Odisha CHSE +2 Vocational IT/ITeS CRM Domestic Voice study guide
Odisha CHSE +2 Vocational IT/ITeS CRM Domestic Voice · Work through your exam, one topic at a time.
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 study guide has 11 sections and about 3,149 words.
01Introduction to IT/ITeS and the CRM Domestic Voice Sector
Domain 1 tests whether you can describe the IT/ITeS industry, place the CRM Domestic Voice role inside it, and use performance metrics correctly. IT services build and maintain technology for clients; ITeS runs business processes such as customer support, sales, verification and back-office work.
305 words, about 2 min02Communication Skills and Spoken English for Voice Support
Domain 2 tests spoken English accuracy, clarity and politeness for voice support, not literary English. Communication has a sender, message, channel, receiver, feedback and noise.
291 words, about 1 min03Customer Service Fundamentals and Customer Relationship Management Concepts
Domain 3 tests customer service principles and CRM concepts: service quality, lifecycle, data use and retention. Customers judge service through RATER: reliability, assurance, tangibles, empathy and responsiveness.
283 words, about 1 min04Inbound and Outbound Call Handling Procedures
Domain 4 tests standard call flows, verification, dialer types and dispositions that keep inbound and outbound work compliant. Answer promptly, greet with company and name, offer help, verify identity using approved questions, probe, place on hold only with permission, resolve, recap, ask if anything else is needed, close politely and set the correct disposition.
269 words, about 1 min05Telephone Etiquette
Domain 5 tests telephone etiquette: the small behaviours that signal respect and control a call. Answer within the agreed ring count, greet the company and yourself, and ask how you may help.
286 words, about 1 min06Voice Modulation and Active Listening
Domain 6 tests voice modulation and active listening: how you sound and how you prove you heard. Voice has pitch, pace, volume, tone, inflection and pause.
268 words, about 1 min07Product, Process and Systems Knowledge (CRM software, dialer basics, data entry)
Domain 7 tests product, process and system accuracy: what you support, how the workflow runs, and how cleanly you use CRM and dialer tools. Know features, benefits, eligibility, price, terms and common failure modes.
287 words, about 1 min08Handling Difficult Customers, Complaints and Escalation
Domain 8 tests complaint handling and escalation: de-escalating emotion while staying inside policy. Listen without interruption, acknowledge the impact, empathize briefly, clarify facts, propose options, confirm agreement, act, follow up and document.
278 words, about 1 min09Workplace Safety, Health and Hygiene; Organizational Policies
Domain 9 tests safe, healthy and policy-compliant work in a voice office. Set the chair so feet are flat and thighs level; monitor roughly at eye level, an arm's length away; wrists neutral; elbows near 90 degrees.
293 words, about 1 min10Employability Skills, Entrepreneurship and Green IT Practices
Domain 10 tests employability skills, basic entrepreneurship and green IT practices in a service workplace. Employers look for communication, teamwork, problem solving, digital literacy, time management, adaptability and customer orientation.
296 words, about 1 min11Practical Work, Project and Internal Assessment
Domain 11 tests the practical file, project report and internal assessment: whether you can demonstrate CRM voice skills and reflect on evidence. Expect role plays, mock inbound and outbound calls, listening exercises, CRM data entry and observation checklists.
293 words, about 1 min