TLE CCCS10 Q3 M8 page1

Technology and
Livelihood Education 10
Quarter
3 Contact Center Services
 TLE CCCS10 Q3 M8 page2

TLE – Contact Center Services 10

Quarter 3 – Module 8: Gathering Information in a Courteous and Professional
Manner
First Edition, 2020

Republic Act 8293, Section 176 states that no copyright shall subsist in any
work of the Government of the Philippines. However, prior approval of the
government agency or office wherein the work is created shall be necessary for
exploitation of such work for profit. Such agency or office may, among other things,
impose as a condition the payment of royalties.

Borrowed materials (i.e., songs, stories, poems, pictures, photos, brand

names, trademarks, etc.) included in this module are owned by their respective
copyright holders. Every effort has been exerted to locate and seek permission to use
these materials from their respective copyright owners. The publisher and authors
do not represent nor claim ownership over them.

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

Development Team of the Self-Learning Module

Writer: Josephine B. Lacerna
Editors: Rachelle C. Figuracion
Reviewers: Rachelle C. Figuracion
Illustrators: Edison P. Clet
Lay-out Artist: Emmanuel D. Ubaldo
Management Team: Ma. Evalou Concepcion A. Agustin
OIC-Schools Division Superintendent
Carolina T. Rivera
CESE. OIC-Assistant Schools Division Superintendent
Manuel A. Laguerta EdD
Chief, Curriculum Implementation Division
Education Program Supervisors

Librada L. Agon EdD (EPP/TLE/TVL/TVE)

Liza A. Alvarez (Science/STEM/SSP)
Bernard R. Balitao (AP/HUMSS)
Joselito E. Calios (English/SPFL/GAS)
Norlyn D. Conde EdD (MAPEH/SPA/SPS/HOPE/A&D/Sports)
Wilma Q. Del Rosario (LRMS/ADM)
Ma. Teresita E. Herrera EdD (Filipino/GAS/Piling Larang)
Perlita M. Ignacio PhD (EsP)
Dulce O. Santos PhD (Kindergarten/MTB-MLE)
Teresita P. Tagulao EdD (Mathematics/ABM)

Printed in the Philippines by Department of Education – Schools Division of

Pasig City
 TLE CCCS10 Q3 M8 page3

Technology and
Livelihood Education 10
Quarter 3
Self-Learning Module 8
Gathering Information in a Courteous and
Professional Manner
 TLE CCCS10 Q3 M8 page4

Introductory Message

For the Facilitator:

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

Gathering Information in a Courteous and Professional Manner!

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.
 TLE CCCS10 Q3 M8 page5

For the Learner:

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

Gathering Information in a Courteous and Professional Manner!

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.
 TLE CCCS10 Q3 M8 page6

EXPECTATIONS

At the end of the learning period, the students should be able to:
A. distinguish best practices in gathering information in a courteous and
professional manner;
B. simulate best practice of a call center representative in dealing with callers;
and
C. value excellence in professional career.

PRETEST

Directions: Read each statement carefully. Encircle the letter of the best answer.
1. Expressing of gratitude to callers who generates revenue is part of the
___________________________.
A. security C. redundancy
B. prompts and greetings D. manner of conversation
2. Securing the information of every client.
A. Data Privacy C. Confirming Messages
B. IVR channels D. All of the above
3. Sets the mood of conversation.
A. security C. redundancy
B. prompts and greetings D. manner of conversation
4. Are all details in the conversation with the client needs confirmation?
A. Yes, at all times C. No, if the clients asked only
B. No, only the specifics D. Not at all
5. This service is at best during emergencies.
A. security c. redundancy
B. prompts and greetings d. manner of conversation

RECAP
Directions: Write HQ if the statement pertains to Handling Queries and HT for
Handling Transactions. Write your answer in the space provided.
_______ 1. Self-assisted technology 4. Online Payments
_______ 2. Frequently Asked Questions (FAQs) 5. System-generated Devices
_______ 3. Update of sales
 TLE CCCS10 Q3 M8 page7

LESSON
What type of customer service representative would like to talk with? Would
you like to be someday? One of the assets of being a good customer service
representative is being a good communicator. Someone who knows how to
speak with his client in a courteous and professional manner. In addition, it
will be better to be skilled in using technology in their services. Let us talk
more about the best practices of a courteous and professional customer
service representative.

Best Practices Description

1. Prompts and • Greetings is important for it sets the mood of the
Greetings conversation. Make sure to greet the caller politely with
clear utterance of each words.
• It is also important that what you represent as part of
your introduction is well understood.
• Simple words are highly encourage. Avoid words that
are deep in meaning. Use of jargons is discouraged as
well.
• Make your prompts as short as possible.
2. Manner of • Maintain a nice and courteous conversation no matter
Conversation who and what the caller is, no matter what the
situation is.
• Express gratitude whenever a task is successfully
done.
• Do not overdo gratitude to avoid lengthy time of
discussion with a caller.
• Appreciate a caller who generates good revenue to
build a better relationship with them. This may be a
good investment of partnership with them.
3. Confirm • Confirming messages is done through repeating of
Messages important details from the caller. Important details like
account number, payment information, address etc.
This makes efficient service that improves customer
experience.
4. Redundancy • Redundancy in solution is at best during emergencies.
This makes the client that the IVR channels are
available 24hours. Having this kind of practice during
emergencies pacify the clients for they are known with
little patience in technology and natural disasters.
5. Security • Data privacy is always been one of the essentials in any
business organizations especially in this time where
technology plays a vital role to everyone. Securing
clients’ information is very important.
• Ensuring that every solution you offer to the client is
factual and truth keeps them secured in availing your
products or services.
 TLE CCCS10 Q3 M8 page8

ACTIVITIES
Activity 8.1 Identification
Directions: Identify what best practice is described in the following statement. Write
your answer on the space provided.
_________________________ 1. The client asks for Memorandum of Agreement (MOA)
and Terms of Use for a service of online technology software.
_________________________ 2. Repetitive announcement of cancelled flights on IVR
channels due to typhoon.
_________________________ 3. The caller makes a partnership with the client for their
excellent customer service.
_________________________ 4. Some words are spelled out by the caller for verification
of correct details on profiling.
_________________________ 5. Minimum time of call is consumed because the caller
maintains a well-modulated voice and clear pronunciation of words.

Activity 8.2 Yes or No

Directions: Answer YES if the statement shows a best practice in gathering
information with a caller and NO if it is not. Write your answer on the space
provided.
_______ 1. The agent answers every query of the caller based on facts.
_______ 2. Greetings is one of the most important for it sets the mood of the
conversation.
_______ 3. The agent discusses matter outside the consent of the company he is
representing.
_______ 4. Any transactions and closing of business deals are subject to data
privacy.
_______ 5. The agent repeats every detail the caller says in their conversation.

WRAP-UP

Directions: Record a simulation of a call possessing at least 3 of the 5 best practices

discussed. You can pair up with your classmate.
 TLE CCCS10 Q3 M8 page9

VALUING
Directions: Rate yourself according to your ability towards excellence in professional
career. Put a check on which rating you belong. Then answer the questions asked
below the table.
Best Practice Excellent Average Needs
Improvement
1. I possess well-modulated voice and
pronounce words clearly.
2. I can maintain a good and light mood
during conversations even complains
arise.
3. I know what and how to confirm
messages on every conversation.
4. I don’t spread private concerns of others
to other people.
5. I can easily learn technology devices and
adapt to changes this pandemic.

1. From your rating, what can you say about yourself of being a professional 3
or more years to come? ____________________________________________________
___________________________________________________________________________
___________________________________________________________________________
__________________________________________________________________________ .
2. What specific things you need to give priority so that you can be a better
communicator than you are today? Give at least 2. __________________________
___________________________________________________________________________
___________________________________________________________________________
__________________________________________________________________________ .

POSTTEST

Directions: Write a short explanation of the following best practices in gathering

information.
1. Prompts and Greetings - ________________________________________________
_________________________________________________________________________
2. Manner of Conversation - _______________________________________________
_________________________________________________________________________
3. Confirm Messages - _____________________________________________________
_________________________________________________________________________
4. Redundancy - ___________________________________________________________
_________________________________________________________________________
5. Security - _______________________________________________________________
_________________________________________________________________________
 TLE CCCS10 Q3 M8 page10

KEY TO CORRECTION

NO 5. Prompts and Greetings 5. HT 5. C 5.

YES 4. Confirm Messages 4. HT 4. B 4.
NO 3. Manner of Conversation 3. HQ 3. B 3.
YES 2. Redundancy 2. HQ 2. A 2.
YES 1. Security 1. HT 1. B 1.

Activity 8.2 Activity 8.1 Recap Pre-Test

References
ONLINE SOURCES

• Guevarra et al. 2014. “Download: Technology and Livelihood Education

(TLE) Grade 10 TGs and LMs.” December 5, 2014. Accessed date June 10,
2020. https://www.pnoytalks.com/2015/10/technology-and-livelihood-
education-tle-g10-tg-lm.html.