GRADE 7 TLE – INFORMATION AND COMMUNICATIONS TECHNOLOGY

Contact Center Services (CCS) NC II

Lesson 1: USE OF TOOLS AND EQUIPMENT

NAME: Kaiser Aaron M.Gana TEACHER: Lemuel Salibio

SECTION: NARRA WEEK 1 May 17 - 21, 2021

ACTIVITY 1
DIRECTION: Encircle the tools and equipment used in Contact Center Services and describe how it will be used in the
Contact Center. Use shapes in Insert tab to encircle the words.

4
1

COMPUTER

HEADSET

DIALER

SERVER

TELEPHONE
 ACTIVITY 2
DIRECTION: Name the tools or equipment shown below. Type your answer below each photo.

1. 2. 3. 4. 5.

UPS cellphone Server Computer Table telephone

6. 7. 8. 9. 10.

Web camera Fax machine modem Hub Desktop computer

ACTIVITY 3
DIRECTION: Answer the following question and type it on the box below. (5 points each)

1. What are the tools and equipment used in Contact Center Services?

Desktop, computers, or laptops.

USB headsets and microphones.
Data Handler.
Software to maintain call records.
Voice Over Internet Protocol (VOIP)
The need for predictive dialers.
Automatic Call Distributor (ACD)
Workforce Management Tools.v

2. What is the importance of getting familiar with these tools and equipment as a CCS practitioner?

• Presentation software
• Web browsers
• Multimedia software
• Education and reference software
• Graphics software
• Spreadsheet software
• Database software
• Word processing software
• Graphics software
• Database software
• Spreadsheet software
 ASSESSMENT

DIRECTION: Match items in Column A with Column B. Type the letter that corresponds to your answer on the box
before each number.

A B
1. It captures either still pictures or motion video, and with the A. Computer system Unit
B aid of software, can transmit its video on the Internet in real- B. Web Camera
time. C. Hub
2.The most basic networking device that connects multiple D. Dialer
D E. Internet Subscription
computers or other network devices together.
F 3. It transmits graphics or text over the phone line. F. Telephone
4. It is the metal and plastic box that contains the main G. UPS
O H. Server
components of the computer.
5. A software or hardware device that accepts and responds to I. Headset
M J. Fax
requests made over a network.
6. A hardware device that connects to a telephone or computer K. UPS
E that allow the user to talk and listen while keeping their hands L. Voice Recorder
free. M. Modem
D 7. An application that automates outbound calls. N. IVRS
O. Computer Table
J 8. A service that gives end users access to the Internet.
9. A hardware device that provides a backup power source in case
A
of a power outage.
10. A device that converts analog audio into electrical signals that
N
can be transferred to other telephone users.
11. It is an automated telephony system that interacts with
H callers, gathers information and routes calls to the appropriate
recipients.
12. A hardware device that connects a computer or router to a
K
broadband network.
13. Any device and application software capable of recording a
L
voice.
14. It provides enough power for a computer(s) to shut down
C
properly or remain functional during the outage
15. It is a furniture piece that is designed specifically as table for
G
computer and its peripherals.