K To12 Basic Education Curriculum Information and Communications Technology Contact Center Services Grade 9 - Module 4

K to12 BASIC EDUCATION CURRICULUM
Information and Communications Technology

CONTACT CENTER SERVICES
(SPECIALIZATION)
GRADE 9 – MODULE 4
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CONTENT STANDARD
The learner demonstrates understanding of concepts and underlying principles

of local and international geography and culture.
PERFORMANCE STANDARD
The learner independently demonstrates skills in and applies understanding of

local and international geography and culture.
I - INTRODUCTION
Contact center service is a fast growing industry in the country. To be

successful in this type of business, every learner should be more than equipped with
the basics of computer operation as well as other tasks relating to ICT. Moreover, in
this year level, learners should also be competent and knowledgeable in
understanding local and international geography and culture. Likewise learners
should improve their communications skills.
This curriculum document shall assist and guide teachers in effectively

teaching the content of this module, efficiently assess learner’s knowledge and skills,
process learners’ understanding, and evaluate the learners’ evidences of learning.
II - LEARNING COMPETENCIES
The competencies expressed as learning outcomes in this teaching guide are

the exact competencies that will be used to assess the learners for them to secure
COC or NC in Contact Center Service.
This teaching guide would allow teachers to strategically teach the
competencies spread out in the module; guide the learners in performing the
activities; process learners’ understanding; and assist the learners in applying what
they have learned to an entirely new context.
Utilizing effective teaching strategies and methodology suitable to the learning

needs and requirements of the learners, the following are the competencies that
learners should master after finishing this module.
ICT- CONTACT CENTER SERVICE- Grade 9
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1. Apply knowledge of common cultural variables
- Identify cultural variables and values of target customers

- Identify cultural similarities and differences that affect customer and
business transactions
2. Apply knowledge of local and international geography
- Familiarize with the different accents and regional styles

- Identify geographic variables that affects customers and business
transactions
- Apply knowledge of local and international geography in day to day
business transactions
III – Pre-Assessment
 Prepare a comprehensive pre-assessment tool to evaluate learner’s

knowledge and skills.
 Guide learners in assessing their knowledge and skill using:
 Paper and pencil test
 Self-evaluation checklist
 Other appropriate tools
 Check their answers using the answer key.
 Process learners understanding, clarify misconceptions then guide them in
creating their own learning goals and targets.
IV – Reading Resources and Instructional Activities
 Guide learners in answering the guide questions and performing the activities
to assess how much they know about the topic.
 Let learners share their experiences with the class.
 Process learners’ responses, let them reflect, revise or rethink their
understanding.
Lesson 1: Common Cultural Variables
1.1 Introduction to Culture

1.2 Cultural Variables
1.3 Cultural Similarities and Differences
What to KNOW
 Guide learners in understanding knowledge on common cultural variables by

providing numerous, relevant and appropriate activities that matches the
learning needs and requirements of the learners.
 Have learners research on the most popular local and international culture
 Guide learners in presenting their activities.
 Process learners’ learning.
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 Provide relevant and appropriate learning activities for the learners to
understand common cultural variables, time zones, holidays, cities, cultural
similarities and differences.
 Guide learners in performing appropriate activities to show their learning.
What to PROCESS
Task 1: Group Activity
 Ask learners to perform the activity

 Design appropriate activities to suit the learning needs and requirements of
the learners
 Evaluate learners learning using appropriate evaluation tools.
 Process learners learning and let them reflect on their understanding
What to REFLECT and UNDERSTAND
Task 2: Individual Activity
 Guide learners in deepening their understanding by performing the activity.

 Process learners’ understanding.
 Enhance learners’ understanding by creating appropriate activities to deepen
their experiences of common cultural variables.
 Have learners assess their performance.
What to TRANSFER
Task 3: Group Work
 Have learners communicate and collaborate with the community for them to
transfer their learning of common cultural variables.
 If necessary, provide additional activities to provide an opportunity for the
learners to show and transfer their understanding.
 Have learners share and discuss their learning experiences in performing the
tasks.
 Process learners’ understanding.
Lesson 2: Local and International Geography
 Assist learners in answering the guide questions

 Process their learning through varied activities using appropriate strategies
suitable to the learning needs and requirements of the learners.
2.1 Local and International Accents
2.2 Accent Improvement

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2.3Geographic Variables
2.4 Basic Geography
What to KNOW
 Guide learners in understanding knowledge on local and international

geography by providing numerous, relevant, and appropriate activities that
match the learning needs and requirements of the learners.
 Let learners be familiarized in local and international languages and activities.
 Guide learners in speaking English and improving their accent.
 Provide relevant and appropriate learning activities for the learners to
understand geographical variables, daylight saving time, basic geography,
common names of persons and places, correct pronunciation of words, map
reading and state abbreviations.
 Guide learners in performing appropriate activities to show their learning.
What to PROCESS
Task 1: Categorize Countries
Task 2: Oral Recitation
Task 3: Read a Map
 Guide learners in performing the prepared tasks.

 Design additional activities to suit the learning needs and requirements of the
learners.
 Evaluate learners learning using appropriate assessment tools.
 Process learners learning and let them reflect on their knowledge.
What to REFLECT and UNDERSTAND
Task 4: Individual Activity
 Guide learners’ in deepening their understanding by performing the prepared

task.
 Process learners’ understanding
 Enhance learners understanding by appropriate activities to deepen their
experiences in local and international geography.
 Have learners self-assess their performance.
What to TRANSFER
Task 5: Group Activity

35
 Have learners communicate and collaborate with the community for them to
transfer their learning on local and international geography.
 Assess learners’ performance.
V – Summative Test
 Prepare a comprehensive summative assessment for the fourth quarter that

covers all the important topics that were discussed.
 Guide learners in assessing their knowledge and skill using:
 Paper and pencil test
 Performance test
 Other appropriate tools
 Check their answers using the answer key.
VI – Summary / Synthesis / Feedback
Nowadays, one of the challenges in contact centers is how to be competitive

in providing services. Excellent services would entail higher profit as generated from
loyalty and trust coming from the customers. But the question is how can you have
loyal customers? First and foremost, to maintain loyal customers make it a point that
they should always be satisfied, satisfaction will be drawn from superior utilization of
technology, outstanding management of the company and most important, having
competent, effective and efficient manpower in the frontline to provide services to
customers.
It has been a top priority of many companies to develop and maintain a high
level of proficiency among their manpower. In this module, you have been equipped
with the basic understanding of local and international geography and culture which
is a very essential skill in providing quality services to customers. The competencies
you have mastered were application of knowledge in common cultural variables and
application of local and international geography. All of these competencies are vital
in order for you to have a successful career in contact center services.

36
Module 4 Answer Key
Task 1: Abbreviation (p. 212)
Country Abbreviation Country Abbreviation
Qatar QA Ukraine UA
China CN Sri Lanka LK
Denmark DK Venezuela VE
Netherlands NL Cambodia KH
Samoa WS United States US
Task 1: Categorize Countries (pp. 237- 238)
Country Region
Uganda East Africa
Paraguay South America
Bosnia Europe
Mongolia Asia
Australia Oceania
Albania Europe
Austria European Union
Cuba Caribbean
Botswana South Africa
Angola Middle Africa
Summative Test (p. 240-241)
I - Multiple Choice
1. A
2. C
3. D
4. B
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5. C
6. A
7. D
8. B
9. D
10. C
II – Supply the missing abbreviations and capital of the given countries.
Flag and Country Abbreviation Capital
Russia RU Moscow
Turkey TR Ankara
Japan JP Tokyo
Laos LA Vientiane
Singapore SG Singapore
-END of MODULE 4-

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Suggested Evaluation Tool for the Different Tasks
Prepare analytic rubrics to evaluate the knowledge, skills, and understanding of the
learners. Teachers may add or adopt new criteria for evaluating each task.
Guide Questions
A. Clear expression of ideas and concepts

B. Clarity of voice and moderation of volume
C. Logical sequence of topics
D. Grammatically correct
E. Confidence
F. Preparedness
Group Activity (Skit or Role Play)
A. Content
B. Props and Costume
C. Cooperation
D. Clarity and volume of voice
E. Preparedness
F. Enthusiasm
Individual / Group Activity (Writing an Article)
A. Quality of Content
B. Logical presentation of ideas and concept
C. Appropriateness and relevance
D. Correct spelling and grammar
E. Time
Oral Recitation
A. Expresses ideas and concepts clearly

B. Clarity of voice and moderation of volume
C. Logical sequence of topics
D. Grammatically correct
E. Confidence
F. Preparedness

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Map Reading
A. Determines, utilizes, and handles appropriate tools, equipment, materials

B. Practice safety procedure
C. Performs proper procedure in map reading
D. Explains the result of the activity and gives accurate directions

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Acknowledgement
This Teacher’s Guide on Contact Center Services was developed for the Information
and Communication Technology Course in Technology and Livelihood Education, Grade 9
of the K to 12 Curriculum with the assistance of the following persons:
TEACHER’S GUIDE WRITERS
Dr. VIRGILIO O. GUEVARRA, Jr.

Division Coordinator
Dasmariñas, Cavite
Region IV – A CALABARZON
DIANA MARIE B. DAGLI MARIA ANGELICA G. MATES

Head Teacher III Teacher II
Nagpayong High School Jose Abad Santos High School
Division of Pasig Division of Manila
NCR NCR
REVIEWERS
DOCUMENTORS / SECRETARIAT
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K to12 BASIC EDUCATION CURRICULUM

Information and Communications Technology

The learner demonstrates understanding of concepts and underlying principles

The learner independently demonstrates skills in and applies understanding of

Contact center service is a fast growing industry in the country. To be

This curriculum document shall assist and guide teachers in effectively

The competencies expressed as learning outcomes in this teaching guide are

Utilizing effective teaching strategies and methodology suitable to the learning

- Identify cultural variables and values of target customers

2. Apply knowledge of local and international geography

- Familiarize with the different accents and regional styles

 Prepare a comprehensive pre-assessment tool to evaluate learner’s

IV – Reading Resources and Instructional Activities

Lesson 1: Common Cultural Variables

1.1 Introduction to Culture

 Guide learners in understanding knowledge on common cultural variables by

Task 1: Group Activity

 Ask learners to perform the activity

What to REFLECT and UNDERSTAND

Task 2: Individual Activity

 Guide learners in deepening their understanding by performing the activity.

Task 3: Group Work

Lesson 2: Local and International Geography

 Assist learners in answering the guide questions

2.1 Local and International Accents

2.2 Accent Improvement

ICT- CONTACT CENTER SERVICE- Grade 9

2.4 Basic Geography

 Guide learners in understanding knowledge on local and international

Task 1: Categorize Countries

Task 2: Oral Recitation

Task 3: Read a Map

 Guide learners in performing the prepared tasks.

What to REFLECT and UNDERSTAND

Task 4: Individual Activity

 Guide learners’ in deepening their understanding by performing the prepared

Task 5: Group Activity

ICT- CONTACT CENTER SERVICE- Grade 9

 Prepare a comprehensive summative assessment for the fourth quarter that

VI – Summary / Synthesis / Feedback

Nowadays, one of the challenges in contact centers is how to be competitive

ICT- CONTACT CENTER SERVICE- Grade 9

Task 1: Abbreviation (p. 212)

Country Abbreviation Country Abbreviation

China CN Sri Lanka LK

Samoa WS United States US

Task 1: Categorize Countries (pp. 237- 238)

Uganda East Africa

Paraguay South America

Austria European Union

Botswana South Africa

Angola Middle Africa

Summative Test (p. 240-241)

II – Supply the missing abbreviations and capital of the given countries.

Flag and Country Abbreviation Capital

ICT- CONTACT CENTER SERVICE- Grade 9

A. Clear expression of ideas and concepts

Group Activity (Skit or Role Play)