hi shivam,
i have attended one session of soft skills training in my company. I can help you with the agenda that was covered in soft skill training (BPO sector)
1) What is communication ?
2) Component of Communication - Sender/Receiver,Message, channel, feedback, response
3) 3 V's of communication - Verbal/Vocal/Visual with examples
4)Voice power - 7 aspect of voice power - Volume,Pitch,Pausing,Speed,Pronunciation,Tone, Stretching & Stressing the words (Inflection)
5)Listening Skill - Difference between listening & hearing
6) Steps to be a good listener
7) Barrier of Listening skill (Environment,Technical gadgets,Assumption,Wandering mind)
8) Types of Customer ( Bold, Passive, Talkative, Irate)
9) How to handle each one of them
10) Telephone etiquette ( Opening of the call, Body of the call & Closing of the call) Hold procedure/Transfer procedure
11) Make them understand their job role & responsibilities.
12) Mock call practice