Technology and

Livelihood Education 10
Contact Center Services
Quarter
1
TLE – Contact Center Services 10
Quarter 1 – Module 16: Call Center Industries in the Philippines
First Edition, 2020

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 Technology and
Livelihood Education 10
Quarter 1
Self-Learning Module 16
Call Center Industries in the Philippines
Introductory Message

For the Facilitator:

Welcome to the TLE-ICT Contact Center Services 10 Self Learning Module on

Call Center Industries in the Philippines!

This Self-Learning Module was collaboratively designed, developed and

reviewed by educators from the Schools Division Office of Pasig City headed by its
Officer-in-Charge Schools Division Superintendent, Ma. Evalou Concepcion A.
Agustin, in partnership with the City Government of Pasig through its mayor,
Honorable Victor Ma. Regis N. Sotto. The writers utilized the standards set by the K
to 12 Curriculum using the Most Essential Learning Competencies (MELC) in
developing this instructional resource.

This learning material hopes to engage the learners in guided and independent
learning activities at their own pace and time. Further, this also aims to help learners
acquire the needed 21st century skills especially the 5 Cs, namely: Communication,
Collaboration, Creativity, Critical Thinking, and Character while taking into
consideration their needs and circumstances.

In addition to the material in the main text, you will also see this box in the
body of the module:

Notes to the Teacher

This contains helpful tips or strategies that
will help you in guiding the learners.

As a facilitator you are expected to orient the learners on how to use this
module. You also need to keep track of the learners' progress while allowing them to
manage their own learning. Moreover, you are expected to encourage and assist the
learners as they do the tasks included in the module.
 For the Learner:

Welcome to the TLE-ICT Contact Center Services 10 Self Learning Module on

Call Center Industries in the Philippines!

This module was designed to provide you with fun and meaningful
opportunities for guided and independent learning at your own pace and time. You
will be enabled to process the contents of the learning material while being an active
learner.

This module has the following parts and corresponding icons:

Expectations - This points to the set of knowledge and skills

that you will learn after completing the module.

Pretest - This measures your prior knowledge about the lesson

at hand.

Recap - This part of the module provides a review of concepts

and skills that you already know about a previous lesson.

Lesson - This section discusses the topic in the module.

Activities - This is a set of activities that you need to perform.

Wrap-Up - This section summarizes the concepts and

application of the lesson.

Valuing - This part integrates a desirable moral value in the

lesson.

Posttest - This measures how much you have learned from the
entire module.
 EXPECTATIONS

Learning Objectives:
At the end of the learning period, the students shall have:

1. Understand the concepts underlying Philippines’ BPO and Call Center

Industry;
2. Enumerate the timeline of BPO and Call Center Industries in the
Philippines; and
3. Value the significance of BPO Industry in the country’s economic growth.

PRETEST

Multiple Choice
Directions: Read each item carefully. Choose the letter of the correct answer and
write it on the blank provided at the left side.
______ 1. Agents in call centers are trained to do specific skills except ________?
a. Proficient in English communication
b. Marketing techniques
c. Legal assistance
d. Technical support

______ 2. It is the reason why Philippines is considered as one of the best choices in
outsourcing.
a. Better infrastructure
b. Lower labor cost
c. Geographical location
d. All of the above

______ 3. The year when Philippines was hailed as “World’s BPO Capital”
a. 2009
b. 2010
c. 2011
d. 2012

______ 4. The year when Call Centers in the Philippines was the biggest and fastest
job providers in the private sector.
a. 2009
b. 2010
c. 2011
d. 2012
______ 5. In Outsourcing, CCAP stands for _____________ .
a. Credit Card Association of the Philippines
b. Cold Chain Association of the Philippines
c. Call Center Association of the Philippines
d. Contact Center Association of the Philippines

RECAP
Directions: Fill in the blanks with the correct type of outsourcing. Write your answer
on the space provided.

1. ________________________ is a type of outsourcing that requires great skills,

expertise and education to handle.
2. ________________________ deals with customers’ technical problems and
inquiries.
3. When an outsourcing company contracted a firm located in neighboring
country, this is _________________________________.
4. BPO companies outsourced within the same country is called
____________________.
5. A company situated in the Middle East procured resources from Asia is an
example of ____________________ outsourcing.

LESSON

Call Center Industries in the Philippines

The Philippines has most companies of Business Process Outsourcing or BPO.

The Call Center is a subsection of this field. The agents are trained to excel in English
communication and customer-service skills. Although most agents are college-degree
holder, they are given further training on marketing techniques, sales negation,
technical support and any customer-related services in a most professional and
patient approach.

Call Centers in the Philippines cater to clients from different parts of the world
including United States, United Kingdom, and Australia. They learned to adapt their
foreign language and cultural moralities in order to provide their outsourcing needs.
The Philippines being the third-largest English-speaking country in the world is one
of the foremost competitive location in call center.

Together with China and India, Philippines is one of the key players in offshore
outsourcing. Investors continue to maintain interest in the Philippines because of its
geographical location, lower labor cost, better infrastructure, information technology
facilities, and proficiency in English.

A Call Center is a communication-based company which helps larger

companies in the first-world countries. Contact or Call Centers handle customer-
related services like handling complaints and inquiries. These common services are
as follows: technical support on products or services, data management, insurance,
advertising, telecommunications, or even charity works. Representatives from call
centers receive and make calls to any parts of the world which their clients
outsourced.

Although Call Centers started in Metro Manila, the increasing need of BPO
Industry has placed more location in the country like in Cebu, Pampanga, Bacolod
and more expansions on other cities.

Nowadays, the Philippine government has been tagged as the “Sunshine

Industry” of Call Centers because of its huge expansion over the years and its Call
Centers as the fastest growing sector in the economy.

Below is the Timeline of Philippines’ BPO and Call Center Industry:

1995
Under the term of former President
Fidel V. Ramos, the Congress has
passed the Special Economic Zone
Act- this aims to attract foreign
investors to generate employment in
the country.
2000
The BPO industry contributed
0.075% to the country’s Gross
Domestic Product
2001
Mar Roxas established CCAP
which aims to promote the
Philippines as a global leader in
the IT-BPO industry.
1992
According to Contact Center Association
of the Philippines (CCAP), the first call
center started on this year providing basic
services.
1999
Jim Franke and Derek Holley, former
employees of a multi-national consulting
company founded the first call center
company in the Philippines.
2005
The BPO Industry contributed 2.4%
of the country’s GDP and gained 3%
of the global BPO market.
 2008
The BPO Industry has
2006
Many U.S. BPO firms chose to 46% Annual Growth
operate in the Philippines.
2010
2011
 The Philippines was officially the
A total of 638,00 Filipinos were in World’s BPO Capital.
BPO industry. 400,000 were  525,000 were employed in this
working in Call Centers making it sector.
the biggest and fastest job
providers in the private sector. 2012

Over 700,000 Filipinos

2013 were working in BPO firms.
900,000 Filipinos were working
full-time for BPO Industry creating 2016
an increase in profits.

2018 The industry was projected to

generate 1.3 million jobs.
BPO Industry is anticipated to
regain after slightly slowing down
in 2017.

ACTIVITIES
Activity 16.1
Directions: Research for at least five (5) Call Center Companies in the Philippines.
Draw their respective Logo and Tagline.

Call Center Companies Logo Tagline

Activity 16.2 Video Analyzation: “A Day in the Life: Call Center Agent”
https://www.youtube.com/watch?v=kudxLVJRmM0

Directions: Take down notes as you watch the given link. Gather data and answer
the guide questions below.

1. What makes Customer-Service fulfilling?

___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
________________________________________________________________________.

2. What are the challenges of a Call Center Representatives?

___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
________________________________________________________________________.

Activity 16.3 Jumbled Letters

Directions: Re-arrange the letters to reveal few examples of BPO companies that
have business operations in the Philippines.

_________________ 1. A C C U R E E T N

“Irish-domiciled multinational professional services company.”

_________________ 2. O C E V R S Y G N

“A corporation based in Cincinnati, Ohio”

_________________ 3. Y S K S E

“An American multinational business process outsourcing

provider headquartered in Tampa, Florida.”

_________________ 4. T E E L C H E T

“An American business process outsourcing company

headquartered in Englewood, Colorado.”

_________________ 5. e CARELETE

“Provider of business process outsourcing (BPO) services

focusing on the complex, voice and non-voice-based segment of
customer care services.”

WRAP-UP

Timeline of Philippines’ BPO and Call Center Industry

Directions: Write words or phrases to signify important events for each year.
Choose at least Five (5).

Year Facts
 VALUING

“College graduate ka, sa Call Center ka lang nagtatrabaho?”

This side comment is commonly heard from other people’s perception about BPO
Agents. In your own way, how can you change this negative mindset into something
positive and pleasant?

__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
________________________________________________________________________________.

POSTTEST

Directions: Write True if the sentence implies the truth; else, write the answer to
correct the underlined words.

_________________ 1. In 2010, The Philippines was officially declared as World’s BPO

Capital.

_________________ 2. The BPO Industry contributed increase in economic revenues in

the Philippines.

_________________ 3. The Philippines is least prioritized as BPO destination because

of its geographical location.

_________________ 4. Call Centers Agents are trained to have good customer-related

service.

_________________ 5. Philippines is a first-world country playing a key role in offshore

outsourcing.
 KEY TO CORRECTION

country Offshore outsourcing 5.

Third-world 5. Onshore outsourcing 4. D 5.
True 4. Nearshore outsourcing 3. C 4.
Most 3. Front office outsourcing
2. B 3.
True 2. outsourcing D 2.
True 1. 1. Knowledge process C 1.

Post-Test Recap Pre-Test

E-Telecare 5.
Teletech 4.
Sykes 3.
Convergys 2.
Accenture 1.

Activity 16.3

References

ONLINE SOURCES

Bob. Download: Technology and Livelihood Education (TLE) Grade 10 TGs and
LMs. Blogger, January 6, 2018.
https://www.pnoytalks.com/2015/10/technology-and-livelihood-education-
tle-g10-tg-lm.html.

“Call Center Industry in the Philippines.” Global Sky, October 8, 2019.

https://globalsky.com/call-center-industry-in-the-philippines/.

“C-CCS_Grade10_Module 1_PECs And Module2_EM_OK.Pdf.” Google Drive. Google.

Accessed July 5, 2020.
https://drive.google.com/file/d/0B41NpxO8pu79M0xoWEVqNHplbTQ/view.
Ghaz, Sandy. “CALL CENTER COMPANIES PHILIPPINES: List Of Call Centers In
PH.” Philippine News, April 1, 2019. https://philnews.ph/2019/04/01/call-
center-companies-philippines-list-call-centers-ph/.

“The Philippine Call Center Industry: A Brief History.” Philippines Call Center,
March 16, 2018. https://www.magellan-solutions.com/blog/the-philippine-
call-center-industry-a-brief-history/.

https://www.youtube.com/watch?v=kudxLVJRmM0

DIGITAL IMAGES

Magellan Solutions. “The Philippine Call Center Industry: A Brief History.”

Philippines Call Center, March 16, 2018. https://www.magellan-
solutions.com/blog/the-philippine-call-center-industry-a-brief-history/.