Odisha CHSE +2 Vocational IT/ITeS CRM Domestic Voice study plan
Odisha CHSE +2 Vocational IT/ITeS CRM Domestic Voice · Give each week a clear focus.
8 weeks · About 6 hours per week
Introduction to IT/ITeS and the CRM Domestic Voice Sector & Communication Skills and Spoken English for Voice Support
Define CRM Domestic Voice and list five daily responsibilities of an agent
Differentiate inbound, outbound, and blended processes with one example each
Identify and practise the eight active listening behaviours (paraphrasing, reflecting, clarifying, summarizing, etc.) in a 5-minute role-play
Record a 2-minute self-introduction in English and mark three pronunciation or fluency issues to fix
Your checkpoint
A one-page glossary of 25 IT/ITeS and CRM terms with an audio recording of your self-introduction
Communication Skills and Spoken English for Voice Support & Customer Service Fundamentals and Customer Relationship Management Concepts
Demonstrate telephone greetings, hold, transfer, and closing scripts with correct pronunciation and intonation
Explain the difference between customer service, customer satisfaction, and customer loyalty using a real example
Map the customer lifecycle (acquisition, onboarding, support, retention, win-back) to at least two CRM actions per stage
Use empathy statements and positive language to rewrite five negative phrases (e.g., 'I can't' → 'Here's what I can do')
Your checkpoint
A 5-minute recorded mock call (greeting to closing) with a self-assessment checklist of communication criteria
Inbound and Outbound Call Handling Procedures & Telephone Etiquette, Voice Modulation and Active Listening
Execute the inbound call flow: verify identity, identify need, resolve or escalate, confirm resolution, document
Execute the outbound call flow: prepare, open, qualify, handle objections, close, log disposition
Apply voice modulation techniques (pace, pitch, volume, pauses) and mark them on a call transcript
Demonstrate active listening by summarizing a caller's issue in one sentence before proposing a solution
Your checkpoint
Two recorded role-plays (one inbound, one outbound) with a completed call-quality scorecard (min. 10 criteria)
Product, Process and Systems Knowledge (CRM software, dialer basics, data entry) & Handling Difficult Customers, Complaints and Escalation
Navigate a CRM screen: create a customer record, log an interaction, update status, and search a knowledge base article
Explain dialer basics (preview, progressive, predictive) and the meaning of wrap-up time and abandon rate
Classify five complaint types and apply the HEAT or LAST model to each
Draft an escalation note with severity, impact, and recommended action for two scenarios
Your checkpoint
A completed mock CRM case file (customer record + interaction log + escalation note) plus a one-page dialer metrics cheat sheet
Handling Difficult Customers, Complaints and Escalation & Workplace Safety, Health and Hygiene; Organizational Policies
Role-play three difficult-customer scenarios (angry, abusive, non-native speaker) and de-escalate each within 3 minutes
Apply the escalation matrix: identify when to escalate, to whom, and what to document
List five workplace safety and hygiene practices relevant to a call-centre floor (ergonomics, headset hygiene, breaks, eye care, noise)
State three organisational policies (attendance, data privacy, code of conduct) and their consequences for non-compliance
Your checkpoint
A de-escalation script bank (3 scenarios) and a one-page workplace safety and policy checklist
Employability Skills, Entrepreneurship and Green IT Practices & Practical Work, Project and Internal Assessment
Identify five employability skills (communication, teamwork, problem-solving, time management, digital literacy) and give a workplace example of each
Describe three green IT practices in a CRM workplace (paperless documentation, energy-saving settings, e-waste disposal)
Outline an entrepreneurship idea for a small voice-based service (e.g., local language support) with target customer and revenue model
Plan a practical project: choose a scenario, define success metrics, and prepare a 5-minute presentation outline
Your checkpoint
A one-page project proposal with objectives, scenario, metrics, and a green-IT checklist
Communication Skills and Spoken English for Voice Support & Inbound and Outbound Call Handling Procedures & Handling Difficult Customers, Complaints and Escalation
Complete three full mock calls (inbound complaint, outbound follow-up, escalated difficult caller) without script prompts
Self-score each call against a 15-point quality rubric and identify two improvement areas
Reduce average handling time by 20% across the three calls while maintaining resolution quality
Deliver a peer or self-feedback session using specific, behaviour-based comments
Your checkpoint
Three recorded mock calls with completed quality rubrics and a written improvement plan
Practical Work, Project and Internal Assessment & Customer Service Fundamentals and Customer Relationship Management Concepts & Product, Process and Systems Knowledge (CRM software, dialer basics, data entry)
Finalise and submit the practical project report (scenario, process map, CRM screenshots or mock-ups, outcomes)
Deliver a 5-minute project presentation and answer three viva questions
Revise all ten domains using a one-page summary per domain and complete a 30-question self-test
Review the internal assessment checklist and close any gaps in documentation or attendance records
Your checkpoint
Submitted project report, presentation slides, and a scored 30-question self-test with reflection notes
Milestones
Week 2: Can deliver a complete mock call greeting-to-closing with no script prompts and score at least 70% on the communication checklist
Week 4: Can log a customer interaction in a CRM mock-up and correctly classify and escalate a complaint using the matrix
Week 6: Project proposal approved and de-escalation role-plays completed for all three difficult-customer types
Week 8: Project report submitted, presentation delivered, and self-test score at least 80% with all ten domains revised