Technology and

Livelihood Education 10
Contact Center Services
Quarter
1
TLE – Contact Center Services 10
Quarter 1 – Module 14: Types of BPO Industry
First Edition, 2020

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 Technology and
Livelihood Education 10
Quarter 1
Self-Learning Module 14
Types of BPO Industry
Introductory Message

For the Facilitator:

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

Types of 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

Types of 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. Identify the two main types of BPO Industry;

2. Describe the functions of each type; and
3. Appreciate the importance of how BPO industry plays an important role in the
business world.

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. Services that uses automation and information technology devices.

a. BPO
b. KPO
c. ITES
d. None of the above
_______ 2. Is a subset of BPO which functions on finance and legal services.
a. BPO
b. KPO
c. ITES
d. None of the above
_______ 3. An outsourcing service that are internal to the business.
a. Front office outsourcing
b. Back office outsourcing
c. Knowledge process outsourcing
d. Information-technology enabled services
_______ 4. An outsourcing which includes customer-related services.
a. Front office outsourcing
b. Back office outsourcing
c. Knowledge process outsourcing
d. Information-technology enabled services
_______ 5. Technical support is one of the services under this outsourcing.
a. Front office outsourcing
b. Back office outsourcing
c. Knowledge process outsourcing
d. Information-technology enabled services
 RECAP
Directions: Read each statement carefully. Identify the Benefits of Outsourcing from
the shown description.

1. Workers can work effectively because they are focus on the task they are hired
for.
______________________________________
2. Outsourcing agents have flexible time to accommodate their customers in any
geographical time.
______________________________________
3. Companies can prioritize their business operations and objectives.
______________________________________
4. Outsourcing provides cost-efficiency to their clients.
______________________________________
5. Work force are lessened when businesses hires outsourcing.
______________________________________

Financial benefits
Reduced labor cost
Competitive advantage
Better performance
Gives world-class expertise

LESSON

Business Process Outsourcing is also known as ITES or Information

Technology-Enabled Services. This means the procedures used on business
functions include the form of automation and information technology devices such
as computers or mobile phones. Information Technology outsourcing hires a third-
party service provider to do IT-related services.

KPO or Knowledge Process Outsourcing; on the other hand, is a subsection

of BPO. This includes services which requires expertise and education with financial
analysis or legal matters.
Two Main Categories of Business Process Outsourcing

1. Back Office Outsourcing- is the act of outsourcing services that are internal
to the business. It is helping the companies to lessen their expenses on office
space and hiring more employees.
Business functions such as billing, purchasing, recruitment, human
resource, accounting, payroll and any related tasks are included in back office
outsourcing.

2. Front Office Outsourcing- is the act of outsourcing which includes

customer-related services. It includes functions that needed to interact to
customers for feedback, answering questions and gathering data for another
department to use.
Some of these functions are: customer service, marketing, technical support,
surveys and research.

ACTIVITIES

Activity 14.1
Directions: Complete the table showing an interaction between a call center agent
or a telemarketer. Ask your parent or any relative if you have not experienced making
or receiving calls from them.
Note: An example is provided for your reference.

Client
Concern/Problem Solution Remarks
Represented
Agent told me to
The updated
Questionable email the payment
Cable TV Provider billing account
Billing Account slip to their
was posted.
account specialist.
1.

2.

Activity 14.2
Directions: Listed below are greetings from different languages. Ping these words
correctly by writing the numbers (1-5) on the country it represents. Use the map as
your guide.

1. 2. 3. 4. 5.
OHAYŌ ANNYEONG NAMASTE BUENOS MAGANDANG
GOZAIMASU HASHIMNIKKA DÍAS UMAGA
 WRAP-UP

Directions: Fill the boxes with Functions related to either Back Office or Front Office
Outsourcing.

Outsourcing
Front Office
Outsourcing
Back Office

VALUING

Directions: You have learned the importance of BPO Industry as they play third-
party service provider to most clients and their customers. This pandemic, BPO/Call
Center is one of the affected industries in the world but still they continue on
delivering to outsource the products or services.
What do you think are the contributions of BPO/Call Centers as we face the
challenges of “work from home” or “community quarantine”?
1. ______________________________________________
2. ______________________________________________
3. ______________________________________________
4. ______________________________________________
5. ______________________________________________
 POSTTEST

Directions: Write BOO if the example describes back office outsourcing and FOO if
it describes front office outsourcing.

_______ 1. A BPO that updates employees’ tax deduction.

_______ 2. A BPO that manages sales accounts of other companies.

_______ 3. A call center firm that assists customers on computer hardware repair.

_______ 4. BPOs that keep copies of financial transactions.

_______ 5. A BPO firm that handles administrative services.

KEY TO CORRECTION

5. Reduced labor cost

BOO 5. 4. Financial benefits A 5.
BOO 4. 3. Competitive advantage A 4.
FOO 3. expertise B 3.
FOO 2. 2. Gives world-class B 2.
BOO 1. 1. Better performance C 1.

Post-Test Recap Pre-Test

Philippines 5.
South America 4.
India 3.
Korea 2.
Japan 1.

Activity 14.2
 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.

“BPO Meaning and Types of BPO (Business Process Outsourcing) - IT Outsourcing.”

SITO: Software & IT Outsourcing. Publisher Name SITO: Software & IT
OutsourcingPublisher Logo, May 9, 2019. https://software-it-
outsourcing.com/bpo-meaning/.

“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.

“Front-Office Outsourcing.” GlobalityNet. admin_globalitynet

http://www.globalitynet.com/wp-content/uploads/2018/05/GlobalityNet-
Website-Logo-300x62.png, May 21, 2018.
http://www.globalitynet.com/glossary/front-office-outsourcing/.

Miche. “What Is Back Office Outsourcing?” Offshore Outsourcing Services

Philippines | Back Office Services. Accessed July 14, 2020.
http://bposervicesinphilippines.weebly.com/what-is-back-office-
outsourcing.html.

DIGITAL IMAGES

Hurley, Allison. “The Right Call Centre Service for SMEs.” Forward Bpo, October
10, 2019. https://www.forwardbpo.com/call-centre-service-for-small-
medium-enterprises/.