Odisha CHSE +2 Vocational IT/ITeS CRM Domestic Voice case studies
Odisha CHSE +2 Vocational IT/ITeS CRM Domestic Voice · Put your knowledge to work in context.
The Odisha CHSE +2 Vocational IT/ITeS programme with the CRM Domestic Voice trade is a higher-secondary vocational qualification delivered under the Council of Higher Secondary Education, Odisha. It combines general higher-secondary subjects with occupation-specific training for entry-level work in voice-based customer support: inbound and outbound call handling, spoken English and communication, customer relationship basics, telephone etiquette, CRM software and dialer use, complaint handling and escalation, workplace safety and hygiene, and employability and green IT awareness. The Odisha CHSE +2 Vocational IT/ITeS CRM Domestic Voice case studies are 5 cases and about 4,280 words.
1The Duplicate Debit on a Third-Party Call
You are a voice agent on the inbound billing line of a state electricity distribution company's domestic call centre in Bhubaneswar, handling queries in Odia, Hindi and English. A caller says he is the consumer's son and claims that Rs 1,450 was debited twice from his father's account on 4 March for the same bill.
830 words, about 4 min2Predictive Dialer Abandonment on a Loan Campaign
You supervise a 40-seat outbound campaign for a bank's pre-approved personal loan in Cuttack. The predictive dialer runs at a 3:1 ratio between 10:00 and 19:00.
837 words, about 4 min3The Fibre Cut and the Three-Month Demand
You handle escalations for a home broadband provider in Bhubaneswar. A customer's 100 Mbps connection has been down for 11 days.
815 words, about 4 min4A 14-Character Order ID on a Bad Landline
You are on an inbound order-support line for an e-commerce fulfilment centre in Bhubaneswar. A 72-year-old caller with a hearing aid is on a landline with noticeable echo, asking why his order - a blood pressure monitor - has not arrived.
825 words, about 4 min5The 12-Seat Centre with a Rs 45,000 Budget
You run a 12-seat CRM domestic voice centre in Bhubaneswar serving a telecom client. The monthly electricity bill is Rs 18,400.
973 words, about 5 min