Senior High School

CONTACT CENTER
SERVICES
Quarter 1 – Module 1:
Personal Entrepreneurial
Competencies (PECs)
Contact Center Services – Grade 11
Quarter 1 – Module 1: Personal Entrepreneurial Competencies (PECs)
First Edition, 2020

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 module 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: Leonor Magtolis Briones
Undersecretary: Diosdado M. San Antonio

Development Team of the Module

Compilers/Contextualizers:
AZELREY B. CAÑETE & MARYCEL G. YLAYA
Editors/Reviewers:
Marlene G. Padigos

Management Team:
RHEA MAR A. ANGTUD, EdD
Schools Division Superintendent

DR. GRECIA F. BATALUNA

Chief, Curriculum Implementation Division

DR. LUIS DERASIN, JR.

EPS-Araling Panlipunan/SHS Division Coordinator

VANESSA L. HARAYO, LLB

EPS in-charge of LRMS

Department of Education – Schools Division of Cebu City, Region VII

Office Address: New Imus Ave., Barangay Day-as Cebu City
Telephone No.: (032) 253 2559
E-mail Address: cebu.city@deped.gov.ph
 11

Contact Center
Services
Quarter 1 – Module 1:
Personal Entrepreneurial
Competencies (PECs)
Introductory Message
For the facilitator:

Welcome to Contact Center Services,

a specialized subject for Technical
Vocational and Livelihood students in
senior high school module on Personal
Entrepreneurial Competencies (PECs)!

This module was collaboratively designed to assist learning delivery mode of

senior high school curriculum. As facilitators for learning, teachers will
guide and assist students to achieve the required learning set of standards
in the K-12curriculum while keeping learners safe in their respective homes
in this time of pandemic.

This learning resource hopes to engage the learners into guided and
independent learning activities at their own pace and time. Furthermore,
this also aims to help learners acquire the needed 21st century skills while
taking into consideration their needs and circumstances.

In addition to the material in the main text, you will also see this box in the
body of the module:

Notes to the Teacher

This contains helpful tips or strategies
that will help you in guiding the learners.

As a facilitator you are expected to orient the learners on how to use this
module. You also need to keep track of the learners' progress while allowing
them to manage their own learning. Furthermore, you are expected to
encourage and assist the learners as they do the tasks included in the
module.

For the learner:

Welcome to the Contact Center Services, a specialized subject for Technical

Vocational and Livelihood students in senior high school module on
Personal Entrepreneurial Competencies (PECs)!

The hand is one of the most symbolized part of the human body. It is often
used to depict skill, action and purpose. Through our hands we may learn,
create and accomplish. Hence, the hand in this learning resource signifies
that you as a learner is capable and empowered to successfully achieve the
relevant competencies and skills at your own pace and time. Your academic
success lies in your own hands!
This module was designed to provide you with fun and meaningful
opportunities for guided and independent learning at your own pace and
time. You will be enabled to process the contents of the learning resource
while being an active learner.

This module has the following parts and corresponding icons:

What I Need to This will give you an idea of the skills or

Know competencies you are expected to learn
in the module.

What I Know This part includes an activity that aims

to check what you already know about
the lesson to take. If you get all the
answers correct (100%), you may decide
to skip this module.

What’s In This is a brief drill or review to help you

link the current lesson with the
previous one.

What’s New In this portion, the new lesson will be

introduced to you in various ways such
as a story, a song, a poem, a problem
opener, an activity or a situation.

What is It This section provides a brief discussion

of the lesson. This aims to help you
discover and understand new concepts
and skills.

What’s More This comprises activities for

independent practice to solidify your
understanding and skills of the topic.
You may check the answers to the
exercises using the Answer Key at the
end of the module.

What I Have This includes questions or blank

Learned sentence/paragraph to be filled in to
process what you learned from the
lesson.

What I Can Do This section provides an activity which

will help you transfer your new
knowledge or skill into real life
situations or concerns.
 Assessment This is a task which aims to evaluate
your level of mastery in achieving the
learning competency.

Additional In this portion, another activity will be

Activities given to you to enrich your knowledge
or skill of the lesson learned. This also
tends retention of learned concepts.

Answer Key This contains answers to all activities in

the module.

At the end of this module you will also find:

References This is a list of all sources used in

developing this module.

The following are some reminders in using this module:

1. Use the module with care. Do not put unnecessary mark/s on any
part of the module. Use a separate sheet of paper in answering the
exercises.
2. Don’t forget to answer What I Know before moving on to the other
activities included in the module.
3. Read the instruction carefully before doing each task.
4. Observe honesty and integrity in doing the tasks and checking your
answers.
5. Finish the task at hand before proceeding to the next.
6. Return this module to your teacher/facilitator once you are through
with it.
If you encounter any difficulty in answering the tasks in this module, do
not hesitate to consult your teacher or facilitator. Always bear in mind
that you are not alone.

We hope that through this material, you will experience meaningful

learning and gain deep understanding of the relevant competencies. You
can do it!
For inquiries or feedback, please write or call:

Department of Education – Cebu City Division

New Imus Ave., Barangay Day-as

Cebu City, Philippines 1600

Telephone No: (632) 253-2559

Email Address: cebu.city@deped.gov.ph

 First Quarter
Module 1, Week 1
Personal Entrepreneurial Competencies

Content Standard : The learners demonstrate an understanding of

basic concepts and underlying theories in
Contact Center Services.
Performance Standard : The learners shall be able to independently
demonstrate common competencies in Contact
Center Services as prescribed by the TESDA
Training Regulation.
Learning Outcomes : Upon the completion of the module, the SHS
(Curriculum Guide) students are expected to explain basic
concepts in Contact Center Services.
Competency/Code : Discuss the relevance of the course – Contact
Center Services
Topic : Basic Concepts in Contact Center Services

What I Know

Pre-Test
Identify the entrepreneurial competencies that are described in each
number. Then, on a separate piece of paper, write the letter of the best
answer that will match the description.

1. makes wise decisions towards the set objectives

A. disciplined B. sound decision maker C. excellent planner
2. resolves an issue in an efficient and timely manner
A. problem solver B. optimistic C. team player
3. demonstrate qualities like assertiveness and sociability
A. efficient B. good communicator C. reliable
4. takes full responsibility for the failure or success of the business
A. has the initiative B. organized C. friendly
5. innovates to have an edge over other competitors
A. experienced B. creative C. motivated
6. have self-reliance in one’s ability and judgment
A. committed B. empathic C. confident
7. remain positive when a customer is frustrated
A. good memory B. calm C. optimistic
8. always sticks to the plan
A. people-oriented B. disciplined C. creative
9. working diligently and being consistent about it
A. profit-oriented B. confident C. hardworking
10. effective and efficient communication skills and relates well to people
A. people-oriented B. reliable C. cooperative

What I Need to Know

In this module, you will learn more about entrepreneurship and the
entrepreneurial competencies related to Contact Center Services. You will
have a first-hand experience in educational activities leading to assessment
of your personal entrepreneurial competencies (PECs). Moreover, this
module will encourage you to think about entrepreneurship and its role in
the business community as well as in the economic and social development
of an individual.

For you to further understand the entire lesson of the module, let me
share to you the learning objectives of this module. At the end of this lesson
you can:
1. Define entrepreneurial competencies; and
2. Identify the important characteristics and to become a successful
entrepreneur.

What’s In

My Observations…

Take a look at the picture shown below. Then, identify some items or
qualities that relates with the image by completing the statements. Use a
separate piece of paper for your answers.

1. The objects I see in the picture are

____________________. (give at least
3)

2. The man in the picture shows that

he is _____________________________.

3. The people in the picture are

working
in ____________________________.

Source: https://bit.ly/329kOw8

Very good observations! You have clearly expressed yourself in

completing the statements. Since the focus of our subject deals with the call
center industry, we have to learn more about this and most importantly the
characteristics that you should develop in order for you to be successful on
this field. So, let’s continue and study together!

What’s New

Activity 1. Dear Future Self

If you are to list down the characteristics that you want to possess in
the future, what are these? List down at least 5 qualities, in complete
sentence, that you want to gain. You may write your answers in another
piece of paper. An example is given for you to be guided.

Dear Future Self:

Right now, I have the following qualities:
1. I can easily recall various information
that
helped me succeed being a call center
agent.

Were you able to easily write down the characteristics you want to
acquire in the future? I hope you have been honest in giving your answers.

This time, we will now study the different topics that will enrich your
knowledge of PECs. Read all the important details about this carefully.

What is It

Entrepreneurial competencies refer to the important characteristics

that should be possessed by an individual in order to perform
entrepreneurial functions effectively. Below are few important
characteristics, traits and attributes of a good entrepreneur:

 Hardworking: One of the important characteristics of a good

entrepreneur is hardworking. This means working diligently and being
consistent about it. Hardworking people keep improving their
performance to produce good products and/or provide good services.
 Confident: Entrepreneurs have self-reliance in one’s ability and
judgment. They exhibit self-confidence to cope with the risks of
operating their own business.
 Disciplined: Successful entrepreneurs always stick to the plan and
fight the temptation to do what is unimportant.
  Committed: Good entrepreneurs assume full responsibility over their
business. They give full commitment and solid dedication to make the
business successful.

 Ability to accept change: Nothing is permanent but change. Change

occurs frequently. When you own a business, you should cope with
and thrive on changes. Capitalize on positive changes to make your
business grow.
 Creative: An entrepreneur should be creative and innovative to stay
in the business and in order to have an edge over the other
competitors.
 Has the initiative: An entrepreneur takes the initiative. You must
put yourself in a position where you are responsible for the failure or
success of your business.
 Profit-oriented: An entrepreneur enters the world of business to
generate profit or additional income. The business shall become your
bread and butter. Therefore, you must see to it that the business can
generate income.

Listed below are the important skills of a successful entrepreneur:

 Excellent planner: Planning involves strategic thinking and goal
setting to achieve objectives by carefully maximizing all the available
resources. A good entrepreneur develops and follows the steps in the
plans diligently to realize goals. A good entrepreneur knows that
planning is an effective skill only when combined with action.
 Possesses people skills: This is a very important skill needed to be
successful in any kind of business. People skills refer to effective and
efficient communication and establishing good relationship to the
people working in and out of your business. In day-to-day business
transactions, you need to deal with people. A well-developed
interpersonal skill can make a huge difference between success and
failure of the business.
 Sound decision maker: Successful entrepreneurs have the ability to
think quickly and to make wise decisions towards a pre-determined
set of objectives. No one can deny that the ability to make wise
decisions is an important skill that an entrepreneur should possess.
Sound decisions should be based on given facts and information and
lead towards the pre-determined objectives.

What’s More

Carefully read the statements that comprises the PECs checklist and
assess yourself by identifying the strengths or development areas that you
have. Write your list in table format in another piece of paper.

Personal Entrepreneurial My Personal Assessment

Competencies (PECs) of an Strengths Development
Entrepreneur Areas
1. I have good oral communication
abilities
 2. I am a good listener
3. I know how to remain calm in any
situations
4. I can solve any problem that comes
up
5. I am interested in helping others
6. I have the ability to think quickly and
make wise decisions
7. I develop and follow the steps in the
plans diligently to realize goals
8. I know that I am responsible for the
failure or success of my plans

What’s your result? Are there more strengths than the development
areas you have to improve? Or is it the other way around? For sure you
possess a lot more characteristics that were not stated.

What I Have Learned?

Take note that…

 Entrepreneurial competencies refer to the important
characteristics that should be possessed by an individual in
order to perform entrepreneurial functions effectively.
 These are the important characteristics of an entrepreneur –
hardworking, confident, disciplined, committed, ability to
accept change, creative, has the initiative, and profit-oriented.
 These are the important skills of a successful entrepreneur –
excellent planner, possesses people skills and sound decision
maker.

What I Can Do

Activity 1. Interview

In your neighborhood, interview a successful telemarketing or call

center representative or entrepreneur who works in any type of business
related with contact center services. Focus your questions on PECs and
other business-related attributes that helped them become successful. Write
a summary of your interview experience in a short bond paper following a
paragraph format. Refer to the given rubrics for you to be guided.

Here are some sample questions you can ask:

1. What preparations did you make before you engaged in this type of job?
2. What special skills and characteristics do you have that are related with
your job?
3. How did you solve business-related problems during the early years of
 work?
4. What do you think are the salient characteristics, attributes, lifestyle,
skills
and traits that made you successful in your job?
5. Did you follow the tips from a successful call center agent before you
engaged in this industry?

Rubrics:

Category 5 pts. 3 pts. 1pt.

Information is very Information is The information
organized and well- organized, but appears to be
Information constructed. the paragraph is disorganized.
not well-
constructed.
Information clearly Information Information has
relates to the main clearly relates to little or nothing
Quality of
topic. It includes the main topic. to do with the
Information
several supporting No details are main topic.
details. given.
No grammatical, A few Many
spelling or grammatical grammatical,
Mechanics punctuation errors. spellings, or spelling, or
punctuation punctuation
errors. errors.

Assessment

Identify if the given words are important qualities or skills needed to

be practiced as part of the Personal Entrepreneurial Competencies. Put a
check mark (/) if you think that this should be practiced and X if not. Write
your answers in another piece of paper.

1. Patience 6. Adaptability
2. Arrogance 7. Careless
3. Bossy 8. Lousy
4. Timeliness 9. Rude
5. Empathy 10. Ambitious

Additional Activities

My Action Plan

Your task is to use the characteristics or skills that you have written
on Activity 1. Dear Future Self. Then, create an action plan that will guide
you to become a successful entrepreneur in contact center services. Use a
separate piece of paper in writing your answers. An example is given for you
to be guided in your outputs.

Objective Characteristics/Skill Activities Expected

s Outcome
To align my PECs Being diligent I will keep on Can easily
with the PECs of practicing and recall
a successful make sure to various
entrepreneur in familiarize information
contact center tasks that are
services assigned to
me.
References:
(2017, January 20). 8 Most Important Qualities of a Call Center Agent ....
Retrieved September 7 2020, from https://blog.playvox.com/8-most-
important-qualities-of-a-call-center-agent

(2013, March 1). 13 Call Center Agent Characteristics for Adaptive Selling ....
Retrieved September 7, 2020, from https://www.talkdesk.com/blog/13-call-
center-agent-characteristics-for-adaptive-selling/

(2018, May 22). Top Qualities of a Successful Call Center Agent. Retrieved
September 9, 2020, from https://www.evolveip.net/blog/top-qualities-call-
center-agents

(2016, May 13). 9 Top Qualities of a Successful Call Center Agent. Retrieved
September 9, 2020, from https://www.talkdesk.com/blog/9-top-qualities-
of-a-successful-call-center-agent/