TESDA-OP CO-01-F11

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

COMPETENCY-BASED CURRICULUM

A. Course Design

Course Title : CONTACT CENTER SERVICES NCII

Nominal Duration : 144 -hours
Qualification Level : Level II
Course Description : This course is designed to develop the basic and common
knowledge, skills, and attitudes of a Contact Center Services
Provider in accordance with industry standards. It covers the
basic, common and core competencies. Specifically, it includes
competencies such as - communicate effectively in English for
customer service, demonstrate ability to effectively engage
customers and perform customer service delivery.

Trainee Entry Requirement:

Candidate / trainee must possess the following qualifications, must be

 Able to communicate both oral and written

 High School Graduate
 Good moral character
 Must be physically and mentally fit
 Can communicate in English both in oral and written.
 *Must pass the trainability / aptitude test

* Optional

Document Requirements

 Long size white folder - 1 pc.

Original and Photocopy of the following: (1pc.)

 Birth Certificate -(NSO or LCR)

 Junior/High School Diploma / ALS Certificate -(for High School Graduate)
 College Diploma / Transcript of Record -(for College Degree or Level)
 School Certificate -(if any)
 Marriage Certificate -(if Married)
 NCAE / NCEE or Youth Profiler -(Optional)

Recent ID Pictures
Primetech Skills Institute, Inc.
(ID Pictures must white background and the attire must have collar)

 1x1 Pictures - 4 -pcs.

 2X2 Pictures - 1 –pcs.

* Entry requirements may change depending on the update / upgrade for institutions filing
system and skills development.
* Original documents must show upon submitting the requirements only.

Primetech Skills Institute, Inc.

 Course Structure
Basic Competencies
No. of Hours: 18 -Hours

Nomi
UNIT OF
MODULE TITLE LEARNING OUTCOMES nal
COMPETENCY Hrs.
BASIC 18

1. Participate in 1.1. Participating in 1.1.1. Obtain and convey

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

2. Work in a team 2.1. Working in a 2.1.1. Describe team role and

environment team environment scope
6
2.1.2. Identify own role and
responsibility within a team
2.1.3. Work as a team member

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

professionalism career with organizational goals
4
professionalism 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
4
health and health and safety 4.1.3. Control hazards and risks
safety procedures 4.1.4. Maintain OHS awareness
procedures

Common Competencies

Primetech Skills Institute, Inc.

 No. of Hours: 18 -Hours

1. Apply Quality 1.1 Applying 1.1.1. Assess quality of received

Standards quality standards materials
8
1.1.2. Assess own work
1.1.3. Engage in quality
improvement

2. Perform 2.1 Performing 2.1.1. Input data into computer

Computer computer 2.1.2. Access information using
Operations operations computer
2.1.3. Produce output/data using
Computer system
2.1.4. Use basic functions of a
www-browser to locate
information
10
2.1.5. Maintain computer
Equipment and systems
2.1.6 Plan and Prepare for task
to be undertaken

Core Competencies
No. of Hours: 108 -Hours

1. Communicate 1.1. Communicating 2.1.6. Demonstrate an ability to

effectively in effectively in express oneself in a clear
English for English for and concise manner 40
customer customer service 2.1.7. Demonstrate an ability to
service listen and comprehend
effectively

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

customer service customer service answer or make a call
delivery delivery processes 2.1.2. Demonstrate an ability to
40
processes Identify a customer need
2.1.3. Demonstrate an ability to
capture and provide
information and/or
direction

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

ability to ability to empathize with a customer
28
effectively effectively engage 2.1.2. Demonstrate an ability to
engage customers manage difficult
customers conversations

Primetech Skills Institute, Inc.

 Assessment Methods :

 Written/Oral examination
 Demonstration of practical skills
 Direct Observation

Course Delivery :

 Lecture/Demonstration
 Self-pace/Modular
 Dual Training System
 Distance Learning
 Role playing
 Peer Teaching / Mentoring

Resources :

(List of recommended tools, equipment and materials for the training of

25 trainees for Contact Center Services NCII.

Qty. Tools Qty. Equipment Qty. Materials

25 sets Computer with 25 sets Macromedia
peripherals (for Flash browser
use in audio and plug-in and
video playback application,
of reference and updated to the
sample latest version
recordings)
25 sets Computer tables 1 set Video and
and chairs audio
(ergonomic) recordings
(sample
speech
reference
recordings)
1 unit LCD projector 1 set Video and
audio
recordings
(sample
contact center
recordings)

1 unit White board

1 facility ESL laboratory
(optional)
1 Internet access
subscription
25 sets Software for
office
productivity

Primetech Skills Institute, Inc.

 25 sets Internet browser
(Google
Chrome, Safari,
Firefox, etc.
except Internet
Explorer)
updated to the
latest version

Facilities :

The Contact Center Workshop must be of concrete structure. Based on class size of 25
student/trainees the space requirements for the teaching/learning and circulation areas are as follows:

TEACHING / SIZE AREA TOTAL AREA

LEARNING AREAS (in METER) (in Sq. Meters) (in Sq. Meters)
lecture area 4x5 20 20
wash room 2x5 10 10
laboratory (cubicle) 1.5 x 2(5) 15 15
learning resource /
storage
4x5 20 20
circulation area 20 20
Total Workshop Area: 85

Qualification of Instructors/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 contact center experience
 * Must qualify in the following:
- AB/BS degree holder
- 12 mos. Experience in training - or as a trainer

* Optional – Only when required by the hiring institution.

B. Modules of Instruction

Primetech Skills Institute, Inc.

 Basic Competencies

UNIT OF COMPETENCY : PARTICIPATE IN WORKPLACE COMMUNICATION

MODULE TITLE : PARTICIPATING IN WORKPLACE

COMMUNICATION

MODULE DESCRIPTION : This module covers the knowledge, skills

and attitudes required to obtain, complete and
convey information in response to workplace
requirements.

NOMINAL DURATION : 4 hours

Summary of Learning Outcomes:

L.O.1. Obtain and convey workplace information

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

L.O.3. Complete relevant work related documents

Details of Learning Outcomes:

LO1 . Obtain and convey workplace information

Contents Conditions Methodologies Assessment

Methods
Effective Writing materials (pen & Interaction Written test
Communication paper)
Lecture Practical/performance test
Manuals
Interview

Modes of References (books) Group discussion Written test

Communication
Writing materials (pen & Interaction Practical/performance test
paper)
Lecture Interview
Manuals

Communication Writing materials (pen & Group discussion Written test

Procedures and paper)
System Interaction Practical/performance test
Internet Facilities
Video Presentations Lecture Interview

Reportorial

LO2. PARTICIPATE IN WORKPLACE MEETINGS AND DISCUSSIONS

Contents Conditions Methodologies Assessment

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 Methods
Sentence construction Paper Group discussions Written test

Pencils/ball pen Interaction Practical/performance test

Video Presentations Lecture Interview

Following simple Paper Group discussions Written test

languages
Pencils/ball pen Interaction Practical/performance test

Internet Facilities Lecture Interview

Recording information Manuals Group discussions Written test

Record Log-Sheets Interaction Practical/performance test

Lecture Interview

LO3. COMPLETE RELEVANT WORK RELATED DOCUMENTS

Contents Conditions Methodologies Assessment

Methods
Participation in Paper Interaction Written test
workplace meetings
Pencils/ball pen Lecture Practical/performance test

Reference Books

Completion of work Writing Materials Group discussion Written test

related documents
Reference manuals Interaction Practical/performance test

Lecture

Provision of Form in English and Group discussion Written test

information in Participating Procedures
response to workplace Interaction Practical/performance test
Computer-based filing
requirements system Lecture Interview

UNIT OF COMPETENCY : WORK IN A TEAM ENVIRONMENT

MODULE TITLE : WORKING IN A TEAM ENVIRONMENT

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MODULE DESCRIPTION : This module covers the skills, knowledge
and attitudes to identify role and responsibility as a
member of a team.

NOMINAL DURATION : 6 hours

Summary of Learning Outcomes:

LO1. Describe team role and scope

LO2. Identify own role and responsibility within a team

LO3 Work as a team member.

Details of Learning Outcomes:

LO 1. DESCRIBE TEAM ROLE AND SCOPE

Contents Conditions Methodologies Assessment

Methods
Communication Standard operating Group Written test
process procedure (SOP) of discussion/interaction
workplace Observation
Case studies
Simulation
Simulation
Role playing

Team structure, Roles, Job procedures Group Written test

and Structure Client/supplier instructions discussion/interaction
Observation
Case studies
Simulation
Simulation
Role playing

Group planning and Quality standards Group Written test

decision making discussion/interaction
Organizational or external Observation
personnel Case studies
Simulation
Simulation
Role playing

LO2. IDENTIFY OWN ROLE AND RESPONSIBILITY WITHIN A TEAM.

Contents Conditions Methodologies Assessment

Primetech Skills Institute, Inc.

 Methods
Team Building and Sentence Constructions Group Observation of work
Capability discussion/interaction activities
Video Presentations
Case studies Observation through
Simulation simulation or role play

Team Dynamics Organization or external Group Observation of work

personnel discussion/interaction activities

Case studies Observation through

Simulation simulation or role play

Case studies and

scenarios.

Organization Goals SOP of workplace Group Observation of work

and Workplace Team discussion/interaction activities
Procedures Job procedures
Case studies Observation through
Simulation simulation or role play

Case studies and

scenarios.

LO3. WORK AS A TEAM MEMBER

Contents Conditions Methodologies Assessment

Methods
Kinetic understanding of Sentence Constructions Group Observation of work
Workgroup Assessment discussion/interaction activities
Video Presentations
Case studies Observation through
simulation or role play
Simulation
Case studies and
scenarios.

Team environment on Organization or external Group Observation of work

standard work aspects personnel discussion/interaction activities

Case studies Observation through

simulation or role play
Simulation
Case studies and
scenarios.

Roles on the team SOP of workplace Group Observation of work

organization discussion/interaction activities
Job procedures
Case studies Observation through
simulation or role play
Simulation
Case studies and
scenarios.

UNIT OF COMPETENCY : PRACTICE CAREER PROFESSIONALISM

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MODULE TITLE : PRACTICING CAREER PROFESSIONALISM

MODULE DESCRIPTION : 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 : 4 hours

Summary of Learning Outcomes:

LO1. Integrate personal objectives with organizational goals

LO2. Set and meet work priorities

LO3. Maintain professional growth and development

Details of Learning Outcomes:

LO1. INTEGRATE PERSONAL OBJECTIVES WITH ORGANIZATIONAL

GOALS

Contents Conditions Methodologies Assessment

Methods
Personal development- Workplace Interactive –lecture Role play
social aspects: intra and
interpersonal Hand outs and Personal Simulation Interview
development development-social
aspects Demonstration Written examination

Self paced instruction

Fundamental rights at Interactive –lecture Role play

work including gender Organizational goals
sensitivity Simulation Interview
CD’s, transparencies
Demonstration Written examination

Self paced instruction

Personal hygiene and Workplace Hygiene and Interactive –lecture Role play
practices Practices
Simulation Interview
Manuals
Demonstration Written examination
Cleaning Manuals
Self paced instruction

Code of ethics Workplace Code of ethics Interactive –lecture Role play

Organizational goals Simulation Interview

CD’s, transparencies Demonstration Written examination

Self paced instruction

Primetech Skills Institute, Inc.

 LO2. SET AND MEET WORK PRIORITIES

Contents Conditions Methodologies Assessment

Methods
Organizational Key Hand outs on Interactive lecture Role play
Result Areas (KRA) `Organizational KRA
Group discussion Interview
Learning guides
Structured activity Written examination

Demonstration

Work values and ethical Work values and ethics Interactive lecture Role play
standards
CD’s, transparencies Group discussion Interview

Structured activity Written examination

Company policies on the Hand outs on Interactive lecture Role play

use and maintenance of
equipment `Company policies and Group discussion Interview
standards
Structured activity Written examination
`Sample job targets
Demonstration
Learning guides

CD’s, transparencies

LO3. MAINTAIN PROFESSIONAL GROWTH AND DEVELOPMENT

Contents Conditions Methodologies Assessment

Methods
Performance Appraisal Quality standards Interactive lecture Demonstration
System
CD’s, DVD’s on Film viewing Interview
transparencies
Role play/simulation Written examination

Group discussion Portfolio assessment

Personal and Interactive lecture Demonstration

professional profile GAD handouts
Film viewing Interview
Reference Books
Role play/simulation Written examination

Group discussion Portfolio assessment

Professionalism in the CD’s, DVD’s on Interactive lecture Demonstration

workplace professionalism in the
workplace Film viewing Interview

Role play/simulation Written examination

Group discussion Portfolio assessment

Time Management Professional licenses Interactive lecture Demonstration
samples

Primetech Skills Institute, Inc.

 Film viewing Interview
Modules and Manuals
Role play/simulation Written examination

Group discussion Portfolio assessment

UNIT OF COMPETENCY : PRACTICE OCCUPATIONAL HEALTH AND

SAFETY PROCEDURES

MODULE TITLE : PRACTICING OCCUPATIONAL HEALTH AND

SAFETY PROCEDURES

MODULE DESCRIPTION : 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 : 4 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

Details of Learning Outcomes:

LO1. IDENTIFY HAZARDS AND RISKS

Contents Conditions Methodologies Assessment

Methods
Hazards and risks Workplace Interactive –lecture Situation analysis
identification and Personal protective
control equipment (PPE) Simulation Interview

Symposium Practical examination

Group dynamics Written examination

Organizational safety Workplace Interactive –lecture Situation analysis

and health protocol Learning guides
Simulation Interview
Hand-outs
Symposium Practical examination
` Organizational safety
and health protocol Group dynamics Written examination

Primetech Skills Institute, Inc.

 CD’s, transparencies

Threshold limit value Personal protective Interactive –lecture Situation analysis

(TLV) equipment (PPE)
` Threshold limit value Simulation Interview

CD’s, transparencies Symposium Practical examination

Group dynamics Written examination

OHS indicators Hand-outs Interactive –lecture Situation analysis

` Organizational safety Simulation Interview

and health protocol
Symposium Practical examination
` OHS indicators
Group dynamics Written examination
` Hazards/risk
identification and control

CD’s, transparencies

L02. EVALUATE HAZARDS AND RISKS

Contents Conditions Methodologies Assessment

Methods
TLV table Hand outs on Interactive lecture Interview

`TLV table Situation analysis Written

Examination
CD’s, transparencies Symposium
Simulation
Film viewing

Group dynamics

Philippine OHS Hand outs on Interactive lecture Interview

standards
`Philippine OHS Situation analysis Written
standards Examination
Symposium
CD’s, transparencies Simulation
Film viewing

Group dynamics

Effects of hazards in Hand outs on Interactive lecture Interview

the workplace
`Effects of hazards in Situation analysis Written
the workplace Examination
Symposium
Simulation
CD’s, transparencies Film viewing

Group dynamics

Ergonomics Hand outs on Interactive lecture Interview

`Ergonomics Situation analysis Written

Examination
CD’s, transparencies Symposium
Simulation
Film viewing

Group dynamics

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 EGG Regulations Hand outs on Interactive lecture Interview

`EGG regulations Situation analysis Written

Examination
`TLV table Symposium
Simulation
CD’s, transparencies Film viewing

Group dynamics

LO3. CONTROL HAZARDS AND RISKS

Contents Conditions Methodologies Assessment

Methods
Safety regulations Hand outs on Interactive lecture Written examination
` Safety Regulations
Symposium Interview
OHS personal records
PPE Film viewing Case/situation analysis

CD’s, transparencies Group dynamics Simulation

Self-paced instruction

Clean air act Hand outs on Interactive lecture Written examination

` Clean air act
Symposium Interview
OHS personal records
PPE Film viewing Case/situation analysis

CD’s, transparencies Group dynamics Simulation

Self-paced instruction

Electrical and fire safety Hand outs on Interactive lecture Written examination
code ` Electrical and fire
safety code Symposium Interview

OHS personal records Film viewing Case/situation analysis

PPE Group dynamics Simulation

CD’s, transparencies Self-paced instruction

Waste management Hand outs on Interactive lecture Written examination

` Waste management
Symposium Interview
OHS personal records
Film viewing Case/situation analysis
CD’s, transparencies
Group dynamics Simulation

Self-paced instruction

Disaster preparedness Hand outs on Interactive lecture Written examination

and management ` Disaster preparedness
and management Symposium Interview
measures and
procedures Film viewing Case/situation analysis

OHS personal records Group dynamics Simulation

Primetech Skills Institute, Inc.

 PPE Self-paced instruction

CD’s, transparencies

Contingency measures Hand outs on Interactive lecture Written examination

and procedures ` Contingency
measures and Symposium Interview
procedures
Film viewing Case/situation analysis
PPE
Group dynamics Simulation
CD’s, transparencies
Self-paced instruction

LO4. MAINTAIN OCCUPATIONAL HEALTH AND SAFETY AWARENESS

Contents Conditions Methodologies Assessment

Methods
Operational health and OHS personal records Interactive lecture Demonstration
safety procedure, CD’s, transparencies Simulation Interview
practices and
regulations Health record
Symposium Written examination

Film viewing Portfolio assessment

Group dynamics

Emergency-related Emergency Kit and Interactive lecture Demonstration

procedural behavior
drills and training
Simulation Interview

Symposium Written examination

Film viewing Portfolio assessment

Group dynamics

UNIT OF COMPETENCY : APPLY QUALITY STANDARDS

MODULE TITLE : APPLYING QUALITY STANDARDS

Primetech Skills Institute, Inc.
MODULE DESCRIPTION : 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

Details of Learning Outcomes:

LO 1. ASSESS QUALITY OF RECEIVED MATERIALS

Contents Conditions Methodologies Assessment

Methods
Reading skills required Work instructions Lecture-demonstration Hands-on
to interpret work
instruction Company / Workplace Self-paced instruction Direct observation
standards and
specifications Group discussion Practical demonstration

Workplace standards Operation Manual of the Lecture-demonstration Hands-on

and specifications company /
Manufacturer’s Self-paced instruction Direct observation
Instruction / Service
Manual Group discussion Practical demonstration

Procedures in obtaining Quality Control in Lecture-demonstration Hands-on

and carrying out work Contextual Learning
instructions Process Self-paced instruction Direct observation

Group discussion Practical demonstration

Quality checking Checking the quality Lecture-demonstration Hands-on

procedures standard operating
procedure Self-paced instruction Direct observation

Reference Books Group discussion Practical demonstration

Fault identification and Implementing Rules and Lecture-demonstration Hands-on

reporting Regulations as mandate
to services and Self-paced instruction Direct observation
procedures
Group discussion Practical demonstration

Safety and Instructions through Lecture-demonstration Hands-on

environmental aspects learning process in
of production process safety code of the Self-paced instruction Direct observation
Philippines

Primetech Skills Institute, Inc.

 Group discussion Practical demonstration

Carry out work in Industrial Management Lecture-demonstration Hands-on

accordance with with Group Dynamics
policies and procedures Self-paced instruction Direct observation

Group discussion Practical demonstration

LO 2. ASSESS OWN WORK

Contents Conditions Methodologies Assessment

Methods
Communication skills Manual Lecture-demonstration Hands-on
needed to interpret and Customer requirements
apply defined work Self-paced instruction Direct observation
Procedures Other forms
Group discussion Practical demonstration

Identifying errors Organization work Lecture-demonstration Hands-on

(deviation from procedures
customer and or Self-paced instruction Direct observation
organization Manufacturer’s
Instruction Group discussion Practical demonstration
requirements)

LO 3. ENGAGE IN QUALITY IMPROVEMENT

Contents Conditions Methodologies Assessment

Methods
Relevant production Production and Lecture-demonstration Hands-on
processes, materials Industrial Tools
and products Self-paced instruction Direct observation
Paper and Pencils/Pen
Group discussion Practical demonstration

Safety and Learning Aspect Lecture-demonstration Hands-on

environmental aspects through safety
of production environment cause Self-paced instruction Direct observation
processes
Group discussion Practical demonstration

Critical thinking Scenario Presentation Lecture-demonstration Hands-on

in Group Dynamics and
Group Planning Self-paced instruction Direct observation

Group discussion Practical demonstration

Quality improvement Developmental Lecture-demonstration Hands-on

processes Supervising and
Processes Self-paced instruction Direct observation

Group discussion Practical demonstration

Primetech Skills Institute, Inc.

UNIT OF COMPETENCY : PERFORM COMPUTER OPERATIONS

MODULE TITLE : PERFORMING COMPUTER OPERATIONS

MODULE DESCRIPTION : 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 taken / undertaken

L.O.2. Input data into computer

L.O.3. Access information using computer

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

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

L.O.6. Maintain computer equipment and systems

Details of Learning Outcomes:

LO 1. PLAN AND PREPARE FOR TASKS TO BE UNDERTAKEN

Contents Conditions Methodologies Assessment

Methods
Reading and Learning Materials: Lecture-demonstration Hands-on
comprehension skills Hand-outs on
required to interpret comprehensive Self-paced Direct observation
work instructions and interpretation of drawing Instruction
related to Task
to interpret basic user Undertaken
manuals

OH and S principles Learning Materials: Lecture-demonstration Hands-on

and responsibilities Learning Manuals
Work Instruction Self-paced Direct observation
OHS Polices Instruction

Group discussion

Main types of Computer Operating Lecture-demonstration Hands-on

computers and basic Software and
features of different Applications Self-paced Direct observation
operating systems Instruction
Hardware and Systems Practical demonstration
Group discussion

Main parts of a 1 unit of computer Lecture-demonstration Hands-on

Primetech Skills Institute, Inc.

 computer voltage regulator / UPS
Storage devices and Self-paced Direct observation
basic categories of Learning Materials: Instruction
memory Video Presentation Practical demonstration
Moving Test Group discussion

Relevant types of Computer Peripherals Lecture-demonstration Hands-on

software
Software Self-paced Direct observation
(System or Application) Instruction
Practical demonstration
Group discussion

General security, License Code of Lecture-demonstration Hands-on

privacy legislation and Operating System and
copyright Keys Self-paced Direct observation
Instruction
Anti-Copyright Practical demonstration
Group discussion

LO 2. INPUT DATA INTO COMPUTER

Contents Conditions Methodologies Assessment

Methods
Relevant types of Equipment: Lecture-demonstration Hands-on
software 1 unit of computer Self-paced instruction Direct observation
voltage regulator / UPS Group discussion Practical demonstration

Learning Materials:
Learning Manuals
Work Instruction
Hand-outs

Supplies / Materials:
Operating System
Application program

Communication skills Computer Set with Lecture-demonstration Hands-on

to identify lines of Micro Communicating Self-paced instruction Direct observation
communication, Devices Group discussion Practical demonstration
request advice, follow
instructions and receive
feedback

Storage devices and Computer Operations Lecture-demonstration Hands-on

basic categories of and Storage Devices Self-paced instruction Direct observation
memory Group discussion Practical demonstration

Basic ergonomics of Ergonomics in Lecture-demonstration Hands-on

keyboard and computer Computer user Self-paced instruction Direct observation
user Group discussion Practical demonstration

LO 3. ACCESS INFORMATION USING COMPUTER

Contents Conditions Methodologies Assessment

Methods
Primetech Skills Institute, Inc.
 Relevant types of Supplies / Materials: Lecture-demonstration Hands-on
software Operating System
Application program Self-paced instruction Direct observation
Disks
Group discussion Practical demonstration

Business Application Offices Tools in Lecture-demonstration Hands-on

Program
Self-paced instruction Direct observation
Installed Application
Group discussion Practical demonstration

System software Conditions of the Lecture-demonstration Hands-on

System Softwares
Self-paced instruction Direct observation

Group discussion Practical demonstration

Basic ergonomics of Computer Tables and Lecture-demonstration Hands-on

keyboard and computer Chairs
user Self-paced instruction Direct observation
Ergonomically Standard
Group discussion Practical demonstration

LO 4. PRODUCE OUTPUT/DATA USING COMPUTER SYSTEM

Contents Conditions Methodologies Assessment

Methods
Relevant types of Equipment: Lecture-demonstration Hands-on
software Computer
Disk and software Self-paced instruction Direct observation
applications
Group discussion Practical demonstration

Computer peripherals Equipment: Lecture-demonstration Hands-on

1 unit of computer
printer Self-paced instruction Direct observation
program
Disks Group discussion Practical demonstration

Storage devices and Equipment: Lecture-demonstration Hands-on

basic categories of Flash Drives
memory Hard Disk Drives Self-paced instruction Direct observation
Memory Card
SD Card Group discussion Practical demonstration

LO 5. USE BASIC FUNCTIONS OF A WEB BROWSER TO LOCATE

INFORMATION

Contents Conditions Methodologies Assessment

Methods
Web surfing Equipment: Lecture-demonstration Hands-on
Computer with
Peripherals Self-paced Direct observation

Primetech Skills Institute, Inc.

 instruction
Internet Subscriptions Group discussion Practical demonstration

Web browsers Application Programs Lecture-demonstration Hands-on

installed in
Self-paced Direct observation
Mozilla instruction
Chrome Group discussion Practical demonstration
Safari
Net Browser
Search engines Equipment: Lecture-demonstration Hands-on
Computer HUB and
Applications with Self-paced Direct observation
Mozilla instruction
Chrome Group discussion Practical demonstration
Safari
Net Browser

URLS and keywords Web Browsers and Lecture-demonstration Hands-on

Shortcut Keys
Self-paced Direct observation
instruction
Group discussion Practical demonstration

Links Equipment: Lecture-demonstration Hands-on

Bookmarking Computer and
Bookmark Pages Self-paced Direct observation
instruction
Group discussion Practical demonstration

LO 6. MAINTAIN COMPUTER EQUIPMENT AND SYSTEMS

Contents Conditions Methodologies Assessment

Methods
Security measures Learning Materials: Lecture- Hands-on
Learning Manuals demonstration
Work Instruction Direct observation
Hand-outs Self-paced
instruction Practical demonstration
Supplies / Materials: Group discussion
Operating System
Application program
Disks
Paper

Anti-virus Computer Set with Anti- Lecture- Hands-on

software/programs Virus Program Kit demonstration
Direct observation
Supplies / Materials: Self-paced
Operating System instruction Practical demonstration
Application program Group discussion

File Management Computer Set Lecture- Hands-on

5’S Applications demonstration
Direct observation
Self-paced
instruction Practical demonstration
Group discussion

C. CORE COMPETENCIES

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UNIT OF COMPETENCY : COMMUNICATE EFFECTIVELY IN ENGLISH
FOR CUSTOMER SERVICE

MODULE TITLE : COMMUNICATING EFFECTIVELY IN

ENGLISH FOR CUSTOMER SERVICE

MODULE DESCRIPTION :This module covers the knowledge and skills

needed to communicate effectively in English while
conducting a customer service delivery process.

NOMINAL DURATION : 40 hrs.

Summary of Learning Outcomes:

L.O.1. Demonstrate an ability to demonstrate oneself in a clear and

concise manner.

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

Details of Learning Outcomes:

LO1. DEMONSTRATE AN ABILITY TO DEMONSTRATE ONESELF IN A

CLEAR AND CONCISE MANNER.

Contents Conditions Methodologies Assessment

Methods
Rules of basic Computer and Lecture/discussion Observation and Oral
grammar peripherals for Questioning
examinations, Practical exercises
presentations and Practical demonstration
learning management; Simulation
Role play
Appropriate software for
phone simulations, oral Phone simulation
drills, online
assessments etc.; Written evaluation

Internet connections for

online research,
references, and
assessments

Forms of Video Presentations and Lecture/discussion Observation and Oral

communication Tools Questioning
Practical exercises
Manual and Books Practical demonstration
Simulation
Form format through Role play
Communications
Phone simulation

Written evaluation

Elements of Handouts in Lecture/discussion Observation and Oral

Primetech Skills Institute, Inc.

 communication Communication Process Questioning
Practical exercises
Communication Practical demonstration
Procedures Simulation
Role play
Scenario Aspects
Phone simulation

Written evaluation

Call flow/process Computer and Lecture/discussion Observation and Oral

procedures peripherals for Questioning
examinations, Practical exercises
presentations and Practical demonstration
learning management; Simulation
Role play
Appropriate software for
phone simulations, oral Phone simulation
drills, online
assessments etc.; Written evaluation

Internet connections for

online research,
references, and
assessments

Barriers to Lecture/discussion Observation and Oral

communication Appropriate software for Questioning
phone simulations, oral Practical exercises
drills, online Practical demonstration
assessments etc.; Simulation
Role play
Communication Faults
and Errors Phone simulation

Written evaluation

LO2. DEMONSTRATE AN ABILITY TO LISTEN AND COMPREHEND

EFFECTIVELY

Contents Conditions Methodologies Assessment

Methods
Subject-verb Reference Books Lecture/discussion Observation and Oral
agreement Questioning
Practical and Testing Practical exercises
Practical demonstration
Writing Materials Simulation
Role play

Phone simulation

Written evaluation

Verb tenses and Part of Speech Lecture/discussion Observation and Oral

aspect Questioning
English in Technical Practical exercises
Writing and Reporting Practical demonstration
Simulation
Role play

Phone simulation

Written evaluation

Primetech Skills Institute, Inc.

 The uses of Preposition Lecture/discussion Observation and Oral
preposition Demonstrations in a form Questioning
of oral or written aspects Practical exercises
Practical demonstration
Writing Materials Simulation
Role play

Phone simulation

Written evaluation

Sentence sense Sentence Phrases and Lecture/discussion Observation and Oral

achieving clarity, Communication Questioning
Standards Practical exercises
Practical demonstration
Simulation
Role play

Phone simulation

Written evaluation

Modifiers Computer and Lecture/discussion Observation and Oral

Mechanics of voice peripherals for Questioning
examinations, Practical exercises
presentations and Practical demonstration
learning management; Simulation
Role play
Appropriate software for
phone simulations, oral Phone simulation
drills, online
assessments etc.; Written evaluation

Internet connections for

online research,
references, and
assessments

Element of speech Parts of Speech with Lecture/discussion Observation and Oral

Technical and Questioning
Communication Skills Practical exercises
Practical demonstration
Reference Books Simulation
Role play

Phone simulation

Written evaluation

Table of relationships Group Dynamics in Lecture/discussion Observation and Oral

Quota Scene Questioning
Practical exercises
Practical demonstration
Simulation
Role play

Phone simulation

Primetech Skills Institute, Inc.

 Written evaluation

Projecting confidence Team Building Activity Lecture/discussion Observation and Oral

with Capability Building Questioning
Practical exercises
Practical demonstration
Simulation
Role play

Phone simulation

Written evaluation

Phonemes Reference Books Lecture/discussion Observation and Oral

Questioning
Video Presentation and Practical exercises
Tenses Practical demonstration
Simulation
Role play

Phone simulation

Written evaluation

Ineffective Filipinisms Cultural and Good Lecture/discussion Observation and Oral

used in English Aspects in terms of Questioning
conversations. Filipino Tradition and Practical exercises
natural English Practical demonstration
Prospects Simulation
Role play

Phone simulation

Written evaluation

Vowel and consonant Learning Guides Lecture/discussion Observation and Oral

guide Questioning
Alphabetical Order and Practical exercises
Review Practical demonstration
Simulation
Role play

Phone simulation

Written evaluation

Accents English Accent Lecture/discussion Observation and Oral

Standard Questioning
British (Push) Accent Practical exercises
Practical demonstration
Indian Accent Simulation
Role play

Phone simulation

Written evaluation

American accent Computer and Lecture/discussion Observation and Oral

peripherals for Questioning
examinations, Practical exercises
presentations and Practical demonstration
learning management; Simulation
Role play

Phone simulation

Primetech Skills Institute, Inc.

 Written evaluation

Types of stress Stress Management and Lecture/discussion Observation and Oral

Fault Practices Questioning
Workshop Practical exercises
Practical demonstration
Simulation
Role play

Phone simulation

Written evaluation

Essential of good Practice English and Lecture/discussion Observation and Oral

pronunciation English Conversation in Questioning
Common Areas Practical exercises
Practical demonstration
Simulation
Role play

Phone simulation

Written evaluation

Blending, Phrasing Understanding the Lecture/discussion Observation and Oral

and Intonation Dynamics and Potential Questioning
Accent View Practical exercises
Practical demonstration
Simulation
Role play

Phone simulation

Written evaluation

Good sentence English Proficiency Lecture/discussion Observation and Oral

construction Participation Questioning
Practical exercises
Communication Practical demonstration
Simulation
Role play

Phone simulation

Written evaluation

Effective expression America-English Lecture/discussion Observation and Oral

English conditionals Language and Cultural Questioning
Aspects Practical exercises
Practical demonstration
Behavioral Review Simulation
Role play
Communication Process
Phone simulation

Written evaluation

UNIT OF COMPETENCY : PERFORM CUSTOMER SERVICE DELIVERY

PROCESSES

MODULE TITLE : PERFORMING CUSTOMER SERVICE

DELIVERY PROCESSES

Primetech Skills Institute, Inc.

MODULE DESCRIPTION : This module covers the knowledge and skills needed to
effectively conduct a customer service delivery
process.

NOMINAL DURATION : 40 hrs.

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.

Details of Learning Outcomes:

LO1. DEMONSTRATE AN ABILITY TO ANSWER OR MAKE A CALL

Contents Conditions Methodologies Assessment

Methods
Types of industry Link to professional BPO Lecture/discussion Observation and Oral
organizations (ex. BPAP, Questioning
CCAP, NASSCOM) Practical exercises
Practical demonstration
Simulation/ Role play
Simulation/ Role play

Phone simulation

Written evaluation

Types of products and Computer with Lecture/discussion Observation and Oral

services peripherals Questioning
Practical exercises
Call Center Theme Practical demonstration
Simulation/ Role play
Inbound/Outbound Simulation/ Role play

Phone simulation

Written evaluation

Call center agents Website of call center Lecture/discussion Observation and Oral
performance matrix companies Questioning
Practical exercises
Link to professional BPO Practical demonstration
organizations (ex. BPAP, Simulation/ Role play
CCAP, NASSCOM) Simulation/ Role play

Performances Matrix and Phone simulation

Procedures
Written evaluation
Personal Developmental
Aspect on Call Center
Trainings

Primetech Skills Institute, Inc.

 LO2. DEMONSTRATE AN ABILITY TO IDENTIFY A CUSTOMER NEED

Contents Conditions Methodologies Assessment

Methods
Data gathering Computer with Lecture/discussion Observation and Oral
Different customers’ peripherals Questioning
needs Practical exercises
Online Call and Practical demonstration
Demostrations Simulation/ Role play
Simulation/ Role play

Phone simulation

Written evaluation

E-services technology Avaya System or Lecture/discussion Observation and Oral

Alternative Phonemes Questioning
Practical exercises
Practical demonstration
Simulation/ Role play
Simulation/ Role play

Phone simulation

Written evaluation

Professionalism in the Practice Career Choice Lecture/discussion Observation and Oral

Workplace and Dynamics Questioning
Interaction with Practical exercises
customers Professionalism in Practical demonstration
Handling Calls Simulation/ Role play
Simulation/ Role play

Phone simulation

Written evaluation

Rules of effective Presentation of Self- Lecture/discussion Observation and Oral

communication Assessment in Questioning
Communication Standard Practical exercises
Procedure Practical demonstration
Simulation/ Role play
Manuals Simulation/ Role play

Phone simulation

Written evaluation

Interpersonal skills Dynamic Presentations in Lecture/discussion Observation and Oral

Skills interpersonal Questioning
Behavior and Traits Practical exercises
Practical demonstration
Simulation/ Role play
Simulation/ Role play

Phone simulation

Written evaluation

Hold process policy Implementing IRR and Lecture/discussion Observation and Oral
Code of Communication Questioning
Ethics Practical exercises

Primetech Skills Institute, Inc.

 Phone simulation
Simulation/ Role play
Written evaluation

Telephone etiquette Computer with Lecture/discussion Observation and Oral

peripherals Questioning
Practical exercises
Online Internet Practical demonstration
Subscriptions Simulation/ Role play
Simulation/ Role play
Proper Behavioral
Process Phone simulation

Written evaluation

LO3. DEMONSTRATE AN ABILITY TO CAPTURE AND PROVIDE

INFORMATION AND/OR DIRECTIONS.

Contents Conditions Methodologies Assessment

Methods
Protocols for handling Handouts in: Lecture/discussion Observation and Oral
difficult or irate Questioning
customers Protocol on Handling Practical exercises
Calls Practical demonstration
Simulation/ Role play
BPO Standards and Simulation/ Role play
Policies
Phone simulation

Written evaluation

Process of handling Computer with Lecture/discussion Observation and Oral

customer inquiries peripherals Questioning
Practical exercises
Headsets Practical demonstration
Simulation/ Role play
Online Subscriptions Simulation/ Role play

Scenario on BPO Call Phone simulation

Handling
Written evaluation

Language for dealing America-English Lecture/discussion Observation and Oral

with customer Proficiency Questioning
complaints Practical exercises
Stress Management Practical demonstration
Simulation/ Role play
Simulation/ Role play

Phone simulation

Written evaluation

Process of handing off Reference Script Lecture/discussion Observation and Oral

customers to Questioning
supervisors Practice Career Practical exercises
Professionalism and Practical demonstration
Human Interaction Simulation/ Role play
Simulation/ Role play

Phone simulation

Written evaluation

Primetech Skills Institute, Inc.

 Active listening or Virtual Test in Lecture/discussion Observation and Oral
questioning skills Understanding and Questioning
Listening Skills Practical exercises
Practical demonstration
Versant Test Simulation/ Role play
Simulation/ Role play

Phone simulation

Written evaluation

UNIT OF COMPETENCY : DEMONSTRATE ABILITY TO EFFECTIVELY

ENGAGE CUSTOMER

MODULE TITLE : DEMONSTRATING ABILITY TO

EFFECTIVELY ENGAGE CUSTOMER

MODULE DESCRIPTION :This module covers the knowledge and skills

needed to
demonstrate an ability to engage customer.

NOMINAL DURATION : 12 hrs.

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.
Details of Learning Outcomes:

LO1. DEMONSTRATE AN ABILITY TO EMPHATIZE WITH A CUSTOMER

Contents Conditions Methodologies Assessment

Methods
Basic grammar in verbal English Presentation and Lecture/discussion Observation and Oral
communication Value Practice in Questioning
Communication Practical exercises
Standards Practical demonstration
Simulation/ Role play
Simulation/ Role play

Phone simulation

Written evaluation

Commonly used American Synonyms, Anonyms and Lecture/discussion Observation and Oral
idioms/colloquialism Thesaurus Terms Questioning
Practical exercises

Primetech Skills Institute, Inc.

 English Procedure in Practical demonstration
Communication Simulation/ Role play
Simulation/ Role play
Grammar Corrective
Actions Phone simulation

Written evaluation

Effective business Operational Management Lecture/discussion Observation and Oral

communication in customer in Customer Services Questioning
service Practical exercises
Customer Service Practical demonstration
Productions Simulation/ Role play
Simulation/ Role play

Phone simulation

Written evaluation

Protocols in building Safety and Procedural Lecture/discussion Observation and Oral

interpersonal relationship Protocol Questioning
Practical exercises
Group Dynamics Practical demonstration
Simulation/ Role play
Psychological Simulation/ Role play
Interactions
Phone simulation

Written evaluation

LO2. DEMONSTRATE AN ABILITY TO MANAGE DIFFICULT

CONVERSATIONS

Contents Conditions Methodologies Assessment

Methods
Basic rules and etiquette in Computer with Lecture/discussion Observation and Oral
telephone conversation peripherals Questioning
Practical exercises
Headsets Practical demonstration
Simulation/ Role play
Online Practices Simulation/ Role play

Reference Books and Phone simulation

Manuals
Written evaluation

Problem solving skills Analytical Skills and Lecture/discussion Observation and Oral
Interventions Questioning
Practical exercises
Problem Test and Practical demonstration
Occupational Test Drive Simulation/ Role play
Simulation/ Role play

Phone simulation

Written evaluation

Cultural variables and Tradition and Cultural Lecture/discussion Observation and Oral
differences Behavior of Alien Questioning
Nationalities and Practical exercises
Countries Practical demonstration
Simulation/ Role play
Simulation/ Role play

Primetech Skills Institute, Inc.

 Phone simulation

Written evaluation

Call process and flow Team Effort in Telephony Lecture/discussion Observation and Oral
guidelines Questioning
Creating Line Support Practical exercises
and Call Center Edge Practical demonstration
Simulation/ Role play
Simulation/ Role play

Phone simulation

Written evaluation

Product knowledge Reference Manuals and Lecture/discussion Observation and Oral

Procedures Questioning
Practical exercises
Endurance of Prior Practical demonstration
Knowledge Simulation/ Role play
Simulation/ Role play
Motivational Aspects
Phone simulation

Written evaluation

Primetech Skills Institute, Inc.