School Santiago Delmo Memorial High School Grade Level 10

Teacher John Marie M. Salvador Quarter 3

INFORMATION AND COMMUNICATIONS
Jan. 6-10, 2020
Learning Area TECHNOLOGY – CONTACT CENTER Teaching Dates & Duration 3-4 P.M.
SERVICES
I. LEARNING OBJECTIVES

The learners demonstrate an understanding of concepts and principles in

A. Content Standards
communicating effectively in English

The learners shall be able to demonstrate the proper skills of communicating

B. Performance Standards
effectively in the English language in accordance with company policies

LO 2. Transmit/receive calls to or from customers

2.1 Identify types of calls in accordance with the client/customer’s needs

C. Learning Competencies 2.2 Use interactive communication in accordance with customer-management
relationship standards

TLE_ICTCC10QS-IIIa-c-1

D. Objectives

At the end of the lesson, the learners are able to:

 describe the functions and processes involved in a BPO/Call Center industry;
 transmit/receive calls from customers;
 handle customers’ complaints accordingly; and
 provide after-sales support and document events.

II. CONTENT Clients/customers’ needs

III. LEARNING RESOURSES
A. References
1. Teacher's Guide pages
2. Learning's Materials pages
3. Textbooks pages
4. Additional Materials from Learning Resourses (LR) portal
https://www.scribd.com/doc/267763691/TLE-ICT-
B. Other Learning Resourses Contact-Center-Services
bond/pad paper, pen, board and marker, computers/tablets.
C. Supplies, Equipment, Tools, etc.
IV. PROCEDURES
Prayer
A. Preparation
Attendance

B. Motivation Watch a video clip “Phoning from the Philippines”

 Here are some of the most common customer service and related functions provided by a call or customer
contact center employees. Type of calls are in accordance with the customer’s needs:

1. Complaint resolution- allows discussion of a problem related to a product or service provided by the
organization. By offering multiple alternatives, customer needs and preferences can more readily be
addressed. Depending on the chosen method by the customer, time and money can be saved by the
organization since technology can often replace the need for employee intervention.

2. Document / order processing – organizations that deal with a membership base or process forms, orders,
or applications generally allow several ways for customers to accomplish these functions (warehouse clubs,
credit companies, mortgage companies, organizations that do product warranty registration or order
processors). The agent of the organization takes the information and completes the form for them.

3. Inquiry services – some organizations program response to frequently asked customer questions (FAQs)
through a system that can deliver the answer electronically. Some of these means include website, fax-on-
demand, interactive voice response (IVR), and/or online internet fulfillment system.

4. Telemarketing or teleservices- prescreening possible customers or setting up sales calls for sales
representatives.

Counseling
This is an assistance that makes use of toll-free telephone service designed to assist callers on matters that
may include the physical, mental, emotional or spiritual well- being. These are commonly being handled by
religious or non- governmental organizations.
This may also involve identifying, researching, and resolving customer issues using the computer system.

Directory
This is formerly known as “information”. It changed its name because of the unrelated queries being thrown
at the agents. It is an important resource for updated telephone lists and skip tracing, where one can get
persons’ addresses as well as their telephone numbers.

Booking
Many corporations provide services over the telephone, such as technical support, customer service, and
C. Presentation direct sales. To maximize efficiency, corporations often perform repetitive telephone functions at
centralized call centers. Hotel bookings, concert ticket reservations, and airline ticket bookings are some
examples.

Technical Support
Technical support help desks are heavy users of knowledge management systems. For example, a customer
wants to know if a computer system is compatible with a specific printer. The agent types the computer
model and the printer name on the search window and the knowledge management system finds all the
data on the specified model and printer. When the information has been located, the data about
compatibility, known issues, information on where to download the appropriate printer drivers, etc., is
displayed so that the agent can answer the customer’s question. Even though this agent may have never
heard of the printer, the information that was stored by someone else is there to solve the problem.

Although these tools can improve service in highly complex environments, they require a great deal of
maintenance.

Each time a new issue or problem is identified, or the company makes a new product, all relevant data must
be entered into the system so that those who need it can access it. In many organizations, this updating
process requires that the solution be tested to ensure its accuracy before it can be entered in the system.
This prevents erroneous or incomplete data from being entered and proliferated. The initial data entry to set
up the system is generally a huge task, and regular maintenance is essential to ensure that the system stays
up to date and remains as effective as possible.

Academic Instruction
These involve online tutorial call centers and other academic institutions which provide academic
instructions. They accommodate agents who are capable of teaching specific areas on a real time basis.
Japanese learners for example, would like to learn English, so there are a number of call centers which cater
to this need. English as a Second Language (ESL) lessons will be taught to them by competent personnel
without the need to leave their homes.

Travel Advisories
Travel advisory needs can be attributed to travel bookings.

Sales
 Online product sales (depending on the call center account the representative is holding) is in demand, since
it saves the customers’ time and resources in product promotion. Providing customers with product and
service information is the main task involved in this type of customer service.
If the agent work in sales, it is your job to undertake administration and other office duties that leave the
sales team free to focus on the busy business of selling. This may include:

 Handling and answering telephone calls to inform, update, and answer clients’ concerns, queries
and complaints,
 answering tickets/emails that they get from clients who have purchased something online
 processing refunds, as requested by clients, for something they purchased online
 verifying validity of amount charged in the clients’ credit card accounts for something they have
purchased online
 research billing issues and misapplied payments
 calling back customers who have left a voicemail asking for assistance
 calling customers to confirm their purchases are valid
 using online customer service system to locate customer information, provide refunds, and leave
notes

You may also come across the term “cross-selling”. Cross-selling may be defined as selling a product to the
caller which is not the primary reason the caller contacted the call center.

Data Gathering
One of the most valuable assets an organization has is the knowledge of its employees. Capturing that
knowledge and making it available to everyone who needs it are very difficult. Knowledge management
systems are designed to address this need because they are essentially data storage and retrieval systems.
They organize data so that may be searched easily to find answers to queries.

Choose the type of calls in accordance with the customer’s needs.

D. Application Randomly ask a student to read what they have written.

E. Generalization Ask 1 or 2 student/s to summarize the lesson.

DIRECTIONS: Write the term that best describes the following. Do this in your notebook.
_______________1. It is an important resource for updated telephone lists and skip tracing, where
you can get the persons address as well as their telephone numbers.
_______________2. This deals with troubleshooting of the client’s product.
_______________3. It addresses the need for data storage and retrieval systems.
_______________4. Its main task is providing customers with product and service information.
______________5. This provides customers with assistance in processing refunds, as requested
by clients, for something they purchased online.
_______________6. These involve on-line tutorial call centers and other academic institutions such
as ESL for Japanese learners.
_______________7. These include assistance that make use of toll-free telephone service
IV. Evaluation designed to assist callers on matters that may include the physical, mental emotional or spiritual
well- being.
_______________8. It includes services such as calling customers to confirm their valid purchases
and use an online customer service system to locate customer information, provide refunds and
leave notes.
_______________9. An example of this is data about compatibility, known issues, where to go to
download the appropriate printer drivers, and the likes where in the agent can answer the
customer’s question.
______________10. Some organizations program response to frequently asked customer
questions (FAQs) into a system that can deliver the answer electronically via a website, through fax-
on-demand, interactive voice response (IVR) or online internet fulfillment system.

Research on Products and services.

V. Assignment