Contact Center Services CG

K to 12 BASIC EDUCATION PROGRAM
TECHNOLOGY AND LIVELIHOOD EDUCATION

INFORMATION 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.
CONTENT
Introduction
Relevance of the course
Basic concepts in Contact
Center Services
Career opportunities
CONTENT STANDARD
The learner demonstrates
understanding of basic
concepts, and underlying
theories in Contact Center
Services.
PERFORMANCE STANDARD
The learner independently
demonstrates common
competencies in Contact Center
Services as prescribed in the
TESDA Training Regulation.
LEARNING COMPETENCIES
CODES
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 practitioner

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:
Compare ones PECS with
that of a practitioner
/entrepreneur
Align ones PECS with that of
a practitioner/entrepreneur
TLE_ICTCC7/8PC-0k-1

understanding of environment
and market that relates with a
career choice in Contact
Center Services.

generates a business idea
based on the analysis of
environment and market in
LO 1. Generate a business idea

that relates with a career choice
in Contact Center
Conduct SWOT analysis
Identify the different
TLE_ICTCC7/8EM-0k-1
ENVIRONMENT AND MARKET (EM)
Key concepts of Environment

and Market
Products & services available
in the market
Differentiation of products &
K to 12 Curriculum Guide version as of September 13, 2013 TLE - Information and Communications Technology
Outcome
1
LO Learning
CONTENT
services
Customers and their buying
habits
Competition in the market
SWOT Analysis
CONTENT STANDARD
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
CODES
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 requirement
TLE_ICTCC7/8UT-0a-1
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
TLE_ICTCC7/8UT-0b-2
LESSON 1: USE OF TOOLS AND EQUIPMENT (UT)
Equipment in Contact Center

Services
Procedure in accomplishing
forms:
Job order slips
Borrowers slip
Requisition procedures

understanding of equipment
used in Contact Center
Services.
LESSON 2: MAINTAIN COMPUTER EQUIPMENT AND SYSTEMS (MT)
Outcome
2
LO Learning
CONTENT
Computer workstation and

network
Computer peripherals
Telephone, dialer etc.
Security measures
Anti-virus software/programs
File Management
CONTENT STANDARD
understanding of concepts and
underlying principles in
maintaining computer
equipment and systems.
CODES

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
TLE_ICTCC7/8MT-0c-1

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
TLE_ICTCC7/8MC-0d-1
LESSON 3: PERFORM MENSURATION AND CALCULATION (MC)
Geographical variables
Distance measurement
and conversion
- Time zones
- Temperature
- Weather and climate
Currency conversion
Storage media capacity

performing mensuration and
calculation.
LESSON 4: PREPARE AND INTERPRET TECHINICAL DRAWING (TD)
Outcome
3
LO Learning
CONTENT
Basic symbols
Basic Elements
Schematic diagram
Charts
Block diagrams
Layout plans
Loop diagram
Flowchart interpretation
Types of flowchart
CONTENT STANDARD
preparing and interpreting
technical drawings and work
plans in Contact Center.
prepares and interprets
technical drawings and work
plans accurately.
CODES
LO 1. Identify different kinds of

technical drawings
Identify basic symbols used
in technical drawing
Select technical drawing in
accordance with the job
requirement
TLE_ICTCS7/8TD-0e-1
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
TLE_ICTCS7/8TD-0f-2
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
TLE_ICTCS7/8OS-0g-1
LESSON 5: PRACTICE OCCUPATIONAL HEALTH AND SAFETY PROCEDURE (0S)
Hazards and risks control

safety regulations
indicators of hazard
and risks
contingency measures
Evaluation of hazards and

risks
Effects of hazards and
risks in the work place
LO 2. Evaluate hazards and

risks
Determine the effects of
hazards and risks
Classify the types of hazards
and risks in the workplace
TLE_ICTCS7/8OS-0h-2
Hazards and risks control

Safety regulation
LO 3. Control hazards and risks

Follow OHS Procedures for
TLE_ICTCS7/8OS-0i-3

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.
Outcome
4
LO Learning
CONTENT
Maintenance of OHS
Procedures awareness
Operational health and
safety procedures,
practices and
regulations
CONTENT STANDARD
controlling hazards and risks
Use personal protective
equipment (PPE)
Follow and observe
organizational protocol when
providing emergency
assistance
LO 4. Maintain occupational
health and safety regulations
Participate in related drills
and training
Prepare OHS personal
records in accordance with
workplace requirements
Outcome
5
CODES
TLE_ICTCS7/8OS-0j-4
LO Learning
K to 12 BASIC EDUCATION CURRICULUM

(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.
CONTENT
Introduction
Concepts and core
competencies in Contact
Center Services
CONTENT STANDARD
understanding of concepts,
underlying theories and core
Center Services
demonstrates competencies in
Contact Center Services as
prescribed in the TESDA
Training Regulation.
CODE

course
Explain concepts, theories
and core competencies in
Contact Center Services as a
career
entrepreneur/ employee in
locality/town.
- Characteristics
- Attributes
- Lifestyle
- Skills
- Traits
a practitioner
Align, strengthen and develop
ones PECs based on the
results

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
LO 1. Recognize PECs needed

in Contact Center Services
Assess ones PECs:
Assess practitioners:
Compare ones PECs with
that of a practitioner
/entrepreneur
Align ones PECs with that of
a practitioner/entrepreneur
Outcome
6
TLE_ICTCC9PC-Ik-1
LO Learning
CONTENT
CONTENT STANDARD
CODE

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

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
Identify the players/
competitors within the town
Identify the different
products/services available in
the market
TLE_ICTCC9EM-Ik-1
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
analysis
TLE_ICTCC9EM-Ik-2
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
Market (Town)
Key concepts of Market
Players in the market
(Competitors)
Products & services available
in the market
Market (Customer)
Key concepts of identifying
and understanding the
consumer
Consumer Analysis through:
- Observation
- Interviews
- FGD
- Survey
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

underlying principles of basic
computer operation and
internet navigation.

demonstrates skills in basic
computer operation and internet
navigation.
Outcome
7
LO Learning
CONTENT
Hard drive and file concepts

File saving and retrieving
Finding relevant information
Software features/utilities
Internet application program

installation
Internet software
Terms and definitions
CODE
.
Application programs
installation procedure
Installed programs
configuration
Searched features of a
program
Online help of a program
CONTENT STANDARD
LO 2. Install, configure and work

with application program
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
files
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 Internet
Identify Installed Internet
application programs and
state according to their
Outcome
8
TLE_ICTCC9CO-IIa-2
TLE_ICTCC9CO-IIIa-3
TLE_ICTCC9CO-IIIc-4
LO Learning
CONTENT
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
CONTENT STANDARD
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 computer
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
CODE
TLE_ICTCC9CO-IIIh-5
LESSON 2: UNDERSTANDING OF LOCAL AND INTERNATIONAL GEOGRAPHY AND CULTURES (GC)

Outcome
9
LO Learning
CONTENT
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 DaylightSaving Time (DST)
Basic geography
- Recognize place names
and common person
names
- Correct pronunciation of
names
- Map reading
- State abbreviations
CONTENT STANDARD

underlying principles of local
and international geography
and cultures.

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
TLE_ICTCC9GC-IVa-1
LO 2. Apply knowledge of local

and international geography
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
TLE_ICTCC9GC-IVd-2
Outcome
10
CODE
LO Learning
CONTENT
CONTENT STANDARD
CODE
K to 12 BASIC EDUCATION PROGRAM

(Specialization)
Grade 10
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 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.
CONTENT
Introduction
Basic concepts and core
Center Services
CONTENT STANDARD
understanding of basic
concepts, underlying theories
and core competencies in
provides quality and
marketable service in Contact
Center Services as prescribed
in the TESDA Training
Regulation.
CODE

course
Explain basic concepts,
theories and core
Center Services
Contact Center Service as a
career
entrepreneur/employee in a
province.

understanding of ones PECs
in Contact Center Services.

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
Outcome
11
TLE_ICTCC10PC-Ik-1
LO Learning
CONTENT
- Characteristics
- Attributes
- Lifestyle
- Skills
- Traits
a practitioner
Application of PECs to the
chosen business/career
CONTENT STANDARD
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 choice
CODE

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

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/service
TLE_ICTCC10EM-Ik-1
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

Product Development
Key concepts of developing a
product
Finding Value
Innovation
- Unique Selling
- Proposition (USP)
Selecting Business Idea

Key concepts of Selecting
a Business Idea
- Criteria
- Techniques
Outcome
12
LO Learning
CONTENT
CONTENT STANDARD
LO 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
CODE
TLE_ICTCC10EM-Ik-3

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
Branding
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

understanding of concepts
and underlying principles in
communicating effectively in
English.
Outcome
13
LO Learning
CONTENT
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
jargons
CONTENT STANDARD
Voice
rate
volume
pitch
tone
Accent
stress
intonation
blending
phrasing
Conversational Cues
LO 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
CODE
TLE_ICTCC10CE-Id-2
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 procedures
TLE_ICTCC10CE-IIa-3
LESSON 2: DELIVER QUALITY CUSTOMER SERVICES (QS)
Types of industry
Business Process

understanding of concepts
and underlying principles in

demonstrates appropriate
approaches in delivering quality
LO 1. Demonstrate
understanding of the BPO/Call
Outcome
14
TLE_ICTCC10QS-IIIa-1
LO Learning
CONTENT
Outsourcing
Types of products and
services
Call center agents
performance matrix
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
CONTENT STANDARD
delivering quality customer
services.
customer services in
accordance with call center
industry policies.
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
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
Outcome
15
CODE
TLE_ICTCC10QS-IIId-2
LO Learning
CONTENT
Avoiding sensitive topics
(e.g. politics, religion)
CONTENT STANDARD
CODE
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
Protocols for handling

difficult or irate customers
Process of handling
customer inquiries
Empathy
Acknowledging peoples
feelings
Understanding the
customer/clients
situation
Acknowledging the
situation and providing
appropriate response
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
TLE_ICTCC10QS-IVa-3
Implement appropriate referral

or hands-off procedures as
required.
Outcome
16
LO Learning
CONTENT
Language for dealing with
customer complaints
Process of handing off
customers to supervisors
Problem solving skills
Active listening or
questioning skills
Instruction techniques
Documentation
procedures
Influencing/ Persuasion
techniques
CONTENT STANDARD
CODE
Refer complicated concerns to

higher authority
LO 4. Provide after-sales support

and document events
TLE_ICTCC10QS-IVg-4
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
.
Outcome
17
LO Learning

Contact Center Services CG

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K to 12 BASIC EDUCATION PROGRAM

TECHNOLOGY AND LIVELIHOOD EDUCATION

Discuss the relevance of the

PERSONAL ENTREPRENEURIAL COMPETENCIES - PECs (PC)

The learner demonstrates

The learner recognizes his/her

LO 1. Recognize PECs needed

The learner demonstrates

The learner independently

LO 1. Generate a business idea

ENVIRONMENT AND MARKET (EM)

Key concepts of Environment

The learner independently uses

LESSON 1: USE OF TOOLS AND EQUIPMENT (UT)

Equipment in Contact Center

The learner demonstrates

LESSON 2: MAINTAIN COMPUTER EQUIPMENT AND SYSTEMS (MT)

Computer workstation and

The learner independently

LO1. Maintain computer

The learner independently

LESSON 3: PERFORM MENSURATION AND CALCULATION (MC)

The learner demonstrates

LESSON 4: PREPARE AND INTERPRET TECHINICAL DRAWING (TD)

LO 1. Identify different kinds of

LO 1. Identify hazards and risks

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

Hazards and risks control

Evaluation of hazards and

LO 2. Evaluate hazards and

Hazards and risks control

LO 3. Control hazards and risks

The learner demonstrates

The learner consistently

K to 12 BASIC EDUCATION CURRICULUM

demonstrate understanding of local and international geography and cultures.

Discuss the relevance of the

PERSONAL ENTREPRENEURIAL COMPETENCIES - PECs (PC)

The learner demonstrates

The learner recognizes his/her

LO 1. Recognize PECs needed

The learner demonstrates

The learner independently

LO 2. Recognize the potential

LO 1. Apply computer basic

ENVIRONMENT AND MARKET (EM)

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

The learner demonstrates

The learner independently

Hard drive and file concepts

Internet application program

LO 2. Install, configure and work

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

Introduction to local and

The learner demonstrates

The learner independently

LO 2. Apply knowledge of local

K to 12 BASIC EDUCATION PROGRAM

Discuss the relevance of the

PERSONAL ENTREPRENEURIAL COMPETENCIES - PECs (PC)

The learner demonstrates

The learner independently

LO 1. Develop and strengthen

The learner demonstrates