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CTSS Critical Areas of Professional Knowledge & Competence

Areas of Knowledge & Competence Pre-requisites for Technical Support Specialists as prescribed under HCMS21, Release 3.5, 2012.

Code Assessment Component
A1 CTSS‌™ Domain Knowledge
  1. Trends & Developments in Business Process Outsourcing
    • Trends in Business Process Outsourcing
    • Developments in Business Process Outsourcing
  2. Principles & Techniques of Professional Effectiveness Enhancement
    • Increasing Professional Effectiveness Through Personal Image & Brand
    • Enhancing Productivity through Effective Time management
    • Enhancing Professional Effectiveness Through Performance Planning
    • Managing Interpersonal Relationships & Conflicts
    • Increasing Professional Performance through Effective Stress Management
    • Managing Personal & Professional Growth
  3. Advanced Principles & Techniques of Customer Service & Support
    • Fundamentals of Customer Relationship Management
    • Modes & Techniques of Managing Customer Relations in Outsourced Environment
    • Metrics of Customer Service & Support
  4. Advanced Principles & Techniques of Technical Support
    • Fundamentals of contemporary Technical Support domain
    • Important Client Verticals in Technical Support
    • Knowledge & Understanding of Common Technologies & Products & their Theories of Operation
    • Generic Principles & Techniques of Troubleshooting
    • Metrics in Technical Support Service Delivery
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