Professional Documents
Culture Documents
Contact Center Services CG
Contact Center Services CG
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
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
TLE_ICTCC7/8PC-0k-1
TLE_ICTCC7/8EM-0k-1
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
PERFORMANCE STANDARD
LEARNING COMPETENCIES
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
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
Procedure in accomplishing
forms:
Job order slips
Borrowers slip
Requisition procedures
K to 12 Curriculum Guide version as of September 13, 2013 TLE - Information and Communications Technology
Outcome
2
LO Learning
CONTENT
CONTENT STANDARD
The learner demonstrates
understanding of concepts and
underlying principles in
maintaining computer
equipment and systems.
PERFORMANCE STANDARD
LEARNING COMPETENCIES
CODES
TLE_ICTCC7/8MT-0c-1
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
Geographical variables
Distance measurement
and conversion
- Time zones
- Temperature
- Weather and climate
Currency conversion
Storage media capacity
K to 12 Curriculum Guide version as of September 13, 2013 TLE - Information and Communications Technology
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
The learner demonstrates
understanding of concepts and
underlying principles in
preparing and interpreting
technical drawings and work
plans in Contact Center.
PERFORMANCE STANDARD
The learner independently
prepares and interprets
technical drawings and work
plans accurately.
LEARNING COMPETENCIES
CODES
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
TLE_ICTCS7/8OS-0g-1
TLE_ICTCS7/8OS-0h-2
TLE_ICTCS7/8OS-0i-3
K to 12 Curriculum Guide version as of September 13, 2013 TLE - Information and Communications Technology
Outcome
4
LO Learning
CONTENT
Maintenance of OHS
Procedures awareness
Operational health and
safety procedures,
practices and
regulations
CONTENT STANDARD
PERFORMANCE STANDARD
LEARNING COMPETENCIES
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
K to 12 Curriculum Guide version as of September 13, 2013 TLE - Information and Communications Technology
Outcome
5
CODES
TLE_ICTCS7/8OS-0j-4
LO Learning
CONTENT STANDARD
The learner demonstrates
understanding of concepts,
underlying theories and core
competencies in Contact
Center Services
PERFORMANCE STANDARD
The learner independently
demonstrates competencies in
Contact Center Services as
prescribed in the TESDA
Training Regulation.
LEARNING COMPETENCIES
CODE
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
K to 12 Curriculum Guide version as of September 13, 2013 TLE - Information and Communications Technology
Outcome
6
TLE_ICTCC9PC-Ik-1
LO Learning
CONTENT
CONTENT STANDARD
PERFORMANCE STANDARD
LEARNING COMPETENCIES
CODE
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
TLE_ICTCC9EM-Ik-2
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
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
K to 12 Curriculum Guide version as of September 13, 2013 TLE - Information and Communications Technology
Outcome
7
LO Learning
CONTENT
PERFORMANCE STANDARD
LEARNING COMPETENCIES
CODE
.
Application programs
installation procedure
Installed programs
configuration
Searched features of a
program
Online help of a program
CONTENT STANDARD
K to 12 Curriculum Guide version as of September 13, 2013 TLE - Information and Communications Technology
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
PERFORMANCE STANDARD
LEARNING COMPETENCIES
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
LO Learning
CONTENT
CONTENT STANDARD
PERFORMANCE STANDARD
LEARNING COMPETENCIES
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
TLE_ICTCC9GC-IVd-2
K to 12 Curriculum Guide version as of September 13, 2013 TLE - Information and Communications Technology
Outcome
10
CODE
LO Learning
CONTENT
CONTENT STANDARD
PERFORMANCE STANDARD
LEARNING COMPETENCIES
CODE
CONTENT STANDARD
The learner demonstrates
understanding of basic
concepts, underlying theories
and core competencies in
Contact Center Services.
PERFORMANCE STANDARD
The learner independently
provides quality and
marketable service in Contact
Center Services as prescribed
in the TESDA Training
Regulation.
LEARNING COMPETENCIES
CODE
Assessment of Personal
Competencies and Skills
(PECs) vis--vis a practicing
entrepreneur/employee in a
province.
K to 12 Curriculum Guide version as of September 13, 2013 TLE - Information and Communications Technology
Outcome
11
TLE_ICTCC10PC-Ik-1
LO Learning
CONTENT
- Characteristics
- Attributes
- Lifestyle
- Skills
- Traits
Analysis of PECs in relation to
a practitioner
Application of PECs to the
chosen business/career
CONTENT STANDARD
PERFORMANCE STANDARD
LEARNING COMPETENCIES
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
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
TLE_ICTCC10EM-Ik-2
K to 12 Curriculum Guide version as of September 13, 2013 TLE - Information and Communications Technology
Outcome
12
LO Learning
CONTENT
CONTENT STANDARD
PERFORMANCE STANDARD
LEARNING COMPETENCIES
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
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
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
K to 12 Curriculum Guide version as of September 13, 2013 TLE - Information and Communications Technology
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
PERFORMANCE STANDARD
Voice
rate
volume
pitch
tone
Accent
stress
intonation
blending
phrasing
Conversational Cues
LEARNING COMPETENCIES
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
Types of industry
Business Process
LO 1. Demonstrate
understanding of the BPO/Call
K to 12 Curriculum Guide version as of September 13, 2013 TLE - Information and Communications Technology
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.
PERFORMANCE STANDARD
customer services in
accordance with call center
industry policies.
LEARNING COMPETENCIES
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
K to 12 Curriculum Guide version as of September 13, 2013 TLE - Information and Communications Technology
Outcome
15
CODE
TLE_ICTCC10QS-IIId-2
LO Learning
CONTENT
Avoiding sensitive topics
(e.g. politics, religion)
CONTENT STANDARD
PERFORMANCE STANDARD
LEARNING COMPETENCIES
CODE
Hold process
why hold is necessary
permission before placing
customers on hold
hold time estimates
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
K to 12 Curriculum Guide version as of September 13, 2013 TLE - Information and Communications Technology
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
PERFORMANCE STANDARD
LEARNING COMPETENCIES
CODE
K to 12 Curriculum Guide version as of September 13, 2013 TLE - Information and Communications Technology
Outcome
17
LO Learning