TECHNOLOGY AND LIVELIHOOD EDUCATION

GRADE 10 - CONTACT CENTER SERVICES

QUARTER 2 - WEEK 6
RUTH E TIDOY
Author
MILES CUNANAN
Illustrator

DELIVERING QUALITY CUSTOMER SERVICES

Competency

Describe the functions and processes involved in a BPO/Call

Center industry.

To The Learners

The following is advised to get the maximum out of studying this module:

1. Read and follow the instructions on every part of this module.

2. Attend the online class to get better understanding of the lesson.
3. Ask question from your facilitator for clarification.
5. Honestly answer the pre-test and post-test.
6. Perform diligently all the tasks in the activity.
7. Think about your future. Think about a better tomorrow for yourself and your
family.

Expectations
At the end of this module, you are expected to:

1. Identify performance metrics implemented in contact center services.

2. Be familiar with the acronyms used in rating the performance of contact
center agents.
 Pre-Test
DIRECTIONS: Identify the call center metrics described in the statements below.
Write the letter of the correct answer in your answer sheet.

1. It refers to how well agents accomplish their tasks, especially their primary
function of customer contact.
2. It measures how effective the agents are in the use of their time and how
efficient they are in maintaining the balance of the various aspects of their
jobs.
3. These are elements that should be included or are present in every call by
every representative.
4. It intends to measure a customer's satisfaction with the service received,
which is usually expressed as a percentage between 0 and 100, with 100%
as completely satisfied customer rating.
5. This evaluation is done by listening to calls and following the criteria listed in
the monitoring form.
6. It tracks the length of time a customer is on the phone. It is usually
measured in minutes and exclusive of any pre-call preparation or post-call
documentation, typically referred to as ‘wrap’.
7. It refers to tracking the average amount of time spent resolving customer
issues.
8. This refers to the frequency with which issues are to be brought up to higher
levels of management in the course of supporting our customers
9. It includes building rapport with the customer, handling challenges
effectively, and using empathy as appropriate. When measuring objectives,
the representative assesses how well they were met.
10. It is on top of the list for many organizations when it comes to the
metrics they are tracking resolving issues as quickly as possible

____________________________________________________________________________
TLE 10 – CONTACT CENTER SERVICES AUTHOR: RUTH E. TIDOY
Quarter 2-Week 6 ILLUSTRATOR: MILES CUNANAN
Looking Back
DIRECTIONS: Write the letter of the best answer on your answer sheet.

1. It is system is being carried out online with the data being held at a third
party’s premises and accessed via the web. This type of BPO is a means to
save physical office space so one may retrieve information quickly and easily.
A. Accounting C. Procurement
B. B. Document Management D. Software Development
2. It involves managing requests for information or proposals and
recommending the best potential suppliers, selecting suppliers, and
issuing/managing legal contracts.
A. Accounting C. Procurement
B. Document Management D. Software Development
3. It is a subset of BPO which is a centralized office that facilitates large
amounts of inbound and outbound telephone calls
A. Accounting C. Document Management
B. Call Center D. Software Development
4. Software development, data entry, programming, and web development
services are examples of services under _________.
A. Business Process Outsourcing
B. Customer Relationship Management Enabled Services
C. Information Technology
D. Knowledge Process Outsourcing
5. It refers to the ability to actively listen, question appropriately, provide
feedback, and use the skills outlined to build customer relationships.
A. Business acumen C. Interpersonal communication
B. Cross selling D. Change management

____________________________________________________________________________
TLE 10 – CONTACT CENTER SERVICES AUTHOR: RUTH E. TIDOY
Quarter 2-Week 6 ILLUSTRATOR: MILES CUNANAN
 Brief Introduction
Quality customer service is a high level of service attained when an industry
satisfies the unique set of customer needs. This is achieved through the words and
tone you use in dealing with customers. Your choice of words and the manner of
delivery (tone and volume) suggests feelings that customers interpret positively or
negatively. A sincere and positive approach as reflected in your conversation would
generate a positive emotion thereby contributing to quality customer service.

Generally speaking, we practice quality customer service for the following

reasons:
• When customers want to know basic questions about their account.
• When customers cannot understand the product or services they subscribed
to.
• When customers are having difficulties with a product or service
• When customers are frustrated and irate with the product or service

Understanding the customer needs is a key to quality customer service.

To assess the quality of performance or service being done by an employee, call

center managers use a set of standard measuring tools and procedures, in the
same way that your teachers check your performance in school to maintain
quality learning. This is essential if the company wants to maintain a certain level
of service quality.

Performance Metrics
Call center managers use metrics which is a set of measurements to quantify
performance and results.
There are two types of call center performance metrics: productivity metrics
and quality metrics.
Call centers monitor both quantitative and qualitative aspects of calls answered
by employees.
Quantitative refers to calls per hour, average call time, time between calls, etc.
Qualitative, on the other hand refers to content, style, adherence to policies etc.

Productivity Metrics
In Call Centers, this measure how effective agents are in using their time and how
efficient they are in maintaining the balance of the various aspects of their jobs.

Tracking Call Center Metrics.

a. Average Call Duration (ACD) tracks the length of time a customer is on the
phone. It is usually measured in minutes and exclusive of any pre-call
preparation or post-call documentation, referred to as “wrap”. Measuring
the duration of a call is a means to improve the efficiency of the service,
thereby improving the customer satisfaction while controlling cost at the
same time.
____________________________________________________________________________
TLE 10 – CONTACT CENTER SERVICES AUTHOR: RUTH E. TIDOY
Quarter 2-Week 6 ILLUSTRATOR: MILES CUNANAN
b. Call Quality attempts to determine customer satisfaction with the support
received by phone. Unless one listens to both sides of a conversation,
however, it is impossible to know whether customers are receiving the type
of quality service that includes accurate information, adherence to
professional communication standards, and the feeling of being valued by
the company.
Criteria In Which Call Center Agents Are Evaluated
1. Standard criteria- are those elements that should be included or
“standard” in every call, by every representative (e.g., include
opening the call with the appropriate greeting and asking customers
if there are any other issues with which they need assistance).
2. Objective criteria- include elements such as building rapport with
customers and using proactive, and service-oriented language
c. Customer Service Satisfaction Score (CSAT) intends to measure a
customer's satisfaction with the received service.
d. Escalation Rate In an actual call center interaction, we know that some
issues will need to be brought up to higher levels of management in the
course of supporting our customers. Keeping the escalation rate low helps
boost customer confidence in our products, service, and company, and
supports overall customer satisfaction.
Reasons for Escalation
• the customer realizes that the representative does not have the
authority or knowledge required to resolve the problem,
• the customer has become angry, and speaking to someone of higher
authority will be a prerequisite to calming this customer down.

Preventive Steps
• making sure that all representatives have adequate technical training
and customer handling skills.
• teaching team members how to project confidence when dealing with
customers.
• illustrating the difference between confidence and arrogance, making
sure all representatives know how and where to draw the line
between these two very different ways of dealing with a customer.
e. First Call/Contact Resolution (FCR) Customers who avail such service/s as
billing, account status, product information, technical assistance, among
others, would want their inquiries be answered as quickly as possible.
Companies share this goal, as faster resolution equates to lower support
costs.
f. Resolution Time (Time – to – Resolution or TTR) Resolution time (or TTR for
time-to-resolution) helps organizations track the average amount of time
spent in resolving customer issues.

Factors Contributing to TTR.

• communication skills and technical expertise of both the
representative and the customer;
• access to relevant resources of the representative and his/her
troubleshooting skills; and

____________________________________________________________________________
TLE 10 – CONTACT CENTER SERVICES AUTHOR: RUTH E. TIDOY
Quarter 2-Week 6 ILLUSTRATOR: MILES CUNANAN
 • caseload of the representative and his/ her diligence in following up
with customers play into the equation.
1. Quality Metrics refer to how well agents accomplish their tasks, especially
their primary function of customer contact.
Categories of Quality Metrics
a. Standards describe the minimum acceptable level of performance for
all agents.
b. Objectives. Objectives are qualitative. They describe something that
will be accomplished to different degrees depending on the agent’s
skill level and on the unique properties of the call, email, or chat
session.

Activities
Activity 1.1 Call Center Metrics Acronyms

DIRECTIONS: Write the complete terms for the following acronyms in your answer
sheet..

1. ACD
2. CSAT
3. TTR
4. QA
5. FCR

Activity 1.2 Life in the Call Center

Below are some video clips which will take you to the world of a call center agent.
Watch each one and observe it carefully.
1. URL: http://www.youtube.com/watch?v=kudxLVJRmM0

____________________________________________________________________________
TLE 10 – CONTACT CENTER SERVICES AUTHOR: RUTH E. TIDOY
Quarter 2-Week 6 ILLUSTRATOR: MILES CUNANAN
 2. URL:http://www.youtube.com/watch?v=-Xhy9V7V-90

DIRECTIONS: After watching the video, write down your observations in your
answer sheet about the following:
1. reasons why they took the call center job
2. advantages of being a call center representative
3. economic implications of the BPO industry
4. ways and means of maintaining quality call center service

____________________________________________________________________________
TLE 10 – CONTACT CENTER SERVICES AUTHOR: RUTH E. TIDOY
Quarter 2-Week 6 ILLUSTRATOR: MILES CUNANAN
 Remember

Quantitative metrics refers to calls per hour, average call time, time between calls,
etc.
Qualitative refers to content, style, adherence to policies etc.

Productivity Metrics measure how effective agents are in using their time and how
efficient they are in maintaining the balance of the various aspects of their jobs.

Average Call Duration (ACD) tracks the length of time a customer is on the phone.

Call Quality attempts to determine customer satisfaction with the support received
by phone.

Standard criteria are those elements that should be included or “standard” in every
call, by every representative

Objective criteria include elements such as building rapport with customers and
using proactive, and service-oriented language

Customer Service Satisfaction Score (CSAT) intends to measure a customer's

satisfaction with the received service.

Escalation Rate bringing up issues to higher levels of management in the course of

supporting the customers. First Call/Contact Resolution (FCR) Customers who
avail such service/s as billing, account status, product information, technical
assistance, among others, would want their inquiries be answered as quickly as
possible. Companies share this goal, as faster resolution equates to lower support
costs.

Resolution Time (Time – to – Resolution or TTR) Resolution time (or TTR for time-
to-resolution) helps organizations track the average amount of time spent in
resolving customer issues.

Quality Metrics tells how well agents accomplish their tasks, especially their
primary function of customer contact.

____________________________________________________________________________
TLE 10 – CONTACT CENTER SERVICES AUTHOR: RUTH E. TIDOY
Quarter 2-Week 6 ILLUSTRATOR: MILES CUNANAN
Post-Test

DIRECTIONS: Identify the call center metrics described in the statements below.
Write the letter of the correct answer in your answer sheet.

1. It refers to how well agents accomplish their tasks, especially their primary
function of customer contact.
2. It measures how effective the agents are in the use of their time and how
efficient they are in maintaining the balance of the various aspects of their
jobs.
3. These are elements that should be included or are present in every call by
every representative.
4. It intends to measure a customer's satisfaction with the service received,
which is usually expressed as a percentage between 0 and 100, with 100%
as completely satisfied customer rating.
5. This evaluation is done by listening to calls and following the criteria listed in
the monitoring form.
6. It tracks the length of time a customer is on the phone. It is usually
measured in minutes and exclusive of any pre-call preparation or post-call
documentation, typically referred to as ‘wrap’.
7. It refers to tracking the average amount of time spent resolving customer
issues.
8. This refers to the frequency with which issues are to be brought up to higher
levels of management in the course of supporting our customers
9. It includes building rapport with the customer, handling challenges
effectively, and using empathy as appropriate. When measuring objectives,
the representative assesses how well they were met.
10. It is on top of the list for many organizations when it comes to the
metrics they are tracking resolving issues as quickly as possible

____________________________________________________________________________
TLE 10 – CONTACT CENTER SERVICES AUTHOR: RUTH E. TIDOY
Quarter 2-Week 6 ILLUSTRATOR: MILES CUNANAN
 Reflection
Call Center Simulation
DIRECTIONS: Imagine that you will be subscribing to an Internet Service Provider
(ISP). Reflect on your possible expectations if for example, you were able to avail of
their service.
1. On the first column, list down the possible reasons which you think would
require you to call on their customer support service.
2. On the second column, write your expected response that would satisfy your
problem.
3. On the third column, write down a response that would probably cause
dissatisfaction on your part as the customer. Expected Service of an Internet
Service Provider
1. ex. Connection reliability
2. ___________________________________
3. ___________________________________

Possible Problems
Encountered with the Satisfied Customer Dissatisfied Customer
Service
1.

2.

3.

References
TLE_ICT_CCS_GRADE_10_LM pp 174 - 183

URL: http://www.youtube.com/watch?v=kudxLVJRmM0

URL:http://www.youtube.com/watch?v=-Xhy9V7V-90

____________________________________________________________________________
TLE 10 – CONTACT CENTER SERVICES AUTHOR: RUTH E. TIDOY
Quarter 2-Week 6 ILLUSTRATOR: MILES CUNANAN
____________________________________________________________________________
TLE 10 – CONTACT CENTER SERVICES AUTHOR: RUTH E. TIDOY
Quarter 2-Week 6 ILLUSTRATOR: MILES CUNANAN