Be Future Ready

Certi�cation inCustomer RelationshipManagement

Vedanta Rojgar Yojana

Why

The Time is NOW!

Customer Relationship Management?

Our CREDENTIALS

From Copyrights Offive, Govt. of India

Training per year

Sectors Covered

Affiliations with Sector Skill Councils

Hours of Learning Delivered

India presence

61%of sales distributors use a CRM. It allows for key access to customer information & data

of companies have no process of nurturing sales leads ( this is what a CRM does!)

When a company engages a customer using a CRM, that customer is likely to spend

20% - 40% moreThe next time they make a purchase with that particular company.

A CRM creates a positive customer experience as a result, 70% of customers who have had a positive experience will refer that company to family and friends

of companies witnesses an crease in sales productivity by using CRM mobile apps

Business also witnesses a

Increase in cash flow by using CRM mobile app.

75%of sales managers sat that using a CRM helps to drive and increase sales.

A CRM, on average, returns $5.6 for every $1.0 spent on it. (that is an ROI of greater than 50%) >50%

61% 15%

10%

An astonishing

Increase in productivity when they used CRM mobile apps.

Sales teams across all organizations saw

24%

ProgramBENEFITS

CorporatePartners

Hands onExposure

IndustryRelevantCurriculum

FlexibleLearning

Future Ready Certification

The certification ensures that you will be equipped with affluent knowledge and effective skill sets to meet the requisites of future demands of global organisations.

The curriculum combines academic elegance and business relevance to facilitate the participants to learn the essentials and best practices of customer relationship management along with tools utilised to maintain customer relationship.

This certification program provides utmost learning flexibility. Learn while you earn with online sessions. We accommodate transfer cases and sabbaticals and provide the option to catch up even when you have missed classes.

Industry Collaboration

This program is customised to industrial requirements which is aligned with NSDC regulations. The program is recognised by NSDC and participants earn dual certifications from Quess & Vedanta from NSDC

The program is designed, delivered and endorsed by leading customer relationship management organisations. Our corporate partners are involved in curriculum design, facilitating projects, industry lectures and also suggesting pedagogical improvements.

An integral part of the learning experience is the application of techniques where in candidates get hands-on-exposure by dealing with case studies and on CRM tools.

ProgramPEDAGOGY

Program DeliveryStudents/Professionals can choose classroom/online/mentorship sessions spanning over 90 days.

Online-Learning Management SystemThe program is delivered in two formats.

Students/Professionals can choose the “classroom format” or the“online format” or “combination of both” with mentorship sessions

spanning over 90 days.

Industry Perspective LecturesThis is an important component of the program that complements and

substantiates the learning with an applied orientation. The participants get the opportunity to listen to eminent speakers from leading customer relationship management speakers and assimilate the best practices

discussed by them in their lectures.

Experiential LearningThis program is designed to transform candidates to business-ready customer relationship management professionals through hands-on experiential learning on relevant CRM practices. This is achieved through practice exercises, case studies, quizzes and assignments.

Customer Service Skills

ProgramCURRICULUM

Inbound and Outbound telesales calls

Obtain and analyse data•••••

Significance of Obtaining data Techniques to obtain data Read and analyse data on CRMCheck for accuracy and anomalies Reporting Unresolved anomalies- Escalation Matrix

Customer Service•••

•••

Customer Service Types of Customers Styles and Approaches to deal with customers Establish Customer Relationship Meeting Customer Needs Trends in Customer Service

Dealing customer queries•••••

•••

Customer service Standard policies and procedures Documenting Customer queries Tools for recording customer queriesResolving queries (dealing with customer queries)Tools for resolving customer queries Effective utilization of resources and time Customer satisfaction

Identify and adapt to customer needs•••

•

Questioning Techniques Meeting Customer needs Adapting to customer preferences post-sales proceduresCurrent trends in Sales and customer service

Collect payments over thetelephone

••••

••••

Establish customer relationshipTypes of Payment Negotiating payment with customers Queries regarding payments and theirresponses Obtaining Customer Commitment Obtaining Financial InformationTypes of Non-paymentsDealing with customer issues

••••

Introducing over a call Styles and approaches Up-selling and Cross-sellingCRM Software

Students’SPEAK

- Devika Jagdishbhai Solanki

I work with ISON BPO as a Customer care Executive in VADODARA and earn around 10000/- per month. With this employment opportunity, I have been able to support myself and my family. My dream of being independent has come true after getting enrolled for CRM & ITeS course with Quess Corp Limited. During the training, I was trained on the relevant concept by certified trainers and was given the right exposure to the industry. As a result, I am being able to perform well at my work place and dream for a better future. I would like to thank Quess Corp Limited for this opportunity.

- Shivbati Netam

My association with Quess Corp started the day I started my training in employment linked skill development program. Throughout the tenure of the training, I received support in honing my domain knowledge and job relevant skills. The trainers were greatly helpful for the students. After completing training, we were provided assistance in placements. I was placed with Karvy Digiconnect Ltd and am currently working as Customer Service Executive in Ahemdabad. I earn INR 10000/- per month currently and I am quite happy with this opportunity.

- Kavaskar Kamalanathan

After getting to know about the job ready training programs being run by Quess Corp Limited, I got myself enrolled for course in CRM & ITeS sector. During the training, I learnt the skills relevant to the job role with great clarity from the experienced staff. The trainers took great care in skilling the students and prepared us all for the placements. The course structure was crisp, clear and relevant. Later, I was placed with Hotel ESS Grande and have been working as Reception Manager . My current salary is around INR 10000/- per month and I would like to appreciate this initiative.

- Anandhu P S

I joined Quess Skill certification program in CRM. Through this certification program I could gather the required job relevant skills for a stable livelihood. I opted for CRM & ITeS course. The structure of the curriculum helped me to understand the subject in-depth. The trainers prepared the entire batch to face the industry with more confidence. The placement team supported with the right opportunities in the market. Today, I am working as a Sales Executive in SPANN BUSINESS SERVICES PVT LTD and earning around 15000/- per month. I would like to thank the entire Quess Skill Team for making my dream come true.

I was enrolled with Quess Corp Limited in CRM trade. During the training, I got an opportunity to get trained in job relevant skills and with the guidance and support from my trainers, I could develop a confident approach in my professional dealings. Post the training, I was placed with Bismi Hypermarket at Ernakulum in the position of Floor Supervisor. Currently, I earn around INR 14000/- per month and through this job, I have been able to support myself financially.

- Vishnu O P

BENEFITS

On completing this program, you will:

Be well versed in customer relationship management tools and technologies.

Apply industry relevant customer relationship management techniques including customer retention, predictive analysis and maintain cloud based data.

Structure a business problem into an customer relationship management framework using platforms along with data analytics.

Perform data analytics to ensure the result of customer relationship management via tools and technologies to ensure ROI, customer loyalty, customer engagement etc.,

Present yourself as an ideal candidate for roles such as Customer Relationship Management Manager within leading Customer relationship management companies.

Upon successful completion of the program, you will receive a

recognised course completion Certificate from Vedanta Foundation

& Quess Corp Ltd

Placement ASSISTANCE

All eligible candidates will receive 3 offers of placement assistance

Access to Opportunities with Leading Companies

Workshops on Resume Review and Interview preparation

Career guidance and mentorship by Faculty of Quess and Vedanta along with Industry Experts

Learners complete the PlacementReadiness Evaluation at the end ofthe program to participate in theplacements process.

Roles offered:

PlacementHighlights

• Customer Relationship

Management Manager

• Customer Engagement Officer

• Customer Service Supervisor

• Customer Relations Executive

ParticipatingCompanies

6

Average Salary14,000/-

Highest Salary19,000/-

0 - 1 year

10,000-12,000

1 - 2 years

12,000-14,000

2 - 3 years

14,000-16,000

3 - 4 years

16,000 to 20,000

4 - 5 years

20,000 to 25,000

Possible COMPANIES

CareerPROGRESSION

Technical SupportExcutive

Sr.AssociateTechnical Support

Excutive

S.M.E

Group Lead

Team Lead

OtherCERTIFICATION

E-commerce and Logistics

Tourism Management

Hospitality Management

Welding

Health Care

Banking Sales and Marketing

Consumer Sales

Construction Electric Works

ITES - CustomerRelationship Management

Automobile Technician

Data Science

Machine Learning

Digital Marketing

Finance and Accounts

Consumer Durables

ProgramPARTNERS

Vedanta Limited, a subsidiary of Vedanta Resources Limited, is one of the world's leading diversified natural resource companies with business operations in India, South Africa, Namibia, and Australia. Vedanta is a leading producer of Oil & Gas, Zinc, Lead, Silver, Copper, Iron Ore, Steel, Aluminium & Power. For two decades, Vedanta has been contributing to India's growth story. The company is among topprivate sector contributors to the exchequer with the highest ever contribtion of INR 42,560 Crore in FY 2019. Vedanta's operations contribute 1 per cent to India'sGDP as per the IFC report.

Quess Corp Limited (BSE: 539978, NSE: QUESS) is India’s leading business services provider and largest private-sector employer. We offer a host of services to help organizations manage their non-core activities in the areas of Workforce Management, Operating Asset Management, and Global Technology Solutions across industries and geographies

Excelus specializes in building enhanced employability prospect for the youth of India in collaboration with Government, Corporate and Industry Partners. Our experience in providing business service solutions across various industries provides us with a well-built awareness of industry relevant skill sets..

ClientLIST

AdmissionDETAILS

Applicants should have cleared 10th class

The program is open for candidates in their final semester and recent graduates with 0-3 years of experience.

Eligibility

Format Weekend and Weekday Classroom Online + Offline Classroom

Selection Process

Apply by filling asimple online

application form. Admissions

committee willreview and shortlist. Shortlisted candidates

need to appear for an online psychometric

assessment. Candidates will beenrolled for the

certificate program.

Fee inclusions Learning materials, tuition fees and LMS access

Note : All Post Dated Cheques are to be submitted along with bank verification form / letter and signed undertaking

Program FeeStructure

Option 1 Option 2

Timeline of Post Dated Cheque Submission

INR 14,500/- INR 17,000/-

1st Cheque - On 45th day starting from date of batch start

2nd Cheque - On 100th day starting from date of batch start

3rd Cheque - On 130th day starting from date of batch start

Registration fees INR 3,500/-

Down payment INR 11,000/- at the time of registration

Registration fees INR 3,500/-

3 Post Dated Cheques of INR 4,500 each are to be submitted within 15 days of registration

Course Completion

CERTIFICATE

Please contact us:

Quess House3/3/2 Bellandur Gate,Sarjapur Main Rd, Bengaluru, Karnataka 560103

Head OfficeOpp Niranjan Bldg,Corner of ‘E’ Road,Marine Drive, Mumbai-400002.

Tel: 022-22826005/ 022-22818466