TESDA-OP CO-01-F11

(Rev.No.00-03/08/17)

COMPETENCY-BASED CURRICULUM

A. Course Design

Course Title: Contact Center Services

Nominal Duration: 144 hours
Qualification Level: NC II

Course Description: This course is designed to enhance the knowledge, skills and attitudes
of a trainee/student on core competencies such as: Communicate
effectively in English for customer service; Perform customer service
delivery processes and; Demonstrate ability to effectively engage
customers.

It includes common competencies such as apply quality standards and

perform computer operations.

It also includes basic competencies such as: Participate in workplace

communication; Work in a team environment; Practice career
professionalism and; Practice occupational health and safety
procedures.

Trainee Entry
Requirements:

Candidate / trainee must posses the following qualifications:

 Must be able to communicate in English both oral and written

 Must have completed at least 10 years of basic education or an
ALS Certificate of Achievement with grade 10 equivalent holder

____________________________________________________________________________________________________________
CBC Contact Center Services NC II -1-
Digital Communication and Technological College Inc.
COURSE STRUCTURE

Basic Competencies
No. of Hours: (18 hours)

UNIT OF Nominal
MODULE TITLE LEARNING OUTCOMES
COMPETENCY Duration

1. Participate in 1.1. Participating in Article I. Obtain and convey

workplace workplace workplace information
communication communication 1.1.1. Complete relevant work related 4
documents
1.1.2. Participate in workplace
meeting and discussion

2. Work in a team 2.1. Working in a 2.1.1. Describe and identify team role
environment team and responsibility in a team. 4
environment 2.1.2. Describe work as a team
member.

3. Practice career 3.1. Practicing career 3.1.1. Integrate personal objectives

professionalism professionalism with organizational goals
5
3.1.2. Set and meet work priorities
3.1.3. Maintain professional growth
and development

4. Practice 4.1. Practicing 4.1.1. Identify hazards and risks

occupational occupational 4.1.2. Evaluate hazards and risks
5
health and safety health and safety 4.1.3. Control hazards and risks
procedures procedures 4.1.4. Maintain occupational health
and safety awareness

Common Competencies
No. of Hours: (18 hours)

UNIT OF Nominal
MODULE TITLE LEARNING OUTCOMES
COMPETENCY Duration
1. Apply Quality 1.1 Applying quality 1.1.1. Assess quality of received
Standards standards materials
8
1.1.2. Assess own work
1.1.3. Engage in quality improvement
2. Perform 2.1 Performing 2.1.1. Plan and prepare for task to be
Computer computer undertaken
Operations operations 2.1.2. Input data into computer
2.1.3. Access information using
computer
2.1.4. Produce output / data using 10
computer system
2.1.5. Use basic functions of a www-
browser to locate information
2.1.6. Maintain computer equipment
and systems

____________________________________________________________________________________________________________
CBC Contact Center Services NC II -2-
Digital Communication and Technological College Inc.
 Core Competencies
No. of Hours: (108 hours)

UNIT OF Nominal
MODULE TITLE LEARNING OUTCOMES
COMPETENCY Duration
1. Communicate 1.1. Communicating Article II. Demonstrate an ability
Effectively in Effectively in to express oneself in a clear and
English for English for concise manner
Customer Customer 1.1.2 Demonstrate an ability to 36
Service Service listen and comprehend
effectively

2. Perform 2.1. Performing 2.1.1. Demonstrate an ability to

Customer customer service answer or make a call
Service Delivery delivery 2.1.2. Demonstrate an ability to
36
Processes processes identify a customer need
Demonstrate an ability to capture and
provide information and/ or directions

3. Demonstrate 3.1. Demonstrating 3.1.1. Demonstrate an ability to

Ability to the ability to empathize with a customer
Effectively effectively 3.1.2. Demonstrate an ability to 36
Engage engage manage difficult conversations
Customers customers

Assessment Methods:
 Written/Oral examination
 Demonstration of practical skills
 Direct Observation

Course Delivery:

 Online Learning
 Distance Learning
 Face-to-Face
 Blended Distance Learning (Combination of Distance Learning and Face-to-Face Learning)
 Blended Learning (Combination of Online Learning and Face-to-Face Learning)

____________________________________________________________________________________________________________
CBC Contact Center Services NC II -3-
Digital Communication and Technological College Inc.
RESOURCES:
EQUIPMENT MATERIALS
Computer with peripherals Software applications
Computer tables and chairs (ergonomic) Voice and data contact center solution
Dialer Call master
Internet subscription RJ 45
Telephone UTP cable
Headset Contact cleaner
UPS Tape (audio)
Server Bond paper
Hub – 24 port Voice sampling
Modem Company manual / procedures
Fax machine Journals
Voice recorder Reference Book
PC Video camera Modules
Integrated Voice Response System (IVRS) / Hand-outs
Switchboard
Whiteboard Internet access

QUALIFICATION OF INTSTRUCTORS/TRAINERS

 Must have completed Trainer’s Methodology Level I (TM I) course

 Must be computer literate
 Must be physically and mentally fit
 Must have at least 18 months of contact center experience

____________________________________________________________________________________________________________
CBC Contact Center Services NC II -4-
Digital Communication and Technological College Inc.
 A. Modules of Instruction

Basic Competencies: 18 hours

Unit of Competency: Participate in workplace communication

Modules Title: Participating in workplace communication

Module Descriptor: This unit covers the knowledge, skills and attitudes
required to gather, interpret and convey information
response to workplace requirements

Nominal Duration: 4 hours

Summary of Learning Outcomes:

Article III. Obtain and convey workplace information

L.O.1. Complete relevant work related documents

L.O.2. Participate in workplace meeting and discussion

____________________________________________________________________________________________________________
CBC Contact Center Services NC II -5-
Digital Communication and Technological College Inc.
 Details of Learning Outcomes:

LO1 . Obtain and convey workplace information

Assessment Criteria Contents Conditions Methodologies Assessment

Methods

1. Specific relevant Parts of speech The students/ Group Written test

information is accessed trainees must discussion
from appropriate sources. Sentence be provided Practical/
construction with the Interaction performance
2. Effective questioning, active following: test
listening and speaking skills Effective Lecture
are used to gather and communication Writing Interviews /
convey information. materials (pen Reportorial questioning
& paper)
3. Appropriate medium is
used to transfer information References
and ideas. (books)

4. Appropriate non-verbal Manuals

communication is used.

5. Appropriate lines of
communication with
superiors and colleagues
are identified and followed.

6. Defined workplace
procedures for the location
and storage of information
are used.

7. Personal interaction is
carried out clearly and
concisely.

____________________________________________________________________________________________________________
CBC Contact Center Services NC II -6-
Digital Communication and Technological College Inc.
LO2. Complete relevant work related documents

Assessment Criteria Contents Conditions Methodologies Assessment

Methods

1. Ranges of forms relating Sentence The Group Written test

to conditions of construction students/trainee discussions
employment are s must be Practical/
completed accurately and Technical writing provided with Interaction performance
legibly. the following: test
Recording Lecture
2. Workplace data is information Paper Demonstration
recorded on standard
workplace forms and Pencils/ball pen Observation
documents.
References Interviews /
3. Basic mathematical (books) questioning
processes are used for
routine calculations. Manuals

4. Errors in recording
information on forms and
documents are identified
and rectified.

5. Reporting requirements to
superior are completed
according to enterprise
guidelines.

____________________________________________________________________________________________________________
CBC Contact Center Services NC II -7-
Digital Communication and Technological College Inc.
 LO3. Participate in workplace related meeting and discussion

Assessment Criteria Contents Conditions Methodologies Assessment

Methods

1. Team meetings are Basic mathematics The Group Written test

attended on time. students/trainee discussion
Technical writing s must be Practical/
2. Own opinions are clearly provided with Interaction performance
expressed and those of Types of forms the following: test
others are listened to Lecture
without interruption. Paper Interview

3. Meeting inputs are Pencils/ball pen

consistent with the meeting
purpose and established Reference
protocols. books

4. Workplace interactions are Manuals

conducted in a courteous
manner appropriate to
cultural background and
authority in the enterprise
procedures.

5. Questions about simple

routine workplace
procedures and matters
concerning conditions of
employment are asked and
responded.

6. Meeting outcomes are

interpreted and
implemented.

____________________________________________________________________________________________________________
CBC Contact Center Services NC II -8-
Digital Communication and Technological College Inc.
 Unit of Competency: Work in a team environment

Modules Title: Working in a team environment

Module Descriptor: This module covers the knowledge, skills,

and attitudes required to relate in a work based environment.

Nominal Duration: 4 hours

Summary of Learning Outcomes:

LO1. Describe and identify team role and responsibility in a team.

LO2. Describe work as a team member.

____________________________________________________________________________________________________________
CBC Contact Center Services NC II -9-
Digital Communication and Technological College Inc.
 Details of Learning Outcomes:

LO 1. Describe and identify team role and responsibility in a team

Assessment Criteria Contents Conditions Methodologies Assessment

Methods

1. The role and objective of Team roles The students/ Group Written test
the team is identified from trainees must discussion/inter
available resources of Definition of team be provided action Observation
information. with the
Difference between following: Case studies Simulation
2. Team parameters, reporting team and group
relationships and Standard Simulation Role playing
responsibilities are Different sources of operating
identified from team information procedure
discussions and (SOP) of
appropriate external Objectives and workplace
sources goals of teams Job procedures

Client/supplier
instructions

Quality
standards

Organizational
or external
personnel

____________________________________________________________________________________________________________
CBC Contact Center Services NC II - 10 -
Digital Communication and Technological College Inc.
LO2. Describe work as a team member

Assessment Criteria Contents Conditions Methodologies Assessment

Methods

1. Effective and appropriate Communication The Group Observation

forms of communications process students/traine discussion/inte of work
used and interactions es must be raction activities
undertaken with team Team provided with
members who contribute to structure/team the following: Case studies Observation
known team activities and roles through
objectives were identified. SOP of Simulation simulation or
Group planning workplace role play
2. Effective and appropriate and decision Job
contributions to making procedures Case studies
complement team activities and
and objectives were made Organization scenarios.
based on individual skills or external
and competencies and personnel
workplace context.

3. Observances of protocols in
reporting using standard
operating procedures were
followed.

4. Contribute to the
development of team work
plans based on an
understanding of team’s
role and objectives and
individual competencies of
the members.

____________________________________________________________________________________________________________
CBC Contact Center Services NC II - 11 -
Digital Communication and Technological College Inc.
 Unit of Competency: Practice career professionalism

Modules Title: Practicing career professionalism

Module Descriptor: This module covers the knowledge, skills and

attitudes in promoting career growth and advancement,
specifically to integrate personal objectives with organizational
goals set and meet work priorities and maintain professional
growth and development.

Nominal Duration: 5 hours

Summary of Learning Outcomes:

LO1. Integrate personal objectives with organizational goals

LO2. Set and meet work priorities

LO3. Maintain professional growth and development

____________________________________________________________________________________________________________
CBC Contact Center Services NC II - 12 -
Digital Communication and Technological College Inc.
 Details of Learning Outcomes:

LO1. Integrate personal objectives with organizational goals

Assessment Criteria Contents Conditions Methodologies Assessment

Methods

1. Personal growth and work Personal The students/ Interactive Role play
plans towards improving development- trainees must -lecture
the qualifications set for social aspects: be provided Interview
professionalism are intra and with the Simulation
evident. interpersonal following: Written
development Demonstration examination
2. Intra and interpersonal Workplace
relationship in the course of Organizational Code of ethics Self-paced
managing oneself based on goals Organizational instruction
performance evaluation is goals
maintained. Personal hygiene
and practices Handouts and
3. Commitment to the Personal
organization and its goal is Code of ethics development-
demonstrated in the social aspects
performance of duties.
CD’s, VHS
4. Practice of appropriate tapes,
personal hygiene is transparencies
observed.

5. Job targets within key result

areas are attained.

____________________________________________________________________________________________________________
CBC Contact Center Services NC II - 13 -
Digital Communication and Technological College Inc.
LO2. Set and meet work priorities

Assessment Criteria Contents Conditions Methodologies Assessment

Methods

1. Competing demands to Organizational Key The students/ Interactive Role play

achieve personal, team and Result Areas (KRA) trainees must lecture
organizational goals and be provided Interview
objectives are prioritized. Work values and with the Group
ethical standards following discussion Written
2. Resources are utilized examination
efficiently and effectively to Company policies Hand outs on Structured
manage work priorities and on the use and Organizational activity
commitments. maintenance of KRA
equipment Work values Demonstration
3. Practices and economic and ethics
use and maintenance of
equipment and facilities are Company
followed as per established policies and
procedures. standards

4. Job targets within key result Sample job

areas are attained. targets

Learning guides

CD’s, VHS
tapes,
transparencies

____________________________________________________________________________________________________________
CBC Contact Center Services NC II - 14 -
Digital Communication and Technological College Inc.
 LO3. Maintain professional growth and development

Assessment Criteria Contents Conditions Methodologies Assessment

Methods

1. Training and career Qualification The Interactive Demonstration

opportunities relevant to the standards students/trainees lecture
job requirements are must be provided Interview
identified and availed. Gender and with the following Film viewing
development Written
2. Licenses and/or (GAD) sensitivity Quality standards Role examination
certifications according to play/simulation
the requirements of the Professionalism GAD handouts Portfolio
qualifications are acquired in the workplace CD’s, VHS tapes Group assessment
and maintained on professionalism discussion
List of in the workplace
3. Fundamental rights at work professional Professional
including gender sensitivity licenses
are manifested/ observed licenses samples

4. Training and career

opportunities based on the
requirements of industry
are completed and
updated.

____________________________________________________________________________________________________________
CBC Contact Center Services NC II - 15 -
Digital Communication and Technological College Inc.
 Unit of Competency: Practice Occupational Health and Safety Procedures

Modules Title: Practicing Occupational Health and Safety Procedures

Module Descriptor: This module covers the knowledge, skills and

attitudes required to comply with the regulatory and
organizational requirements for occupational health and safety
such as identifying, evaluating and maintaining occupational
health and safety (OHS) awareness.

Nominal Duration: 5 hours

Summary of Learning Outcomes:

LO1. Identity hazards and risks

LO2. Evaluate hazards and risks

LO3. Control hazards and risks

LO4. Maintain occupational health and safety awareness

____________________________________________________________________________________________________________
CBC Contact Center Services NC II - 16 -
Digital Communication and Technological College Inc.
 Details of Learning Outcomes

LO1. Identify hazards and risks

Assessment Criteria Contents Conditions Methodologies Assessment

Methods

1. Workplace hazards and Hazards and The students/ Interactive Situation

risks are identified and risks trainees must be -lecture analysis
clearly explained. identification and provided with the
control following: Simulation Interview
2. Hazards/risks and its
corresponding indicators Organizational Workplace Symposium Practical
are identified in with the safety and health Personal examination
company procedures. protocol protective Group
equipment (PPE) dynamics Written
3. Contingency measures are Threshold limit examination
recognized and established value (TLV) Learning guides
in accordance with
organizational procedures. OHS indicators Hand-outs

Organizational
safety and health
protocol

OHS indicators

Threshold limit
value

Hazards/risk
identification and
control

CD’s, VHS tapes,

transparencies

____________________________________________________________________________________________________________
CBC Contact Center Services NC II - 17 -
Digital Communication and Technological College Inc.
 LO2. Evaluate hazards and risks

Assessment Criteria Contents Conditions Methodologies Assessment

Methods

1. Terms of maximum TLV table The Interactive Interview

tolerable limits are students/trainees lecture
identified based on Philippine OHS must be provided Written
threshold limit values standards with the following Situation examination
(TLV) analysis
Effects of Hand outs on Simulation
2. Effects of hazards are hazards in the Philippine OHS Symposium
determined. workplace standards
Film viewing
3. OHS issues and Ergonomics Effects of hazards
concerns are in the workplace Group
identified in EGG Regulations dynamics
accordance with Ergonomics
workplace
requirements and EGG regulations
relevant workplace
OHS legislation. TLV table

CD’s, VHS tapes,

transparencies

____________________________________________________________________________________________________________
CBC Contact Center Services NC II - 18 -
Digital Communication and Technological College Inc.
LO3. Control hazards and risks

Assessment Criteria Contents Conditions Methodologies Assessment

Methods

1. OHS procedures for Clean air act The Interactive Written

controlling hazards and students/trainees lecture examination
risk are strictly followed. Electrical and fire must be provided
safety code with the following: Symposium Interview
2. Procedures in dealing
with workplace Waste Hand outs on Film viewing Case/situation
accidents, fire and management Safety Regulations analysis
emergencies are Group
followed in accordance Disaster Clean air act dynamics Simulation
with the organization’s preparedness
OHS policies. and management Electrical and fire Self-paced
safety code instruction
3. Personal protective Contingency Waste
equipment (PPE) is measures and management
correctly used in procedures
accordance with Disaster
organization’s OHS preparedness and
procedures and management
practices.
Contingency
4. Procedures in providing measures and
appropriate assistance procedures
in the event of workplace
emergencies are OHS personal
identified in line with the records
established
organizational protocol. PPE

CD’s, VHS tapes,

transparencies

____________________________________________________________________________________________________________
CBC Contact Center Services NC II - 19 -
Digital Communication and Technological College Inc.
LO4. Maintain Occupational Health and Safety Awareness

Assessment Criteria Contents Conditions Methodologies Assessment

Methods

1. Procedures in emergency Operational The Interactive Demonstration

related drill are strictly health and safety students/trainees lecture
followed in line with the procedure, must be provided Interview
established organization practices and with the following Simulation
guidelines and procedures. regulations Written
Emergency- Workplace Symposium examination
2. OHS personal records are related drills and
filled up in accordance with training PPE Film viewing Portfolio
workplace requirements. assessment
OHS personal Group
3. PPE are maintained in line records dynamics
with organization guidelines
and procedures. CD’s, VHS tapes,
transparencies

Health record

____________________________________________________________________________________________________________
CBC Contact Center Services NC II - 20 -
Digital Communication and Technological College Inc.
Common Competencies: 18 hours

Unit of Competency: Apply Quality Standards

Modules Title: Applying Quality Standards

Module Descriptor: This module covers the knowledge, skills, attitudes and values
needed to apply quality standards in the workplace. The unit also
includes the application of relevant safety procedures and
regulations, organization procedures and customer requirements.

Nominal Duration: 8 hours

Summary of Learning Outcomes:

L.O.1. Assess quality of received materials

L.O.2. Assess own work

L.O.3. Engage in quality improvement

____________________________________________________________________________________________________________
CBC Contact Center Services NC II - 21 -
Digital Communication and Technological College Inc.
 LO 1. Assess quality of received materials

Assessment Criteria Contents Conditions Methodologies Assessment

Methods

1. Work instruction obtained Reading skills Students/ trainees Lecture- Hands-on

and work carried out in required to must be provided demonstration
accordance with standard interpret work with the following: Direct
operating procedures. instruction Self-paced observation
Work instructions instruction
2. Received materials Workplace Practical
checked against workplace standards and Manuals Group demonstration
standards and specifications (Operation Manual discussion
specifications. of the company /
Procedures in Manufacturer’s
3. Faulty materials related to obtaining and Instruction /
work are identified and carrying out work Service Manual)
isolated instructions Company /
Workplace
4. Faults and any identified Quality checking standards and
causes recorded and or procedures specifications
reported to the supervisor
concerned in accordance Fault
with workplace procedures identification and
reporting
5. Faulty materials are
replaced in accordance with Safety and
workplace procedures environmental
aspects of
production
process

Carry out work in

accordance with
policies and
procedures

____________________________________________________________________________________________________________
CBC Contact Center Services NC II - 22 -
Digital Communication and Technological College Inc.
LO 2. Assess own work

Assessment Criteria Contents Conditions Methodologies Assessment

Methods

1. Documentation relative to Communication Students/ trainees Lecture- Hands-on

quality within the company skills needed to must be provided demonstration
identified and used interpret and with the following: Direct
apply defined Self-paced observation
2. Completed work checked work procedures Organization work instruction
against workplace procedures Practical
standards and Identifying errors Group demonstration
specifications (deviation from Manufacturer’s discussion
customer and or Instruction Manual
3. Errors are identified and organization
isolated requirements) Customer
4. Information on the quality requirements
and other indicators of Other forms
production procedures
recorded in accordance
with workplace procedures

5. In cases of deviation from

specific quality standards,
causes documented and
reported in accordance with
the workplace’s standard
operating procedures.

____________________________________________________________________________________________________________
CBC Contact Center Services NC II - 23 -
Digital Communication and Technological College Inc.
LO 3. Engage in quality improvement

Assessment Criteria Contents Conditions Methodologies Assessment

Methods

1. Process improvement Relevant Students/ trainees Lecture- Hands-on

procedures participated in production must be provided demonstration
relative to workplace processes, with the following: Direct
assignment materials and Self-paced observation
products Organization work instruction
2. Work carried out in procedures Practical
accordance with process Safety and Group demonstration
improvement procedures environmental Manufacturer’s discussion
aspects of Instruction Manual
3. Performance of operation production
or quality of product of processes Customer
service to ensure customer requirements
satisfaction monitored Critical thinking
Other forms
Quality
improvement
processes

____________________________________________________________________________________________________________
CBC Contact Center Services NC II - 24 -
Digital Communication and Technological College Inc.
 Unit of Competency: Perform Computer Operations

Modules Title: Performing Computer Operations

Module Descriptor: This module covers the knowledge, skills, attitudes and values
needed to perform computer operations which include inputting,
accessing, producing, and transferring data using the appropriate
hardware and software.

Nominal Duration: 10 hours

Summary of Learning Outcomes:

L.O.1. Plan and prepare for tasks to be undertaken

L.O.2. Input data into computer

L.O.3. Access information using computer

L.O.4. Produce output/data using computer systems

L.O.5. Use basic functions of a www-browser to locate information

L.O.6. Maintain computer equipment and systems

____________________________________________________________________________________________________________
CBC Contact Center Services NC II - 25 -
Digital Communication and Technological College Inc.
 LO 1. Plan and prepare for tasks to be undertaken

Assessment Criteria Contents Conditions Methodologies Assessment

Methods

1. Requirements of tasks Reading and Students/ trainees Lecture- Hands-on

determined in accordance comprehension must be provided demonstration
with the required output skills required to with the following: Direct
interpret work Self-paced observation
2. Appropriate hardware and instructions and Equipment: instruction
software selected according to interpret basic 1 unit of computer Practical
to task assigned and user manuals voltage regulator / Group demonstration
required outcome UPS discussion
OH and S
3. Task planned to ensure that principles and Learning Materials:
OH and S guidelines and responsibilities Learning Manuals
procedures followed
Main types of Work Instruction
4. Client-specific guidelines computers and
and procedures followed basic features of Hand-outs
different
5. Required data security operating Supplies /
guidelines applied in systems Materials:
accordance with existing Operating System
procedures Main parts of a
computer Application
Storage devices program
and basic
categories of
memory

Relevant types of
software

General security,
privacy
legislation and
copyright

____________________________________________________________________________________________________________
CBC Contact Center Services NC II - 26 -
Digital Communication and Technological College Inc.
LO 2. Input data into computer

Assessment Criteria Contents Conditions Methodologies Assessment

Methods

1. Data entered into the Relevant types of Students/ trainees Lecture- Hands-on
computer using appropriate software must be provided demonstration
program/application in with the following: Direct
accordance with company Communication Self-paced observation
procedure skills to identify Equipment: instruction
lines of 1 unit of computer Practical
2. Accuracy of information communication, voltage regulator / Group demonstration
checked and information request advice, UPS discussion
saved in accordance with follow
standard operating instructions and Learning Materials:
procedures receive feedback Learning Manuals

3. Inputted data stored in Storage devices Work Instruction

storage media according to and basic
requirements categories of Hand-outs
memory
4. Work performed within Supplies /
ergonomic guidelines Basic Materials:
ergonomics of Operating System
keyboard and
computer user Application
program

____________________________________________________________________________________________________________
CBC Contact Center Services NC II - 27 -
Digital Communication and Technological College Inc.
LO 3. Access information using computer

Assessment Criteria Contents Conditions Methodologies Assessment

Methods

1. Correct program/application Relevant types of Students/ trainees Lecture- Hands-on

selected based on job software must be provided demonstration
requirements with the following: Direct
Business Self-paced observation
2. Program/Application Application Equipment: instruction
containing the information 1 unit of computer Practical
required accessed System software voltage regulator / Group demonstration
according to company UPS discussion
procedures Basic
ergonomics of Learning Materials:
3. Desktop icons correctly keyboard and Learning Manuals
selected, opened and computer user
closed for navigation Work Instruction
purposes
Hand-outs
4. Keyboard techniques
carried out in line with OHS Supplies /
requirements for safe use Materials:
of keyboards Operating System

Application
program

Disks

____________________________________________________________________________________________________________
CBC Contact Center Services NC II - 28 -
Digital Communication and Technological College Inc.
LO 4. Produce output / data using computer system

Assessment Criteria Contents Conditions Methodologies Assessment

Methods

1. Entered data processed Relevant types of Students/ trainees Lecture- Hands-on

using appropriate software software must be provided demonstration
commands with the following: Direct
Computer Self-paced observation
2. Data printed as required peripherals Equipment: instruction
using computer Storage devices 1 unit of computer Practical
hardware/peripheral and basic printer Group demonstration
devices in accordance with categories of discussion
standard operating memory voltage regulator /
procedures UPS

3. Files and data transferred Learning Materials:

between compatible Learning Manuals
systems using computer
software, Work Instruction
hardware/peripheral
devices in accordance with Hand-outs
standard operating
procedures Supplies /
Materials:
Operating System

Application
program

Disks

____________________________________________________________________________________________________________
CBC Contact Center Services NC II - 29 -
Digital Communication and Technological College Inc.
LO 5. Use basic functions of a www browser to locate information

Assessment Criteria Contents Conditions Methodologies Assessment

Methods

1. Information requirements for Web surfing Students/ trainees Lecture- Hands-on

Internet search established must be provided demonstration
Web browsers with the following: Direct
2. Browser launched Search engines Self-paced observation
Equipment: instruction
3. Search engine loaded URLS and 1 unit of computer Practical
keywords voltage regulator / Group demonstration
4. Appropriate search criteria UPS discussion
and/or URL of site entered Links
Learning Materials:
5. Relevant links followed to Bookmarking Learning Manuals
locate required information Work Instruction
Hand-outs
6. Useful pages bookmarked or
printed as required Supplies /
Materials:
Operating System
Application
program
Disks
Paper

____________________________________________________________________________________________________________
CBC Contact Center Services NC II - 30 -
Digital Communication and Technological College Inc.
LO 6. Maintain computer equipment and systems

Assessment Criteria Contents Conditions Methodologies Assessment

Methods

1. Procedures for ensuring Security Students/ trainees Lecture- Hands-on

security of data, measures must be provided demonstration
including regular back- with the following: Direct
ups and virus checks Anti-virus Self-paced observation
implemented in software/ Equipment: instruction
accordance with programs 1 unit of computer Practical
standard operating voltage regulator / Group demonstration
procedures File Management UPS discussion

2. Basic file maintenance Learning Materials:

procedures implemented Learning Manuals
in line with standard Work Instruction
operating procedures Hand-outs

Supplies /
Materials:
Operating System
Application
program

____________________________________________________________________________________________________________
CBC Contact Center Services NC II - 31 -
Digital Communication and Technological College Inc.
 Core Competencies: 108 hours

Unit of Competency: Communicate Effectively in English for Customer Service

Modules Title: Communicating Effectively in English for Customer Service

Module Descriptor: This unit covers the knowledge and skills needed to communicate
effectively in English while conducting a customer service delivery
process.

Nominal Duration: 36 hours

Summary of Learning Outcomes:

L.O.1. Demonstrate an ability to express oneself in a clear and concise manner

L.O.2. Demonstrate an ability to listen and comprehend effectively

____________________________________________________________________________________________________________
CBC Contact Center Services NC II - 32 -
Digital Communication and Technological College Inc.
 LO1. Demonstrate an ability to express oneself in a clear and concise manner

Assessment Criteria Contents Conditions Methodologies Assessment

Methods

 Proficiency in Understanding Students /trainees Self-pace using Written test

communication is communication should have the CBLMs using the self-
manifested by expressing following: checks in the
oneself effectively Basic sentence Regular CBLMs
patterns • pen and paper scheduled
 3 C’s of communication is online group Practical/
applied to effectively deliver Subject-verb • Computer or discussion or performance
messages, feedback and agreement cellphone be able one-on-one test/ interview /
instruction to communicate phone call questioning via
The uses of with the trainer discussion with online or phone
preposition for discussion the trainer communication
and practical with the trainer
demonstration

____________________________________________________________________________________________________________
CBC Contact Center Services NC II - 33 -
Digital Communication and Technological College Inc.
 LO2. Demonstrate an ability to listen and comprehend effectively

Assessment Criteria Contents Conditions Methodologies Assessment

Methods

Listening effectively is Effective Students /trainees Self-pace using Practical/

demonstrated by being communication skills should have the CBLMs performance
able to appropriately (active listening and following: test/ interview /
respond to questions and confidence in Regular questioning via
requests speaking) • pen and paper scheduled online or phone
online group communication
Comprehension is • Computer or discussion or with the trainer
demonstrated by being cellphone or one-on-one
able to respond effectively gadget to be phone call
with awareness of able to listen to discussion with
audience and purpose voice files and the trainer
regularly
communicate
with the trainer
for discussion
and practical
demonstration

____________________________________________________________________________________________________________
CBC Contact Center Services NC II - 34 -
Digital Communication and Technological College Inc.
 Unit of Competency: Perform Customer Service Delivery Processes

Modules Title: Performing Customer Service Delivery Processes

Module Descriptor: This module covers the knowledge, skills, attitudes in delivering
quality customer services by applying best practiced call center
operations, responding to and satisfying the customer needs and
providing after-sales support services.

Nominal Duration: 36 hours

Summary of Learning Outcomes:

L.O.1. Demonstrate an ability to answer or make a call

L.O.2. Demonstrate an ability to identify a customer need
L.O.3. Demonstrate an ability to capture and provide information and/ or directions

____________________________________________________________________________________________________________
CBC Contact Center Services NC II - 35 -
Digital Communication and Technological College Inc.
 LO1. Demonstrate an ability to answer or make a call

Assessment Criteria Contents Conditions Methodologies Assessment

Methods

1. Calls are answered in Enterprise Students /trainees Self-pace using Practical/

accordance with enterprise inbound call should have the CBLMs performance
inbound procedures procedures following: test/ interview /
Regular questioning via
2. Calls are made in Enterprise • pen and paper scheduled online or
accordance with enterprise outbound call online group phone
outbound procedures procedures • Computer or discussion or communication
cellphone or one-on-one with the trainer
gadget to be able phone call
to listen to voice discussion with
files and regularly the trainer
communicate
with the trainer
for discussion
and practical
demonstration

____________________________________________________________________________________________________________
CBC Contact Center Services NC II - 36 -
Digital Communication and Technological College Inc.
 LO2. Demonstrate an ability to identify customer need

Assessment Criteria Contents Conditions Methodologies Assessment

Methods

1. Customer needs are Fundamentals of Students /trainees Self-pace using Practical/

identified appropriately customer service should have the CBLMs performance
to avoid irritation following: test/
Rules of effective Regular interview /
2. Customer concern is business • pen and paper scheduled questioning
clarified or confirmed by communication in online group via online or
paraphrasing customer service • Computer or discussion or phone
cellphone or one-on-one communicatio
gadget to be able phone call n with the
to listen to voice discussion with trainer
files and regularly the trainer
communicate
with the trainer
for discussion
and practical
demonstration

____________________________________________________________________________________________________________
CBC Contact Center Services NC II - 37 -
Digital Communication and Technological College Inc.
 LO3. Demonstrate an ability to capture and provide information and /or directions

Assessment Criteria Contents Conditions Methodologies Assessment

Methods

1. Information from a call is Confidence in Students /trainees Self-pace using Practical/

captured and recorded speaking English should have the CBLMs performance
accurately in accordance as a call center following: test/
with prescribed process agent Regular interview /
guidelines • pen and paper scheduled questioning
online group via online or
2. Ability to carry out written • Computer or discussion or phone
and verbal instructions is cellphone or one-on-one communicatio
demonstrated accurately in gadget to be able phone call n with the
accordance with prescribed to listen to voice discussion with trainer
process guidelines files and regularly the trainer
communicate
3. Ability to direct the with the trainer
customer concerns to the for discussion
correct department or and practical
support group is demonstration
demonstrated accurately in
accordance with prescribed
process guidelines

____________________________________________________________________________________________________________
CBC Contact Center Services NC II - 38 -
Digital Communication and Technological College Inc.
 Unit of Competency: Demonstrate Ability to Effectively Engage Customers

Modules Title: Demonstrating Ability to Effectively Engage Customers

Module Descriptor: This module covers the knowledge, skills, attitudes in empathizing
with a customer and managing difficult conversations.

Nominal Duration: 36 hours

Summary of Learning Outcomes:

L.O.1. Demonstrate an ability to empathize with a customer

L.O.2. Demonstrate an ability to manage difficult conversations

____________________________________________________________________________________________________________
CBC Contact Center Services NC II - 39 -
Digital Communication and Technological College Inc.
 LO1. Demonstrate an ability to emphatize with a customer

Assessment Criteria Contents Conditions Methodologies Assessment

Methods

1. Ability to sense feelings Call flow process in Students Self-pace using Practical/
of customers and a contact center /trainees should CBLMs performance
respond accordingly to have the test/ interview /
acknowledge such The importance of following: Regular questioning via
feeling is empathy among call scheduled online online or phone
demonstrated. center agents • pen and paper group discussion communication
or one-on-one with the trainer
2. Empathy for the • Computer or phone call
customer was cellphone or discussion with
demonstrated gadget to be the trainer
according to the able to listen to
purpose of the call voice files and
regularly
communicate
with the trainer
for discussion
and practical
demonstration

____________________________________________________________________________________________________________
CBC Contact Center Services NC II - 40 -
Digital Communication and Technological College Inc.
 LO2. Demonstrate an ability to manage difficult conversations

Assessment Criteria Contents Conditions Methodologies Assessment

Methods

1. Ability to sense Methods and Students Self-pace using Practical/

feelings of techniques in /trainees should CBLMs performance test/
customers and managing difficult have the interview /
respond conversations following: Regular questioning via
accordingly to scheduled online online or phone
acknowledge such • pen and paper group discussion communication
feelings is or one-on-one with the trainer
demonstrated. • Computer or phone call
cellphone or discussion with
2. Empathy for the gadget to be the trainer
customer was able to listen to
demonstrated voice files and
according to the regularly
purpose of the call. communicate
with the trainer
for discussion
and practical
demonstration

____________________________________________________________________________________________________________
CBC Contact Center Services NC II - 41 -
Digital Communication and Technological College Inc.