PETA 1: KWL Chart

Name:
Grade and Section:

Task: Complete the KWL chart using your prior ideas and new learnings from the text given. Be mindful of the guidelines provided below.

● List down 5 entries for each column.

● For the W and L parts, make sure that you were able to answer all the questions that you have listed down.
● Your grade will be based on a scoring system. 5 points for the entries in K. 5 points also for the entries in W and L provided that each
question in W was answered.
● You will earn a total and maximum of 15 points.
● Use this document as your template for answering then submit your output in PDF file using the file name format:
PETA1_Section_Surname.

KWL CHART
What I KNOW What I WANT to know What I have LEARNED

1. I know that many college students,

recent graduates, and other job
seekers, contact centers have been a
source of employment.
2. I know that due to the constant
changes in the needs of the labor
market, your skills some time may
become irrelevant.
3. I know that the BPO industry has
many various aspects, including
contact centers and call centers.
4. I know that some people goes with
in demand jobs.
5. I know that in today’s generation the
use of technology is more practical
in work.
1. I want to know what are the
expectations for call center agents.
2. I want to know how they handle their
customers.
3. I want to know what kind of business is
call center.
4. I want to know what is the connection
of changes in education system.
5. I want to know what are the skills that
are needed to become a best call center
agent.
1. Fluency in a language other than English is
expected in order to guarantee both a
stable job and a good salary.
2. The main responsibility of responding to
client complaints demands analytical
abilities to identify the issue and provide
quick answers.
3. Call center is like a telecommunication
services that outsourcing external
manpower to handle the operation.
4. One of the changes is advancements in
technology. Educational system should
also address technology.
 5. The answer to be a best call center agent is
to have a good connection to humans and
good communication skills.

The One Thing You Need

Because of constant changes in the job market demands, a skill you have been learning for sometime now might be rendered obsolete by the
time you use it in the workplace. It is this mercuriality that makes one want to examine what is really essential to be successful.

Over the last years, contact centers have been providing employment for a lot of undergraduates, fresh graduates, and other job seekers. Being
customer-centered, work in a contact center requires one to deliver information well and establish trust while talking to clients with different
needs, issues and of course, temperaments. As such, good communication skills have become crucial in securing a post in the industry. Aside
from this, the major task of handling customer concerns requires analytical skills to determine the problem and swiftly offer solutions. And when
the company grows and expands to other countries, extending their reach to different customers of diverse cultures and social mores, agents
are also expected to be fluent in a foreign language other than English to ensure not just a stable employment but also a good paycheck.

The contact center, or call center, is just one facet of the BPO industry. Outsourcing means obtaining external manpower to carry out business
processes like human resources. Solutions for technological needs like software development can also be outsourced. This has led to a large
demand in the field of computer sciences, making yet another kind of language valuable to learn—namely, the programming language.

But as technological needs are met, and technology advances, we could lose some of these jobs, especially the ones that are replaceable by
artificial intelligence.

The thing is, there are a lot of them and humans will eventually have no choice but to look somewhere else for jobs. They will have to develop
other skills which cannot be automated by most advanced machines.

So what are those? Of course, these should be the ones that are automation-proof, or those that have to do with establishing meaningful human
connection. In this case, good communication skills are still the best to master.

It is still very important to keep up with the changes. The educational system must be technology-oriented, but should not completely do away
with tradition, which has been, and still is, the basis of what we humans have reached so far in the realm of sciences.

-
 The One Thing You Need

Because of constant changes in the job market demands, a skill you have been learning for sometime now might be rendered obsolete by the
time you use it in the workplace. It is this mercuriality that makes one want to examine what is really essential to be successful.

Over the last years, contact centers have been providing employment for a lot of undergraduates, fresh graduates, and other job seekers. Being
customer-centered, work in a contact center requires one to deliver information well and establish trust while talking to clients with different
needs, issues and of course, temperaments. As such, good communication skills have become crucial in securing a post in the industry. Aside
from this, the major task of handling customer concerns requires analytical skills to determine the problem and swiftly offer solutions. And when
the company grows and expands to other countries, extending their reach to different customers of diverse cultures and social mores, agents
are also expected to be fluent in a foreign language other than English to ensure not just a stable employment but also a good paycheck.

The contact center, or call center, is just one facet of the BPO industry. Outsourcing means obtaining external manpower to carry out business
processes like human resources. Solutions for technological needs like software development can also be outsourced. This has led to a large
demand in the field of computer sciences, making yet another kind of language valuable to learn—namely, the programming language.

But as technological needs are met, and technology advances, we could lose some of these jobs, especially the ones that are replaceable by
artificial intelligence.

The thing is, there are a lot of them and humans will eventually have no choice but to look somewhere else for jobs. They will have to develop
other skills which cannot be automated by most advanced machines.

So what are those? Of course, these should be the ones that are automation-proof, or those that have to do with establishing meaningful human
connection. In this case, good communication skills are still the best to master.

It is still very important to keep up with the changes. The educational system must be technology-oriented, but should not completely do away
with tradition, which has been, and still is, the basis of what we humans have reached so far in the realm of sciences.