Course Design: CBC Contact Center Services NC II - 1
Course Design: CBC Contact Center Services NC II - 1
Course Design: CBC Contact Center Services NC II - 1
QUALIFICATION LEVEL : NC II
TRAINEE ENTRY
REQUIREMENTS : Candidate / trainee must possess the following
qualifications, must be:
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CBC Contact Center Services NC II -1-
COURSE STRUCTURE
UNIT OF Nominal
MODULE TITLE LEARNING OUTCOME
COMPETENCY Hours
BASIC 18
COMMON 18
CORE 108
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CBC Contact Center Services NC II -3-
ASSESSMENT METHODS : Written/Oral examination
Demonstration of practical skills
Direct Observation
METHODOLOGIES : Lecture/Demonstration
Self-pace/Modular
Dual Training System
Distance Learning
Role playing
Peer Teaching / Mentoring
RESOURCES :
EQUIPMENT MATERIALS
Computer with peripherals (for use in audio and Macromedia Flash browser plug-in and
video playback of reference and sample application, updated to the latest version
recordings)
Computer tables and chairs (ergonomic) Video and audio recordings (sample speech
reference recordings)
LCD projector Video and audio recordings (sample contact center
recordings)
White board Need to Add Materials for Blended training
ESL laboratory (optional)
Internet access
Software for office productivity
Internet browser (Google Chrome, Safari, Firefox,
etc. except Internet Explorer) updated to the latest
version
QUALIFICATION OF
INTSTRUCTORS/TRAINERS : Must have completed Trainer’s Methodology
level I (TM I) course
Must be computer literate
Must be physically and mentally fit
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CBC Contact Center Services NC II -4-
Must have at least 18 months contact center
experience
Holder of training Certificates in:
-Developing Learning Materials for
eLearning
-Facilitating eLearning session
-Develop Learning Materials
CERIFICATE LEVEL : NC II
PREREQUISITE :
Upon completion of this module the students/ trainees will be able to:
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CBC Contact Center Services NC II -5-
LO1. OBTAIN AND CONVEY WORKPLACE INFORMATION
ASSESSMENT
CONTENTS CONDITIONS METHODOLOGIES
METHODS
Parts of Speech The students/trainees Group Written test
Sentence must be provided with the Discussion Practical/
Construction following: Interaction performance test
Effective Writing materials (pen & Lecture Interview
communication paper) Reportorial
References (books)
Manuals
ASSESSMENT
CONTENTS CONDITIONS METHODOLOGIES
METHODS
Basic mathematics The students/trainees Group Written test
Technical writing must be provided with the Discussion Practical/
Types of forms following: Interaction performance test
Paper Lecture Interview
Pencils/ ball pen
References books
Manuals
CERTIFICATE LEVEL : NC II
PREREQUISITE :
Upon completion of this module, the students/ trainees will be able to:
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CBC Contact Center Services NC II -7-
LO 1. DESCRIBE AND IDENTIFY TEAM ROLE AND RESPONSIBILITY IN A TEAM
ASSESSMENT
CONTENTS CONDITIONS METHODOLOGIES
METHODS
Team role The students/trainees Group Written test
Relationship and must be provided with the Discussion/ Observation
responsibilities following: Interaction Simulation
Role and Standard operating Case studies Role playing
responsibilities with procedure (SOP) of Simulation
team environment workplace
Relationship within a Job procedures
team Client/supplier
instructions
Quality standards
Organizational or
external personnel
ASSESSMENT
CONTENTS CONDITIONS METHODOLOGIES
METHODS
Communication The students/trainees Group Observation of
process must be provided with the Discussion/ work activities
Team structure/team following: Interaction Observation
roles SOP of workplace Case studies through
Group planning and Job procedures Simulation simulation or
decision making Organization or external role play
personnel Case studies
and scenarios
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CBC Contact Center Services NC II -8-
UNIT OF COMPETENCY : PRACTICE CAREER PROFESSIONALISM
CERTIFICATE LEVEL : NC II
PREREQUISITE : none
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CBC Contact Center Services NC II -9-
LO1. INTEGRATE PERSONAL OBJECTIVES WITH ORGANIZATIONAL GOALS
ASSESSMENT
CONTENTS CONDITIONS METHODOLOGIES
METHODS
Personal The students/trainees Interactive- Role play
development-social must be provided with the lecture Interview
aspects: intra and following: Simulation Written
interpersonal Workplace Demonstration examination
development Code of ethics Self paced
Organizational goals Organizational goals instruction
Personal hygiene Hand outs and Personal
and practices development-social
Code of ethics aspects
CD’s, VHS tapes,
transparencies
ASSESSMENT
CONTENTS CONDITIONS METHODOLOGIES
METHODS
Organizational Key The students/trainees Interactive Role play
Result Areas (KRA) must be provided with the lecture Interview
Work values and following: Group Written
ethical standards Hand outs on discussion examination
Company policies on Organizational KRA Structured
the use and Work values and activity
maintenance of ethics Demonstration
equipment Company policies
and standards
Sample job targets
Learning guides
CD’s, VHS tapes,
transparencies
ASSESSMENT
CONTENTS CONDITIONS METHODOLOGIES
METHODS
Qualification The students/trainees Interactive Demonstration
standards must be provided with the lecture Interview
Gender and following: Film viewing Written
development (GAD) Quality standards Role play/ examination
sensitivity GAD handouts Simulation Portfolio
Professionalism in CD’s, VHS tapes on Group assessment
the workplace professionalism in the discussion
List of professional workplace
licenses Professional licenses
samples
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CBC Contact Center Services NC II - 10 -
UNIT OF COMPETENCY : PRACTICE OCCUPATIONAL HEALTH AND
SAFETY
CERTIFICATE LEVEL : NC II
PREREQUISITE : none
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CBC Contact Center Services NC II - 11 -
LO1. EVALUATE HAZARD AND RISK
ASSESSMENT
CONTENTS CONDITIONS METHODOLOGIES
METHODS
TLV table The students/trainees Interactive Interview
Philippine OHS must be provided with the lecture Written
standards following: Situation examination
Effects of hazards in Hand outs on analysis Simulation
the workplace Philippine OHS Symposium
Ergonomics standards Film viewing
EGG Regulations Effects of hazards in Group dynamics
the workplace
Ergonomics
TLV table
CD’s, VHS tapes,
transparencies
ASSESSMENT
CONTENTS CONDITIONS METHODOLOGIES
METHODS
Safety regulations The students/trainees Interactive Written
Clean air act must be provided with the lecture examination
Electrical and fire following: Symposium Interview
safety code Hand outs on Film viewing Case/ situation
Waste Safety Regulations Group dynamics analysis
management Clean air act Self-paced Simulation
Disaster Electrical and fire instruction
preparedness and safety code
management Waste management
Contingency Disaster
measures and preparedness and
procedures management
Contingency
measures and
procedures
OHS personal records
PPE
CD’s, VHS tapes,
transparencies
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CBC Contact Center Services NC II - 12 -
LO3. MAINTAIN OCCUPATIONAL HEALTH AND SAFETY AWARENESS
ASSESSMENT
CONTENTS CONDITIONS METHODOLOGIES
METHODS
Operational health The students/trainees Interactive Demonstration
and safety must be provided with the lecture Interview
procedure, practices following: Simulation Written
and regulations Workplace Symposium examination
Emergency-related PPE Film viewing Portfolio
drills and training OHS personal records Group dynamics assessment
CD’s, VHS tapes,
transparencies
Health record
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CBC Contact Center Services NC II - 13 -
UNIT OF COMPETENCY : APPLY QUALITY STANDARDS
PREREQUISITE :
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CBC Contact Center Services NC II - 14 -
LO 1. ASSESS QUALITY OF RECEIVED MATERIALS
ASSESSMENT
CONTENTS CONDITIONS METHODOLOGIES
METHODS
Reading skills The students/trainees Lecture- Hands-on
required to interpret must be provided with the demonstration Direct
work instruction following: Self-paced observation
Workplace standards Work instructions instruction Practical
and specifications Manuals (Operation Group demonstration
Procedures in Manual of the company discussion
obtaining and / Manufacturer’s
carrying out work Instruction / Service
instructions Manual)
Quality checking Company / Workplace
procedures standards and
Fault identification specifications
and reporting
Safety and
environmental
aspects of production
process
Carry out work in
accordance with
policies and
procedures
ASSESSMENT
CONTENTS CONDITIONS METHODOLOGIES
METHODS
Communication skills The students/trainees Lecture- Hands-on
needed to interpret must be provided with the demonstration Direct
and apply defined following: Self-paced observation
work procedures Organization work instruction Practical
Identifying errors procedures Group demonstration
(deviation from Manufacturer’s discussion
customer and or Instruction Manual
organization Customer requirements
requirements) Other forms
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CBC Contact Center Services NC II - 15 -
LO 3. ENGAGE IN QUALITY IMPROVEMENT
ASSESSMENT
CONTENTS CONDITIONS METHODOLOGIES
METHODS
Relevant production The students/trainees Lecture- Hands-on
processes, materials must be provided with the demonstration Direct
and products following: Self-paced observation
Safety and Organization work instruction Practical
environmental procedures Group demonstration
aspects of production Manufacturer’s discussion
processes Instruction Manual
Critical thinking Customer requirements
Quality improvement Other forms
processes
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CBC Contact Center Services NC II - 16 -
UNIT OF COMPETENCY : PERFORM COMPUTER OPERATION
CERTIFICATE LEVEL : NC II
PREREQUISITE :
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CBC Contact Center Services NC II - 17 -
LO 1. PLAN AND PREPARE FOR TASKS TO BE UNDERTAKEN
ASSESSMENT
CONTENTS CONDITIONS METHODOLOGIES
METHODS
Reading and The students/trainees Lecture- Hands-on
comprehension skills must be provided with the demonstration Direct
required to interpret following: Self-paced observation
work instructions and Equipment: instruction Practical
to interpret basic user - 1 unit of computer Group demonstration
manuals - voltage regulator / UPS discussion
OH and S principles Learning Materials:
and responsibilities - Learning Manuals
Main types of - Work Instruction
computers and basic - Hand-outs
features of different Supplies / Materials:
operating systems - Operating System
Main parts of a - Application program
computer
Storage devices and
basic categories of
memory
Relevant types of
software
General security,
privacy legislation
and copyright
ASSESSMENT
CONTENTS CONDITIONS METHODOLOGIES
METHODS
Relevant types of The students/trainees Lecture- Hands-on
software must be provided with the demonstration Direct
Communication skills following: Self-paced observation
to identify lines of Equipment: instruction Practical
communication, - 1 unit of computer Group demonstration
request advice, follow - voltage regulator / UPS discussion
instructions and Learning Materials:
receive feedback - Learning Manuals
Storage devices and - Work Instruction
basic categories of - Hand-outs
memory Supplies / Materials:
Basic ergonomics of - Operating System
keyboard and - Application program
computer user
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CBC Contact Center Services NC II - 18 -
LO 3. ACCESS INFORMATION USING COMPUTER
ASSESSMENT
CONTENTS CONDITIONS METHODOLOGIES
METHODS
Relevant types of The students/trainees Lecture- Hands-on
software must be provided with the demonstration Direct
Business Application following: Self-paced observation
System software Equipment: instruction Practical
Basic ergonomics of - 1 unit of computer Group demonstration
keyboard and - voltage regulator / UPS discussion
computer user Learning Materials:
- Learning Manuals
- Work Instruction
- Hand-outs
Supplies / Materials:
- Operating System
- Application program
- Disks
ASSESSMENT
CONTENTS CONDITIONS METHODOLOGIES
METHODS
Relevant types of The students/trainees Lecture- Hands-on
software must be provided with the demonstration Direct
Computer peripherals following: Self-paced observation
Storage devices and Equipment: instruction Practical
basic categories of - 1 unit of computer Group demonstration
memory - printer discussion
- voltage regulator / UPS
Learning Materials:
- Learning Manuals
- Work Instruction
- Hand-outs
Supplies / Materials:
- Operating System
- Application program
- Disks
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CBC Contact Center Services NC II - 19 -
LO 5. USE BASIC FUNCTIONS OF A WWW-BROWSER TO LOCATE
INFORMATION
ASSESSMENT
CONTENTS CONDITIONS METHODOLOGIES
METHODS
Web surfing The students/trainees Lecture- Hands-on
Web browsers must be provided with the demonstration Direct
Search engines following: Self-paced observation
URLS and keywords Equipment: instruction Practical
Links - 1 unit of computer Group demonstration
Bookmarking - voltage regulator / UPS discussion
Learning Materials:
- Learning Manuals
- Work Instruction
- Hand-outs
Supplies / Materials:
- Operating System
- Application program
- Disks
- Paper
ASSESSMENT
CONTENTS CONDITIONS METHODOLOGIES
METHODS
Security measures The students/trainees Lecture- Hands-on
Anti-virus software/ must be provided with the demonstration Direct
programs following: Self-paced observation
File Management Equipment: instruction Practical
- 1 unit of computer Group demonstration
- voltage regulator / UPS discussion
Learning Materials:
- Learning Manuals
- Work Instruction
- Hand-outs
Supplies / Materials:
- Operating System
- Application program
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CBC Contact Center Services NC II - 20 -
UNIT OF COMPETENCY : COMMUNICATE EFFECTIVELY IN ENGLISH FOR
CUSTOMER SERVICE
CERTIFICATE LEVEL : NC II
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CBC Contact Center Services NC II - 21 -
LO1. DEMONSTRATE APPROPRIATE USAGE AND UNDERSTANDING OF
WORDS
ASSESSMENT
CONTENTS CONDITIONS METHODOLOGIES
METHODS
Definition of The students/trainees Lecture/ Observation and
communication must be provided with the discussion Oral Questioning
Forms of following: Practical Practical
communication Computer and exercises Demonstration
Elements of peripherals for Simulation Role Play
communication examinations, Phone
Communication presentations and simulation
models learning management; Written
Barriers to Appropriate software for evaluation
communication phone simulations, oral
drills, online
assessments etc.;
Internet connections for
online research,
references, and
assessments
ASSESSMENT
CONTENTS CONDITIONS METHODOLOGIES
METHODS
Subject-verb The students/trainees Lecture/ Observation and
agreement must be provided with the discussion Oral Questioning
Verb tenses and following: Practical Practical
aspect Computer and exercises Demonstration
The uses of peripherals for Simulation Role Play
preposition examinations, Phone
Sentence sense presentations and simulation
achieving clarity, learning management; Written
Modifiers Appropriate software for evaluation
Mechanics of voice phone simulations, oral
Element of speech drills, online
Table of relationships assessments etc.;
Projecting confidence Internet connections for
online research,
Phonemes
references, and
Ineffective Filipinisms
assessments
used in English
conversations.
Vowel and consonant
guide
Accents
Standard American
accent
Types of stress
Essential of good
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CBC Contact Center Services NC II - 22 -
pronunciation
Blending, Phrasing
and Intonation
Good sentence
construction
Effective expression
English conditionals
ASSESSMENT
CONTENTS CONDITIONS METHODOLOGIES
METHODS
VOICE The students/trainees Lecture/ Observation and
o Rate must be provided with the discussion Oral Questioning
o Volume following: Practical Practical
o Pitch Computer and exercises Demonstration
o Tone peripherals for Simulation Role Play
ACCENT examinations, Phone
o Stress presentations and simulation
learning management; Written
o Intonation
Appropriate software for evaluation
o Blending
phone simulations, oral
o Phrasing
drills, online
Conversational Cues assessments etc.;
Internet connections for
online research,
references, and
assessments
ASSESSMENT
CONTENTS CONDITIONS METHODOLOGIES
METHODS
VOICE The students/trainees Lecture/ Observation and
o Rate must be provided with the discussion Oral Questioning
o Volume following: Practical Practical
o Pitch Computer and exercises Demonstration
o Tone peripherals for Simulation Role Play
ACCENT examinations, Phone
o Stress presentations and simulation
learning management; Written
o Intonation
Appropriate software for evaluation
o Blending
phone simulations, oral
o Phrasing
drills, online
Conversational Cues assessments etc.;
Internet connections for
online research,
references, and
assessments
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CBC Contact Center Services NC II - 23 -
UNIT OF COMPETENCY : DELIVER QUALITY CUSTOMER SERVICES
CERTIFICATE LEVEL : NC II
PREREQUISITE :
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CBC Contact Center Services NC II - 24 -
LO1. DEMONSTRATE AN UNDERSTANDING AND APPRECIATION OF THE
INDUSTRY WORK ENVIRONMENT FOR CONTACT CENTERS, INDUSTRY
EXPECTATIONS FOR ENTRY-LEVEL CONTACT CENTER AGENT WORK, AND
CAREER OPPORTUNITIES FOR CONTACT CENTER AGENTS
ASSESSMENT
CONTENTS CONDITIONS METHODOLOGIES
METHODS
Types of industry The students/trainees Lecture/ Observation and
Types of products and must be provided with the discussion Oral Questioning
services following: Practical Practical
Call center agents Website of call center exercises Demonstration
performance matrix companies Simulation/ Role Simulation/ Role
Computer with play Play
peripherals Phone
Link to professional simulation
BPO organizations (ex. Written
BPAP, CCAP, evaluation
NASSCOM)
ASSESSMENT
CONTENTS CONDITIONS METHODOLOGIES
METHODS
Data gathering The students/trainees Lecture/ Observation and
Different customers must be provided with the discussion Oral Questioning
needs following: Practical Practical
E-services technology Computer with exercises Demonstration
Using personal peripherals Simulation/ Role Simulation/ Role
computer Headset play Play
Professionalism in the Phone
Workplace simulation
Interaction with Written
customers evaluation
Basic oral and written
communication skills
Interpersonal skills
Hold process policy
Telephone etiquette
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CBC Contact Center Services NC II - 25 -
LO3. COMPLETE THE TASKS IN THE CONDUCT OF A CUSTOMER SERVICE
DELIVERY PROCESS BY APPLYING SKILLS IN EFFECTIVE ENGLISH
COMMUNICATION
ASSESSMENT
CONTENTS CONDITIONS METHODOLOGIES
METHODS
Protocols for handling The students/trainees Lecture/ Observation and
difficult or irate must be provided with the discussion Oral Questioning
customers following: Practical Practical
Process of handling Computer with exercises Demonstration
customer inquiries peripherals Simulation/ Role Simulation/ Role
Language for dealing Headset play Play
with customer Phone
complaints simulation
Process of handing off Written
customers to evaluation
supervisors
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CBC Contact Center Services NC II - 26 -
UNIT OF COMPETENCY : DEMONSTRATE ABILITY TO ENGAGE
CUSTOMERS
CERTIFICATE LEVEL : NC II
PREREQUISITE :
L.O.1. Apply the rules and guidelines for building effective interpersonal
relationships to engage customers
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CBC Contact Center Services NC II - 27 -
LO1. APPLY THE RULES AND GUIDELINES FOR BUILDING EFFECTIVE
INTERPERSONAL RELATIONSHIPS TO ENGAGE CUSTOMERS
ASSESSMENT
CONTENTS CONDITIONS METHODOLOGIES
METHODS
Identification of The students/trainees Lecture/ Observation In a
computer basic parts must be provided with the discussion simulated
Basic operation and following: Practical environment
function of PC A personal or networked exercises Oral Questioning
software and computer Simulation Practical
hardware. Internet access Demonstration
PC hardware and Basic system software Written exam/
peripheral devices evaluation
proper connection.
Safety measures
Procedure in starting
the computer.
Keyboard layout and
functions
Operating System
features
Online help functions
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CBC Contact Center Services NC II - 28 -