BUDGET OF WORK

K to 12 BASIC EDUCATION CURRICULUM

JUNIOR HIGH SCHOOL TECHNICAL LIVELIHOOD EDUCATION AND SENIOR HIGH SCHOOL - TECHNICAL-VOCATIONAL-
LIVELIHOOD TRACK INFORMATION AND COMMUNICATIONS TECHNOLOGY – CONTACT CENTER SERVICES
(160)
GRADE LEVEL: Grade 9
SUBJECT: CONTACT CENTER SERVICES
QUARTER: 1-4

Specific No.
Quarter Content Standards Performance Standards Duration Code
of Days
Introduction The learners The learners... shall The learners…
1. Relevance of the demonstrate an be able to 1. Discuss the relevance of
course understanding of demonstrate the course
concepts, underlying competencies in
2. Concepts and core theories, and core Contact Center Services as 2. Explain concepts, theories,
competencies competencies in prescribed by the TESDA and core competencies in
in Contact Center Services Contact Training Regulation Contact Center Services
Center Services
3. Career opportunities 3. Explore on opportunities
for Contact Center Services
as a career

QUARTER 1 The learners The learners... shall LO 1. Recognize PECs TLE_PECS9-12-I0-1

LESSON 1: PERSONAL demonstrate an be able to needed in Contact Center
ENTREPRENEURIAL understanding of one’s recognize his/her PECs and Services
COMPETENCIES PECs in Contact Center prepare an activity plan that
(PECS) Services aligns with that of a 1.1 Assess one’s PECs:
1. Assessment of practitioner/ entrepreneur in characteristics, attributes,
Personal Competencies Contact Center Services lifestyle, skills, traits 10 days
and Skills (PECs)
vis-à-vis a practicing 1.2 Assess practitioner’s:
entrepreneur/ characteristics, attributes,
employee in lifestyle, skills, traits
locality/town.
1.1 Characteristics
1.2 Attributes
1.3 Lifestyle 1.3 Compare one’s PECs
1.4 Skills with those of a practitioner
1.5 Traits /entrepreneur

2. Analysis of PECs in 1.4 Align one’s PECs with

relation to a practitioner those of a
practitioner/entrepreneur
3. Align, strengthen,
and develop
ones PECs based on the
results

LESSON 2: The learners... The learners... LO 1. Recognize and TLE_EM9-12-I0-1

ENVIRONMENT demonstrate an shall be able to create a understand the market in
AND MARKET (EM) understanding of business vicinity map Contact Center Services
environment and reflective of a potential
1. Market (Town) market in Contact market in Contact Center 1.1 Identify the players/
Center Services in Services a locality/town competitors within the town
2. Key concepts of one’s locality/town. 10 days
Market 1.2 Identify the different
products/services available
3. Players in the in the market
market
(Competitors)

4. Products and
services available in
the market

5. Market (Customer) LO 2. Recognize the potential TLE_EM9-12-I0-2

customer/
market in Contact
6. Key concepts of Center Services
identifying and
understanding the 2.1 Identify the profile of
consumer potential customers
10 days
7. Consumer Analysis 2.2 Identify the
through: customer’s needs and
7.1 Observation wants through
7.2 Interviews consumer analysis
7.3 FGD
7.4 Survey 2.3 Conduct
consumer/market
analysis

QUARTER 2 The learners... The learners ... shall LO 1. Apply computer basic TLE_ICTCC
LESSON 3: PERFORM demonstrate an be able to operation procedures 9- 12CO-Ia-j-
BASIC COMPUTER understanding of demonstrate skills in basic 1
OPERATIONS AND concepts and computer operations and 1.1 Observe OHS policies
INTERNET principles of basic internet navigation and procedures in computer
NAVIGATION (CO) computer operations operation and internet
and internet navigation in accordance with
1. Safety measures navigation requirements

2. Basic computer 1.2 Check basic

parts peripheral
devices based on proper
3. Connection of PC connection 10 days
hardware and peripheral
devices 1.3 Start computer
according to logon
4. Keyboard layout procedures
and functions 1.4 Access operating
5. Basic PC hardware system
and software operation features and functions
and function
6. Computer start-up 1.5 Use available online help
procedures functions

7. Operating system
features

8. Online help
functions
9-12. Application LO 2. Install, configure, TLE_ICTCC
programs and work with application 9- 12CO-IIa-
installation procedure program j-2

10. Installed programs 2.1 Configure software

configuration settings according to the
given task
11. Searched features of a
program 2.2 Manipulate features of
application programs
12. Online help of a
program 2.3 Select appropriate 20 days
software in accordance with
the given task

2.4 Open destination of file

directory

2.5 Search files and

documents using the
online help of a Program

QUARTER 3 LO 3. Organize and 40 days TLE_ICTCC9-

13. Hard drive and file manipulate files 12CO-IIIa-b-3
concepts
3.1 Identify files in a
14. File saving and
retrieving
 directory/folder according to
15. Finding relevant types and usage
information
3.2 Save documents with file
16. Software names according to the
features/utilities requirement

3.3 Manipulate files

according to the set
procedures

3.4 Restore deleted files

using the standard utility

3.5 Locate files/

information using
the standard features/ utility

17. Internet application LO 4. Work with Internet TLE_ICTCC9-

program installation 12CO-IIIc-g-4
4.1 Identify Installed
18. Internet software Internet application
programs and state
19. Terms and according to their
definitions purposes

20. Search Engine 4.2 Demonstrate Internet

software on how it can be use
21. E-mail Sending and offline
retrieving
4.3 Define relevant terms
22. Internet and use correctly 20 days
connection
4.4 Identify potential
security risks
23. Internet protocols 4.5 Search files and
and data types documents in related
links using search
24. Privacy and security engines
measures related to online
tasks 4.6 Follow procedures in
configuring privacy and
security measures to online
task

4.7 Manipulate e-mail

messages based on
requirements

4.8 Retrieve files

attached to
incoming e-mails

25. Safety measures LO 5. Log off from a 20 days TLE_ICTCC

computer 9- 12CO-IIIh-
26. Preventive 5
measures for 5.1 Observe OHS policies
computer viruses and procedures in turning off
the
27. Closing the files computer in accordance with
and programs the SOP

28. Procedure in 5.2 Update installed

closing the firewall protection and
computer antivirus software
5.3 Scan removable storage
devices using antivirus
software before opening any
files/ applications
 5.4 Save file based on
proper procedures

5.5 Close all application

programs

5.6 Shut down the

computer based on
proper procedures

5.7 Shut down computer and

peripheral devices

QUARTER 4 The learners The learners... shall LO 1. Apply knowledge of 10 days TLE_ICTCC9-
LESSON 4: demonstrate an be able to common cultural variables 12GC-IVa-c-1
UNDERSTANDING understanding of demonstrate skills in and
OF LOCAL AND concepts and principles apply an understanding of 1.1 Identify cultural
INTERNATIONAL of local and local and international variables and values of
GEOGRAPHY AND international geography geography and cultures target customers
CULTURES (GC) and cultures
1.2 Identify cultural
1. Introduction to local similarities and differences
and international cultures that affect customer and
business transactions
2. Cultural variables
2.1 Time zones LO 2. Apply knowledge of
2.2 Holidays local and international
2.3 Cities, etc. geography 30days TLE_ICTCC9-
2.1 Familiarize with the 12GC-IVd-j-2
3. Cultural similarities different accents and
and Differences regional style

4. Local and 2.2 Identify geographic

international variables that affect customer
language/accent and
5. Accent business transactions
improvement
2.3 Apply knowledge of local
6. Geographic and international geography
variables in day- to- day business
6.1 Regions transaction
6.2 States and
Capitals
6.3 Time Zones and
Daylight- Saving Time
(DST)

7. Basic geography
7.1 Recognize place
names and common
person names
7.2 Correct
pronunciation of
names
7.3 Map reading
7.4 State
abbreviations

Prepared by: Submitted to: Noted by:

Teacher I Head Teacher II Principal II