Course Design: CBC Contact Center Services NC II - 1

COURSE DESIGN
COURSE TITLE : CONTACT CENTER SERVICES
NOMINAL DURATION : 144 Hours
QUALIFICATION LEVEL : NC II
COURSE DESCRIPTION : This course is designed to develop the basic and

common knowledge, skills, and attitudes of a Contact
Center Services Provider in accordance with industry
standards. It covers the basic, common and core
competencies. Specifically, it includes competencies
such as - communicate effectively in English for
customer service, demonstrate ability to effectively
engage customers and perform customer service
delivery processes.
TRAINEE ENTRY
REQUIREMENTS : Candidate / trainee must possess the following
qualifications, must be:
 Must have completed at least 10 years basic

education or an ALS certificate of achievement with
grade 10 equivalent holder.
 Can communicate in English either oral or written.
 Can perform basic computer operation.
________________________________________________________________________________________________________
CBC Contact Center Services NC II -1-
COURSE STRUCTURE
UNIT OF Nominal
MODULE TITLE LEARNING OUTCOME
COMPETENCY Hours
BASIC 18
1. Participate in 1.1. Participating in 1.1.1. Obtain and convey

workplace workplace workplace information.
communication communication 1.1.2. Complete relevant work 4
related documents.
1.1.3. Participate in workplace
meeting and discussion.
2. Work in a team 2.1. Working in a 2.1.1. Describe and identify team

environment team role and responsibility in a
4
environment team.
2.1.2. Work as a team member.
3. Practice career 3.1. Practicing 3.1.1. Integrate personal

professionalism career objectives with
professionalism organizational goals.
5
3.1.2. Set and meet work priorities.
3.1.3. Maintain professional
growth and development.
4. Practice 4.1. Practicing 4.1.1. Evaluate hazard and risks

occupational occupational 4.1.2. Control hazards and risks
health and health and 4.1.3. Maintain occupational 5
safety safety health and safety
awareness
COMMON 18
1. Apply Quality 1.1 Applying quality 1.1.1. Assess quality of received

Standards standards materials
1.1.2. Assess own work 8
1.1.3. Engage in quality
improvement
2. Perform 2.1 Performing 2.1.1. Plan and prepare for task to

Computer computer be undertaken
Operation operation 2.1.2. Input data into computer
2.1.3. Access information using
computer
2.1.4. Produce output/ data using
computer system 10
________________________________________________________________________________________________________
2.1.5. Use basic functions of a
www- browser to locate
information
2.1.6. Maintain computer
equipment and systems
CORE 108
1. Communicate 1.1. Communicati 1.1.1. Demonstrate appropriate

Effectively in ng Effectively in usage and understanding of
English for English for words
customer customer 1.1.2. Apply the rules of basic
service service grammar in verbal
communication effectively 45
1.1.3. Apply the rules of basic
communication in customer
service effectively
1.1.4. Apply the rules of effective
business communication in
customer service
2. Perform 2.1 Performing 2.1.1. Demonstrate an

customer customer understanding and
service delivery service delivery appreciation of the industry
processes processes work environment for
contact centers, industry
expectations for entry-level
contact center agent work,
and career opportunities for
contact center agents
45
2.1.2. Identify and describe the
rules and principles for
good/complete customer
service and the types of
contact center processes
2.1.3. Complete the tasks in the
conduct of a customer
service delivery process by
applying skills in effective
English communication
3. Demonstrate 3.1. Demonstrating Article I. Apply the rules and

ability to ability to guidelines for building effective
18
effectively effectively interpersonal relationships to
engage engage engage customers
customers customers
________________________________________________________________________________________________________
ASSESSMENT METHODS : Written/Oral examination
Demonstration of practical skills
Direct Observation
METHODOLOGIES : Lecture/Demonstration
Self-pace/Modular
Dual Training System
Distance Learning
Role playing
Peer Teaching / Mentoring
RESOURCES :
EQUIPMENT MATERIALS
Computer with peripherals (for use in audio and Macromedia Flash browser plug-in and
video playback of reference and sample application, updated to the latest version
recordings)
Computer tables and chairs (ergonomic) Video and audio recordings (sample speech
reference recordings)
LCD projector Video and audio recordings (sample contact center
recordings)
White board Need to Add Materials for Blended training
ESL laboratory (optional)
Internet access
Software for office productivity
Internet browser (Google Chrome, Safari, Firefox,
etc. except Internet Explorer) updated to the latest
version
FACILITIES : Lecture Area

Wash Room
Laboratory (cubicle)
Learning Resources/ Storage
Circulation Area
QUALIFICATION OF
INTSTRUCTORS/TRAINERS : Must have completed Trainer’s Methodology
level I (TM I) course
Must be computer literate
Must be physically and mentally fit
________________________________________________________________________________________________________
Must have at least 18 months contact center
experience
Holder of training Certificates in:
-Developing Learning Materials for
eLearning
-Facilitating eLearning session
-Develop Learning Materials
UNIT OF COMPETENCY : PARTICIPATE IN WORKPLACE COMMUNICATION
MODULE TITLE : PARTICIPATING IN WORKPLACE

COMMUNICATION
MODULE DESCRIPTION : This unit covers the knowledge, skills and

attitudes required to gather, interpret and
convey information in response to
workplace requirements.
NOMINAL DURATION : 4 hours
CERIFICATE LEVEL : NC II
PREREQUISITE :
SUMMARY LEARNING OUTCOMES:
Upon completion of this module the students/ trainees will be able to:
Article II. Obtain and convey workplace information
L.O.1. Complete relevant work related documents
L.O.2. Participate in workplace meetings and discussions
________________________________________________________________________________________________________
LO1. OBTAIN AND CONVEY WORKPLACE INFORMATION
ASSESSMENT
CONTENTS CONDITIONS METHODOLOGIES
METHODS
 Parts of Speech The students/trainees  Group  Written test
 Sentence must be provided with the Discussion  Practical/
Construction following:  Interaction performance test
 Effective  Writing materials (pen &  Lecture  Interview
communication paper)  Reportorial
 References (books)
 Manuals
LO2. COMPLETE RELEVANT WORK RELATED DOCUMENTS
ASSESSMENT
METHODS
 Basic mathematics The students/trainees  Group  Written test
 Technical writing must be provided with the Discussion  Practical/
 Types of forms following:  Interaction performance test
 Paper  Lecture  Interview
 Pencils/ ball pen
 References books
 Manuals
LO3. PARTICIPATE IN WORKPLACE MEETING AND DISCUSSION

ASSESSMENT
METHODS
 Sentence The students/trainees must  Group Discussion  Written test
Construction be provided with the  Interaction  Practical/
 Technical writing following:  Lecture performance
 Recording  Paper test
information  Pencils/ ball pen  Interview
 References (books)
 Manuals
UNIT OF COMPETENCY : WORK IN A TEAM ENVIRONMENT

________________________________________________________________________________________________________
MODULE TITLE : WORKING IN A TEAM ENVIRONMENT
MODULE DESCRIPTION : This module covers the knowledge, skills,

and attitudes required to relate in a work
based environment.
CERTIFICATE LEVEL : NC II
PREREQUISITE :
Upon completion of this module, the students/ trainees will be able to:
LO1. Describe and identify team role and responsibility in a team
LO2. Describe work as a team member
________________________________________________________________________________________________________
LO 1. DESCRIBE AND IDENTIFY TEAM ROLE AND RESPONSIBILITY IN A TEAM
ASSESSMENT
METHODS
 Team role The students/trainees  Group  Written test
 Relationship and must be provided with the Discussion/  Observation
responsibilities following: Interaction  Simulation
 Role and  Standard operating  Case studies  Role playing
responsibilities with procedure (SOP) of  Simulation
team environment workplace
 Relationship within a  Job procedures
team  Client/supplier
instructions
 Quality standards
 Organizational or
external personnel
LO2. DESCRIBE WORK AS A TEAM MEMBER
ASSESSMENT
METHODS
 Communication The students/trainees  Group  Observation of
process must be provided with the Discussion/ work activities
 Team structure/team following: Interaction  Observation
roles  SOP of workplace  Case studies through
 Group planning and  Job procedures  Simulation simulation or
decision making  Organization or external role play
personnel  Case studies
and scenarios
________________________________________________________________________________________________________
UNIT OF COMPETENCY : PRACTICE CAREER PROFESSIONALISM
MODULE TITLE : PRACTICING CAREER PROFESSIONALISM
MODULE DESCRIPTION : This module covers the knowledge, skills and

attitudes in promoting career growth and
advancement, specifically to integrate
personal objectives with organizational goals
set and meet work priorities and maintain
professional growth and development.
PREREQUISITE : none
Upon completion of this module, the trainee/student must be able to:
LO1. Integrate personal objectives with organizational goals
LO2. Set and meet work priorities
LO3. Maintain professional growth and development
________________________________________________________________________________________________________
LO1. INTEGRATE PERSONAL OBJECTIVES WITH ORGANIZATIONAL GOALS
ASSESSMENT
METHODS
 Personal The students/trainees  Interactive-  Role play
development-social must be provided with the lecture  Interview
aspects: intra and following:  Simulation  Written
interpersonal  Workplace  Demonstration examination
development  Code of ethics  Self paced
 Organizational goals  Organizational goals instruction
 Personal hygiene  Hand outs and Personal
and practices development-social
 Code of ethics aspects
 CD’s, VHS tapes,
transparencies
LO2. SET AND MEET WORK PRIORITIES
ASSESSMENT
METHODS
 Organizational Key The students/trainees  Interactive  Role play
Result Areas (KRA) must be provided with the lecture  Interview
 Work values and following:  Group  Written
ethical standards  Hand outs on discussion examination
 Company policies on Organizational KRA  Structured
the use and Work values and activity
maintenance of ethics  Demonstration
equipment Company policies
and standards
Sample job targets
 Learning guides
transparencies
LO3. MAINTAIN PROFESSIONAL GROWTH AND DEVELOPMENT
ASSESSMENT
METHODS
 Qualification The students/trainees  Interactive  Demonstration
standards must be provided with the lecture  Interview
 Gender and following:  Film viewing  Written
development (GAD)  Quality standards  Role play/ examination
sensitivity  GAD handouts Simulation  Portfolio
 Professionalism in  CD’s, VHS tapes on  Group assessment
the workplace professionalism in the discussion
 List of professional workplace
licenses  Professional licenses
samples
________________________________________________________________________________________________________
CBC Contact Center Services NC II - 10 -
UNIT OF COMPETENCY : PRACTICE OCCUPATIONAL HEALTH AND
SAFETY
MODULE TITLE : PRACTICING OCCUPATIONAL HEALTH AND

SAFETY
MODULE DESCRIPTION : This module covers the knowledge, skills and

attitudes required to comply with the
regulatory and organizational requirements
for occupational health and safety such as
identifying, evaluating and maintaining
occupational health and safety (OHS)
awareness.
PREREQUISITE : none
LO1. Evaluate hazards and risks
LO2. Control hazards and risks
LO3. Maintain occupational health and safety awareness
________________________________________________________________________________________________________
LO1. EVALUATE HAZARD AND RISK
ASSESSMENT
METHODS
 TLV table The students/trainees  Interactive  Interview
 Philippine OHS must be provided with the lecture  Written
standards following:  Situation examination
 Effects of hazards in  Hand outs on analysis  Simulation
the workplace Philippine OHS  Symposium
 Ergonomics standards  Film viewing
 EGG Regulations Effects of hazards in  Group dynamics
the workplace
Ergonomics
 TLV table
transparencies
LO2. CONTROL HAZARDS AND RISKS
ASSESSMENT
METHODS
 Safety regulations The students/trainees  Interactive  Written
Clean air act must be provided with the lecture examination
Electrical and fire following:  Symposium  Interview
safety code  Hand outs on  Film viewing  Case/ situation
Waste Safety Regulations  Group dynamics analysis
management Clean air act  Self-paced  Simulation
Disaster Electrical and fire instruction
preparedness and safety code
management Waste management
 Contingency Disaster
measures and preparedness and
procedures management
Contingency
measures and
procedures
 OHS personal records
 PPE
transparencies
________________________________________________________________________________________________________
LO3. MAINTAIN OCCUPATIONAL HEALTH AND SAFETY AWARENESS
ASSESSMENT
METHODS
 Operational health The students/trainees  Interactive  Demonstration
and safety must be provided with the lecture  Interview
procedure, practices following:  Simulation  Written
and regulations  Workplace  Symposium examination
 Emergency-related  PPE  Film viewing  Portfolio
drills and training  OHS personal records  Group dynamics assessment
transparencies
 Health record
________________________________________________________________________________________________________
UNIT OF COMPETENCY : APPLY QUALITY STANDARDS
MODULE TITLE : APPLYING QUALITY STANDARDS

attitudes and values needed to apply quality
standards in the workplace. The unit also
includes the application of relevant safety
procedures and regulations, organization
procedures and customer requirements.
CERTIFICATE LEVEL : NC III
PREREQUISITE :
L.O.1. Assess quality of received materials
L.O.2. Assess own work
L.O.3. Engage in quality improvement
________________________________________________________________________________________________________
LO 1. ASSESS QUALITY OF RECEIVED MATERIALS
ASSESSMENT
METHODS
 Reading skills The students/trainees  Lecture-  Hands-on
required to interpret must be provided with the demonstration  Direct
work instruction following:  Self-paced observation
 Workplace standards  Work instructions instruction  Practical
and specifications  Manuals (Operation  Group demonstration
 Procedures in Manual of the company discussion
obtaining and / Manufacturer’s
carrying out work Instruction / Service
instructions Manual)
 Quality checking  Company / Workplace
procedures standards and
 Fault identification specifications
and reporting
 Safety and
environmental
aspects of production
process
 Carry out work in
accordance with
policies and
procedures
LO 2. ASSESS OWN WORK
ASSESSMENT
METHODS
 Communication skills The students/trainees  Lecture-  Hands-on
needed to interpret must be provided with the demonstration  Direct
and apply defined following:  Self-paced observation
work procedures  Organization work instruction  Practical
 Identifying errors procedures  Group demonstration
(deviation from  Manufacturer’s discussion
customer and or Instruction Manual
organization  Customer requirements
requirements)  Other forms
________________________________________________________________________________________________________
LO 3. ENGAGE IN QUALITY IMPROVEMENT
ASSESSMENT
METHODS
 Relevant production The students/trainees  Lecture-  Hands-on
processes, materials must be provided with the demonstration  Direct
and products following:  Self-paced observation
 Safety and  Organization work instruction  Practical
environmental procedures  Group demonstration
aspects of production  Manufacturer’s discussion
processes Instruction Manual
 Critical thinking  Customer requirements
 Quality improvement  Other forms
processes
________________________________________________________________________________________________________
UNIT OF COMPETENCY : PERFORM COMPUTER OPERATION
MODULE TITLE : PERFORMING COMPUTER OPERATION

attitudes and values needed to perform
computer operations which include inputting,
accessing, producing, and transferring data
using the appropriate hardware and software.
PREREQUISITE :
L.O.1. Plan and prepare for task to be undertaken
L.O.2. Input data into computer
L.O.3. Access information using computer
L.O.4. Produce output/data using computer system
L.O.5. Use basic functions of a www-browser to locate information
L.O.6. Maintain computer equipment and systems
________________________________________________________________________________________________________
LO 1. PLAN AND PREPARE FOR TASKS TO BE UNDERTAKEN
ASSESSMENT
METHODS
 Reading and The students/trainees  Lecture-  Hands-on
comprehension skills must be provided with the demonstration  Direct
required to interpret following:  Self-paced observation
work instructions and  Equipment: instruction  Practical
to interpret basic user - 1 unit of computer  Group demonstration
manuals - voltage regulator / UPS discussion
 OH and S principles  Learning Materials:
and responsibilities - Learning Manuals
 Main types of - Work Instruction
computers and basic - Hand-outs
features of different  Supplies / Materials:
operating systems - Operating System
 Main parts of a - Application program
computer
 Storage devices and
basic categories of
memory
 Relevant types of
software
 General security,
privacy legislation
and copyright
LO 2. INPUT DATA INTO COMPUTER
ASSESSMENT
METHODS
 Relevant types of The students/trainees  Lecture-  Hands-on
software must be provided with the demonstration  Direct
 Communication skills following:  Self-paced observation
to identify lines of  Equipment: instruction  Practical
communication, - 1 unit of computer  Group demonstration
request advice, follow - voltage regulator / UPS discussion
instructions and  Learning Materials:
receive feedback - Learning Manuals
 Storage devices and - Work Instruction
basic categories of - Hand-outs
memory  Supplies / Materials:
 Basic ergonomics of - Operating System
keyboard and - Application program
computer user
________________________________________________________________________________________________________
LO 3. ACCESS INFORMATION USING COMPUTER
ASSESSMENT
METHODS
 Business Application following:  Self-paced observation
 System software  Equipment: instruction  Practical
 Basic ergonomics of - 1 unit of computer  Group demonstration
keyboard and - voltage regulator / UPS discussion
computer user  Learning Materials:
- Learning Manuals
- Work Instruction
- Hand-outs
 Supplies / Materials:
- Operating System
- Application program
- Disks
LO 4. PRODUCE OUTPUT/DATA USING COMPUTER SYSTEM
ASSESSMENT
METHODS
 Computer peripherals following:  Self-paced observation
 Storage devices and  Equipment: instruction  Practical
basic categories of - 1 unit of computer  Group demonstration
memory - printer discussion
- voltage regulator / UPS
 Learning Materials:
- Learning Manuals
- Work Instruction
- Hand-outs
- Operating System
- Disks
________________________________________________________________________________________________________
LO 5. USE BASIC FUNCTIONS OF A WWW-BROWSER TO LOCATE
INFORMATION
ASSESSMENT
METHODS
 Web surfing The students/trainees  Lecture-  Hands-on
 Web browsers must be provided with the demonstration  Direct
 Search engines following:  Self-paced observation
 URLS and keywords  Equipment: instruction  Practical
 Links - 1 unit of computer  Group demonstration
 Bookmarking - voltage regulator / UPS discussion
- Learning Manuals
- Work Instruction
- Hand-outs
- Operating System
- Disks
- Paper
LO 6. MAINTAIN COMPUTER EQUIPMENT AND SYSTEMS
ASSESSMENT
METHODS
 Security measures The students/trainees  Lecture-  Hands-on
 Anti-virus software/ must be provided with the demonstration  Direct
programs following:  Self-paced observation
 File Management  Equipment: instruction  Practical
- 1 unit of computer  Group demonstration
- voltage regulator / UPS discussion
- Learning Manuals
- Work Instruction
- Hand-outs
- Operating System
________________________________________________________________________________________________________
UNIT OF COMPETENCY : COMMUNICATE EFFECTIVELY IN ENGLISH FOR
CUSTOMER SERVICE
MODULE TITLE : COMMUNICATING EFFECTIVELY IN ENGLISH

FOR CUSTOMER SERVICE

attitudes and values needed to; analyze
communication process, communicates and
listens actively and use paralanguage
communication cues.
NOMINAL DURATION : 45 hrs.
Upon completion of the module the trainees/students should be able to:
L.O.1. Demonstrate appropriate usage and understanding of words

L.O.2. Apply the rules of basic grammar in verbal communication effectively
L.O.3. Apply the rules of basic communication in customer service effectively
L.O.4. Apply the rules of effective business communication in customer service
________________________________________________________________________________________________________
LO1. DEMONSTRATE APPROPRIATE USAGE AND UNDERSTANDING OF
WORDS
ASSESSMENT
METHODS
 Definition of The students/trainees  Lecture/  Observation and
communication must be provided with the discussion Oral Questioning
 Forms of following:  Practical  Practical
communication  Computer and exercises Demonstration
 Elements of peripherals for  Simulation  Role Play
communication examinations,  Phone
 Communication presentations and simulation
models learning management;  Written
 Barriers to  Appropriate software for evaluation
communication phone simulations, oral
drills, online
assessments etc.;
 Internet connections for
online research,
references, and
assessments
LO2. APPLY THE RULES OF BASIC GRAMMAR IN VERBAL COMMUNICATION

EFFECTIVELY
ASSESSMENT
METHODS
 Subject-verb The students/trainees  Lecture/  Observation and
agreement must be provided with the discussion Oral Questioning
 Verb tenses and following:  Practical  Practical
aspect  Computer and exercises Demonstration
 The uses of peripherals for  Simulation  Role Play
preposition examinations,  Phone
 Sentence sense presentations and simulation
achieving clarity, learning management;  Written
 Modifiers  Appropriate software for evaluation
 Mechanics of voice phone simulations, oral
 Element of speech drills, online
 Table of relationships assessments etc.;
 Projecting confidence  Internet connections for
online research,
 Phonemes
references, and
 Ineffective Filipinisms
assessments
used in English
conversations.
 Vowel and consonant
guide
 Accents
 Standard American
accent
 Types of stress
 Essential of good
________________________________________________________________________________________________________
pronunciation
 Blending, Phrasing
and Intonation
 Good sentence
construction
 Effective expression
 English conditionals
LO3. APPLY THE RULES OF BASIC COMMUNICATION IN CUSTOMER SERVICE

EFFECTIVELY
ASSESSMENT
METHODS
 VOICE The students/trainees  Lecture/  Observation and
o Rate must be provided with the discussion Oral Questioning
o Volume following:  Practical  Practical
o Pitch  Computer and exercises Demonstration
o Tone peripherals for  Simulation  Role Play
 ACCENT examinations,  Phone
o Stress presentations and simulation
learning management;  Written
o Intonation
 Appropriate software for evaluation
o Blending
phone simulations, oral
o Phrasing
drills, online
 Conversational Cues assessments etc.;
online research,
references, and
assessments
LO4. APPLY THE RULES OF EFFECTIVE BUSINESS COMMUNICATION IN

CUSTOMER SERVICE
ASSESSMENT
METHODS
 VOICE The students/trainees  Lecture/  Observation and
o Rate must be provided with the discussion Oral Questioning
o Volume following:  Practical  Practical
o Pitch  Computer and exercises Demonstration
o Tone peripherals for  Simulation  Role Play
 ACCENT examinations,  Phone
o Stress presentations and simulation
learning management;  Written
o Intonation
 Appropriate software for evaluation
o Blending
phone simulations, oral
o Phrasing
drills, online
 Conversational Cues assessments etc.;
online research,
references, and
assessments
________________________________________________________________________________________________________
UNIT OF COMPETENCY : DELIVER QUALITY CUSTOMER SERVICES
MODULE TITLE : DELIVERING QUALITY CUSTOMER SERVICE

attitudes in delivering quality customer services
by applying best practiced call center operations,
responding to and satisfying the customer needs
and providing after-sales support services.
PREREQUISITE :
L.O.1. Demonstrate an understanding and appreciation of the industry work

environment for contact centers, industry expectations for entry-level
contact center agent work, and career opportunities for contact center
agents
L.O.2. Identify and describe the rules and principles for good/complete
customer service and the types of contact center processes
L.O.3. Complete the tasks in the conduct of a customer service delivery
process by applying skills in effective English communication
________________________________________________________________________________________________________
LO1. DEMONSTRATE AN UNDERSTANDING AND APPRECIATION OF THE
INDUSTRY WORK ENVIRONMENT FOR CONTACT CENTERS, INDUSTRY
EXPECTATIONS FOR ENTRY-LEVEL CONTACT CENTER AGENT WORK, AND
CAREER OPPORTUNITIES FOR CONTACT CENTER AGENTS
ASSESSMENT
METHODS
 Types of industry The students/trainees  Lecture/  Observation and
 Types of products and must be provided with the discussion Oral Questioning
services following:  Practical  Practical
 Call center agents  Website of call center exercises Demonstration
performance matrix companies  Simulation/ Role  Simulation/ Role
 Computer with play Play
peripherals  Phone
 Link to professional simulation
BPO organizations (ex.  Written
BPAP, CCAP, evaluation
NASSCOM)
LO2. IDENTIFY AND DESCRIBE THE RULES AND PRINCIPLES FOR

GOOD/COMPLETE CUSTOMER
ASSESSMENT
METHODS
 Data gathering The students/trainees  Lecture/  Observation and
 Different customers must be provided with the discussion Oral Questioning
needs following:  Practical  Practical
 E-services technology  Computer with exercises Demonstration
 Using personal peripherals  Simulation/ Role  Simulation/ Role
computer  Headset play Play
 Professionalism in the  Phone
Workplace simulation
 Interaction with  Written
customers evaluation
 Basic oral and written
communication skills
 Interpersonal skills
 Hold process policy
 Telephone etiquette
________________________________________________________________________________________________________
LO3. COMPLETE THE TASKS IN THE CONDUCT OF A CUSTOMER SERVICE
DELIVERY PROCESS BY APPLYING SKILLS IN EFFECTIVE ENGLISH
COMMUNICATION
ASSESSMENT
METHODS
 Protocols for handling The students/trainees  Lecture/  Observation and
difficult or irate must be provided with the discussion Oral Questioning
customers following:  Practical  Practical
 Process of handling  Computer with exercises Demonstration
customer inquiries peripherals  Simulation/ Role  Simulation/ Role
 Language for dealing  Headset play Play
with customer  Phone
complaints simulation
 Process of handing off  Written
customers to evaluation
supervisors
________________________________________________________________________________________________________
UNIT OF COMPETENCY : DEMONSTRATE ABILITY TO ENGAGE
CUSTOMERS
MODULE TITLE : DEMONSTRATING ABILITY TO ENGAGE

CUSTOMERS

attitudes in using computer properly, managing
files, installing and configuring application
programs, working with the internet and securing
files.
PREREQUISITE :
L.O.1. Apply the rules and guidelines for building effective interpersonal
relationships to engage customers
________________________________________________________________________________________________________
LO1. APPLY THE RULES AND GUIDELINES FOR BUILDING EFFECTIVE
INTERPERSONAL RELATIONSHIPS TO ENGAGE CUSTOMERS
ASSESSMENT
METHODS
 Identification of The students/trainees  Lecture/  Observation In a
computer basic parts must be provided with the discussion simulated
 Basic operation and following:  Practical environment
function of PC  A personal or networked exercises  Oral Questioning
software and computer  Simulation  Practical
hardware.  Internet access Demonstration
 PC hardware and  Basic system software  Written exam/
peripheral devices evaluation
proper connection.
 Safety measures
 Procedure in starting
the computer.
 Keyboard layout and
functions
 Operating System
features
 Online help functions
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Course Design: CBC Contact Center Services NC II - 1

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Course Design: CBC Contact Center Services NC II - 1

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COURSE DESIGN

COURSE TITLE : CONTACT CENTER SERVICES

NOMINAL DURATION : 144 Hours

COURSE DESCRIPTION : This course is designed to develop the basic and

 Must have completed at least 10 years basic

1. Participate in 1.1. Participating in 1.1.1. Obtain and convey

2. Work in a team 2.1. Working in a 2.1.1. Describe and identify team

3. Practice career 3.1. Practicing 3.1.1. Integrate personal

4. Practice 4.1. Practicing 4.1.1. Evaluate hazard and risks

1. Apply Quality 1.1 Applying quality 1.1.1. Assess quality of received

2. Perform 2.1 Performing 2.1.1. Plan and prepare for task to

1. Communicate 1.1. Communicati 1.1.1. Demonstrate appropriate

2. Perform 2.1 Performing 2.1.1. Demonstrate an

3. Demonstrate 3.1. Demonstrating Article I. Apply the rules and

FACILITIES : Lecture Area

UNIT OF COMPETENCY : PARTICIPATE IN WORKPLACE COMMUNICATION

MODULE TITLE : PARTICIPATING IN WORKPLACE

MODULE DESCRIPTION : This unit covers the knowledge, skills and

NOMINAL DURATION : 4 hours

SUMMARY LEARNING OUTCOMES:

Article II. Obtain and convey workplace information

L.O.1. Complete relevant work related documents

L.O.2. Participate in workplace meetings and discussions

LO2. COMPLETE RELEVANT WORK RELATED DOCUMENTS

LO3. PARTICIPATE IN WORKPLACE MEETING AND DISCUSSION

UNIT OF COMPETENCY : WORK IN A TEAM ENVIRONMENT

MODULE DESCRIPTION : This module covers the knowledge, skills,

NOMINAL DURATION : 4 hours

SUMMARY LEARNING OUTCOMES:

LO1. Describe and identify team role and responsibility in a team

LO2. Describe work as a team member

LO2. DESCRIBE WORK AS A TEAM MEMBER

MODULE TITLE : PRACTICING CAREER PROFESSIONALISM

MODULE DESCRIPTION : This module covers the knowledge, skills and

NOMINAL DURATION : 5 hours

SUMMARY LEARNING OUTCOMES:

Upon completion of this module, the trainee/student must be able to:

LO1. Integrate personal objectives with organizational goals

LO2. Set and meet work priorities

LO3. Maintain professional growth and development

LO2. SET AND MEET WORK PRIORITIES

LO3. MAINTAIN PROFESSIONAL GROWTH AND DEVELOPMENT

MODULE TITLE : PRACTICING OCCUPATIONAL HEALTH AND

MODULE DESCRIPTION : This module covers the knowledge, skills and

NOMINAL DURATION : 5 hours

SUMMARY LEARNING OUTCOMES:

Upon completion of this module, the trainee/student must be able to:

LO1. Evaluate hazards and risks

LO2. Control hazards and risks

LO3. Maintain occupational health and safety awareness

LO2. CONTROL HAZARDS AND RISKS

MODULE TITLE : APPLYING QUALITY STANDARDS

MODULE DESCRIPTION : This module covers the knowledge, skills,

NOMINAL DURATION : 8 hours

CERTIFICATE LEVEL : NC III

SUMMARY LEARNING OUTCOMES:

Upon completion of this module, the trainee/student must be able to:

L.O.1. Assess quality of received materials

L.O.2. Assess own work

L.O.3. Engage in quality improvement

LO 2. ASSESS OWN WORK

MODULE TITLE : PERFORMING COMPUTER OPERATION

MODULE DESCRIPTION : This module covers the knowledge, skills,