Critical Objectives of CampusCTSA
BCI authorized Certification Training Providers worldwide seek the following outcomes from the CampusCTSA Certification Training Program:
- The trainee students should be able to qualify and pass the BCI Certification Examination and get BCI Certified.
- The trainee students should develop BPO-requisite knowledge-base and skillsets to work at the entry level in Tech-Support BPO organizations.
- The trainee students should be able to conduct themselves as responsible global citizens and ethical performance-driven professionals.
- The trainee students are able to get employment offers from BPO companies after getting BCI Certified.
Training Mechanism & Methodology:
Since the target trainees are fresh students with a majority of them in-experienced in BPO, African BPO Academy considers it important to follow a mix of training and learning methods and aids to help them develop skills and internalize BPO-critical knowledge. ABA and all other authorized BCI Certification Training providers use the following training instruments and methods across campuses in Kenya:
- Instructor/ Trainer-led classroom/ training sessions for learning of concepts and principles related to various BPO industry dimensions.
- Role Plays and Case Demonstrations to help internalize knowledge and application skills in critical areas.
- Quizzes and PC-Skills assignments to help refine and polish tasking skills as required in entry level assignments in BPOs.
- Company visits to BPO organizations and call centers.
- Internal Tests to ensure continuous learning of students.
| Important Training Areas in CTSA® Certification Program |
| Module 1 |
BPO Industry & Operations |
The concept of BPO; Issues and Challenges on the Floor; Specifics of Voice (In and Outbound, Help Desk, Tech-Support), Email, Chat & Transaction Processing; Types of BPOs; Basics of BPO Technology Infrastructure; Agent-Level Responsibilities/ Tasks/ Roles in Various Forms of BPOs; Outsourced Knowledge, Finance, Accounting, HR Processes; Outsourced Manufacturing Processes; Outsourced IT Processes; the Importance of ITES in BPO |
| Module 2 |
Essentials of Process Handling Skills and Knowledge |
Workflows in the common outsourced processes of Telemarketing, Tech-support, Help-desk, Collections, Payroll & HR Back-office Processes, Insurance & Investment Advisory Analytics, Content and Research Services; Client Process Comprehension using Workflows; Accelerated Learning through Training; Working through Databases; Using CTI, ACD, Dialers; Work Flow Systems; Call Loggers; Logging Orders; Branching; Task Escalations; Reporting; Quality and Productivity Metrics |
| Module 3 |
Fundamentals of Technology Support |
Principles of Technology Support; Computer Hardware; Computer Software; Operating System; Networking; Internet Applications; Firewalls; Viruses |
| Module 4 |
Home/Office Computer Devices and Peripherals |
Broadband Routers and Firewalls; Modems; Wireless Access Points; Printers; Scanners; Webcams
|
| Module 5 |
Customer Handling Skills and Knowledge |
Effective Customer Greeting; Handling Customer Names/Conventions; Call Opening and Handling; Handling Warm and Blind Transfers; Call Closing; Call Flow Management; Attentive Listening; Detecting Verbal and Tonal Clues; Handling Difficult Callers/Angry Customers; E-Mail and Chat Manners |
Module 6
|
Personal Effectiveness Principles and Techniques |
Working in a 24X7 Environment; Important Cultures of the World; Understanding Productivity and Performance Metrics; Prioritizing & Planning Daily Work; Clearing Back-Logs; Meeting Targets; Time Management; Conflicts Resolution; Stress Management; Working with Peers, Subordinates and Seniors; Crisis Management |
Module 7
|
English Language Proficiency |
Grammar, Written & Spoken English Structure, Pronunciation, Intonations; Basic Vocabulary; Neutralized Accent |
The Training areas mentioned in the grid are not exhaustive.
For details, please refer to the Official BCI CTSA® CBOK.
BCI CTSA® Certification Examination:
1) Components of CTSA® Assessment for first-time BCI Registrants
| Assessment Components |
Marks |
| Written CTSA® Examination |
300 |
| English Language & Communication |
200 |
| Keyboarding & PC Skills |
100 |
| TOTAL |
600 |
1) The Written CTSA® BCE Test Paper carries 75-100 multiple choice- answer type questions with 300 marks on the maximum and is timed for 120-150 minutes.
2) The written BCE carries questions based on topics and areas mentioned in the CTSA® CBOK.
3)
The weights accorded to different knowledge-areas in the CTSA® Test Paper are as follows:
| Weights accorded to different test-areas/ Modules in the CTSA® Certification Examination |
| Module 1 |
Module 2 |
Module 3 |
Module 4 |
Module 5 |
Module 6 |
Module 7 |
| BPO Industry & Operations |
Essentials of Process Handling Skills and Knowledge |
Fundamentals of Technology Support |
Home/Office Computer Devices and Peripherals |
Customer Handling Skills and Knowledge |
Personal Effectiveness Principles and Techniques |
English Language Proficiency |
| 8% |
10% |
20% |
12% |
20% |
15% |
15% |
|
4) RETEST FACILITY:
- BCI allows FREE reappearance opportunity to registrants/ participants after the First Failure. The registrants/ participants have to apply for the Retest in a prescribed format available with the CTPs and are bound to follow the examination schedule as fixed by BCI.
- If a registrant/ participant fails for the second time (called the Second Failure), (s)he is spun back to the pre-certification training (PCT) stage and (s)he has to undergo the PCT all over again after paying the fee prescribed by the BCI CTP at the time of re-registration.
Certification Life:
A CTSA® Certificate is valid for exactly 5 years from the date of its award. Application for re-certification to BCI has to be made at least three months prior to the date of expiry of the Certification. Recertification applicants have to take the CTSA® Refresher Examination and submit a Self-Evaluation Report.
