Table of Specification

1st Quarter Exam in Contact Center Servicing

School Year 2019 – 2020

Vision: North Coast Bohol Institute, Inc. envisions to become an inclusive educational institution
that promotes patriotism and integral transformation for sustainable living.

Mission: North Cost Bohol Institute, Inc. commits to provide relevant opportunities responsive to
the demand of globalization

Total
Number of Test Items No. of
Items
Remembering

Understandin

Learning

Evaluating
Analyzing
Applying

Creating
Competency
g

Develop and Test I: Test I: Test I: Test I:

strengthen Matching Matching Matching Matching
PECs needed in Type Type Type Type
Contact Item # Item # Item # Item # 10
Center Services 1, 3, 7, 10 5,9 2, 8 4,6
1.1 Identify areas
for improvement,
development, and
growth
1.2 Align one’s
PECs according to
his/her
business/career
choice
1.3 Create a plan of
action that ensures
success of his/her
business/career
choice

1.1 Identify what is Test II: Test II: Test II: Test II: Test II:
of “Value” to the Multiple Multiple Multiple Multiple Multiple
customer Choice Choice Choice Choice Choice
1.2 Identify the Item # Item # Item # Item # Item # 10
customer to sell to 1, 2, 7 3, 8, 10 6 4, 9 5
1.3 Explain what
makes a product
unique and
competitive
1.4 Apply creativity
and Innovative
techniques to
develop marketable
product
1.5 Employ a
Unique Selling
Proposition (USP) to
the product/service
 Identify Test VI: Test V: Test III: Test III: Test III:
communication Comple Matching Fill- in Fill- in Fill- in the
pathway available in tion Type the the blanks
accordance with the Item # Item # blanks blanks Item # 20
contact center SOP 1,2,3,4, 1, 2, 3, 4, Item # Item # 2,5
1.2 Identify 5 5 3, 1,4
elements of Test IV:
communication in Modifiers
each pathway Item #
1.3 Take 1, 2, 3, 4,
appropriate action 5
according to
established
practices
1.4 Identify barriers
to communication in
a customer contact
center
1.5 Take action in
accordance with
company policies

8 12 4 6 10 0 40
Total No. of Items

Percentage 20% 30% 10% 15% 25% 0% 100%

Prepared by: CHARLEY VILL G. CREDO

Subject Teacher

Checked by: ROSALINDA D. EVANGELISTA, Ph. D.

School Principal