TRAINING INDUCTION

PROGRAM
ICT--CONTACT CENTER SERVICES NCII

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MEET YOUR
TRAINER
ROSE ANNE E. PATRIMONIO
QUALIFICATION:
BACHELOR OF SECONDARY EDUCATION
SPECIALIZATION: TLE
CONTACT CENTER SERVICES NCII
TRAINERS METHODOLOGY I

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 Please observe the following when we have a web conferencing:

 Dress appropriately
 Be aware of your surroundings
 Mute your microphone when you’re not talking
 Stay seated and stay present

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suscipit ante eu varius. About Us
• Morbi a purus dolor. Suspendisse sit amet ipsum
finibus justo viverra blandit. Lorem ipsum dolor sit amet, consectetur
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WELCOME TO PHILIPPINE CALL
CENTER INSTITUTE INC.

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 WHO ARE WE?
•

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OBJECTIVES:
To educate, develop and equip
young professionals with the
skills necessary to excel and
succeed in the competitive call
center and BPO industry.

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 Insert or Drag and Drop
your Photo Here

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CONTACT
CENTER
SERVICES
NCII

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 TRAINING DURATION
BASIC COMPETENCIES 18 HRS

COMMON COMPETENCIES 18HRS

CORE COMPETENCIES 104 HRS

TOTAL NO OF HOURS 140HRS/ 18 DAYS

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 1.Participate in 2. Work in a
workplace team
communication environment

BASIC
COMPETENCIES

4. Practice
3. Practice career occupational
professionalism health and safety
procedures

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 COMMON
COMPETENCIES

Perform
Apply Quality Computer
Standards Operations

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 Communicate
Effectively in
English for
Customer
Service

Perform
customer
CORE service
COMPETENCIES delivery
process

Demonstrate
ability to
effectively
engage
customers

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 STUDY GUIDE
CONTACT CENTER SERVICES NCII

• APPLY QUALITY STANDARDS

• NOMINAL DURATION 18 hours

Prepared by: Rose Anne E. Patrimonio

Introduction:
This module covers the knowledge and skills needed to engage in quality improvement.

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 Common Competencies
LO3-ENGAGE IN QUALITY
IMPROVEMENT
OBJECTIVE:
At the end of this module you should be able to”
1. Process improvement procedures are participated in
relative to workplace assignment.
2. Work is carried out in accordance with process improvement
procedures.
3. Performance of operation or quality of product of service
to ensure customer satisfaction is monitored.

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LEARNING RESOURCES:

Task Sheets
Webinars
Self-paced learning materials uploaded in LMS (Interactive Book-Type Lessons, H5Ps, Online Presentation, etc)

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 STUDY GUIDE

ACTIVITIES (Include Online and Offline activities)

Online Activities
•  
• Web conferencing (Orientation) – attend Trainees Induction Program 9am
• Web Forum: Self – Introduction
• Take pre-test and other quizzes 
• Read books and other learning resources in LMS
• Web conference (discussion)

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ACTIVITIES (Include Online and Offline activities)
 
Offline Activities

1) Read eLearning contents in books and presentations

2) Use interactive eLearning materials
3) Take quizzes; (graded)
4) Participate in Forums; (required) 

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 STUDY SCHEDULE

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 STUDY GUIDE
REFERRENCES:
 
CBC Facilitate Blended Learning Sessions
CBLM Facilitate Learning Sessions
Online Researchers, Journals/Articles (See Learning Materials)
TM1 Final Output
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 MONITORING eLearning
Accomplishment

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 ASSESSMENT METHODS

• FORMATIVE
• After each topic, a QUIZ is administered to assess the knowledge components of
each learning outcome.
• After each module, a MODULAR ASSESSMENT is administered to assess the
knowledge, skills and attitudes.

• SUMMATIVE
• At the end of the course, an INSTITUTIONAL assessment is done.

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 HOW TO SUBMIT OUTPUTS

• Go to your course site

• Click the task
• Edit submission
• Attach the file to be submitted (PDF form)
• Click save

• OUTPUTS can be submitted in various forms (as required in the task) through Task Bins, emails
and for large file sizes, it is advisable to use a DVD/CD ROM or USB Pen Drives.

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 MONITORING AND GRADING

• Built-in LMS Monitoring System such as activity reports, logs reports,

and grade book shall be utilized to track the attendance and learning
progress of the trainees. The activity completion tracker shall be enabled
for the participants to monitor their own progress.

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 GRADING SYSTEM

• For each topic, grading shall be on any of the following: (80% grade is
required)
• Simple Direct Grading
• Letter Grades
• GPA Scale
• Performance criteria checklist

• For every module, it will be PERFOMANCE-BASED | COMPETENT or NOT YET

COMPETENT

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 HOW DO LEARNERS MONITOR THEIR GRADES

• Curriculum based monitoring tests.

The trainer uses standardized tests that include all the material
presented over the duration of the module.

• Observation and interaction. ...

• Frequent evaluations. ...
• Formative assessment.

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Online trainers shall be online to respond to participants’ queries from 8:00AM to

5:00PM weekdays through the following mechanism:

• Instant Messaging: Respective Messenger Groups

• Discussion Forum: Can be accessed through the LMS
•  Personal Contact Number: 0917*******

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 WELCOME TO THE NEW NORMAL!

• HELLO! TO THE EXCITING WORD OF

ONLINE LEARNING

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