10

Technology and
Livelihood Education
Information and
Communications
Technology
Contact Center Services

Learners Material
GOVERNMENT PROPERTY
NOT FOR SALE
ALLOTTED TO
District/ School: _________________________________________
Division _________________________________________________
First Year of Use:
_________________________________________
Source of Fund (Year
included):__________________________
Department of Education
Republic of the Philippines
Technology and Livelihood Education Grade 10
Learners Material
First Edition, 2014

ISBN: ___________
Republic Act 8293, section 176 states that: No copyright shall subsist in any work
of the Government of the Philippines. However, prior approval of the government agency or
office wherein the work is created shall be necessary for exploitation of such work for profit.
Such agency or office may, among other things, impose as a condition the payment of
royalties.
Borrowed materials (i.e., songs, stories, poems, pictures, photos, brand names,
trademarks, etc.) included in this book are owned by their respective copyright holders.
Every effort has been exerted to locate and seek permission to use these materials from
their respective copyright owners. The publisher and authors do not represent nor claim
ownership over them.
Published by the Department of Education
Secretary: Br. Armin A. Luistro FSC
Undersecretary: Dina S. Ocampo, Ph.D.
Assistant Secretary: Lorna Dig Dino, Ph.D.
Development Team of the Learners Material
Authors:
Dr. Virgilio O. Guevarra, Jr., Maria Angelica G. Mates, Rose Ann M. Sulla, and
Diana Marie B. Dagli
Editors: Dr. Paraluman R. Giron, Ofelia C. Flojo, and Perla H. Cuanzon
Reviewers: Romeo B. Gacutan, Simfroso C. Robles II,
Bobby Caoagdan

Marion I. Alinas,

Illustrator and Layout Artists:

Subject Specialist: Owen M. Milambiling
Management Team: Dr. Lolita M. Andrada, Jocelyn DR Andaya, Bella O.
Marias,
Dr. Jose D. Tuguinayo, Jr.
Printed in the Philippines by ____________
Department of Education-Instructional Materials Council Secretariat (DepEd-IMCS)
Office Address:
2nd Floor Dorm G, Philsports Complex, Meralco Avenue,
Pasig City, Philippines 1600
Telefax:
(02) 634-1054, 634-1072
E-mail Address:
imcsetd@yahoo.com

TABLE OF CONTENTS
Module 1: PERSONAL ENTREPRENUERIAL COMPETENCIES
(PECs)
Introduction ..
Objectives
Pre-Assessment (Matching Type) ...
Task 2 Guide Questions .
Learning Goals and Target ...
Reading Resources and Instructional Activities
Task 3 Group Activity ..
Know
Process
Task 4 PECs Checklist ...
Reflect and Understand .
Task 5 Interview ..
Transfer ...
Task 6: Preparation of a Plan of Action ..
Task 7: Essential Questions ..
Module 2: ENVIRONMENT AND MARKET (EM)
Introduction .
Objectives
Pre-Assessment .
Task 2: Guide Questions
Learning Goals and Target ...
Reading Resources and Instructional Activities
Know .
Product Development .
Concepts of Developing a Product ...
Finding Value ...
Innovation .
Unique Selling Proposition (USP) .
Process
Task 3: Interview .
Reflect and Understand
Task 4: Browsing the Internet
Transfer ..
Task 5: Product Conceptualization ..
Know .
Generating Ideas for Business ..
Key Concepts of Selecting a Business Idea ...
Branding
Process
Task 6: SWOT Analysis .

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Reflect and Understand

Task 7: Extra Reading and Video Viewing
Transfer ..
Task 8: Designing a Logo .
Task 9: Making My Own Vicinity Map ..
Module 3: COMMUNICATING EFFECTIVELY IN ENGLISH
Introduction ..
Objectives
Pre-Assessment .
Learning Goals and Target ...
Analyze Communication Process .
Preliminary Activities ..
Know .
1.1 Communication Pathways ...
Process ....
Reflect and Understand .
Know ...
1.2 Elements of Communication ...
Preliminary Activity.
Process
Reflect and Understand .
Know .
Preliminary Activity ..
1.3 Barriers to Communication ..
Process
Reflect and Understand .
Transfer
Know
Preliminary Activity ..
2.1 Oral skills ...
Phonemes ....
Sentence Construction ...
Process
Vowel Phonemes .
Critical Vowel Sounds ....
Critical Consonant Sounds ....
Read Pair Critique ...
Grammatical or Ungrammatical
Reflect and Understand .
Know .
2.2 Listening Skills ..
Process
Acrostics
Transfer
This is their story .

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The Interview
The Transcription .
The Reflection ..
Know .
2.3 Grammar
Subject-Verb Agreement
Tense and Aspect
Preposition ...
Modifiers
Conditionals ..
Process
Subject-Verb Agreement
Preposition
Modifiers
Conditionals ..
Know .
2.4 Writing Skills ..
Spelling .
Paragraphing
Organization..
Punctuations .
Transition Markers ..
Sentence Construction ...
Jargons..
Process
Spell Me
Correct Me
Transfer
Can you please share with us? .
A. The Invitation
B. My Insights
Know ....
3.1 Voice ...
Rate ...
Volume ......
Pitch ...
Tone ......
Process ....
Matching Type.
Modified True or False ..
Reflect and Understand .
Spot the Difference
Know ....
3.2 Accent .
Stress

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Intonation ..
Blending
Phrasing
Process ....
Pool Up! ....
The Last Man Standing .

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Read! Speak Up! .

Reflect and Understand ....
Getting Updated! ....
1, 2, 3 .....
SIXportant .....
Read. Speak. Check. .....
Know ....
Conversational Cues .........
Process ....
Complete the Table ......
Transfer
Mock Call ......
Module 4: DELIVERING QUALITY CUSTOMER SERVICES
Introduction ..
Objectives
Pre-Assessment .....
Learning Goals and Targets .
Know .
The BPO/Call Center Industry ...
1.1 What is BPO? ..................................................
1.2 Why Outsource? ...
1.3 Profile of the BPO Industry
(Global and Local) .
Process
Business Process Outsourcing .
BPO Industry in the Philippines .
Reflect and Understand .
Video Presentation ..
Cooperative Learning Reflection on the Video
Presentation
Oral Presentation- Economic Implications of the
BPO Industry .
Transfer
Research Activity .
Know .
Types of Industry .
Preliminary Activity ..
Types of BPO Industries

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Process
BPO Industries .
BPO Terminologies .
Know ........................................
Basic Services within BPO Industry .
Legal Services .
Process
Identification of BPO Services ...
Basic Services within BPO Industry .
Reflect and Understand .
BPO Services: Explored .
BPO Services: Career Graph of an Agent .
Know .
Call Center Agents Performance Metrics ...
Preliminary Activity ..
Typical Customer Contact Representatives
Competencies
Process ....
Customer Service Representatives
Competencies ...
Recognizing the CSR competencies
Reflect and Understand ....
Rating CSR Competencies Based on their
Performance ..
Transfer
Know .
Performance Metrics ...
Productivity Metrics .
Quality Metrics .
Process
Call Center Metrics Acronyms ...
Identifying Call Center Metrics ..
Reflect and Understand .
Video Presentation ..
Transfer
Call Center Simulation
Know .
Transmit/Receive Calls to or from
Customers ..
Clients / Customers Needs .
Counseling
Directory
Booking .
Technical Support ........
Academic Instruction .......
7

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Travel Advisories ..
Sales ...
Data Gathering .....
Process
Types of Calls in Accordance with the Customers
Needs .
Identifying Client/Customers Needs
Know .
Products and Services
Financial Services .
Technical support/ Help Desk .
Sales Support
Client-Specific Products ..
Process
Products and Services
Know .
Interactive Communication
Gathering Information in a Courteous,
Professional Manner
Best Practices ..
Process
Enumerate the Best Practices in Interactive
Communication ........
Enumerating the Call Structure .
Reflect and Understand .
Role Playing: Best Practices in Making / Taking
Calls
Interactive Communication
Know .
Active Listening
Process ....
Benefits of Active Listening
Internal and External Barrier ..
Reflect and Understand .
Listening Exercise ..
Selective Listening Exercises
On line Listening Exercises ...
Transfer
Role Playing Assessment .
Probing Skills
Paraphrasing ....
Process ...
Paraphrasing Exercise
Reflect and Understand .
Tips on Effective Paraphrasing
8

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Online Paraphrasing Exercise .

Transfer
Actual Paraphrasing Exercises .
Know .
Ensuring Consistent Quality Service for all Types
of Customers .
Avoiding Sensitive Topics ..
Process
Identifying Sensitive Issues ...
Reflect and Understand .
Addressing Sensitive Issues ..
Transfer
Interview
Know .
Phone Etiquette ...
Process
Create an Appropriate Opening Spiel ..
Role Playing Activity
Know .
Following the Standard Hold Procedure ..
Transferring a Call ...
Taking Notes During a Call ..
Making a Lasting Impression ....
Process
Standard Hold Procedures .
Reasons for Transferring a Call
Know .
Hold Process
Why Call Hold is Necessary ..
Permission Before Placing a Customer on Hold
Reflect and Understand .
Interactive Communication
Call Simulation .
Know .
Handle Customers Complaints .
Preliminary Activity ..
Protocols for Handling Difficult Or
Irate Customers .
Process of Handling Customer Inquiries .
Acknowledging the Situation and Providing
Appropriate Response .
Process
Review Handling Customer Complaints ..
Research Work
Reflect and Understand .
9

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Film Viewing .
Transfer
Simulation .
Know .
Process of Referral or Handing Off Customers to
Supervisors
Process ....
Review Handling Off Customers ...
Reflect and Understand .
Interview of Contact Center Representative ...
Transfer
Proposed Action Plan of Handling Customer
Complaints .
Know .
Provide After-Sales Support and Document
Events
Preliminary Activity ..
Ensure Customer Satisfaction by Making
A Return Call .
Discuss Actions Necessary to Resolve Complaints
and Confirm with the Customer ..
Process
Frequently Ask Questions (FAQs) Webpage ..
Reflect and Understand .
Reaction from an Underground Customer
Revolution ........................................
Transfer
Short Skit of Customer Service Satisfaction ..........
Know ....
Documentation Procedure .
Initiate Follow-up Action to Ensure That
Agreements with Customers are Implemented ..
Document Actions and Resolutions Agreed-upon
with the Customer in Accordance with
Company Procedures .........
Process
Log of Accident
Document an Agreement ...
Reflect and Understand ....
Interview of Contact Center Representative ...
Transfer ...
Simulation .
Summary of Lesson ...
Summative Test ..
10

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Glossary ...
References ..
Acknowledgement ..

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