage escalations and prepare a service-performance report.
Deliverables: ticket log, sample email and chat responses, case-resolution report and a team presentation.
How the training works
Conversations practised with trainers and classmates.
CRM exercises, ticketing, call records and support workflows.
Trainer evaluation of communication and practical performance.
Mock interviews, resume development and workplace readiness.
Sample call-handling exercise: delayed delivery complaint
The trainer assesses empathy, clarity, verification, listening, problem resolution and professionalism.
Assessment framework
| Assessment component | Weightage |
|---|---|
| Spoken English & communication | 25% |
| Customer call handling | 25% |
| CRM and digital support | 15% |
| Practical project performance | 20% |
| Interview readiness & professionalism | 15% |
| Total | 100% |
SkillCircle Certificate of Completion
Students who complete the required training hours, attendance requirements and practical assessment criteria are eligible for the SkillCircle Certificate of Completion.
- Student name and college
- Program title, duration and training dates
- Completion status and certificate ID
- Authorised signature
A separate skills scorecard can be shared with the college placement cell to help identify students' strengths and areas to improve.
Some of SkillCircle's 750+ hiring partners
Logos of companies in SkillCircle's hiring network across programmes. This program does not guarantee placement; hiring depends on each student's skills, effort and the employer's process.
SkillCircle learners, in their own words on LinkedIn
Learners from SkillCircle's digital marketing courses, shown with the roles listed on their LinkedIn profiles.
Run this program at your college
Partner with SkillCircle to deliver the BPO & Call Center Professional Training & Certification Program on your campus. We bring the trainers, simulations, projects, assessment and certificates, and share a skills scorecard with your placement cell.
- Flexible 7–10 day format, 21–30 hours
- On-campus delivery for Hyderabad colleges
- Batch-wise skills scorecards for the placement cell
Talk to our Hyderabad team
+91 98491 66632
+91 80964 69768
SkillCircle Hyderabad: 2nd Floor, above Muthoot Chits, 7-1-621/284, SR Nagar, Hyderabad, Telangana 500038
Partner with usCall nowFrequently asked questions
Who can join the BPO & Call Center training program?
Undergraduate students from B.Com, BBA, BA, B.Sc, BCA, B.Tech and other UG courses, including final-year students and recent graduates. No previous BPO experience or technical background is needed.
How long is the program?
7 to 10 days, with 21 to 30 training hours depending on the format agreed with the college. The full format is 10 days of about 3 hours each.
How much of the training is practical?
We target around 70% practical learning: role-plays, simulated inbound and outbound calls, CRM and ticketing exercises, a mock support shift and mock interviews.
Do students need good English to start?
No. Day 2 and Day 3 focus on spoken English, listening and voice clarity. The goal is clear, professional communication, not accent imitation.
Does the program cover chat and email support too?
Yes. Students practise voice, email and chat responses, and the integrated project runs a simulated multichannel support desk.
Will students get a certificate?
Students who complete the required hours, attendance and practical assessment criteria are eligible for the SkillCircle Certificate of Completion. A separate skills scorecard can be shared with the college placement cell.
Is a job guaranteed after the program?
No. The program builds communication, customer-handling and interview skills for entry-level BPO, ITES and customer-experience roles. Hiring decisions depend on each student's skills, effort and the employer's process.
Where is the training conducted?
The program is designed to run on campus at Hyderabad colleges. SkillCircle's Hyderabad centre is at 2nd Floor, above Muthoot Chits, 7-1-621/284, SR Nagar, Hyderabad 500038.
How can our college run this program?
Fill in the enquiry form with 'College / institution' selected, or call +91 98491 66632 / +91 80964 69768. Our team will share the batch format, schedule and requirements.
Are AI tools used in the training?
Yes, responsibly. On Day 6 students use an approved AI tool to draft and improve support replies and summarise interactions, with clear guidance on customer-data privacy.