Contact Center Services Nc II Amended

8/20/2019 Contact Center Services Nc II Amended

1/61

COURSE DESIGN

COURSE TITLE : CONTACT CENTER SERVICES NC II

NOMINAL DURATION : 356 Hours

COURSE DESCRIPTION : This course is designed to enhance theknowledge, skills and attitudes of a trainee/student oncore competencies such as; Communicate EffectivelyUsing English Language, Deliver uality Customer !ervice, "erform Computer #peration and $nternet%avigation, Demonstrate Understanding and &nowledgefor the 'merican Culture and (eography in accordance

with the industry standards)

$t includes common competencies such as; 'pplyuality !tandards, "erform Computer #perations)

$t also includes *asic competencies such as;"articipate in +orkplace Communication, +ork in aTeam Environment, "ractice Career "rofessionalism and"ractice #ccupational ealth and !afety "rocedures)

TRAINEE ENTRY REQUIREMENTS:

Candidate / trainee must posses the following -ualifications, must *e

• '*le to communicate *oth oral and written

• igh !chool (raduate

• (ood moral character

• .ust *e physically and mentally fit

• .ust pas the traina*ility / aptitude test

#ptional

COURSE STRUCTURE

____________________________________________________________________________________________________________

CBC Contact Center Services NC II - 1 -


2/61

UNIT OFCOMPETENCY

MODULE TITLE LEARNING OUTCOMENomi

!"Hours

#ASIC $%

0) "articipate inworkplacecommunication

0)0)"articipating inworkplacecommunication

0)0)0) #*tain and conveyworkplace information

0)0)1) "articipate in workplacemeeting and discussion

0)0)2) Complete relevant workrelated documents

3

1) +ork in a teamenvironment

1)0)+orking withothers

1)0)0) Descri*e and identify teamrole and responsi*ility in ateam

1)0)1) +ork as a team mem*er

3

2) "ractice careerprofessionalism

2)0)"racticingcareerprofessionalism

2)0)0) $ntegrate personalo*4ectives withorgani5ational goals

2)0)1) !et and meet work priorities

6

3) "racticeoccupationalhealth andsafetyprocedures

3)0)"racticingoccupationalhealth andsafetyprocedures

3)0)0) $dentify ha5ards and risks3)0)1) Evaluate ha5ards and risks3)0)2) Control ha5ards and risks3)0)3) .aintain occupational

health and safetyawareness

6

COMMON $%

0) 'pply uality!tandards

0)0 'pplying -ualitystandards

0)0)0) 'ssess -uality of receivedmaterials

0)0)1) 'ssess own work0)0)2) Engage in -uality

improvement

7

1) "erform

Computer#perations

1)0 "erforming

computeroperations

1)0)0) 'pply computer *asic

operation procedures1)0)1) #rgani5e and manipulatefiles

1)0)2) $nstall, configure and workwith application program

1)0)3) +ork with internet1)0)6) Log off from a computer

08

CORE 3&'

____________________________________________________________________________________________________________



3/61

0) CommunicateEffectively in aCustomerContact Center

0)0)CommunicatingEffectively in aCustomerContact Center

0)0)0) 'naly5e communicationprocess

0)0)1) Communicate and listenactively

0)0)2) $dentify anduseparalanguagecommunication cues

018

1) Deliver ualityCustomer!ervice

1)0)DeliveringualityCustomer!ervice

1)0)0) Demonstrate understandingof the 9:#/Call Centerindustry

1)0)1) Transmit/eceive callsto/from customers

1)0)2) andle customer


4/61

• +ritten/#ral e=amination

• Demonstration of practical skills

• Direct #*servation

METHODOLOGIES

• Lecture/Demonstration

• !elf>pace/.odular

• Dual Training !ystem

• Distance Learning

• ole playing

• "eer Teaching / .entoring

RESOURCES:

EQUIPMENT MATERIALS

Computer with peripherals !oftware applications

Computer ta*les and chairs ?ergonomic@ Aoice and data contact center solution

Dialer Call master

$nternet su*scription B 36

Telephone UT" ca*le

eadset Contact cleaner

U"! Tape ?audio@

!erver 9ond paper

u* 13 port Aoice sampling

.odem Company manual / procedures

:a= machine Bournals

Aoice recorder eference 9ook

"C Aideo camera .odules

$ntegrated Aoice esponse !ystem?$A!@ / !witch*oard

and>outs

+hite*oard $nternet access

QUALIFICATION OF INTSTRUCTORS+TRAINERS

____________________________________________________________________________________________________________



5/61

• .ust *e a holder of %C $$ or its e-uivalent -ualification

• .ust have undergone training on Training .ethodology $$ ?T. $$@

• .ust *e computer literate

• .ust *e physically and mentally fit

• .ust have at least 1 years 4o*/industry e=perience

• must *e a civil service eligi*le ?for government position or appropriate

professional license issued *y the "rofessional egulatory Commission@

* #ptional) #nly when re-uired *y the hiring institution)

eference TE!D' 9oard esolution %o) 1883 82

UNIT OF COMPETENCY : PARTICIPATE IN ,OR-PLACE COMMUNICATION

____________________________________________________________________________________________________________



6/61

MODULE TITLE : PARTICIPATING IN ,OR-PLACECOMMUNICATION

MODULE DESCRIPTION : T.is mo/u"0 1o20rs ).0 o4"0/0 si""s

!/ !))i)u/0s r07uir0/ )o o8)!i i)0r9r0) !/1o20 i;orm!)io i r0s9os0 )o 4or9"!10r07uir0m0)s<

NOMINAL DURATION : = .ours

CERIFICATE LEVEL : NC II PREREQUISITE : R010i20 !/ R0s9o/ )o 4or9"!10

Commui1!)io< (NC I*

LEARNING OUTCOMES: Upon completion of this module the students/ trainees will *e a*le to

L)#)0) #*tain and convey workplace information

L)#)1) Complete relevant work related documents

L)#)2) "articipate in workplace meeting and discussion

____________________________________________________________________________________________________________



7/61

LO$< O#TAIN AND CONVEY ,OR-PLACE INFORMATION

'!!E!!.E%T C$TE$'

0) !pecific relevant information is accessed from appropriate sources)1) Effective -uestioning, active listening and speaking skills are used to gather andconvey information)

2) 'ppropriate medium is used to transfer information and ideas)3) 'ppropriate non>ver*al communication is used)6) 'ppropriate lines of communication with superiors and colleagues are identified

and followed)) Defined workplace procedures for the location and storage of information are

used)F) "ersonal interaction is carried out clearly and concisely)

C#%TE%T!

• "arts of speech

• !entence construction

• Effective communication

C#%D$T$#%!

The students/ trainees must *e provided with the following

• +riting materials ?pen G paper@• eferences ?*ooks@

• .anuals

.ET#D#L#($E!

• (roup discussion

• $nteraction

• Lecture

• eportorial

'!!E!!.E%T .ET#D!

• +ritten test

• "ractical/performance test

• $nterview

____________________________________________________________________________________________________________



8/61

LO&< PARTICIPATE IN ,OR-PLACE MEETINGS AND DISCUSSIONS

'!!E!!.E%T C$TE$'

0) Team meetings are attended on time)1) #wn opinions are clearly e=pressed and those of others are listened to withoutinterruption)

2) .eeting inputs are consistent with the meeting purpose and esta*lishedprotocols)

3) +orkplace interactions are conducted in a courteous manner appropriate tocultural *ackground and authority in the enterprise procedures)

6) uestions a*out simple routine workplace procedures and matters concerningconditions of employment are asked and responded)

) .eeting outcomes are interpreted and implemented)

C#%TE%T!

• !entence construction

• Technical writing

• ecording information

C#%D$T$#%!

The students/trainees must *e provided with the following

• "aper

• "encils/*all pen• eferences ?*ooks@

• .anuals

.ET#D#L#($E!

• (roup discussions

• $nteraction

• Lecture

'!!E!!.E%T .ET#D!

• +ritten test


• $nterview

____________________________________________________________________________________________________________



9/61

LO3< COMPLETE RELEVANT ,OR- RELATED DOCUMENTS

'!!E!!.E%T CTE$'

0) anges of forms relating to conditions of employment are completed accuratelyand legi*ly)

1) +orkplace data is recorded on standard workplace forms and documents)2) 9asic mathematical processes are used for routine calculations)3) Errors in recording information on forms and documents are identified and

rectified)6) eporting re-uirements to superior are completed according to enterprise

guidelines) C#%TE%T!

• 9asic mathematics

• Technical writing

• Types of forms

C#%D$T$#%!


• "aper

• "encils/*all pen

• eference *ooks

• .anuals

.ET#D#L#($E!


• $nteraction

• Lecture

'!!E!!.E%T .ET#D!

• +ritten test


• $nterview

____________________________________________________________________________________________________________



10/61

UNIT OF COMPETENCY : ,OR- IN A TEAM ENVIRONMENT

MODULE TITLE : ,OR-ING IN A TEAM ENVIRONMENT MODULE DESCRIPTION : T.is mo/u"0 1o20rs ).0 o4"0/0 si""s

!/ !))i)u/0s r07uir0/ )o r0"!)0 i ! 4or 8!s0/02irom0)<

NOMINAL DURATION : = .ours CERTIFICATE LEVEL : NC II PREREQUISITE :

LEARNING OUTCOMES:

Upon completion of this module, the students/ trainees will *e a*le to

L#0) Descri*e and identify team role and responsi*ility in a team L#1) Descri*e work as a team

____________________________________________________________________________________________________________



11/61

LO $< DESCRI#E AND IDENTIFY TEAM ROLE AND RESPONSI#ILITY IN A TEAM

'!!E!!.E%T C$TE$'

0) ole and o*4ective of the team is identified)1) Team parameters, relationships and responsi*ilities are identified)2) $ndividual role and responsi*ilities within team environment are identified)3) oles and responsi*ilities of other team mem*ers are identified and recogni5ed)6) eporting relationships within team and e=ternal to team are identified)

C#%TE%T!

• Team role

• elationship and responsi*ilities

• ole and responsi*ilities with team environment

• elationship within a team C#%D$T$#%!


• !tandard operating procedure ?!#"@ of workplace

• Bo* procedures

• Client/supplier instructions

• uality standards

•

#rgani5ational or e=ternal personnel .ET#D#L#($E!

• (roup discussion/interaction

• Case studies

• !imulation

'!!E!!.E%T .ET#D!

• +ritten test

• #*servation

• !imulation

• ole playing

____________________________________________________________________________________________________________



12/61

LO&< ,OR- AS A TEAM MEM#ER

'!!E!!.E%T C$TE$'

0) 'ppropriate forms of communication and interactions are undertaken)1) 'ppropriate contri*utions to complement team activities and o*4ectives weremade)

2) eporting using standard operating procedures followed)3) Development of team work plans *ased from role team is contri*uted)

C#%TE%T!

• Communication process

• Team structure/team roles

• (roup planning and decision making

C#%D$T$#%!


• !#" of workplace

• Bo* procedures

• #rgani5ation or e=ternal personnel

.ET#D#L#($E!

• (roup discussion/interaction

• Case studies

• !imulation

'!!E!!.E%T .ET#D!

• #*servation of work activities

• #*servation through simulation or role play

• Case studies and scenarios)

____________________________________________________________________________________________________________



13/61

UNIT OF COMPETENCY : PRACTICE CAREER PROFESSIONALISM

MODULE TITLE : PRACTICING CAREER PROFESSIONALISM MODULE DESCRIPTION : T.is mo/u"0 1o20rs ).0 o4"0/0 si""s !/

!))i)u/0s i 9romo)i 1!r00r ro4). !/!/2!10m0) s901i;i1!"" )o i)0r!)0 90rso!"o8>01)i20s 4i). or!i?!)io!" o!"s s0) !/ m00)4or 9riori)i0s !/ m!i)!i 9ro;0ssio!" ro4).!/ /020"o9m0)<

NOMINAL DURATION : 5 .ours CERTIFICATE LEVEL : NC II PREREQUISITE : o0

LEARNING OUTCOMES:

Upon completion of this module, the trainee/student must *e a*le to

L#0) $ntegrate personal o*4ectives with organi5ational goals

L#1) !et and meet work priorities

L#2) .aintain professional growth and development

____________________________________________________________________________________________________________



14/61

LO$< INTEGRATE PERSONAL O#@ECTIVES ,ITH ORGANIATIONAL GOALS

'!!E!!.E%T C$TE$'

0) "ersonal growth and work plans towards improving the -ualifications set forprofessionalism are evident)1) $ntra and interpersonal relationship in the course of managing oneself *ased on

performance evaluation is maintained)2) Commitment to the organi5ation and its goal is demonstrated in the performance

of duties)3) "ractice of appropriate personal hygiene is o*served)6) Bo* targets within key result areas are attained)

C#%TE%T!

•

"ersonal development>social aspects intra and interpersonal development• #rgani5ational goals

• "ersonal hygiene and practices

• Code of ethics

C#%D$T$#%!


• +orkplace

• Code of ethics

• #rgani5ational goals

• and outs and "ersonal development>social aspects

• CDlecture

• !imulation

• Demonstration

• !elf paced instruction

'!!E!!.E%T .ET#D!

• ole play

• $nterview

• +ritten e=amination

____________________________________________________________________________________________________________



15/61

LO&< SET AND MEET ,OR- PRIORITIES

'!!E!!.E%T C$TE$'

0) Competing demands to achieve personal, team and organi5ational goals ando*4ectives are prioriti5ed)1) esources are utili5ed efficiently and effectively to manage work priorities and

commitments)2) "ractices and economic use and maintenance of e-uipment and facilities are

followed as per esta*lished procedures)3) Bo* targets within key result areas are attained)

C#%TE%T!

• #rgani5ational &ey esult 'reas ?&'@

•+ork values and ethical standards

• Company policies on the use and maintenance of e-uipment

C#%D$T$#%!


• and outs on

#rgani5ational &'+ork values and ethicsCompany policies and standards

!ample 4o* targets• Learning guides

• CD


16/61

____________________________________________________________________________________________________________



17/61

LO3< MAINTAIN PROFESSIONAL GRO,TH AND DEVELOPMENT

'!!E!!.E%T C$TE$'

0) Training and career opportunities relevant to the 4o* re-uirements are identifiedand availed)1) Licenses and/or certifications according to the re-uirements of the -ualifications

are ac-uired and maintained2) :undamental rights at work including gender sensitivity are manifested/

o*served3) Training and career opportunities *ased on the re-uirements of industry are

completed and updated) C#%TE%T!

•

ualification standards• (ender and development ?('D@ sensitivity

• "rofessionalism in the workplace

• List of professional licenses

C#%D$T$#%!


• uality standards

• ('D handouts

• CD


18/61

UNIT OF COMPETENCY : PRACTICE OCCUPATIONAL HEALTH ANDSAFETY PROCEDURES

MODULE TITLE : PRACTICING OCCUPATIONAL HEALTH ANDSAFETY PROCEDURES

MODULE DESCRIPTION : T.is mo/u"0 1o20rs ).0 o4"0/0 si""s !/!))i)u/0s r07uir0/ )o 1om9" 4i). ).0 r0u"!)or!/ or!i?!)io!" r07uir0m0)s ;or o11u9!)io!".0!"). !/ s!;0) su1. !s i/0)i;i 02!"u!)i!/ m!i)!ii o11u9!)io!" .0!"). !/ s!;0)(OHS* !4!r00ss<

NOMINAL DURATION : 5 .ours

CERTIFICATE LEVEL : NC II

PREREQUISITE : o0

LEARNING OUTCOMES: Upon completion of this module, the trainee/student must *e a*le to

L#0) $dentity ha5ards and risks

L#1) Evaluate ha5ards and risks L#2) Control ha5ards and risks

L#3) .aintain occupational health and safety awareness

____________________________________________________________________________________________________________



19/61

LO$< IDENTIFY HAARDS AND RIS-S

'!!E!!.E%T C$TE$'

0) +orkplace ha5ards and risks are identified and clearly e=plained)1) a5ards/risks and its corresponding indicators are identified in with the companyprocedures)

2) Contingency measures are recogni5ed and esta*lished in accordance withorgani5ational procedures)

C#%TE%T!

• a5ards and risks identification and control

• #rgani5ational safety and health protocol

• Threshold limit value ?TLA@

• #! indicators C#%D$T$#%!


• +orkplace

• "ersonal protective e-uipment ?""E@

• Learning guides

• and>outs

#rgani5ational safety and health protocol#! indicatorsThreshold limit valuea5ards/risk identification and control

• CDlecture

• !imulation

• !ymposium

• (roup dynamics

'!!E!!.E%T .ET#D!

• !ituation analysis

• $nterview

• "ractical e=amination

____________________________________________________________________________________________________________



20/61


____________________________________________________________________________________________________________



21/61

LO&< EVALUATE HAARDS AND RIS-S

'!!E!!.E%T C$TE$'

0) Terms of ma=imum tolera*le limits are identified *ased on threshold limit values?TLA@1) Effects of ha5ards are determined)2) #! issues and concerns are identified in accordance with workplace

re-uirements and relevant workplace #! legislation) C#%TE%T!

• TLA ta*le

• "hilippine #! standards

• Effects of ha5ards in the workplace

• Ergonomics• E(( egulations

C#%D$T$#%!


• and outs on

"hilippine #! standardsEffects of ha5ards in the workplaceErgonomicsE(( regulations

• TLA ta*le

• CD


22/61

• !imulation

____________________________________________________________________________________________________________



23/61

LO3< CONTROL HAARDS AND RIS-S

'!!E!!.E%T C$TE$'

0) #! procedures for controlling ha5ards and risk are strictly followed)1) "rocedures in dealing with workplace accidents, fire and emergencies arefollowed in accordance with the organi5ation


24/61

'!!E!!.E%T .ET#D!


• $nterview

• Case/situation analysis• !imulation

____________________________________________________________________________________________________________



25/61

LO=< MAINTAIN OCCUPATIONAL HEALTH AND SAFETY A,ARENESS

'!!E!!.E%T C$TE$'

0) "rocedures in emergency related drill are strictly followed in line with theesta*lished organi5ation guidelines and procedures)1) #! personal records are filled up in accordance with workplace re-uirements)2) ""E are maintained in line with organi5ation guidelines and procedures)

C#%TE%T!

• #perational health and safety procedure, practices and regulations

• Emergency>related drills and training

C#%D$T$#%!


• +orkplace

• ""E

• #! personal records

• CD


26/61

UNIT OF COMPETENCY : APPLY QUALITY STANDARDS

MODULE TITLE : APPLYING QUALITY STANDARDS

MODULE DESCRIPTION : T.is mo/u"0 1o20rs ).0 o4"0/0 si""s!))i)u/0s !/ 2!"u0s 00/0/ )o !99" 7u!"i)s)!/!r/s i ).0 4or9"!10< T.0 ui) !"soi1"u/0s ).0 !99"i1!)io o; r0"02!) s!;0)9ro10/ur0s !/ r0u"!)ios or!i?!)io9ro10/ur0s !/ 1us)om0r r07uir0m0)s<

NOMINAL DURATION : % .ours

CERTIFICATE LEVEL : NC III

PREREQUISITE :

LEARNING OUTCOMES:


L)#)0) 'ssess -uality of received materials

L)#)1) 'ssess own work

L)#)2) Engage in -uality improvement

____________________________________________________________________________________________________________



27/61

LO $< ASSESS QUALITY OF RECEIVED MATERIALS

'!!E!.E%T C$TE$'

0) +ork instruction o*tained and work carried out in accordance with standardoperating procedures)1) eceived materials checked against workplace standards and specifications)2) :aulty materials related to work are identified and isolated3) :aults and any identified causes recorded and or reported to the supervisor

concerned in accordance with workplace procedures6) :aulty materials are replaced in accordance with workplace procedures

C#%TE%T!

• eading skills re-uired to interpret work instruction

•+orkplace standards and specifications

• "rocedures in o*taining and carrying out work instructions

• uality checking procedures

• :ault identification and reporting

• !afety and environmental aspects of production process

• Carry out work in accordance with policies and procedures

C#%D$T$#%!

!tudents/ trainees must *e provided with the following

• +ork instructions

• .anuals ?#peration .anual of the company / .anufacturerdemonstration

• !elf>paced instruction


'!!E!!.E%T .ET#D!

• ands>on

• Direct o*servation

• "ractical demonstration

____________________________________________________________________________________________________________



28/61

LO &< ASSESS O,N ,OR-

'!!E!.E%T C$TE$'

0) Documentation relative to -uality within the company identified and used1) Completed work checked against workplace standards and specifications2) Errors are identified and isolated3) $nformation on the -uality and other indicators of production procedures

recorded in accordance with workplace procedures6) $n cases of deviation from specific -uality standards, causes documented and

reported in accordance with the workplacepaced instruction


'!!E!!.E%T .ET#D!

• ands>on



____________________________________________________________________________________________________________



29/61

LO 3< ENGAGE IN QUALITY IMPROVEMENT

'!!E!.E%T C$TE$'

0) "rocess improvement procedures participated in relative to workplaceassignment1) +ork carried out in accordance with process improvement procedures2) "erformance of operation or -uality of product of service to ensure customer

satisfaction monitored

C#%TE%T!

• elevant production processes, materials and products

• !afety and environmental aspects of production processes

• Critical thinking

• uality improvement processes

C#%D$T$#%!


• #rgani5ation work procedures

• .anufacturerdemonstration



'!!E!!.E%T .ET#D!

• ands>on



____________________________________________________________________________________________________________



30/61

UNIT OF COMPETENCY : PERFORM COMPUTER OPERATIONS

MODULE TITLE : PERFORMING COMPUTER OPERATIONS

MODULE DESCRIPTION : T.is mo/u"0 1o20rs ).0 o4"0/0 si""s

!))i)u/0s !/ 2!"u0s 00/0/ )o 90r;orm 1om9u)0r o90r!)ios 4.i1. i1"u/0 i9u))i !110ssi9ro/u1i !/ )r!s;0rri /!)! usi ).0!99ro9ri!)0 .!r/4!r0 !/ so;)4!r0<

NOMINAL DURATION : $6 .ours


PREREQUISITE :

LEARNING OUTCOMES:


L)#)0) "lan and prepare for tasks to *e taken / undertaken

L)#)1) $nput data into computer

L)#)2) 'ccess information using computer

L)#)3) "roduce output/data using computer systems

L)#)6) Use *asic functions of a +e* *rowser to locate information

L)#)) .aintain computer e-uipment and systems

____________________________________________________________________________________________________________



31/61

LO $< PLAN AND PREPARE FOR TAS-S TO #E UNDERTA-EN

'!!E!!.E%T C$TE$'

0) e-uirements of tasks determined in accordance with the re-uired output1) 'ppropriate hardware and software selected according to task assigned andre-uired outcome

2) Task planned to ensure that # and ! guidelines and procedures followed3) Client>specific guidelines and procedures followed6) e-uired data security guidelines applied in accordance with e=isting

procedures

C#%TE%T!

• eading and comprehension skills re-uired to interpret work instructions and to

interpret *asic user manuals• # and ! principles and responsi*ilities

• .ain types of computers and *asic features of different operating systems

• .ain parts of a computer

• !torage devices and *asic categories of memory

• elevant types of software

• (eneral security, privacy legislation and copyright

C#%D$T$#%!


• E-uipment

- 0 unit of computer - voltage regulator / U"!

• Learning .aterials

- Learning .anuals- +ork $nstruction- and>outs

• !upplies / .aterials

- #perating !ystem

- 'pplication program

.ET#D#L#($E!

• Lecture>demonstration



____________________________________________________________________________________________________________



32/61

'!!E!!.E%T .ET#D!

• ands>on



____________________________________________________________________________________________________________



33/61

LO &< INPUT DATA INTO COMPUTER

'!!E!!.E%T C$TE$'

0) Data entered into the computer using appropriate program/application inaccordance with company procedure1) 'ccuracy of information checked and information saved in accordance with

standard operating procedures2) $nputted data stored in storage media according to re-uirements3) +ork performed within ergonomic guidelines

C#%TE%T!


• Communication skills to identify lines of communication, re-uest advice, follow

instructions and receive feed*ack• !torage devices and *asic categories of memory

• 9asic ergonomics of key*oard and computer user

C#%D$T$#%!


• E-uipment


• Learning .aterials- Learning .anuals- +ork $nstruction- and>outs


- #perating !ystem- 'pplication program

.ET#D#L#($E!




'!!E!!.E%T .ET#D!

• ands>on


____________________________________________________________________________________________________________



34/61


LO 3< ACCESS INFORMATION USING COMPUTER

'!!E!!.E%T C$TE$'

0) Correct program/application selected *ased on 4o* re-uirements1) "rogram/'pplication containing the information re-uired accessed according to

company procedures2) Desktop icons correctly selected, opened and closed for navigation purposes3) &ey*oard techni-ues carried out in line with #! re-uirements for safe use of

key*oards

C#%TE%T!


• 9usiness 'pplication• !ystem software

• 9asic ergonomics of key*oard and computer user

C#%D$T$#%!


• E-uipment





- #perating !ystem- 'pplication program- Disks

.ET#D#L#($E!




'!!E!!.E%T .ET#D!

• ands>on

____________________________________________________________________________________________________________



35/61



LO =< PRODUCE OUTPUT+DATA USING COMPUTER SYSTEM

'!!E!!.E%T C$TE$'

0) Entered data processed using appropriate software commands1) Data printed as re-uired using computer hardware/peripheral devices in

accordance with standard operating procedures2) :iles and data transferred *etween compati*le systems using computer

software, hardware/peripheral devices in accordance with standard operatingprocedures

C#%TE%T!

• elevant types of software• Computer peripherals

• !torage devices and *asic categories of memory

C#%D$T$#%!


• E-uipment

- 0 unit of computer - printer

-voltage regulator / U"!




- #perating !ystem- 'pplication program- Disks

.ET#D#L#($E!




'!!E!!.E%T .ET#D!

____________________________________________________________________________________________________________



36/61

• ands>on



LO 5< USE #ASIC FUNCTIONS OF A ,E# #RO,SER TO LOCATE INFORMATION

'!!E!!.E%T C$TE$'

0) $nformation re-uirements for $nternet search esta*lished1) 9rowser launched2) !earch engine loaded3) 'ppropriate search criteria and/or UL of site entered6) elevant links followed to locate re-uired information) Useful pages *ookmarked or printed as re-uired

C#%TE%T!

• +e* surfing

• +e* *rowsers

• !earch engines

• UL! and keywords

• Links

• 9ookmarking

C#%D$T$#%!


• E-uipment




• !upplies / .aterials- #perating !ystem- 'pplication program- Disks- "aper

.ET#D#L#($E!

____________________________________________________________________________________________________________



37/61




'!!E!!.E%T .ET#D!

• ands>on



____________________________________________________________________________________________________________



38/61

LO 6< MAINTAIN COMPUTER EQUIPMENT AND SYSTEMS

'!!E!!.E%T C$TE$'

0) "rocedures for ensuring security of data, including regular *ack>ups and viruschecks implemented in accordance with standard operating procedures1) 9asic file maintenance procedures implemented in line with standard operating

procedures

C#%TE%T!

• !ecurity measures

• 'nti>virus software/programs

• :ile .anagement

C#%D$T$#%!


• E-uipment



- Learning .anuals- +ork $nstruction

-and>outs


- #perating !ystem- 'pplication program

.ET#D#L#($E!



•

(roup discussion

'!!E!!.E%T .ET#D!

• ands>on



____________________________________________________________________________________________________________



39/61

UNIT OF COMPETENCY : COMMUNICATE EFFECTIVELY USING ENGLISHLANGUAGE

MODULE TITLE : COMMUNICATING EFFECTIVELY USING ENGLISH

LANGUAGE

MODULE DESCRIPTION : T.is mo/u"0 1o20rs ).0 o4"0/0 si""s!))i)u/0s !/ 2!"u0s 00/0/ )oB !!"?01ommui1!)io 9ro10ss 1ommui1!)0 !/"is)0 !1)i20" !/ us0 9!r!"!u!01ommui1!)io 1u0s<

NOMINAL DURATION : $&' .rs<


LEARNING OUTCOMES:

Upon completion of the module the trainees/students should *e a*le to

L)#)0) 'naly5e communication process

L)#)1) Communicate and listen actively

L)#)2) $dentify and Use paralanguage communication cues

____________________________________________________________________________________________________________



40/61

LO$< ANALYE COMMUNICATION PROCESS

'!!E!!.E%T C$TE$'

0) Communication is defined clearly)1) :orms of communication are distinguished)2) Communication pathway is identified in accordance with workplace

standards)3) Elements of communication in each pathway are identified)6) 9arriers to communication in a customer contact center are identified)) !trategies to reduce *arriers to communication are adopted)

C#%TE%T!

• Definition of communication

•:orms of communication

• Elements of communication

• Communication models

• 9arriers to communication

C#%D$T$#%!

!tudents /trainees must *e provided with the following

• Computer and peripherals for e=aminations, presentations and learning

management;

• 'ppropriate software for phone simulations, oral drills, online assessments etc);

• $nternet connections for online research, references, and assessments

.ET#D#L#($E!

• Lecture/discussion

• "ractical e=ercises

• !imulation

'!!E!!.E%T .ET#D!

• #*servation and #ral uestioning


• ole play

• "hone simulation

• +ritten evaluation

____________________________________________________________________________________________________________



41/61

LO&< COMMUNICATE AND LISTEN ACTIVELY

'!!E!!.E%T C$TE$'

0) $nformation are o*tained and conveyed in accordance with acceptedconventions)

1) Aer*al and other types of communication are distinguished)2) !tandard 'merican accent is applied when speaking English)3) +ritten communication produced is grammatically correct)6) :aulty sentences are identified)) Correct rules on su*4ect>ver* agreement are appliedF) 'ppropriate ver* tenses are used when stating facts, narrating past events)7) 'ppropriate prepositions in common idiomatic e=pressions are applied)H) +ritten communication is produced according to accepted format

08)'ctive listening techni-ues to enhance the message reception are used)00) Encoding is undertaken accurately and proficiently in accordance withesta*lished standards)

01)"rotocol in handling electronic messages is properly identified)02)Aer*al communication is translated into written or electronics communication

accurately and efficiently)03)Electronic messages correctly stored, deleted and forwarded, virus free)06) $nappropriate uses of :ilipinisms are identified)

C#%TE%T!

•

!u*4ect>ver* agreement• Aer* tenses and aspect

• The uses of preposition

• !entence sense achieving clarity,

• .odifiers

• .echanics of voice

• Element of speech

• Ta*le of relationships

• "ro4ecting confidence

• "honemes

• $neffective :ilipinisms used in English conversations)• Aowel and consonant guide

• 'ccents

• !tandard 'merican accent

• Types of stress

• Essential of good pronunciation

• 9lending, "hrasing and $ntonation

____________________________________________________________________________________________________________



42/61

• (ood sentence construction

• Effective e=pression

• English conditionals

C#%D$T$#%!


• Computer and peripherals for e=aminations, presentations and learning

management;



.ET#D#L#($E!


•

"ractical e=ercises• !imulation

'!!E!!.E%T .ET#D!



• ole play



____________________________________________________________________________________________________________



43/61

LO3< USE PARALANGUAGE COMMUNICATION CUES

'!!E!!.E%T C$TE$'

0) "aralinguistic cues used in customer are appropriately identified)1) "aralinguistic cues appropriate to workplace situation are used and

demonstrated)2) .essages to suit paralinguistic cues are correctly modified to convey ideas)3) Correct vocal techni-ues to enhance the transmission of message are used)6) The rate, pitch, volume and tone of voice are ad4usted according to conte=t and

meaning)

) "roper vocal dynamic is applied when speaking over the phone)F) 'ppropriate conversational cues used in customer interaction over the telephone

C#%TE%T!

• A#$CE

o ate

o Aolume

o "itch

o Tone

• 'CCE%T

o !tresso $ntonation

o 9lending

o "hrasing

• Conversational Cues

C#%D$T$#%!


•

Computer and peripherals for e=aminations, presentations and learningmanagement;



.ET#D#L#($E!


____________________________________________________________________________________________________________



44/61


• !imulation

'!!E!!.E%T .ET#D!



• ole play



____________________________________________________________________________________________________________



45/61

UNIT OF COMPETENCY : DELIVER QUALITY CUSTOMER SERVICES

MODULE TITLE : DELIVERING QUALITY CUSTOMER SERVICE

MODULE DESCRIPTION : T.is mo/u"0 1o20rs ).0 o4"0/0 si""s !))i)u/0si /0"i20ri 7u!"i) 1us)om0r s0r2i10s 8 !99"i80s) 9r!1)i10/ 1!"" 10)0r o90r!)ios r0s9o/i )o!/ s!)is;i ).0 1us)om0r 00/s !/ 9ro2i/i!;)0rs!"0s su99or) s0r2i10s<

NOMINAL DURATION : $&' .rs<


PREREQUISITE :

LEARNING OUTCOMES:


L)#)0) Demonstrate understanding of the 9"#/Call Center $ndustry

L)#)1) Transmit, /eceive calls to/from customers

L)#)2) andle customer


46/61

LO$< IDENTIFY AND APPLY #EST PRACTICED CALL CENTER OPERATIONS

'!!E!!.E%T C$TE$'

0) Demonstrate understanding of the 9"#/ Call Center $ndustry1) Understand the *asic services as they relate to customer service, sales

and technical support within 9"#/ Call Centers)2) Understand the *asic performance matri= for a call center agent)

C#%TE%T!

• Types of industry

• Types of products and services

• Call center agents performance matri=

C#%D$T$#%!


• +e*site of call center companies

• Computer with peripherals

• Link to professional 9"# organi5ations ?e=) 9"'", CC'", %'!!C#.@

.ET#D#L#($E!



• !imulation/ ole play

'!!E!!.E%T .ET#D!

•

#*servation and #ral uestioning• "ractical demonstration




____________________________________________________________________________________________________________



47/61

LO&< TRANSMIT+RECEIVE CALLS TO+FROM CUSTOMERS

'!!E!!.E%T C$TE$'

0) "rompt greeting or acknowledgement is provided to customer in accordancewith company policy)

1) Customer identity and details are located and confirmed using appropriate tools?e=) http//yellowpagesonline)com, G other we* resources@

2) Types of calls are classified and prioriti5ed in accordance with the customerservices technology

• Using personal computer

• "rofessionalism in the +orkplace• $nteraction with customers

• 9asic oral and written communication skills

• $nterpersonal skills

• old process policy

• Telephone eti-uette

____________________________________________________________________________________________________________


http://yellowpagesonline.com/http://yellowpagesonline.com/


48/61

C#%D$T$#%!



• eadset

.ET#D#L#($E!




'!!E!!.E%T .ET#D!






____________________________________________________________________________________________________________



49/61

LO3< HANDLE CUSTOMERS COMPLAINTS

'!!E!!.E%T C$TE$'

0) Complaints are responded promptly and handled with empathy1) Customer


50/61




LO=< PROVIDE AFTER SALES SUPPORT SERVICES<

'!!E!!.E%T C$TE$'

0) Contact is made with customer to ensure satisfaction with support /assistanceprovided

1) 'ction necessary to resolve complaint is discussed and confirmed with thecustomer)

2) 'greements reached with the customer are recorded and implemented withinagreed timeframe)

3) :ollow>up action is initiated to ensure that agreements with customers areimplemented)

6) :ull documentation of actions and resolutions agreed with the customer isundertaken in accordance with company procedures)

C#%TE%T!

• "ro*lem solving skills• 'ctive listening or -uestioning skills

• $nstruction techni-ues

• Documentation procedures

• $nfluencing/ "ersuasion techni-ues

C#%D$T$#%!


•

Computer with peripherals• eadsets

.ET#D#L#($E!




____________________________________________________________________________________________________________



51/61

'!!E!!.E%T .ET#D!



• !imulation/ ole play• "hone simulation


UNIT OF COMPETENCY : PERFORM #ASIC COMPUTER OPERATION ANDINTERNET NAVIGATION

MODULE TITLE : PERFORMING #ASIC COMPUTER OPERATION ANDINTERNET NAVIGATION

MODULE DESCRIPTION : T.is mo/u"0 1o20rs ).0 o4"0/0 si""s !))i)u/0si usi 1om9u)0r 9ro90r" m!!i ;i"0sis)!""i !/ 1o;iuri !99"i1!)io 9ror!ms4ori 4i). ).0 i)0r0) !/ s01uri ;i"0s<

NOMINAL DURATION : =' .rs<


PREREQUISITE :

LEARNING OUTCOMES:


L)#)0) 'pply computer *asic operation procedures

L)#)1) #rgani5e and manipulate files

L)#)2) $nstall, configure and work with application program

L)#)3) +ork with internet

L)#)6) Log off from a computer

____________________________________________________________________________________________________________



52/61

L#0) '""LI 9'!$C C#."UTE #"E'T$#% "#CEDUE!

'!!E!!.E%T C$TE$'

0) 9asic peripheral devices are checked *ased on proper connection)

1) Computer is started or user logged on according to logon procedures2) #perating system features and functions are accessed and navigated3) 'vaila*le online help functions are used

C#%TE%T!

• $dentification of computer *asic parts

• 9asic operation and function of "C software and hardware)

• "C hardware and peripheral devices proper connection)

• !afety measures

• "rocedure in starting the computer)

• &ey*oard layout and functions

• #perating !ystem features

• #nline help functions

C#%D$T$#%!


• ' personal or networked computer

• $nternet access

• 9asic system software

.ET#D#L#($E!



• !imulation

____________________________________________________________________________________________________________



53/61

'!!E!!.E%T .ET#D!

• #*servation $n a simulated environment

• #ral uestioning

• "ractical demonstration• +ritten e=am/evaluation

LO&< ORGANIE AND MANIPULATE FILES

'!!E!!.E%T C$TE$'

0 :iles in a directory/folder are identified according to types and usage1 Aarious files are created and suita*ly named as re-uired2 :iles are selected, opened, and renamed according to the set procedures3 Deleted files are restored using the standard utility6 :iles/information are located using the standard features/utility

C#%TE%T!

• ard drive and file concepts

• !aving and retrieving files to and from various folders or hard drive

• Demonstrate an a*ility to find and use information relevant to the task from a

variety of information sources

• Using software features/utilities

C#%D$T$#%!



• $nternet access


.ET#D#L#($E!



• !imulation

____________________________________________________________________________________________________________



54/61

'!!E!!.E%T .ET#D!


• #ral uestioning


• +ritten e=am/evaluation

LO3< INSTALL CONFIGURE AND ,OR- ,ITH APPLICATION PROGRAM

'!!E!!.E%T C$TE$'

0 'pplication programs are added, changed, removed or ran accordingto the esta*lished procedures

1 !oftware is selected appropriately in accordance with the given task2 "rogram is installed, configured and ran according to the given task3 :ile is correctly identified and opened

C#%TE%T!

• "rocedures in installing application programs

• Configuring the installed programs

• Using !earched features of a program

• Using the online help of the program

C#%D$T$#%!



• $nternet access

• 9asic system software• 'pplication software

• !oftware utilities

.ET#D#L#($E!


____________________________________________________________________________________________________________



55/61


• !imulation

'!!E!!.E%T .ET#D!

• #*servation $n a simulated environment• #ral uestioning



LO=< ,OR- ,ITH INTERNET

'!!E!!.E%T C$TE$'

0 $nstalled $nternet application programs are identified and stated according totheir purposes

1 $nternet software is demonstrated on how it can *e used)2 elevant terms are defined and used correctly3 "otential security risks are identified and avoided6 :iles and documents are searched in related links using search engines E>mails are sent, downloaded, read and responded to *ased on re-uirementsF :iles attached to incoming e>mail, are retrieved7 "rotect customer identity and information

C#%TE%T!

• $nstalling the $nternet application program

• Using the internet software

• Terms and definitions

• Using the !earch Engine

• !ending and retrieving E>mail

• ow to initiate and conclude an $nternet connection• Demonstrate an a*ility to find and use information relevant to the task

from a variety of information sources

• 'ppropriate use of different $nternet protocols and data types ?www,

e>mails, etc))@

• "rivacy and security measures related to online tasks

____________________________________________________________________________________________________________



56/61

C#%D$T$#%!



• $nternet access• 9asic system software

.ET#D#L#($E!



• !imulation

'!!E!!.E%T .ET#D!


• #ral uestioning



____________________________________________________________________________________________________________



57/61

LO5< LOG OFF FROM A COMPUTER

'!!E!!.E%T C$TE$'

0 :ile is saved and closed *ased on proper procedures1 'll application programs are closed

____________________________________________________________________________________________________________



58/61

2 Computer and peripheral devices are properly shut down

C#%TE%T!

• Closing the files and programs

• "rocedure in closing the computer)• !afety measures)

• "reventive measures for computer viruses

C#%D$T$#%!



• $nternet access


.ET#D#L#($E!



• !imulation

'!!E!!.E%T .ET#D!


• #ral uestioning• "ractical demonstration


UNIT OF COMPETENCY : DEMONSTRATE UNDERSTANDING AND-NO,LEDGE OF THE AMERICAN CULTURE ANDGEOGRAPHY

MODULE TITLE : UNDERSTANDING THE AMERICAN CULTURE ANDGEOGRAPHY

____________________________________________________________________________________________________________



59/61

MODULE DESCRIPTION : T.is mo/u"0 1o20rs ).0 o4"0/0 si""s !/!))i)u/0s i /0mos)r!)i ).0 0;;01) o; 1u")ur!"2!ri!8"0s 4.0 i)0r!1)i 4i). Nor). Am0ri1!1us)om0rs us0 o; Nor). Am0ri1! 0or!9.

r0io!" /i;;0r010s !/ ).0ir im9!1) o 1us)om0r i)0r!1)io<

NOMINAL DURATION : $& .rs<


PREREQUISITE :

LEARNING OUTCOMES:


L)#)0) 'pply knowledge of common cultural varia*les

L)#)1) 'pply knowledge of 'merican geography

LO$< APPLY -NO,LEDGE OF COMMON CULTURAL VARIA#LES

'!!E!!.E%T C$TE$'

0 $dentify cultural varia*les and values of targeted customer

____________________________________________________________________________________________________________



60/61

1 Demonstrate understanding how cultural differences affect customer and*usiness transactions

C#%TE%T!

•

Cultural varia*les and how it affects communication) e)g) time 5ones, holidaysand cities)

• Cultural differences

• $ntroduction to 'merican culture

• 'ccent and regional styles

• 'ccent improvement

C#%D$T$#%!


• Computer and peripherals

• eadsets

.ET#D#L#($E!



• !imulation

'!!E!!.E%T .ET#D!

• #*servation



LO&< APPLY -NO,LEDGE OF AMERICAN GEOGRAPHY

'!!E!!.E%T C$TE$'

0 (eographic varia*les identified and acted upon

____________________________________________________________________________________________________________



61/61

1 &nowledge of U! geography is reinforced and applied in day to day *usinesstransactions

C#%TE%T!

•

(eographic varia*les and how it affects day to day *usiness transactionso egions

o !tates and Capitals

o Time Jones and Daylight !aving Time ?D!T@

• 9asic geography

o ecogni5e place names and common person names

o Correct pronunciation of names

o .ap reading

o !tate '**reviations

C#%D$T$#%!



• eadsets

.ET#D#L#($E!



• !imulation

'!!E!!.E%T .ET#D!

• #*servation



Date post:	07-Aug-2018
Category:	Documents
Upload:	victor
View:	220 times
Download:	2 times

Contact Center Services Nc II Amended

Documents