Detailed Lesson Plan in TLE

Contact Service Center

Grade-10
I. Objectives
At the end of the lesson the students are expected to;

 Identify the different job titles in call center industry.

 Describe each job title of call center agent.
 Execute the different job titles of call center.
II. Subject Matter
Topic: Call Center Job Titles
References: Grade 10- Contact Service Center (Module 1, Quarter 3)
Materials: PowerPoint Presentation, and colored paper.
III. Procedures:

Teachers Activity Students Activity

A. Initiatory Phase
1. Opening prayer
Let us start our day with our opening prayer.
Kindly all stand. Ms. Myra lead the prayer.

2. Greetings
Good Morning Class! Good Morning ma’am
How’s your day? Doing great ma’am.
That’s goods to hear, before you take your
seat kindly pick up all the mess if there are
some.

3. Checking of attendance
Are there any absent today? No ma’am

Very Good.

4. Review
Before we start our lesson, let us have a
recap on our previous topic. Ms. Alexandra
what was our topic all about? Our topic is all about listening skills.
Very Good! Good to know that you still
remember our last topic.

Again, can you enumerate those personal  People-focused

listening styles?  Content-focused
 Action-focused
 Time-focused

Exactly! Why is listening skills is important in It’s because communication typically

BPO industry? happens over the phone. Agents work
resolve on answering the phone aiding on
the concern of the customers.

Great answer! Can you also recall why do we  We listen to get information
have to listen?  We listen to really understand others.
 We listen to be entertained
 We listen to learn.

Very Good! Listening skills is not only

important in BPO industry it also important in
our daily life routines. Especially when we are
communicating to others.

5. Motivation
Now, I have here a jumbled letter and I will
give it to you. What I want you to do is to
unjumble the letters into words. Yes ma’am
Is that clear?

DATA ENTRY
SALES REPRESENTATIVE
ACCOUNT EXECUTIVE

Great Job! Class

Now, I know that some of you have already

an idea on what is our topic for today’s right? Yes ma’am

A. Analysis
Base on the activity that we had, what do you
think is our topic all about? Types of call center agents.

Almost there, who has another answer? Call Center Job Titles

Precisely! Our topic is all about call center job

titles.

Before we start let me tell you the learning

outcomes of the discussion.
At the end of the lesson you are expected to;
- identify the different job titles in call center
industry
-describe each job title in call center industry,
- and, execute the different job titles of call
center.

And not let us discuss the call center job

titles.

1. ACCOUNT EXECUTIVE

What can you say about the pictures? It shows that the woman is communicating to
other agents.
Great Answer.
-An account executive works in many fields
and help grow their companies by finding
leads, closing sales, supporting existing
clients, formulating sales strategies, and
communicating products value to clients.
-And also, the job title of an account
executive is most common in the advertising
and public relations business and in financial
services.

2. CUSTOMER SERVICES REPRESENTATIVE

(CSR)
What can you say about the picture?
The picture shows a person communicating
Very Good! using electronic computer.

-A CSR helps customer with complaints and

questions, give customers information about
product and services, take orders and
process returns.

3. DATA ENTRY/ ORDER CLERK

How about this

The picture shows the person was listing the
Nice answer, data.
-Data entry/order clerk inputs data into a
computer from forms or other non-electronic
forms of data.
-this is the responsibilities of data
entry/order clerk.
*Transferring data from paper formats into
computer files or database system.
*Typing in data provided directly from
customers.
*Creating spreadsheets with larger numbers
of figures without mistakes.
4. SALES REPRESENTATIVE

What do you think is happening in this

picture?
The agent was having deal with the
Good Answer customer.
-Sales representative works with customer to
find what they want, create solutions, and
ensure a smooth sales process.
-And also, sales representative is someone
who showcases and sells product.

5. TECHNICAL SUPPORT REPRESENTATIVE

(TSR)

What can you say about the picture?

Nice Answer, The agent has their own computer and each
of them is assisting the customer.
-A TSR answer incoming phone call and
troubleshoots., customers technical problem
with computer software and hardware.

Those are the different job titles in a call

center industry.

Can anyone enumerate the job tittles?

  Account Executive
 Customer Service Representative
(CRS)
 Data Entry/ Order Clerk
 Sales Representative
 Technical Support Representative
(TSR)
Is the function of each job title clear?

Yes ma’am

IV: Evaluation
A. Pair It Up!
Directions: Look for a fair of the job titles. It could be a person, a thing, an animal, or an
establishment. Justify your answer briefly. Write in your paper.

Job Title Pair Justification

1. Account Executive
2.Customer Service
Representative (CSR)
3. Data Entry/ Order Clerk
4. Sales Representative
5. Technical Support
Representative (TSR)
V. Assignment:
Answer the question as a reflection of your understanding on the call center job titles. Write
your answer in your notebook.
1. Given a chance to have a job right now, which among job titles do you think you will be
associated with? Why?

Prepared By:
Jennimy D. Diche Mr. Randy A. Tinagsa
Cooperating Teacher