DAILY LESSON LOG (DLL) FOR GRADE 11
School: Dumaguete City National High School
Learning Area: ICT – Contact Center Services
I. OBJECTIVES
A. Content Standard
B. Performance Standard
C. Learning
Competencies/Specific
Objectives
II.CONTENT
III. LEARNING RESOURCES
A. References
B. Other Learning Resources
IV. PROCEDURE
A. Presenting the New Lesson
B. Establishing a Purpose for
the Lesson
C. Presenting Instances or
Examples of the New
Lesson
D. Discussing New Concepts
Teacher: Mr. Junrey R. Belando Teaching Date and Time:
Grade Level: 11 Quarter: 1st Principal: Dr. Alden A. Rabina
The learners demonstrate an understanding of concepts and principles in delivering quality customer services.
The learners shall be able to demonstrate appropriate approaches in delivering quality customer services in accordance with call center
industry policies.
Demonstrate understanding of the BPO/Call Center industry
TLE_ICTCC9-12QS-IIIac-1
At the end of the lesson, the students should be able to:
1. Explain the different parts of the call flow;
2. State the importance of applying skills in providing the best customer experience; and
3. Perform a call simulation as the customer and as the agent.
The Call Center Call Flow
Google, MODULE 3, Contact Center Servicing Learner Material
Call Flow Power Point; Sample Call Script; Video clip of a call center agent; Sound System
Role Playing
What is your definition of excellent customer service experience? Answer this question in a form of role play. One group portrays a real
life situation of excellent customer service experience while the other group portrays a real life experience of bad customer service
experience.
Processing: Compare the two situations, which among the situations would you like to experience if you were the customer?
Explain the process how a customer calls—how many minutes they usually wait for the queue. Connect it to the need of customer service
associates to handle each call personally and carefully.
Present a short video clip of a call center agent handling a call.
Ask students to analyze how the agent addressed the customer. Ask the agent’s name, company name, customer’s name, reason for the
call and resolution.
Discuss the call flow using the previous video.
Interactive Lecture using the PowerPoint on the Call Flow.
 Ask students to give their own scripts corresponding to the call flow.
Practice:
Have students read their own work.
E. Making Generalizations Ask the students to identify the different parts of the call flow.
and Abstractions About Ask them to state the importance of applying skills in providing the best customer experience.
the Lesson
F. Evaluating Learning Practicum:
Each student will be asked to play as a customer following the script. They may go beyond the script. They will be graded according to
the tone of their voice, communication skills and willing ness to help.
G. Additional Activities for Ask students to compose their own call center script and be ready to present next meeting with a partner. Record their voices and
Application or observe proper pronunciation.
Remediation
H. Remarks Continue with the practicum and once practicum is completed, proceed with the next topic.
I. Reflection Each student us unique. I can make sure that each student’s interest in the lesson is acquired if I connect the lesson to their daily lives. The
ICT also play a very important factor in the delivery of the lesson. These equipment should be prepared prior to the actual lesson.

Prepared by:
Checked by:
JUNREY R. BELANDO
SHS Teacher MR. FRITZ Z. DIVINO
TVL Coordinator