K to 12 BASIC EDUCATION PROGRAMTECHNOLOGY AND LIVELIHOOD EDUCATIONINFORMATION AND COMMUNICATIONS TECHNOLOGY CONTACT CENTER SERVICES(Exploratory)Course Description:This is an exploratory and introductory course which leads to Contact Center Services, National Certificate (NC II). It covers five (5) common competencies that a Grade 7/8 Technology and Livelihood Education (TLE) student ought to possess, namely: 1) use of equipment; 2) performing computer operation; 3) applying quality standards; 4) interpreting technical drawing and plans; and 5) practicing Occupational Health and Safety (OHS) procedures.The preliminaries of this exploratory course include the following: 1) discussion on the relevance of the course; 2) explanation of key concepts relative to the course and; 3) exploration on career opportunities.

CONTENTCONTENT STANDARDPERFORMANCE STANDARDLEARNING COMPETENCIESCODES

Introduction Relevance of the course Basic concepts in Contact Center Services Career opportunitiesThe learner demonstrates understanding of basic concepts, and underlying theories in Contact Center Services.The learner independently demonstrates common competencies in Contact Center Services as prescribed in the TESDA Training Regulation.

Discuss the relevance of the course Explain basic concepts in Contact Center Services Explore on opportunities for Contact Center Services as a career

PERSONAL ENTREPRENEURIAL COMPETENCIES - PECs (PC)

Assessment of Personal Entrepreneurial Competencies and Skills (PECs) vis--vis a practicing entrepreneur/employee Characteristics Attributes Lifestyle Skills Traits Analysis of PECs in relation to a practitionerThe learner demonstrates understanding of ones PECs.The learner recognizes his/her PECs and prepares an activity plan that aligns with that of a practitioner/entrepreneur in Contact Center Services.LO 1. Recognize PECs needed in Contact Center Services Assess ones PECs: characteristics, attributes, lifestyle, skills, traits Assess practitioners: characteristics, attributes, lifestyle, skills, traits Compare ones PECS with that of a practitioner /entrepreneur Align ones PECS with that of a practitioner/entrepreneurTLE_ICTCC7/8PC-0k-1

ENVIRONMENT AND MARKET (EM)

Key concepts of Environment and Market Products & services available in the market Differentiation of products & services Customers and their buying habits Competition in the market SWOT AnalysisThe learner demonstrates understanding of environment and market that relates with a career choice in Contact Center Services.

The learner independently generates a business idea based on the analysis of environment and market in Contact Center Services.

LO 1. Generate a business idea that relates with a career choice in Contact Center Conduct SWOT analysis Identify the different products/services available in the market Compare different products/services in Contact Center business Determine the profile potential customers Determine the profile potential competitors Generate potential business idea based on the SWOT analysis TLE_ICTCC7/8EM-0k-1

LESSON 1: USE OF TOOLS AND EQUIPMENT (UT)

Equipment in Contact Center Services

The learner demonstrates understanding of equipment used in Contact Center Services.

The learner independently uses equipment in Contact Center Services.

LO 1. Prepare equipment List equipment based on job requirement Identify appropriate equipment Classify equipment according to function and task requirementTLE_ICTCC7/8UT-0a-1

Procedure in accomplishing forms: Job order slips Borrowers slip

Requisition procedures

LO 2. Inspect equipment received Check the list of equipment to be requested per job requirement Inspect the requested equipment Assess the condition of all equipment for proper operation and safety

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LESSON 2: MAINTAIN COMPUTER EQUIPMENT AND SYSTEMS (MT)

Computer workstation and network Computer peripherals Telephone, dialer etc. Security measures Anti-virus software/programs File Management

The learner demonstrates understanding of concepts and underlying principles in maintaining computer equipment and systems.The learner independently performs maintenance of computer equipment and systems as prescribed in TESDA training regulations.LO1. Maintain computer equipment and systems Ensure the security of data , including regular back-ups and virus checks in accordance with standard operating procedures Perform basic file maintenance procedure in line with the SOP

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LESSON 3: PERFORM MENSURATION AND CALCULATION (MC)

Geographical variables Distance measurement and conversion- Time zones - Temperature Weather and climate Currency conversion Storage media capacityThe learner demonstrates understanding of concepts and underlying principles in performing mensuration and calculation.The learner independently performs mensuration and calculation as prescribed in TESDA training regulations.LO 1. Perform basic mensuration Identify geographical variables to be measured Use basic mathematical processes for routine calculations Employ different techniques in checking accuracy of the computation

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LESSON 4: PREPARE AND INTERPRET TECHINICAL DRAWING (TD)

Basic symbols Basic Elements Schematic diagram Charts Block diagrams Layout plans Loop diagramThe learner demonstrates understanding of concepts and underlying principles in preparing and interpreting technical drawings and work plans in Contact Center.The learner independently prepares and interprets technical drawings and work plans accurately.LO 1. Identify different kinds of technical drawings Identify basic symbols used in technical drawing Select technical drawing in accordance with the job requirementTLE_ICTCS7/8TD-0e-1

Flowchart interpretation Types of flowchart

LO 2. Interpret technical drawing Identify the basic symbols used in flow charting Interpret the symbols used in flow charting Create a flowchart that depicts a simple scenario

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LESSON 5: PRACTICE OCCUPATIONAL HEALTH AND SAFETY PROCEDURE (0S)

Hazards and risks control safety regulations indicators of hazard and risks contingency measures

The learner demonstrates understanding of concepts and underlying principles of Occupational Health and Safety (OHS) Procedures in relation to hazards and risks in the workplace. The learner consistently observes and practices occupational health and safety procedures in the workplace.LO 1. Identify hazards and risks Explain hazards and risks in the workplace Identify hazards and risks indicators in the workplace Apply contingency measures in accordance with the Occupational Health and Safety Procedures

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Evaluation of hazards and risks Effects of hazards and risks in the work placeLO 2. Evaluate hazards and risks Determine the effects of hazards and risks Classify the types of hazards and risks in the workplaceTLE_ICTCS7/8OS-0h-2

Hazards and risks control Safety regulation

LO 3. Control hazards and risks Follow OHS Procedures for controlling hazards and risks Use personal protective equipment (PPE) Follow and observe organizational protocol when providing emergency assistance

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Maintenance of OHS Procedures awareness Operational health and safety procedures, practices and regulationsLO 4. Maintain occupational health and safety regulations Participate in related drills and training Prepare OHS personal records in accordance with workplace requirements

TLE_ICTCS7/8OS-0j-4

K to 12 BASIC EDUCATION CURRICULUMTECHNOLOGY AND LIVELIHOOD EDUCATIONINFORMATION AND COMMUNICATIONS TECHNOLOGY CONTACT CENTER SERVICES(Specialization) Grade 9

Course Description:This is a specialization course which leads to Contact Center Services National Certificate Level II (NC II). It covers two (2) core competencies that a Grade 9 Technology and Livelihood Education (TLE) student ought to possess, namely: 1) perform basic computer operations and internet navigation, and 2) demonstrate understanding of local and international geography and cultures. The preliminaries of this specialization course include the following: 1) discussion on the relevance of the course; 2) explanation of key concepts relative to the course and; 3) exploration on career opportunities.

CONTENTCONTENT STANDARDPERFORMANCE STANDARDLEARNING COMPETENCIESCODE

Introduction Relevance of the course Concepts and core competencies in Contact Center Services Career opportunities The learner demonstrates understanding of concepts, underlying theories and core competencies in Contact Center ServicesThe learner independently demonstrates competencies in Contact Center Services as prescribed in the TESDA Training Regulation.

Discuss the relevance of the course Explain concepts, theories and core competencies in Contact Center Services Explore on opportunities for Contact Center Services as a career

PERSONAL ENTREPRENEURIAL COMPETENCIES - PECs (PC)

Assessment of Personal Competencies and Skills (PECs) vis--vis a practicing entrepreneur/ employee in locality/town. - Characteristics - Attributes - Lifestyle - Skills - Traits Analysis of PECs in relation to a practitioner Align, strengthen and develop ones PECs based on the results

The learner demonstrates understanding of ones PECs in Contact Center Services.

The learner recognizes his/her PECs and prepares an activity plan that aligns with that of a practitioner/entrepreneur in Contact Center Services.LO 1. Recognize PECs needed in Contact Center Services Assess ones PECs: characteristics, attributes, lifestyle, skills, traits Assess practitioners: characteristics, attributes, lifestyle, skills, traits Compare ones PECs with that of a practitioner /entrepreneur Align ones PECs with that of a practitioner/entrepreneur

TLE_ICTCC9PC-Ik-1

ENVIRONMENT AND MARKET (EM)

Market (Town) Key concepts of Market Players in the market (Competitors) Products & services available in the market

The learner demonstrates understanding of environment and market in Contact Center Services in ones town/municipality.

The learner independently creates a business vicinity map reflective of potential market in Contact Center Services within the locality/town.

LO 1. Recognize and understand the market in Contact Center Services Identify the players/ competitors within the town Identify the different products/services available in the market

TLE_ICTCC9EM-Ik-1

Market (Customer) Key concepts of identifying and understanding the consumer Consumer Analysis through: - Observation - Interviews - FGD - Survey

LO 2. Recognize the potential customer/market in Contact Center Services Identify the profile of potential customers Identify the customers needs and wants through consumer analysis Conduct consumer/market analysisTLE_ICTCC9EM-Ik-2

LESSON 1: PERFORM BASIC COMPUTER OPERATIONS AND INTERNET NAVIGATION (CO)

Safety measures Basic computer parts Connection of PC hardware and peripheral devices Keyboard layout and functions Basic PC hardware and software operation and function Computer startup procedures Operating system features Online help functions

The learner demonstrates understanding of concepts and underlying principles of basic computer operation and internet navigation.The learner independently demonstrates skills in basic computer operation and internet navigation.

LO 1. Apply computer basic operation procedures Observe OHS policies and procedures in computer operation and internet navigation in accordance with requirements Check basic peripheral devices based on proper connection. Start computer according to logon procedures Access operating system features and functions Use available online help functions

TLE_ICTCC9CO-Ia-1

Application programs installation procedure Installed programs configuration Searched features of a program Online help of a program

Hard drive and file concepts File saving and retrieving Finding relevant information Software features/utilities

Internet application program installation Internet software Terms and definitions Search Engine E-mail Sending and retrieving Internet connection Internet protocols and data types Privacy and security measures related to online tasks

Safety measures Preventive measures for computer viruses Closing the files and programs Procedure in closing the computer

.

LO 2. Install, configure and work with application program1 2 Configure software settings according to the given task Manipulate features of application programs Select appropriate software in accordance with the given task Open destination of file directory Search files and documents using the online help of a program

LO 3. Organize and manipulate files3 Identify files in a directory/folder according to types and usage Save documents with file names according to the requirement Manipulate files according to the set procedures Restore deleted files using the standard utility Locate files/information using the standard features/utility

LO 4. Work with Internet4 Identify Installed Internet application programs and state according to their purposes Demonstrate Internet software on how it can be use offline Define relevant terms and use correctly Identify potential security risks Search files and documents in related links using search engines Follow procedures in configuring privacy and security measures to online task Manipulate e-mail messages based on requirements Retrieve files attached to incoming e-mails

LO 5. Log off from a computer5 Observe OHS policies and procedures in turning off the computer in accordance with the SOP Update installed firewall protection and anti-virus software Scan removable storage devices using anti-virus software before opening any files/applications. Save file based on proper procedures Close all application programs Shutdown the computer based on proper procedures Shutdown computer and peripheral devices

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LESSON 2: UNDERSTANDING OF LOCAL AND INTERNATIONAL GEOGRAPHY AND CULTURES (GC)

Introduction to local and international cultures Cultural variables - Time zones- Holidays - Cities, etc. Cultural similarities and differences

Local and international language/accent Accent improvement Geographic variables -Regions-States and Capitals-Time Zones and Daylight- Saving Time (DST) Basic geography- Recognize place names and common person names- Correct pronunciation of names- Map reading- State abbreviations

The learner demonstrates understanding of concepts and underlying principles of local and international geography and cultures.

The learner independently demonstrates skills in and apply understanding of local and international geography and cultures.

LO 1. Apply knowledge of common cultural variables Identify cultural variables and values of target customers Identify cultural similarities and differences that affect customer and business transactions

LO 2. Apply knowledge of local and international geography1 Familiarize with the different accents and regional style Identify geographic variables that affect customer and business transactions Apply knowledge of local and international geography in day to day business transactions

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K to 12 BASIC EDUCATION PROGRAMTECHNOLOGY AND LIVELIHOOD EDUCATIONINFORMATION AND COMMUNICATIONS TECHNOLOGY CONTACT CENTER SERVICES(Specialization)Grade 10Course Description:This is a specialization course which leads to Contact Center Services National Certificate Level II (NC II). It covers two (2) core competencies that a Grade 10 Technology and Livelihood Education (TLE) student ought to possess, namely: 1) communicate effectively using the English language and 2) deliver quality customer service. The preliminaries of this specialization course include the following: 1) discussion on the relevance of the course; 2) explanation of key concepts relative to the course and; 3) exploration on career opportunities.

CONTENTCONTENT STANDARDPERFORMANCE STANDARDLEARNING COMPETENCIESCODE

Introduction Relevance of the course Basic concepts and core competencies in Contact Center Services Career opportunitiesThe learner demonstrates understanding of basic concepts, underlying theories and core competencies in Contact Center Services.The learner independently provides quality and marketable service in Contact Center Services as prescribed in the TESDA Training Regulation. Discuss the relevance of the course Explain basic concepts, theories and core competencies in Contact Center Services Explore on opportunities for Contact Center Service as a career

PERSONAL ENTREPRENEURIAL COMPETENCIES - PECs (PC)

Assessment of Personal Competencies and Skills (PECs) vis--vis a practicing entrepreneur/employee in a province.- Characteristics- Attributes- Lifestyle- Skills- Traits Analysis of PECs in relation to a practitioner Application of PECs to the chosen business/career

The learner demonstrates understanding of ones PECs in Contact Center Services.

The learner independently creates a plan of action that strengthens/ further develops ones PECs in Contact Center Services.LO 1. Develop and strengthen PECs needed in Contact Center Services Identify areas for improvement, development and growth Align ones PECs according to his/her business/career choice Create a plan of action that ensures success of his/her business/career choiceTLE_ICTCC10PC-Ik-1

ENVIRONMENT AND MARKET (EM)

Product Development Key concepts of developing a product Finding Value Innovation - Unique Selling - Proposition (USP)The learner demonstrates understanding of environment and market in Contact Center Services in ones town/municipality.

The learner independently creates a business vicinity map reflective of potential Contact Center Services market within the locality/town.

LO 1. Develop a product/ service in Contact Center Services Identify what is of Value to the customer Identify the customer to sell to Explain what makes a product unique and competitive Apply creativity and Innovative techniques to develop marketable product Employ a Unique Selling Proposition (USP) to the product/serviceTLE_ICTCC10EM-Ik-1

Selecting Business Idea Key concepts of Selecting a Business Idea- Criteria- Techniques

LO 2. Select a business idea based on the criteria and techniques set Enumerate various criteria and steps in selecting a business idea Apply the criteria/steps in selecting a viable business idea Determine a business idea based on the criteria/techniques set

TLE_ICTCC10EM-Ik-2

BrandingLO 3. Develop a brand for the product Identify the benefits of having a good brand Enumerate recognizable brands in the town/province Enumerate the criteria for developing a brand Generate a clear appealing product brand

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LESSON 1: COMMUNICATE EFFECTIVELY IN ENGLISH (CE)

Communication pathways verbal written email and other electronic methods supervisors, peers and subordinates agent to customer Elements of communication Message sender transmission medium recipient noise context Barriers noise time message quality ethnocentrism conflict of ideas pre-judgment

The learner demonstrates understanding of concepts and underlying principles in communicating effectively in English.

The learner independently demonstrates the proper skills of communicating effectively in English in accordance with company policies.

LO 1. Analyze communication process Identify communication pathway available in accordance with the contact center SOP Identify elements of communication in each pathway Take appropriate action according to established practices Identify barriers to communication in a customer contact center Take actions in accordance with company policies

TLE_ICTCC10CE-Ia-1

Oral skills phonemes sentence construction Grammar subject-verb agreement tense and aspect preposition modifiers conditionals Listening skills Writing skills spelling organization paragraphing punctuation transition markers sentence construction jargonsLO 2. Communicate and listen effectively Identify the difference between verbal communication and other communication types as per company and customer requirements Use English language through oral, written, listening and grammar skills Use active listening techniques to enhance the transmission of messages to develop message reception Create translation of verbal communication into written/electronic communication according to written standards

TLE_ICTCC10CE-Id-2

Voice rate volume pitch tone Accent stress intonation blending phrasing Conversational Cues

LO 3. Use paralanguage communication cues Identify the importance of voice and accent in the contact center industry Use correct vocal techniques to enhance the message reception. Rephrase messages to suit conversational cues to convey ideas Use paralinguistic cues appropriate to customers and workplace situations in accordance with the established proceduresTLE_ICTCC10CE-IIa-3

LESSON 2: DELIVER QUALITY CUSTOMER SERVICES (QS)

Types of industry Business Process Outsourcing Types of products and services Call center agents performance matrix

The learner demonstrates understanding of concepts and underlying principles in delivering quality customer services.

The learner independently demonstrates appropriate approaches in delivering quality customer services in accordance with call center industry policies.

LO 1. Demonstrate understanding of the BPO/Call Center industry Describe the BPO/ Call Center Industry Describe the basic services related to customer service, sales and technical support within BPO/ Call Center Industry Explain the basic performance matrix of a call center agent

TLE_ICTCC10QS-IIIa-1

Clients/customers needs counseling directory booking technical support academic instruction travel advisories sales data gathering Products and services financial services technical support sales support client-specific products Interactive communication Gathering information in a courteous, professional manner Active listening Probing skills > paraphrasing > summarizing > clarifying Ensuring consistent quality service for all types of customers Avoiding sensitive topics (e.g. politics, religion) Hold process why hold is necessary permission before placing customers on hold hold time estimates returning to the call if hold is longer than estimated time acknowledging the customer for holding upon returning to the call Phone etiquette Creating a good first impression Following the standard hold procedure Transferring a call Taking notes during the call Making a last impression

LO 2. Transmit/receive calls to or from customers Identify types of calls in accordance with the client/customers needs Use interactive communication in accordance with customer - management relationship standards Address customers inquiries/concerns Provide courtesy to the customer in accordance with customer relationship management Establish rapport in accordance with customer/client relationship Identify inquiries/concerns required for transfer/hold in accordance with the enterprise policy. Summarize the information and confirm that the objectives are met when ending calls Observe proper telephone etiquette in closing the conversation Protect customer information

TLE_ICTCC10QS-IIId-2

1. Protocols for handling difficult or irate customers1. Process of handling customer inquiries Empathy Acknowledging peoples feelings Understanding the customer/clients situation

Acknowledging the situation and providing appropriate response 1. Language for dealing with customer complaints1. Process of handing off customers to supervisors

1. Problem solving skills1. Active listening or questioning skills1. Instruction techniques1. Documentation procedures1. Influencing/ Persuasion techniques

LO 3. Handle customers complaints Respond to complaints promptly with empathy Address customers complaints with clear, direct, accurate and timely response Establish details of complaints and use basic remedies in accordance with enterprise policy

Implement appropriate referral or hands-off procedures as required. Refer complicated concerns to higher authority

LO 4. Provide after-sales support and document events Ensure customer satisfaction by making a return call Discuss action/s necessary to resolve complaint/s and confirm with the customer Record agreements reached with the customer and implement within agreed timeframe Initiate follow-up action/s to ensure that agreements with customers are implemented Document actions and resolutions agreed-upon with the customer in accordance with company procedures.

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K to 12 Curriculum Guide version as of September 13, 2013 TLE - Information and Communications TechnologyLO Learning Outcome 17