TRAINING PLAN

Course: CONTACT CENTER SERVICES NC II

Unit of PARTICIPATE IN WORKPLACE COMMUNICATION
Competency:
Module Title: PARTICIPATING IN WORKPLACE COMMUNICATION
Modality: DISTANCE LEARNING WITH FACE TO FACE
LEARNING CONTENTS LEARNING RESOURCES No of
OUTCOMES Hours
LO1. Obtain Effective Verbal  CBLM (e-CBLM) Contact Center Services,
and convey and Nonverbal Participating in Workplace
workplace Communicatio Communication
information n  PowerPoint on Effective Communication
 Task Sheet 1.1-2 on 2
Business Letter Writing

Basic business
letter & email
writing TRAINING PLAN
Course CONTACT CENTER SERVICES NC II
Unit of WORK IN TEAM ENVIRONMENT
Competency
Module Title
LO2. Perform WORKING IN TEAM
Effective CBLMENVIRONMENT
(e-CBLM) Contact Center Services,
duties Modality BLENDED
questioning ONLINE
Participating in Workplace
LEARNING
following CONTENTS Communication
techniques LEARNING RESOURCES No of
OUTCOMES
workplace  PowerPoint on Workplace Interactions Hours2
LO1.
instructions Identifying the
Employees  CBLM on
 PowerPoint (e-CBLM) Contact
Employees Center
Handbook
Describe Handbook
role and Services, Working in Team
team role objective of a Environment
and scope Perform
team routine  Video on Effective Teamwork
workplace https://www.youtube.com/ 2
duties and watch?v=kYjqtLCNqSA
Setting
following Team  PowerPoint on Relationship
Role
simple and Scope
written Building
notices  https://www.slideshare.net/
LO3. Technology  CBLMNimijayan/relationship-
(e-CBLM) Contact Center Services,
Complete relevant to the Participating in Workplace
building-53239257
Relevant enterprise and Communication
Work-Related the individual’s
LO2. Identify Team   Task
CBLM Sheet Contact
(e-CBLM) 1.3-1 Perform
Documents
one’s role work structure/roles Basic Computation
Center Services, Working in 2
and responsibilities  PowerPoint on MDAS
Team Environment
responsibilit Group planning  PowerPoint on Data
 PowerPoint on Recording
Team Role 2
y within a Data Recording
and decision- PowerPoint on How to Write Reports
https://www.slideshare.net/
team making Effectively
Ahana1992/team-role
Report Writing

LO3. Work
as a team
member
 TRAINING PLAN
Course CONTACT CENTER SERVICES NC II
Unit of PRACTICE CAREER PROFESSIONALISM
Competency
Module Title PRACTICING CAREER PROFESSIONALISM
Modality BLENDED ONLINE
LEARNING CONTENTS LEARNING RESOURCES No of
OUTCOMES Hours
LO1. Integrate Work values  CBLM (e-CBLM) Contact Center
personal and ethics Services, Practicing Career
objectives (Code of Professionalism
with Conduct, Code  PowerPoint on Ethics in
organizational of Ethics, etc) Workplace 1
goals Company https://www.slideshare.net/
policies wicaksana/ethics-in-workplace-
54305172

LO2. Set and Time  CBLM (e-CBLM) Contact Center

meet work Management Services, Practicing Career
priorities Professionalism
Gender  Video on Tips for Effective Time
Sensitivity Management
https://www.youtube.com/
watch?v=RiI1NkaDXlQ 2
 PowerPoint on Gender Sensitivity
https://www.slideshare.net/
MarkJoenelCastillo/gender-
sensitivity-concept-and-
framework?q
LO3. Maintain Trainings and  CBLM (e-CBLM) Contact Center
professional Career Services, Practicing Career
growth and Opportunities Professionalism
development  PowerPoint on Professional
Company Development
Recognitions https://www.slideshare.net/ 2
kumarvivek107/professional-
Licenses development-44634028
and/or  Video on Professional Growth
Certifications and Development
https://www.youtube.com/watch?
v=cmglfdSZzhY
 TRAINING PLAN
Course CONTACT CENTER SERVICES NC II
Unit of PRACTICE OCCUPATIONAL HEALTH AND SAFETY PROCEDURES
Competency
Module Title PRACTICING OCCUPATIONAL HEALTH AND SAFETY PROCEDURES
Modality BLENDED ONLINE
LEARNING CONTENTS LEARNING RESOURCES No of
OUTCOMES Hours
LO1. Identify Workplace safety  CBLM(e-CBLM) Contact Center
hazards and and Hazard Services, Practicing Occupational
risks control practices Health and Safety Procedures 1
Contingency
measures for  PowerPoint on Workplace Hazards
hazards https://www.slideshare.net/safereps/
workplace-hazards-26555990

LO2. Evaluate  CBLM(e-CBLM) Contact Center

hazards and Effects of safety Services, Practicing Occupational
risks hazards Health and Safety Procedures

 PowerPoint on Effects of Safety Hazards

https://www.slideshare.net/ 1
waiyin_lee/hazard-analysisppt
 Video on Effects of Effects of Safety
Hazards
https://www.youtube.com/watch?
v=PZmNZi8bon8
LO3. Control Personal hygiene  CBLM(e-CBLM) Contact Center
hazards and practices Services, Practicing Occupational
risks Health and Safety Procedures

Organization  PowerPoint on Personal Hygiene

safety and health 2
protocol https://www.slideshare.net/ulfatamin/pe
rsonal- hygiene-ppt-83869308
 Sample Occupational Health and
Safety Policy and Procedures
Manual
https://www.wrla.org/sites/wrla_01
/files/health_and_safety_manual_sa
mple.pdf
LO4. Maintain Emergency-  CBLM(e-CBLM) Contact Center
OHS related drills and Services, Practicing Occupational
awareness trainings Health and Safety Procedures
 Video on Emergency Preparedness and
Response 1
https://www.slideshare.net/
complianceandsafety/emergency-
 preparedness-and-response-training-by-bcmsa

TRAINING PLAN

Course CONTACT CENTER SERVICES NC II

Unit Of APPLY QUALITY STANDARDS
Competency
Module Title APPLYING QUALITY STANDARDS
Modality BLENDED ONLINE
LEARNING CONTENTS LEARNING RESOURCES No of
OUTCOMES Hours
LO1. Assess Quality  CBLM (e-CBLM), CCS NC II Applying Quality
quality of checking Standards
received procedures Video on Quality Assurance
materials https://www.youtube.com/watch?
v=Pvq_XKXMV3o 1
Quality
workplace  Google search keyword:
procedures Quality assurance

LO2. Assess Identifying  CBLM (e-CBLM), CCS NC II- Applying Quality

own work errors Standards
(deviation from  Video on Quality Event Management
customer and https://www.youtube.com/watch?
organization v=SS9UBRHDk10 1
requirements)  Video on Quality Indicators
https://www.youtube.com/watch?v=W-
DN3SedX6o
Workplace
quality
indicators
LO3. Engage Quality  CBLM (e-CBLM), CCS NC II- Applying Quality
in quality improvement Standards
improvemen processes  Video on Introduction to Quality Improvement
t https://www.youtube.com/watch?v=f-
Customers’ FbIA3ezBw
Satisfaction  Video on the 3C’s of Customer Satisfaction 2
https://www.youtube.com/watch?
v=8EeiY24AJdc
 TRAINING PLAN
Course CONTACT CENTER SERVICES NC II
Unit of PERFORM COMPUTER OPERATIONS
Competency
Module Title PERFORMING COMPUTER OPERATIONS
Modality BLENDED ONLINE
LEARNING CONTENTS LEARNING RESOURCES No of
OUTCOMES Hours
LO 1: Plan Basic  CBLM (e-CBLM), CCS NC II Performing
and Prepare ergonomic of Computer Operation
the task to keyboard  Video on Forearm, Wrist and Hand Pain
be and from working with computers: Good Use
undertaken computer Ergonomics
use https://www.youtube.com/watch?
v=bDF92KpSpq4
Main types of  PowerPoint Presentation on Parts and Ports
computers of Computer
and basic
features of
different
operating 2
systems

Main parts of
a computer

Storage
devices and
basic
categories of
memory
Relevant
types of
software

OH & S
principles
and
responsibiliti
es

LO 2: Input Standard  CBLM (e-CBLM), CCS NC II Performing

Data into a operating Computer Operation
Computer procedures  Video on Storage Devices
in entering https://www.youtube.com/watch?
and saving v=OsEDJM9NuGA 4
data into the
computer
Storage
media
 Ergonomic
guidelines

LO3. Access Procedures/  CBLM (e-CBLM), CCS NC II Performing

information Techniques Computer Operation
using in Accessing  Video on Learn the basics of touch typing
computer Information with KeyBlaze
https://www.youtube.com/watch?
Desktop v=2S3lhm8LaZo
Icons

Keyboard
Techniques
Based on
OHS
Requirement
s
LO 4: Cleaning,  CBLM (e-CBLM), CCS NC II Performing
Produce / Minor Computer Operation
Output data Maintenance
using and
computer Replacement  PowerPoint Presentation on How to Scan
system s of Viruses using different application
Consumables
2
Creating
More Space
in the Hard
Disk

Reviewing
Programs
LO5. Use Web surfing  CBLM (e-CBLM), CCS NC II Performing
basic Web Computer Operation
functions of browsers  Google search keywords:
a web Search What is the internet
browser to engines What is HTTP? 1.5
locate Terminologies in internet
information URLs and Web browsers
keywords
Links
Bookmarking
LO6. Deleting  CBLM (e-CBLM), CCS NC II Performing
Maintain Unwanted Computer Operation
computer Files  PowerPoint Presentation on How to Maintain
equipment Hard Disk Drive 1.5
and systems Checking
Hard Disk for
Errors

Viruses and
Up to Date
 Anti-Virus
Programs

TRAINING PLAN

COURSE CONTACT CENTER SERVICES NC II

Unit Of COMMUNICATE EFFECTIVELY IN ENGLISH FOR CUSTOMER SERVICE
Competen
cy
Module COMMUNICATING EFFECTIVELY IN ENGLISH FOR CUSTOMER
Title SERVICE
Modality BLENDED ONLINE
LEARNIN CONTENTS LEARNING RESOURCES No of
G Hours
OUTCOM
ES
LO1. Vocabulary  CBLM (e-CBLM), CCS NC II, Communicating
Demonstr Effectively in English for Customer Service
ate an  Task Sheet 1.1-2 on Conjugation of Verb
ability to Tenses
express Grammar • Videos: English Vocabulary Lessons with
oneself in JenniferESL (YouTube)
a clear https://www.youtube.com/playlist? 24
and Pronunciatio list=PL40CC3FD5FE42551D
concise n • PowerPoint Parts of Speech
manner • PowerPoint: Verb Tenses
 PowerPoint: Pronoun Antecedent Agreement
 Video on Stress and Pronunciation
https://www.youtube.com/watch?v=kIapQVNq3D4
 PowerPoint on Stress and Intonation
 Task Sheet 1.1-3a on English Vowel Sounds
 Tash Sheet 1.1-3b on English Consonants
LO2. The  CBLM (e-CBLM), CCS NC II, Communicating
Demonstr Communicat Effectively in English for Customer Service
ate an ion Process  Task Sheet 1.2-1 Communication
ability to Analysis: Barriers to Communication
listen and  Task Sheet 1.2-2 Idioms
comprehe  PowerPoint: Popular Idioms used in
nd Idiomatic Communication 8
effectively Expressions  Video on Active Listening
https://www.youtube.com/watch?
v=JAuJQwvx71Y
Active
Listening
 TRAINING PLAN

Course CONTACT CENTER SERVICES NC II

Unit Of PERFORM CUSTOMER SERVICE DELIVERY SERVICES
Competency
Module Title PERFORMING CUSTOMER SERVICE DELIVERY SERVICES
Modality BLENDED ONLINE
LEARNING CONTENTS LEARNING RESOURCES No of
OUTCOMES Hours
LO1. Call flow  CBLM (e-CBLM), CCS NC II, Performing
Demonstrate Customer Delivery Processes
an ability to  PowerPoint: The Call Flow
answer or https://www.slideshare.net/travispatt/call-
make a call Inbound call flowscriptingcall-center-training-sales?
procedures qid=da3a0490-2bbf-4d46-96c5-
d6a6fd3333e3&v=&b=&from_search=2
 Video on Breaking Down the Call Flow
Outbound https://www.youtube.com/watch?
call v=aySYg9v96h0 15
procedures  Video on Basic Call Handling Tips (with
Sample Call Flow)
https://www.youtube.com/watch?
v=AAAwrMyDrlE&t=798s
 Task Sheet 2.1-1 on Scripting
 Job Sheet 2.1-2 Inbound Mock Call
 Video on Mock Call Practice
https://www.youtube.com/watch?
v=tCF06bQk7_0
 Job Sheet 2.1-3 Outbound Mock Call
 Video on Simple Outbound Call
https://www.youtube.com/watch?
v=6UWzVyNtbS0&t=7s

LO2. Types of  CBLM(e-CBLM), CCS NC II, Performing

Demonstrate customers Customer Delivery Processes
an ability to  Task Sheet 2.2-1 on Identifying Types
identify a Customer of Customers
customer Needs  Video on Types of Customers
need https://www.youtube.com/watch?
v=p6TzRYOk_DY 25
Service  PowerPoint on Customer Needs
mentality  Video on Service Mentality
https://www.youtube.com/watch?
v=k2wAUaiv2YU
 Culture  PowerPoint on US Culture
Awareness  PowerPoint on UK Culture
 PowerPoint on Australian Culture
 PowerPoint on Canadian Culture

LO3. Effective  CBLM (e-CBLM), CCS NC II, Performing

Demonstrate Response Customer Delivery Processes
an ability to Enablers  PowerPoint on Effective Response Enablers
capture and  Video on Effective Response
provide https://www.youtube.com/watch?
information v=mURY03TSabQ
and/or  Task Sheet 2.3-2 on Giving
directions Giving Instructions and Directions
Instructions  Job Sheet 2.3-2 Call Simulation
and  PowerPoint on Hold and Transfer Procedure
directions  Task Sheet 2.3-3 Hold and Transfer 8
Procedure Scripting
 Video on Hold Procedure
https://www.youtube.com/watch?
v=65wlUC5mBEs
 Video on Warm and Cold Transfer
https://www.youtube.com/watch?v=5gl-
kYEIy4c

Hold and
Transfer
Protocols
 TRAINING PLAN

Course CONTACT CENTER SERVICES NC II

Unit of DEMONSTRATE ABILITY TO EFFECTIVELY ENGAGE CUSTOMERS
Competency
Module Title DEMONSTRATING ABILITY TO EFFECTIVELY ENGAGE CUSTOMERS
Modality BLENDED ONLINE
LEARNING CONTENT LEARNING RESOURCES No of
OUTCOMES S Hour
s
LO1. Empathy  CBLM (e-CBLM): CCS NC II-Demonstrating an
Demonstrat vs Ability to Effectively Engage Customers
e an ability Sympathy  Video on Empathy vs Sympathy 5
to https://www.youtube.com/watch?
empathize v=35Wt8LhoVHA
to the
customer
LO2. Handling  CBLM (e-CBLM): CCS NC II-Demonstrating an
Demonstrat Irate Ability to Effectively Engage Customers
e an ability Customers  Task Sheet 3.2-1 on Handling Irate
to manage Customers
difficult  Job Sheet 3.2-1 Simulation on Effective
situations Interpersonal Relationship with the
Customers 35
Handling  Video on Mock Calls- Handling Irate Customers
Customer https://www.youtube.com/watch?v=evSeZm2iFKo
Complaints  Task Sheet 3.2-2 on Handling Customer
Complaints
 Video on Handling Customers
https://www.youtube.com/watch?
v=LiNyzOmW4dQ