CONTACT CENTER SERVICES (NC II) Curriculum Guide – K to 12 ICT

INFORMATION AND COMMUNICATIONS TECHNOLOGY – K TO 12 BASIC EDUCATION CURRICULUM GUIDE

Technology-Livelihood Education and Technical-Vocational Track specializations may be taken between Grades 9 to 12.
Schools may offer specializations from the four strands as long as the minimum number of hours for each specialization is met.

  • K to 12 LIVELIHOOD EDUCATION
  • JUNIOR HIGH SCHOOL TECHNOLOGY
  • SENIOR HIGH SCHOOL TECHNICAL-VOCATIONAL-LIVELIHOOD TRACK

CONTACT CENTER SERVICES (NC II) CURRICULUM GUIDE

Grade 7/8 (Exploratory)

This is an exploratory and introductory course that leads to a Contact Center Services, National Certificate (NC II). It covers five (5) common competencies that a Grade7/8 Technology and Livelihood Education (TLE) student ought to possess, namely:
1) use of equipment,
2) performing computer operation,
3) applying quality standards,
4) interpreting technical drawing and plans, and
5) practicing Occupational Health and Safety (OHS) procedures.

The preliminaries of this exploratory course include the following:
1) discussion of the relevance of the course,
2) explanation of key concepts relative to the course, and
3) exploration of career opportunities

LEARNING COMPETENCIES

The learners…
1. Discuss the relevance of the course
2. Explain basic concepts in Contact Center Services
3. Explore on opportunities for Contact Center Services as a career

LESSON 1: PERSONAL ENTREPRENEURIAL COMPETENCIES (PECS)

LO 1. Recognize PECs needed in Contact Center Services
1.1 Assess one’s PECs: characteristics, attributes, lifestyle, skills, traits
1.2 Assess practitioner’s: characteristics, attributes, lifestyle, skills, traits
1.3 Compare one’s PECS with that of a practitioner /entrepreneur
1.4 Align one’s PECS with that of a practitioner/entrepreneur

LESSON 2: ENVIRONMENT AND MARKET (EM)

LO 1. Generate a business idea that relates with a career choice in Contact Center
1.1 Conduct SWOT analysis
1.2 Identify the different products/services available in the market
1.3 Compare different products/services in Contact Center business
1.4 Determine the profile potential customers
1.5 Determine the profile potential competitors
1.6 Generate potential business idea based on the SWOT analysis

LESSON 3: USE OF TOOLS AND EQUIPMENT (UT)

LO 1. Prepare equipment
1.1 List equipment based on job requirement
1.2 Identify appropriate equipment
1.3 Classify equipment according to function and task requirement

LO 2. Inspect equipment received
2.1 Check the list of equipment to be requested per job requirement
2.2 Inspect the requested equipment
2.3 Assess the condition of all equipment for proper operation and safety

LESSON 4: MAINTAIN COMPUTER EQUIPMENT AND SYSTEMS (MT)

LO1. Maintain computer equipment and systems
1.1 Ensure the security of data, including regular back-ups and virus checks in accordance with standard operating procedures
1.2 Perform basic file maintenance procedure in line with the SOP

LESSON 5: PERFORM MENSURATION AND CALCULATION (MC)

LO 1. Perform basic mensuration
1.1 Identify geographical variables to be measured
1.2 Use basic mathematical processes for routine calculations
1.3 Employ different techniques in checking accuracy of the computation

LESSON 6: PREPARE AND INTERPRET TECHINICAL DRAWING (TD)

LO 1. Identify different kinds of technical drawings
1. 1 Identify basic symbols used in technical drawing
1.2 Select technical drawing in accordance with the job requirement

LO 2. Interpret technical drawing
2.1 Identify the basic symbols used in flow charting
2.2 Interpret the symbols used in flow charting
2.3 Create a flow chart that depicts a simple scenario

LESSON 7: PRACTICE OCCUPATIONAL HEALTH AND SAFETY PROCEDURE (OS)

LO 1. Identify hazards and risks
1.1 Explain hazards and risks in the workplace
1.2 Identify hazards and risks indicators in the workplace
1.3 Apply contingency measures in accordance with the OHS Procedures

LO 2. Evaluate hazards and risks
2.1 Determine the effects of hazards and risks
2.2 Classify the types of hazards and risks in the workplace

LO 3. Control hazards and risks
3.1 Follow OHS Procedures for controlling hazards and risks
3.2 Use personal protective equipment (PPE)
3.3 Follow and observe organizational protocol when providing emergency assistance

LO 4. Maintain occupational health and safety regulations
4.1 Participate in related drills and training
4.2 Prepare OHS personal records in accordance with workplace requirements

INFORMATION AND COMMUNICATIONS TECHNOLOGY – CONTACT CENTER SERVICES (NC II)

Duration: (160 hours)

This is a specialization course that leads to a Contact Center Services National Certificate Level II (NC II). It covers two (2) core competencies that a high school student ought to possess, namely: 1) performing basic computer operations and Internet navigation, and 2) demonstrating an understanding of local and international geography and cultures.

The preliminaries of this specialization course include the following: 1) discussion of the relevance of the course, 2) explanation of key concepts relative to the course, and 3) exploration of career opportunities.

LEARNING COMPETENCIES

The learners…
1. Discuss the relevance of the course
2. Explain concepts, theories, and core competencies in Contact Center Services
3. Explore on opportunities for Contact Center Services as a career

LESSON 1: PERSONAL ENTREPRENEURIAL COMPETENCIES (PECS)

b
1.1 Assess one’s PECs: characteristics, attributes, lifestyle, skills, traits
1.2 Assess practitioner’s: characteristics, attributes, lifestyle, skills, traits
1.3 Compare one’s PECs with those of a practitioner /entrepreneur
1.4 Align one’s PECs with those of a practitioner/entrepreneur

LESSON 2: ENVIRONMENT AND MARKET (EM)

LO 1. Recognize and understand the market in Contact Center Services
1.1 Identify the players/competitors within the town
1.2 Identify the different products/services available in the market

LO 2. Recognize the potential customer/market in Contact Center Services
2.1 Identify the profile of potential customers
2.2 Identify the customer’s needs and wants through consumer analysis
2.3 Conduct consumer/market analysis

LESSON 3: PERFORM BASIC COMPUTER OPERATIONS AND INTERNET NAVIGATION (CO)

LO 1. Apply computer basic operation procedures
1.1 Observe OHS policies and procedures in computer operation and internet navigation in accordance with requirements
1.2 Check basic peripheral devices based on proper connection
1.3 Start computer according to logon procedures
1.4 Access operating system features and functions
1.5 Use available online help functions

LO 2. Install, configure, and work with application program
2.1 Configure software settings according to the given task
2.2 Manipulate features of application programs
2.3 Select appropriate software in accordance with the given task
2.4 Open destination of file directory
2.5 Search files and documents using the online help of a program

LO 3. Organize and manipulate files
3.1 Identify files in a directory/folder according to types and usage
3.2 Save documents with file names according to the requirement
3.3 Manipulate files according to the set procedures
3.4 Restore deleted files using the standard utility
3.5 Locate files/information using the standard features/utility

LO 4. Work with Internet
4.1 Identify Installed Internet application programs and state according to their purposes
4.2 Demonstrate Internet software on how it can be use offline
4.3 Define relevant terms and use correctly
4.4 Identify potential security risks
4.5 Search files and documents in related links using search engines
4.6 Follow procedures in configuring privacy and security measures to online task
4.7 Manipulate e-mail messages based on requirements
4.8 Retrieve files attached to incoming e-mails

LO 5. Log off from a computer
5.1 Observe OHS policies and procedures in turning off the computer in accordance with the SOP
5.2 Update installed firewall protection and antivirus software
5.3 Scan removable storage devices using antivirus software before opening any files/applications
5.4 Save file based on proper procedures
5.5 Close all application programs
5.6 Shut down the computer based on proper procedures
5.7 Shut down computer and peripheral devices

LESSON 4: UNDERSTANDING OF LOCAL AND INTERNATIONAL GEOGRAPHY AND CULTURES (GC)

LO 1. Apply knowledge of common cultural variables
1.1 Identify cultural variables and values of target customers
1.2 Identify cultural similarities and differences that affect customer and business transactions

LO 2. Apply knowledge of local and international geography
2.1 Familiarize with the different accents and regional style
2.2 Identify geographic variables that affect customer and business transactions
2.3 Apply knowledge of local and international geography in day- to-day business transactions

This is a specialization course that leads to a Contact Center Services National Certificate Level II (NC II). It covers two (2) core competencies that a Grade high school student ought to possess, namely: 1) communicating effectively using the English language and 2) delivering quality customer service.

The preliminaries of this specialization course include the following: 1) discussion of the relevance of the course, 2) explanation of key concepts relative to the course, and 3) exploration of career opportunities.

LEARNING COMPETENCIES

The learners…
1. Discuss the relevance of the course
2. Explain basic concepts, theories, and core competencies in Contact Center Services
3. Explore opportunities for a career in Contact Center Service

LESSON 1: PERSONAL ENTREPRENEURIAL COMPETENCIES – PECs (PC)

LO 1. Develop and strengthen PECs needed in Contact Center Services
1.1 Identify areas for improvement, development, and growth
1.2 Align one’s PECs according to his/her business/career choice
1.3 Create a plan of action that ensures success of his/her business/career choice

LESSON 2: ENVIRONMENT AND MARKET (EM)

LO 1. Develop a product/service in Contact Center Services
1.1 Identify what is of “Value” to the customer
1.2 Identify the customer to sell to
1.3 Explain what makes a product unique and competitive
1.4 Apply creativity and Innovative techniques to develop marketable product
1.5 Employ a Unique Selling Proposition (USP) to the product/service

LO 2. Select a business idea based on the criteria and techniques set
2.1 Enumerate various criteria and steps in selecting a business idea
2.2 Apply the criteria/steps in selecting a viable business idea
2.3 Determine a business idea based on the criteria/techniques set

LO 3. Develop a brand for the product
3.1 Identify the benefits of having a good brand
3.2 Enumerate recognizable brands in the town/province
3.3 Enumerate the criteria for developing a brand
3.4 Generate a clear and appealing product brand

LESSON 3: COMMUNICATING EFFECTIVELY IN ENGLISH (CE)

LO 1. Analyze communication process
1.1 Identify communication pathway available in accordance with the contact center SOP
1.2 Identify elements of communication in each pathway
1.3 Take appropriate action according to established practices
1.4 Identify barriers to communication in a customer contact center
1.5 Take action in accordance with company policies

LO 2. Communicate and listen effectively
2.1 Identify the difference between verbal communication and other communication types as per company and customer requirements
2.2 Use English language deploying oral, written, listening, and grammar skills
2.3 Use active listening techniques to enhance the transmission of messages toward developing message reception
2.4 Translate verbal communication into written/electronic communication according to written standards

LO 3. Use paralanguage communication cues
3.1 Identify the importance of voice and accent in the contact center industry
3.2 Use correct vocal techniques to enhance message reception
3.3 Rephrase messages to suit conversational cues to convey ideas
3.4 Use paralinguistic cues appropriate to customers and workplace situations in accordance with the established procedures

LESSON 4: DELIVERING QUALITY CUSTOMER SERVICES (QS)

LO 1. Demonstrate understanding of the BPO/Call Center industry
1.1 Describe the BPO/ Call Center Industry
1.2 Describe the basic services related to customer service sales, and technical support within BPO/ Call Center Industry
1.3 Explain the basic performance matrix of a call center agent

LO 2. Transmit/receive calls to or from customers
2.1 Identify types of calls in accordance with the client/customer’s needs
2.2 Use interactive communication in accordance with customer management relationship standards
2.3 Address customers’ inquiries/concerns
2.4 Provide courtesy to the customer in accordance with customer relationship management
2.5 Establish rapport in accordance with customer/client relationship
2.6 Identify inquiries/concerns required for transfer/hold in accordance with the enterprise policy
2.7 Summarize the information and confirm that the objectives are met when ending calls
2.8 Observe proper telephone etiquette in closing the conversation
2.9 Protect customer information

LO 3. Handle customers’ complaints
3.1 Respond to complaints promptly with empathy
3.2 Address customers’ complaints with clear, direct, accurate, and timely response
3.3 Establish details of complaints and use basic remedies in accordance with enterprise policy
3.4 Implement appropriate referral or hands-off procedures as required
3.5 Refer complicated concerns to higher authority

LO 4. Provide after-sales support and document events
4.1 Ensure customer satisfaction by making a return call
4.2 Discuss action/s necessary to resolve complaint/s and confirm with the customer
4.3 Record agreements reached with the customer and implement within agreed time frame
4.4 Initiate follow-up action/s to ensure that agreements with customers are implemented
4.5 Document actions and resolutions agreed upon with the customer in accordance with company procedures

Source: K to 12 Information and Communications Technology—Contact Center Services (NC II) Curriculum Guide

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