Specialist

Specialist

BPO SPECIALIST LEVEL

CERTIFICATION PROGRAMMES

Earning your OSCI Certification is a signal to the industry that you’re prepared to take on the world. We provide an intense educational experience designed to prepare you to handle BPO services. The outsourcing industry is searching for proficient and committed professionals, and earning the Certification is the best way to show that you’re prepared to get the job done. Attend the training and pass the certification exam to join this exclusive group of professionals.

BPO Certified professionals are equipped to deliver BPOs that meet the needs of their clients. Holders of our certifications stand out from the crowd because the benefits of this intensive programme is apparent in the quality of their services. There is no other course on the market that offers you the comprehensive information included in this rigorous training we offer through our partners.

OSCI is an independent Institute that recognizes industry-wide needs for standardization and education and has responded by offering innovative, programmes and world class certifications in addition to networking opportunities. 

It will create hardcore professionals who firmly believe that "solutions must be innovative and easy to implement. Knowledge based ideas make the difference. Personalized service creates long term relationships and that trust, responsibility & knowledge create great people integrity & confidentiality above all"

 

 

CERTIFIED CUSTOMER CARE SPECIALIST (CCCS)

Customer service training is fast becoming one of the most valuable skills needed in today's highly competitive workplace. HR professionals understand the critical relationship between customers focused employees and the company's bottom line.  They look for and waste no time moving CCCS Certified applicants to the head of the line.
OSCI certification provides knowledge and training in human relations concepts with a focus toward customer interaction under "real life" business conditions. Students learn how they can positively impact individuals both inside and outside the business.

CCCS certified professionals know how to use their skills to reduce service-related disputes and miscommunication with the organization. They increase their value to the company, gain confidence in themselves, respect from their peers, and, most importantly, they generate repeat business from happy, satisfied customers.

Who should be a CCCS‌?

CCCS is for candidates who have earned the CCCP or those who have a minimum of two years experience in a customer care environment. This includes Call Centre Agents, front desk, sales and other customer interaction interfaces

Assessment Area

Service Industry Business Environment

Provides students with insight into basic principles of business and quality service.

  • Introduction to Service Industry
  • Learning for Success
  • Positive Work Ethic
  • Customer Service Overview
  • Working Together
  • Introduction to Business Principles

Global Trends and Development in Business Process Outsourcing

  • Global Trends in Business Process Outsourcing
  • Recent Development in Business Process Outsourcing

Customer Contact Skills

Provides students with skills to create positive customer relations; to communicate effectively with customers; and to successfully assist customers and solve their problems. Students will learn to select and sell products that benefit customers.

  • Exceeding Customer Expectations
  • Customer Service:
  • Face-to-Face
  • Critical Thinking
  • Information Sharing
  • Telephone Service Skills
  • Sales Skills
  • Managing the Difficult Customer

Professional Effectiveness Enhancement Principle & Techniques

  • Professional Effectiveness through Personal Image & Brand
  • Productivity through Effective Time management
  • Professional Effectiveness Through Performance Planning
  • Interpersonal Relationships & Conflicts Management Skills
  • Effective Stress Management
  • Personal & Professional Growth Management

 

Advanced Principles & Techniques of Telesales/Marketing

  • Advance Principles of Selling/Sales
  • Advance Principles of Telemarketing

 

Computer Skills

Provides students with basic personal computer skills in word processing, spread sheet, database and email software.

  • Introduction to Computers
  • Windows
  • Business Software Applications
  • Introduction to E-Business

  

CERTIFIED FINANCIAL SERVICE SPECIALIST (CFSS)

Finance and Accounting professionals provide timely, decision-oriented business analysis, reporting and solutions that enables organizations measure, manage and control its financial performance. Individuals in this career field perform a variety of jobs including: planning, organizing, directing, controlling and evaluating the operation of financial and accounting departments.

This course is for people/trainees to introduce various roles to employees working across key areas of financial services spectrum. They will learn amongst other things about responding to client needs, maintaining financial records, processing superannuation records and performing clerical duties. Possible work duties may include: - responding to customer enquiries; - sales and service; - maintaining financial records; - performing clerical duties; - applying fundamental skills in banking, credit management, insurance and retail financial services.

Assessment Area

  1. Global Trends and Development in Business Process  Outsourcing
  • Global Trends in Business Process Outsourcing
  • Recent Development in Business Process Outsourcing

 

  1. Professional Effectiveness Enhancement Principle & Techniques
  • Professional Effectiveness through Personal Image & Brand
  • Productivity through Effective Time management
  • Professional Effectiveness Through Performance Planning
  • Interpersonal Relationships & Conflicts Management Skills
  • Effective Stress Management
  • Personal & Professional Growth Management
  1. 3.      Critical Knowledge of Finance & Accounting Processing Tasks & Activities
  • Knowledge of Finance & Accounting BPO domain
  • Principles & Techniques of Contemporary Finance & Accounts
  • Commonly Outsourced Finance & Accounting Tasks and Activities
  • Finance & Accounting Services Delivery Metrics
  1. 4.      Review of the principal financial statements
  • What each statement contains 
    – Outline 
    – Detail
  • Not just what the statements contain but what they mean
  • Balance sheets and P&L accounts (income statements)
  • Cash flow statements
  • Detailed terminology and interpretation
  • Types of fixed asset – tangible, etc
  • Working capital, equity, gearing
  1. 5.       The ‘rules’ – Accounting Standards, concepts and conventions
    1. Fundamental or ‘bedrock’ accounting concepts
    2. Detailed accounting concepts and conventions
    3. What depreciation means
    4. The importance of stock, inventory and work in progress values
    5. Accounting policies that most affect reporting and results
    6. The importance of accounting standards and IFRS
    7. 6.       Where the figures come from
      1. Accounting records
      2. Assets / liabilities, Income / expenditure
      3. General / nominal ledgers
      4. Need for internal controls
      5. ‘Sarbox’ and related issues
      6. 7.       Managing the budget process
        1. Have clear objectives, remit, responsibilities and time schedule
        2. The business plan
        3. Links with corporate strategy
        4. The budget cycle
        5. Links with company culture
        6. Budgeting methods 
          – ‘New’ budgeting 
          – Zero-based budgets
        7. Reviewing budgets
        8. Responding to the figures
        9. The need for appropriate accounting and reporting systems
        10. 8.       What are costs? How to account for them
          1. Cost definitions
          2. Full / absorption costing
          3. Overheads – overhead allocation or absorption
          4. Activity based costing
          5. Marginal costing / break-even – use in planning
          6. 9.       Who does what? A review of what different types of accountant do
            1. Financial accounting
            2. Management accounting
            3. Treasury function
            4. Activities and terms

 

  1. 10.    How the statements can be interpreted
    1. What published accounts contain
    2. Analytical review (ratio analysis)
    3. Return on capital employed, margins and profitability
    4. Making assets work – asset turnover
    5. Fixed assets, debtor, stock turnover
    6. Responding to figures

 

 

CERTIFIED BACK OFFICE SPECIALIST (CBOS)

Managing and improving back-office operations is a constant challenge. External and front-office customers demand accurate, timely and problem-free transaction processing. Senior Management expects you to increase capacity and reduce costs. This CBOS course provides an effective strategy of systematic control and general management, which will greatly enhance back office operations. The aim of this course is to enable participants become a highly skilled, flexible and well-motivated work force. It will introduce the most effective ways to make office operations productive, safe and cost effective.

Training in Back Office management raises the quality performance standards for professionals as well as improve corporate performance in office operations. The emphasis is on a proactive management style to continuously improve quality throughout back offices while at the same time, establishing efficient processes and delivering cost-e­ffective services.

 

FOR WHOM?

CBOS‌ is awarded to individuals who successfully complete the requirements as prescribed by the Outsourcing Standards and Certification Board (OSCB).  These requirements primarily include having passed the CBOP or secured a minimum of two years’ experience in a back office environment. It also involves submissions of proofs of competence accumulated through formal learning and past work and/or qualifying the CBOS‌ examinations organized at OSCI various authorized. This programme can be done either through self-study, or by training with any of the authorized OSCI Training Providers.

ASSESSMENT AREA

1 GLOBAL TRENDS AND DEVELOPMENT IN BUSINESS PROCESS OUTSOURCING

  • Global Trends in Business Process Outsourcing
  • Recent Development in Business Process Outsourcing
  • Increasing contribution of Back Office Operations

 

  1. 1.      PROFESSIONAL EFFECTIVENESS ENHANCEMENT PRINCIPLE & TECHNIQUES
  • Professional Effectiveness through Personal Image & Brand
  • Productivity through Effective Time management
  • Professional Effectiveness Through Performance Planning
  • Interpersonal Relationships & Conflicts Management Skills
  • Effective Stress Management
  • Personal & Professional Growth Management

 

  1. 2.      BACK-OFFICE & BUSINESS PROCESSING SERVICES
  • Current trends in Back Office
  • Commonly Outsourced Back-Office Services Tasks and Activities
  • Back-Office Service Skills and Knowledge
  • Back-Office Services Delivery Metrics

 

  1. 3.      PRODUCTIVITY & QUALITY CONCEPTS

• How to become more effective, efficient & customer-focused

• Alternative improvement strategies

• How to monitor productivity & quality within financial institutions

• Creating a balanced scorecard of back-office performance indicators

• A structured approach to improving your key operations, administration &support processes

 

  1. ORGANISATION AND REPORTING LINES
  • Separation of function: front and back office, risk control and audit
  • In line with industry standard and best practice

Case study: prioritizing actions to ensure optimum positive effect

  • Analyzing& solving problems
  • The hierarchy of problem solving
  • Empowering the people
  • Controlling the people
  1. THE BACK OFFICE AS A REVENUE EARNER
  • Funding & cash management
  • Errors, fines & losses
  • Margin controls / cost reductions

Case study: non-earning assets control /margin controls

  1. PROCESSING
  • Generic processing approach
  • Process management
  • Systematic process control
  • Control of derivative products

8. IMPROVING BACK-OFFICE PROCESSES

  • • Setting priorities for process improvement
  • • Eliminating unnecessary activities
  • • Streamlining & re-engineering operations, administration & support processes
  • • Improve the effectiveness of your controls
  • • Managing improvement projects & initiatives
  • • How to gain management & staff support
  • • Overcoming resistance to change

Certifications

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