lr-~' Grades 1 to 12 School Sapang Bato Senior High School Grade Level 12

Daily Teacher Sto. Domingo, Lithos F. Learning Area Contact Center Services NCII
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esson l og July 29 - Aug 2 7:30am to 12:00pm Quarter 1

I I. OBJECTIVES
I A. Content Standards
B. Performance Standards
C. l earning
Competencies/Objectives
II. CONTENT
Ill. LEARNING RESOURCES
A. References
1. Teacher's Guide Pages
2. Learner's Materials e_a_ges
3. Text book pages
4. Additional Materials from
Learning Resources
B. Other Learning Resources
IV. PROCEDURES
A. Reviewing previous lesson or
presenting the new lesson
8. Establishing a purpose for
the lesson
The learners demonstrate
an understanding of
concepts and principles in delivering quality customer services
The learners shall be able to
demonstrate appropriate approaches in delivering quality customer services in accordance with call-center industry policies
LO 1. Demonstrate
understanding of the BPO/Call Center industry (TLE_ICTCC9-12QS-llla- c-1)
1.1 Describe the BPO/ Call Center Industry
1.2 Describe the basic services related to customer service, sales, and technical support within BPO/ Call Center Industry
1.3 Explain the basic performance matrix of a call center agent
1. Types of industry
2. Business Process Outsourcing
3. Types of products and
services
4. Call center agents
performance matrix
Technology and Livelihood Education
Information and Communications
Technology
Learner's Material
Page 157 Page 166
Computer, Internet Computer, Internet
The theacher will introduce the new lesson The theacher will introduce the new lesson
"Basic Services within BPO Industry" Call Center Agents' Performance Metrics
The techer will Discuss the objectives of the The techer will Discuss the objectives of
Lesson the Lesson
C. Presenting
Examples/instances of new
lesson
D. Discussing new concepts and
practicing new skills #1
E. Discussing new concepts
and practicing new skills #2
F. Developing mastery
(Leads to Formative
Assessment)
G. Finding Practical applications
of concepts and skills
H. Making generalizations and
abstractions about the lesson
I. Evaluating Learning
J. Additional activities for
application or remediation
V. REMARKS
VI. REFLECTION
A. No. of learners who earned
80% on the formative
assessment
B. No. of Learners who require
additional activities for
remediation
C. Did the remedial lessons
work? No. of learners who
have caught up with the lesson.
Preliminary Activity Preliminary Activity
Using the Internet Page 167
Explore the different BPO industries existing Venn diagram :similarities and differences
in the country. of A student and a Call Center Rep.
Discussion: Basic Services within BPO Discussion: Call Center Agents'
Industry Performance Metrics
Page:157
Z.l Types of BPO Industries
Discussion
Answer Task 1 and 2: Page 161 Answer Task 1: Page 170
Answer Task 2: Page 171
Answer Task 3 on Page 163
BPO Services: Explored!
Conduct an onl ine research about other BPO
services
The Teacher will give a Call Simulation
summary/Generalization of the Topic
Discussed
Short Quiz: CCS quiz 2 Q3 Short Quiz: CCS quiz 3 Q3
Answer TASK 4: BPO Services: Career Graph Answer TASK 3: Rating CSR Competencies
of an Agent Based on their Importance: Page 172
Call Simulation
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D. No. of learners who
continue to require
remediation
E. Which of my teaching
strategies worked well? Why
did these work?
F. What difficulties did I
encounter which my principal
or supervisor can help me
solve?
G. What innovation or localized
materials did I use/discover
which I wish to share ;with
other teachers?

Checked by: Mr. Abdon Aguilar Noted by: Ma Luina G. rivera

'""""' by, sto. Domingo
Principal
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~II Teacher in Charge