CBSE Book Class 12 Practical Handbook BPO Manual

Other Subjects
Download PDF

Read and download the Practical Handbook Bpo Manual PDF from the official NCERT Book for Class 12 Other Subjects. Updated for the 2026-27 academic session, you can access the complete Other Subjects textbook in PDF format for free.

NCERT Class 12 Other Subjects Practical Handbook Bpo Manual Digital Edition

For Class 12 Other Subjects, this chapter in CBSE Book Class 12 Practical Handbook BPO Manual provides a detailed overview of important concepts. We highly recommend using this text alongside the NCERT Solutions for Class 12 Other Subjects to learn the exercise questions provided at the end of the chapter.

Practical Handbook Bpo Manual NCERT Book Class Class 12 PDF (2026-27)

PRACTICAL HANDBOOK – COURSE ON BPO’S
Using role play method practice the customer handling procedure
 
Telephone handling skills
Key points to be remembered;
 
TELEPHONE HANDLING SKILLS
The place where we provide telephonic customer services is called a contact centre or a call centre. There are two main types of call centers: - inbound and outbound
Inbound Contact Centre: - An inbound call center takes incoming calls. Inbound call centers can be customer service departments, tech support numbers, sales inquiries coming from a published number on a website, complaint hot lines, service departments, or even your receptionist if you only have one published number.
Functions: - The major functions handled in inbound call centers include the number of calls being handled, the quality of these calls, and how these calls were handled or directed.
Outbound Contact Centre:-An outbound call center makes calls to outside parties. For outbound call centers, some major applications include sales, marketing, confirmations, fund-raising and quality control.
 
Functions: - The agents are required to make calls, for collections, sales or marketing, etc.
Skills required for handling calls:-
• Communication Skills
• Active Listening Skills
• Paraphrasing Skills
• Empathy
• Probing Skills
• Problem Solving Skills
• Task rapport Balance
• Customer Service Skills
 
Role play 1

Background: - New York’s “A” Grade Travel co. “Travel Cruise” was known for its Holiday Tours and Travel Packages for families. Mr. Johnson planned a holiday to the country side and was quite excited about spending a good time with his Family. He had made plans to go to the Beach and rent an accommodation for his family’s comfort. He made a Phone call to “Travel Cruise” to make the arrangements.
 
During his call he was made a promise to receive his conformation and the holiday package details by the agent. The agent confirmed the holiday to Mr. Johnson and took his credit card details.
 
After receiving his account statements from the bank – Mr. Johnson was surprised that he was billed twice on his Credit card and he didn’t receive the package on time as committed by the Holiday Company. After calling the bank he got even more worried as the customer service agent hung up on him after listening to his problem.
 
Mr. Johnson again called the holiday co. and asked for the customer service. He had to explain his problem and the matter was still pending. He wanted to speak with the supervisor or the manager however he was told that usually the manager do not take calls and the agent was very rude to him.
 
Mr. Johnson felt cheated and thought there is a fraud done with him. So he called the bank once again however the customer care officer told him that there is some technical error and he needs to call after two days.
 
However that would not just solve the purpose, two days seemed to be a very long time for Mr. Johnson. He was feeling absurd and was also skeptical about his getting his money back. Very next morning he got his welcome kit however it had an apology letter which stated that due to technical error his package was cancelled, when he got to know that he will not be able to go for a holiday, he got mad at the company and decided to file a case in the consumer court.
 
Right after he received his welcome kit, he received his bank statements and found that the money was not reversed into his account as committed by the Holiday Co.
 
His Concern: - Mr. Johnson is in a situation where he is unhappy, the holiday co. has cancelled his holiday and charged him twice on his credit card. The bank is not giving him the clarity as to what happened. There is a heavy interest amount which has been charged to him for exceeding his credit limit.

Please refer to the link below for - CBSE Class 12 Practical Handbook BPO Manual

Free study material for Other Subjects

NCERT Book Class 12 Other Subjects Practical Handbook Bpo Manual

Download the official NCERT Textbook for Class 12 Other Subjects Practical Handbook Bpo Manual, updated for the latest academic session. These e-books are the main textbook used by major education boards across India. All teachers and subject experts recommend the Practical Handbook Bpo Manual NCERT e-textbook because exam papers for Class 12 are strictly based on the syllabus specified in these books. You can download the complete chapter in PDF format from here.

Download Other Subjects Class 12 NCERT eBooks in English

We have provided the complete collection of NCERT books in English Medium for all subjects in Class 12. These digital textbooks are very important for students who have English as their medium of studying. Each chapter, including Practical Handbook Bpo Manual, contains detailed explanations and a detailed list of questions at the end of the chapter. Simply click the links above to get your free Other Subjects textbook PDF and start studying today.

Benefits of using NCERT Class 12 Textbooks

The Class 12 Other Subjects Practical Handbook Bpo Manual book is designed to provide a strong conceptual understanding. Students should also access NCERT Solutions and revision notes on studiestoday.com to enhance their learning experience.

FAQs

Where can I download the latest CBSE Book Class 12 Practical Handbook BPO Manual in PDF for 2026-27?

You can download the latest, teacher-verified PDF for CBSE Book Class 12 Practical Handbook BPO Manual for free on StudiesToday.com. These digital editions are updated as per 2026-27 session and are optimized for mobile reading.

Does this Other Subjects book follow the latest NCERT rationalized syllabus?

Yes, our collection of Class 12 Other Subjects NCERT books follow the 2026 rationalization guidelines. All deleted chapters have been removed and has latest content for you to study.

Why is it better to download CBSE Book Class 12 Practical Handbook BPO Manual chapter-wise?

Downloading chapter-wise PDFs for Class 12 Other Subjects allows for faster access, saves storage space, and makes it easier to focus in 2026 on specific topics during revision.

Are these NCERT books for Class 12 Other Subjects sufficient for scoring 100%?

NCERT books are the main source for NCERT exams. By reading CBSE Book Class 12 Practical Handbook BPO Manual line-by-line and practicing its questions, students build strong understanding to get full marks in Other Subjects.