GRADE 12 School Sapang Bato National High School Grade Level and Section Grade 12

DAILY Contact Center Services NC

LESSON Teacher Charliemagne Z. Fiel Learning Area
II
LOG Teaching Dates and Time Week 3 (April 11 - April 15, 2022) Quarter Fourth

Session 1 Session 2 Session 3 Session 4

Objectives must be met over the week and connected to the curriculum standards. To meet the objectives, necessary procedures must be followed and if needed, additional lessons, exercises
I. OBJECTIVES and remedial activities may be done for developing content knowledge and competencies. These are assessed using Formative Assessment strategies. Valuing objectives support the learning of
content and competencies and enable children to find significance and joy in learning the lessons. Weekly objectives shall be derived from the curriculum guides.
1. The learners demonstrate 1. The learners demonstrate 1. The learners demonstrate an understanding of 1. The learners demonstrate an
an understanding of concepts an understanding of concepts and principles in delivering quality customer understanding of concepts and
A. Content Standards and principles in delivering concepts and principles in services principles in delivering quality
quality customer services delivering quality customer customer services
services
The learners shall be able to The learners shall be able to The learners shall be able to demonstrate appropriate The learners shall be able to
demonstrate appropriate demonstrate appropriate approaches in delivering quality customer services in demonstrate appropriate approaches
B. Performance approaches in delivering approaches in delivering accordance with call-center industry policies in delivering
Standards quality customer services in quality customer services in quality customer services in
accordance with call-center accordance with call-center accordance with call-center industry
industry policies industry policies policies
Demonstrate understanding Demonstrate understanding Demonstrate understanding of the Demonstrate understanding of the
of the of the BPO/Call Center industry BPO/Call Center industry
BPO/Call Center industry BPO/Call Center industry 1.1 Describe the BPO/ Call Center Industry 1.2 Describe the basic services
C. Learning 1.1 Describe the BPO/ Call 1.2 Describe the basic TLE_ICTCC9-12QSIIIa-c-1 related to customer service, sales,
Competencies/ Center Industry services and technical support within BPO/ Call
Objectives (Write the TLE_ICTCC9-12QSIIIa-c-1 related to customer service, Center industry
LC Code) sales, and technical support TLE_ICTCC9-12QSIIIa-c-1
within BPO/ Call Center
industry
TLE_ICTCC9-12QSIIIa-c-1
Content is what the lesson is all about. It pertains to the subject matter that the teacher aims to teach. In the CG, the content can be tackled in a week or two.
KAMUSTAHAN (Setting PRE-TEST Lesson 1: Lesson 1:
Learners Mood) 1. Types of industry 3. Types of products and services
II. CONTENT Psychosocial Support 2. Business Process Outsourcing 4. Call center agents performance
House Rules matrix

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 III. LEARNING List the materials to be used in different days. Varied sources of materials sustain children’s interest in the lesson and in the learning. Ensure that there is a mix of concrete and manipulative
RESOURCES materials as well as paper-based materials. Hands-on learning promotes concept development.
Contact Center Services 4th
A. References
Quarter Lesson
1. Teacher’s Guide
pages
2. Learner’s Material
pages
3. Textbook pages
4. Additional
Materials from
Learning Resource
portal
https://roicallcentersolutions.com/customerservice/
B. Other Learning https://www.nice.com/guide/wfo/
the-different-types-of-call-centers-what-call-centers-
Resources agent-performance-metrics
can-do-for-you/
Session 1 Session 2 Session 3 Session 4
These steps should be done across the week. Spread out the activities appropriately so that the students will learn well. Always be guided by demonstration of learning by the students which you
IV. PROCEDURES can infer from formative assessment activities. Sustain learning systematically by providing students with multiple ways to learn new things, practice their learning, question their learning
processes and draw conclusions about what they learned in relation to their life experiences and previous knowledge. Indicate the time allotment for each step.
(2 mins) (2 mins) (5 mins) (5 mins)
A. Reviewing previous Teacher welcomes the class Teacher welcomes the class Teacher reviews questionnaire from the Pre-Test. Teacher reviews presentations from
lesson or presenting a and introduces himself/herself and distributes Pre-Test Teacher explains that this session will be for the last session. Class discusses what
new lesson (specialization, background, Questionnaire and give out Introduction of Different types of Call Center they have learned from the
credentials). instructions presentations.
Customers are essential for a business. Indeed, it Call Center Agent Performance
could be said that without customers, there would be Metrics Measure Success
no business. Thus, an important question for almost
any business is: How do you balance costs and How does the call center know that it
provide a great customer experience at the same provides high-quality services? It’s
B. Establishing a time? tempting to believe your team is
purpose for the lesson operating at peak performance and
For many organizations, the answer is to use a call delivering exceptional service, but is
center. More and more companies, from small and there a way to measure it? Better still,
mid-sized businesses to large corporations like is there a way to prove the level of
Microsoft and Ford, are outsourcing their call center quality your teams deliver?
services. They will use call centers for various needs

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 that can benefit both the business and their
customers. To see if call center outsourcing could
benefit your business, take a look at the types of call
centers and the services they offer.

C. Presenting
examples/instances of
the new lesson

D. Discussing new
concepts and
practicing new skills #1

E. Discussing new
concepts and
practicing new skills #2

F. Developing mastery
(Leads to Formative
Assessment)
G. Finding practical
applications of
concepts and skills in
daily living
H. Making
generalizations and
abstractions about the
lesson
.
I. Evaluating learning
J. Additional activities
for application or
remediation

V. REMARKS

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 Reflect on your teaching and assess yourself as a teacher. Think about your students’ progress this week. What works? What else needs to be done to help the students learn? Identify what help
VI. REFLECTION your instructional supervisors can provide for you so when you meet them, you can ask relevant questions.
A. No. of learners who earned
80% on the formative
assessment

B. No. of learners who require

additional activities for
remediation

C. Did the remedial lessons

work? No. of students who
caught up with the lesson

D. No. of learners who continue

to require remediation

E. Which of my teaching
strategies work well? Why did
these work?

F. What difficulties did I

encounter which my principal or
supervisor help me solve?
G. What innovation or localized
materials did I use/discover
which I wish to share with other
teachers?

Prepared by: Checked by: Noted by:

Charliemagne Z. Fiel Erika Delos Santos Abdon D. Aguilar

Teacher II Grade Level Coordinator Asst. School Principal II

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