Model Curriculum

CRM Domestic Non-Voice

SECTOR: IT-ITES
SUB-SECTOR: BUSINESS PROCESS MANAGEMENT
OCCUPATION: CUSTOMER RELATIONSHIP MANAGEMENT
REF. ID: SSC/Q2211, VERSION 1.0
NSQF LEVEL: 4
 TABLE OF CONTENTS

1. Curriculum 01

2. Trainer Prerequisites 06

3. Annexure: Assessment Criteria 07

CRM Domestic Non-Voice
CURRICULUM / SYLLABUS

This program is aimed at training candidates for the job of CRM Domestic Non-Voice in the IT-ITeS Sector/Industry
and aims at building the following key competencies in the learner.

Program Name CRM Domestic Non-Voice

Qualification Pack Name & CRM Domestic Non-Voice

Reference ID. ID SSC/Q2211, version 1.0

Version No. 1.0 Version Update Date 31/12/2015

10th Standard
Pre-requisites to Training

After completing this programme, participants will be able to:

• Deal remotely with customer queries in the domestic market
Training Outcomes
• Manage their work to meet requirements
• Maintain a healthy, safe and secure working environment

CRM Domestic Non-Voice 1

The Course encompasses all three National Occupational Standards (NOS) of CRM-Domestic Non Voice SSC/Q2211
Qualification Pack issued by IT-ITES Sector Skills Council NASSCOM.

Equipment
Sr. No. Module Key Learning Outcomes
Required
1 Deal remotely with Candidates will be able to: Refer to Unique
customer queries • Greet customers and verify their details, following r Equipment
organization’s procedures Required section
Theory Duration • Read carefully, summarize, and obtain customer
(hh:mm) confirmation of, your understanding of queries
40:00 • Express their concern for any difficulties caused and
commitment to resolving queries
Practical Duration • Record and categorize queries accurately using their
(hh:mm) organization’s query management tool
210:00 • Refer queries outside their area of competence or
authority promptly to appropriate people
Corresponding NOS • Access organization’s knowledge base for solutions
Code to queries, where available
SSC/N3021 • Resolve queries within their area of competence or
authority in line with organizational guidelines and
service level agreements (SLAs)
• Obtain advice and guidance from appropriate
people, where necessary
• Obtain confirmation from customers that queries
have been resolved to their satisfaction
• Record the resolution of queries accurately using
their organization’s query management tool
• Comply with relevant standards, policies,
procedures and guidelines when dealing remotely
with customer queries
2 Manage work to Candidates will be able to: Refer to Unique
meet requirements • Establish and agree work requirements with Equipment
appropriate people Required section
Theory Duration • Keep immediate work area clean and tidy
(hh:mm) • Utilize time effectively
30:00 • Use resources correctly and efficiently
• Treat confidential information correctly
Practical Duration • Work in line with organization’s policies and
(hh:mm) procedures
70:00 • Work within the limits of job role
• Obtain guidance from appropriate people, where
Corresponding NOS necessary
Code • Ensure work meets the agreed requirements
SSC/N9001

3 Maintain a healthy, Candidates will be able to: Refer to Unique

safe and secure • Comply with organization’s current health, safety Equipment
working and security policies and procedures Required section
environment • Report any identified breaches in health, safety, and
security policies and procedures to the designated
person
• Identify and correct any hazards that can deal with

CRM Domestic Non-Voice 2

 Equipment
Sr. No. Module Key Learning Outcomes
Required
Theory Duration safely, competently and within the limits of authority
(hh:mm) • Report any hazards that one is not competent to deal
12:00 with to the relevant person in line with
organizational procedures and warn other people
Practical Duration who may be affected
(hh:mm) • Follow their organization’s emergency procedures
38:00 promptly, calmly, and efficiently
• Identify and recommend opportunities for improving
Corresponding NOS health, safety, and security to the designated person
Code • Complete any health and safety records legibly and
SSC/N9003 accurately

Total Duration Unique Equipment Required:

Training room should be fully furnished with the following equipment / tools /
Theory Duration accessories. Additional / specific resources, wherever applicable (e.g. Hardware,
82.00 software) are indicated in the main text corresponding to relevant learning
outcome.
Practical Duration
318.00 NOS SSC/N3021 requirements:
• Internet messenger and Web based Chat tools
• Any CRM and ticketing tool
• Open Office or MS – Office (word, Excel, PPT, Outlook)
• Access to PC, LAN, search engine

Common requirements
• Comfortable seats with adequate lighting, controlled temperature and
acoustics for training and learning
• White Board, Markers and Eraser
• Projector with screen
• Flip chart with markers
• Faculty’s PC/Laptop with latest configuration and internet connection
• Supporting software / applications for projecting audio, video, recording,
• Presentation Tools to support learning activities:
• Intranet
• Email
• IMs
• Learning management system e.g. Moodle, Blackboard to enable blended
learning
• Microphone / voice system for lecture and class activities
• Handy Camera
• Stationery kit – Staples, Glue, Chart Paper, Sketch Pens, Paint Box, Scale, A4
Sheets
• For IT Lab sessions: Computer Lab with 1:1 PC: trainee ratio and having
internet connection, MS Office / Open office, Browser, Outlook / Any other
Email Client and chat tools, CRM and ticketing tool(s) such as Freshdesk

CRM Domestic Non-Voice 3

 Equipment
Sr. No. Module Key Learning Outcomes
Required
• Assessment and Test Tools for day to day online Tests and Assessments
• For team discussions: Adequate seating arrangement in full / half circle
format for one or more teams as per planned team composition.

Reading Resources: Access to relevant sample documents and learning

forums to enable self-study before and after each training session.

Grand Total Course Duration: 400Hours0 Minutes

(This Syllabus/Curriculum has been approved by IT-ITES Sector Skills Council NASSCOM.)

CRM Domestic Non-Voice 4

Notes from IT-ITeS Sector Skills Council NASSCOM

1. This document outlines the broad scope of coverage. This should be linked with OBF and training delivery plan.
OBF (Outcome based framework) reflects the pedagogy used to ensure an expected outcome. Training delivery
plan focuses on the sequence of delivery.
2. Though many NOSs have some seemingly common outcomes, notably core/generic, professional and technical
skills, it is imperative to understand the contextual difference between them. For example, writing skills required
for recording a customer query and resolution (in SSC/N3021) are different from the writing skills required to
prepare a time plan (in SSC/N9001). Training providers are advised to,
a. Embed such skills development in the learning pedagogy for each expected outcome
b. Prepare a detailed session plan for training delivery with focus on sequence and duration of training
c. Run a diagnostic test to assess prior learning of students and help trainers / students identify the need
for gap training, optimal duration and suitable training methodology. Accordingly, more introductory
level sessions may be included in guided or self-paced mode of learning. E.g. adding some sessions on
Functional English or Use of Internet and MS Office.

CRM Domestic Non-Voice 5

Trainer Prerequisites for Job role: CRM Domestic Non-Voice mapped to Qualification
Pack: SSC/Q2211
Sr. No. Area Details
1 Job Description To deliver accredited training service, mapping to the curriculum detailed
above, in accordance with the Qualification Pack SSC/Q2211.
2 Personal Attributes Aptitude for conducting training, and pre/ post work to ensure
competent, employable candidates at the end of the training. Strong
communication skills, interpersonal skills, ability to work as part of a
team; a passion for quality and for developing others; well-organised and
focused, eager to learn and keep oneself updated with the latest in this
field.
3 Minimum Educational Minimum 10th Standard; Preferred Master’s degree in any discipline
Qualifications
4a Domain Certification Minimum accepted score in SSC Assessment is 90% per NOS being
taught in QP SSC/Q2211.
Additional certification in customer orientation, dealing with difficult
customers, written communication etc. will be an added advantage.
4b Platform Certification Recommended that the Trainer is certified for the Job Role: “Trainer”
mapped to the Qualification Pack: “SSC/Q1402”.
Minimum accepted score is 70% per NOS.
5 Experience Field experience: Minimum 2 years’ experience in the same domain
Training experience: 1 year preferred

CRM Domestic Non-Voice 6

Annexure: Assessment Criteria

Assessment Criteria for CRM Domestic Non-Voice

Job Role CRM Domestic Non-Voice
Qualification Pack SSC/Q2211
Sector Skill Council IT-ITeS

Sr. No. Guidelines for Assessment

1 Criteria for assessment for each Qualification Pack (QP) will be created by the Sector Skill Council (SSC). Each
performance criteria (PC) will be assigned Theory and Skill/Practical marks proportional to its importance in
NOS.
2 The assessment will be conducted online through assessment providers authorised by SSC.
3 Format of questions will include a variety of styles suitable to the PC being tested such as multiple choice
questions, fill in the blanks, situational judgment test, simulation and programming test.
4 To pass a QP, a trainee should pass each individual NOS. Standard passing criteria for each NOS is 70%.
5 For latest details on the assessment criteria, please visit www.sscnasscom.com.

CRM Domestic Non-Voice 7

 MARKS ALLOCATION

ASSESSMENT
SKILLS
OUTCOME ASSESSMENT CRITERIA TOTAL THEORY
OUT OF PRACTICAL
(NOS CODE AND (PC) MARKS
DESCRIPTION)
PC1. greet customers and verify their
details, following your organization’s 120 12.5 2.5 10
procedures
PC2. read carefully, summarize, and obtain
customer confirmation of, your understanding 12.5 2.5 10
of queries
PC3. express your concern for any
difficulties caused and your commitment to 15 0 15
resolving queries
PC4. record and categorize queries
accurately using your organization’s query 5 0 5
management tool
PC5. refer queries outside your area of
competence or authority promptly to 2.5 0 2.5
1.SSC/N3021 (DEAL appropriate people
REMOTELY WITH
PC6. access your organization’s knowledge
CUSTOMER 2.5 0 2.5
base for solutions to queries, where available
QUERIES -
DOMESTIC) PC7. resolve queries within your area of
competence or authority in line with
15 0 15
organizational guidelines and service level
agreements (SLAs)
PC8. obtain advice and guidance from
2.5 0 2.5
appropriate people, where necessary
PC9. obtain confirmation from customers
that queries have been resolved to their 10 0 10
satisfaction
PC10. record the resolution of queries
accurately using your organization’s query 35 15 20
management tool
PC11. comply with relevant standards,
policies, procedures and guidelines when 7.5 0 7.5
dealing remotely with customer queries
NOS
120 20 100
Total
PC1. establish and agree your work
40 10 5 5
requirements with appropriate people
PC2. keep your immediate work area clean
5 0 5
2.SSC/N9001 and tidy
(MANAGE YOUR PC3. utilize your time effectively 5 5 0
WORK TO MEET
REQUIREMENTS) PC4. use resources correctly and efficiently 5 2.5 2.5
PC5. treat confidential information correctly 5 0 5
PC6. work in line with your organization’s
2.5 0 2.5
policies and procedures

CRM Domestic Non-Voice 8

 MARKS ALLOCATION

ASSESSMENT
SKILLS
OUTCOME ASSESSMENT CRITERIA TOTAL THEORY
OUT OF PRACTICAL
(NOS CODE AND (PC) MARKS
DESCRIPTION)
PC7. work within the limits of your job role 2.5 0 2.5
PC8. obtain guidance from appropriate
2.5 0 2.5
people, where necessary
PC9. ensure your work meets the agreed
2.5 0 2.5
requirements
NOS
40 12.5 27.5
Total
PC1. comply with your organization’s current
health, safety and security policies and 40 10 5 5
procedures
PC2. report any identified breaches in health,
safety, and security policies and procedures to 5 0 5
the designated person
PC3. identify and correct any hazards that you
3.SSC/N9003 can deal with safely, competently and within 10 5 5
(MAINTAIN A the limits of your authority
HEALTHY, SAFE PC4. report any hazards that you are not
AND SECURE competent to deal with to the relevant person
5 0 5
WORKING in line with organizational procedures and
ENVIRONMENT) warn other people who may be affected
PC5. follow your organization’s emergency
5 0 5
procedures promptly, calmly, and efficiently
PC6. identify and recommend opportunities
for improving health, safety, and security to 2.5 0 2.5
the designated person
PC7. complete any health and safety records
2.5 0 2.5
legibly and accurately
NOS
40 10 30
Total

CRM Domestic Non-Voice 9

 IT-ITeS Sector Skill Council
4E-Vandana Building (4th Floor) 11, Tolstoy Marg, New Delhi-110001