Certified Technical Support Associate

A typical CTSA® Certified is expected to exhibit acceptable level of capabilities to deliver tech-support services efficiently in a BPO. More specifically, a CTSA® certified is:

Assessment Areas

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Test Code	Test Area	Test Sweep
BC-901	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
BC-102	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
BC-131	Fundamentals of Technology Support	Principles of Technology Support; Computer Hardware; Computer Software; Operating System; Networking; Internet Applications; Firewalls; Viruses
BC-132	Home/Office Computer Devices and Peripherals	Broadband Routers and Firewalls; Modems; Wireless Access Points; Printers; Scanners; Webcams
BC-133	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
BC-905	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
BC-906	English Language Proficiency	Grammar, Written & Spoken English Structure, Pronunciation, Intonations; Basic Vocabulary; Neutralized Accent