Technology and

Livelihood Education 10
Contact Center Services
Quarter
1
TLE – Contact Center Services 10
Quarter 1 – Module 13: The BPO Industry
First Edition, 2020

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Published by the Department of Education - Schools Division of Pasig City

Development Team of the Self-Learning Module

Writer: Karen F. Estrada
Editors: Rachelle C. Figuracion
Reviewers: Rachelle C. Figuracion
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Lay-out Artist: Emmanuel D. Ubaldo
Management Team: Ma. Evalou Concepcion A. Agustin
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 Technology and
Livelihood Education 10
Quarter 1
Self-Learning Module 13
The BPO Industry
Introductory Message

For the Facilitator:

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

The BPO Industry!

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

The BPO Industry!

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. Learn the concepts of the BPO Industry;

2. Appreciate the benefits of outsourcing; and
3. Demonstrate understanding of the underlying principles in BPO Industry.

PRETEST

Multiple Choice
Directions: Read each statement carefully. Encircle the letter of the correct answer.

1. People who buy products or services from businesses.

a. Client
b. Customers
c. Agents
d. None of the above

2. Personnel who assist and give solutions on particular task.

a. Client
b. Customers
c. Agents
d. None of the above

3. Refers to the companies for outsourcing

a. Client
b. Customers
c. Agents
d. None of the above

4. A business practice which involves hiring a third-party organization to do

certain task.
a. SWOT
b. BPO
c. IPO
d. None of the above

5. In the Philippines, BPO is often associated with______ ?

a. Managers
b. Tourist
c. Call Canters
d. Teachers
 RECAP
Directions: Match the following Company LOGO’s from its appropriate Tagline.
Write the letter of the correct answer on the space provided.

A B

____1. A. I’m lovin’ it

B. Open happiness

C. Connecting people
____2.
D. Just do it

E. Think different
____3.

____4.

____5.

LESSON

BPO/Call Center Industry

The world of business is adapting to the faced-paced innovation and

globalization. Entrepreneurs must reduce any means of production expenses but
still prioritize profit improvement to the company.
With this, the BPO Industry helps and assures these companies to focus more
on their business operations.
 As part of further understanding this self-learning module, these terms are
frequently used:

Customers- generally are people who buy products or ask for services from a
business. They enter transactions through the use of any information technology
assisted device like computers or mobile phones.
Clients- refers to the companies the agent represents.
Agents or Representatives- are personnel who assist and give solutions to
customers on their particular needs.

Business Process Outsourcing (BPO)

 A business management of
subcontracting business operations
and activities to a third-party service
provider.
 A business practice which involves an
organization hiring another company
to perform specific task for them so
that they can focus successfully on
their main objective.

Few examples of these task are the following:

1. Human Resource
2. Procurement
3. Finance
4. Information Technology Services
5. Quality Assurance
6. Payment Process

How does BPO work?

When a company eventually progresses, they need to expand their resources,
upgrade their facilities and hire more workers. These will cost them tremendous
amount of money to manage. For example, a company situated in US need to pass
the work to another team in the Philippines to reduce a labor cost. Philippines is
known for their highly educated personnel with minimal social costs. This is
basically the concept of BPO being the third-party which will help them handle such
situations.

In the Philippines, the term BPO is often connected with Call Center or
Telemarketing firms. BPO is not totally identical to Call Centers which you will learn
on the next lessons.
Benefits of Outsourcing
1. Financial Benefits- by contacting an outsourcing provider, they can save
money and expenses such as tax.
2. Reduced Labor Cost- minimal workforce are needed especially with the use
of IT integration.
3. Competitive Advantage- companies can focus on their core objectives and
focus on operations.
4. Better performance- provides efficiency because workers are focus on what
they are hired for.
5. Gives world-class expertise and internal availability- outsourced providers
have flexible geographical time that is suitable to their customers availability.
This will provide quick responses and less-consumed time for unnecessary
things.

ACTIVITIES

Activity 13.1
Directions: Identify if the following terms are synonymous to CLIENT, CUSTOMERS
or AGENTS.

1. Billers - _____________________
2. Subscribers - _____________________
3. Representatives - _____________________
4. Account names - _____________________
5. Company owners - _____________________

Activity 13.2
Directions: Create a concept map that will show words or phrases related to BPO.

Call Center
 WRAP-UP

Directions: During this pandemic, any physical contact within employees are
avoided to decrease the chance of transmission. That’s why Call Center Industries
are needed to help some businesses to communicate and to continue their services
to their customers.

List few of these businesses which offers products or services without the need of
face-to-face interaction.

1. _______________

2. _______________

3. _______________

4. _______________

5. _______________

VALUING

Directions: Complete the content organizer to illustrate the benefits of Outsourcing.

Benefits of Outsourcing
 POSTTEST

Directions: Fill in the missing word to complete the given statements.

1. BPO stands for _____________________________________.

2. The ____________ are people who are purchases products or services.
3. Companies are also called _____________ in BPO industry.
4. Call Center _________ are BPO personnel who assist on technical or financial
assistance to customers.
5. Call Center or _____________________ are often connected to BPO.

KEY TO CORRECTION

Representatives 5.
Agents 4. A 5. C 5.
Clients 3. D 4. B 4.
Customers 2. B 3. A 3.
Outsourcing C 2. C 2.
1. Business Process E 1. C 1.

Post-Test Recap Pre-Test

Client 5.
Customers 4.
Agent 3.
Customers 2.
Client 1.

Activity 12.1
 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.

“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.

Fisher, Christian. “What Is the Difference Between a Customer Vs. a Client?” Small
Business - Chron.com. Chron.com, March 7, 2019.
https://smallbusiness.chron.com/difference-between-customer-vs-client-
56387.html.

Rouse, Margaret. “What Is Business Process Outsourcing (BPO) and How Does It
Work?” SearchCIO. TechTarget, December 12, 2019.
https://searchcio.techtarget.com/definition/business-process-outsourcing.

“What Is Business Process Outsourcing?: Asia Premier One Source Inc.”

Outsourcing Philippines | BPO Partner | Remote Staff, May 29, 2020.
https://www.asiapremierbpo.com/insights/what-is-business-process-
outsourcing/.

DIGITAL IMAGES

“A Summary of the BPO Industry: Objectives and Business Models.” B2B Call
Center Company in USA, Corporate Call Center. Accessed July 13, 2020.
http://www.cyfuturebpo.com/blog/bpo/a-summary-of-the-bpo-industry-
objectives-and-business-models.

“How To Create A Great Tagline For Your Business (w/ Examples).” Kopywriting
Kourse, July 6, 2018. https://kopywritingkourse.com/how-to-create-a-great-
tagline/.

“Nokia Logo.” Nokia. Accessed July 12, 2020. https://www.nokia.com/about-

us/news/media-library/nokia-logo/.