COMMUNICATING

EFFECTIVELY
IN ENGLISH
 Subcontract

A legal agreement by which you

hire another person or company to
do part of a job you have been
hired to do
 Outsource

To send away some of company’s

work to be done by people
outside the company
CONTACT CENTER SERVICES

This industry is the fastest growing industry

in the Philippines. The CCS industry is part of
the outsourcing industry where big
companies subcontract a part of their
department off-shore.
 The CCS industry has helped in
augmenting the economy of the country. It
has been forecasted that the Outsourcing
Industry will continue to grow rapidly in the
coming years.
 According to the British Broadcasting
Company, the Philippines outranked India in
providing professionals in CCS in 2012.
Currently, the country is still counting on
this industry to drive the formation of new
jobs.
Why do Contact Center and Business Process
Outsourcing companies choose the
Philippines?

We, Filipinos, have the potentials to develop

excellent communication skills. Moreover, we
are highly trainable in terms of our speaking
and listening skills.
Develop communication skills in English, both
written and spoken media
• communication pathways
• elements of communication
• barriers to communication
• oral and listening skills
• grammar, writing skills
• voice and accent
• communication cues.
 To communicate using words, whether
written or spoken, is the primary
responsibility of a Contact Center Service
provider. It is part of his/her daily task,
whether inbound or outbound. The
communication process is a two-way street
that entails careful choice of words, proper
delivery, and an open mind.
A person who has achieved this Qualification is
competent to be:
Inbound/Outbound Contact Center Service Agent, including
entry-level positions for:

Inbound
Sales
Customer Service
Technical Support
IT Helpdesk
Outbound
Sales
Survey
Collection
COMMUNICATION PATHWAY

Verbal Communication

In the CCS industry, verbal communication occurs in

phone or in person. In this type of communication, the
message is transmitted verbally. Hence, it is important to
remember the acronym KISS (keep it short and simple).
For example:

A. I understand that you lost the receipt but we have to

follow the standard procedure regarding return of
items without receipt.

B. I understand your concern. However, we have

procedures to follow regarding the matter.

Statements A and B contain the same message. However, statement

B transmits the message in a simpler yet more concise way.
Verbal Communication

• Written communication
- use written words to transmit message
- common form of communication
- e.i. memos, proposals, training manuals,
company policies, and letters
- asynchronous (occurs at different times)
• Oral communication
- transmitting message through spoken
words
- occurs in telephone calls or in person
• Electronic communication
- uses electronically written/ encoded
words in transmitting message
- Businesses rely on the use of e-mail as a
form of communication internally (within
the company) and externally (outside
the company).
Non-Verbal Communication

Other means of communicating are used on this

type of communication like the use of gestures,
facial expression, body posture and eye contact.
Sometimes visuals and images are also used to
transmit a message.
Ways to Communicate Advantage Disadvantage
Oral communication Brings quick feedback Speaker is usually
unable to process
message before
speaking
Written communication Messages can be Does not bring instant
edited before sending feedback
Can be saved for later Takes time to prepare
study and requires writing
ability
Electronic Disregards the aspect Relies on good internet
communication of distance connection
 No matter what form of
communication you intend to use
or which communication pathway
you use, always remember that the
key to a good communication is
courtesy. Be courteous all the time.
Helpful tips for you to consider in establishing good
communication among your customers or anybody
else in your workplace. You must be:
alert pleasant
polite friendly
fair thoughtful
cooperative humble
tolerant and considerate loyal
sensitive honest
show self-control flexible and adaptable
punctual enthusiastic
responsible