Republic of the Philippines

Department of Education
National Capital Region
DIVISION OF CITY SCHOOLS – MANILA
Manila Education Center Arroceros Forest Park
Antonio J. Villegas St. Ermita, Manila

TLE ICT CONTACT CENTER

SERVICES GRADE 10

MODULE 3

QUARTER 1 WEEK 3 LESSONS 6 & 7

Most Essential Learning Competency: Communicate and Listen

Effectively
2.3 Grammar
2.4 Writing Skills

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 HOW DO YOU USE THIS MODULE?

Before starting the module, I want you to set aside other tasks that will disturb
you while enjoying the lessons. Read the simple instructions below to successfully enjoy
the objectives of this kit. Have fun!

1. Follow carefully all the contents and instructions indicated in every page of this
module.

2. Write on your notebook the concepts about the lessons. Writing enhances learning,
that is important to develop and keep in mind.

3. Perform all the provided activities in the module.

4. Let your facilitator/guardian assess your answers using the answer keycard.

5. Analyze conceptually the posttest and apply what you have learned.

6. Enjoy studying!

PARTS OF THE MODULE

• Expectations - These are what you will be able to know after completing the
lessons in the module.
• Pre-test - This will measure your prior knowledge and the concepts to be
mastered throughout the lesson.
• Looking Back to your Lesson - This section will measure what learnings and
skills did you understand from the previous lesson.
• Brief Introduction- This section will give you an overview of the lesson.
• Activities - This is a set of activities you will perform with a partner.
• Remember - This section summarizes the concepts and applications of the
lessons.
• Check your Understanding- It will verify how you learned from the lesson.
• Post-test - This will measure how much you have learned from the entire
module.

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 COMMUNICATE AND LISTEN EFFECTIVELY

EXPECTATIONS:

• Identify the different communication types per company

requirements
• Use English language deploying oral, written, listening, and
grammar skills
• Use active listening techniques to enhance the transmission of
message reception

Let us start your journey in learning more on

Communication Skills. I am sure you are ready and
excited to answer the Pretest.

PRE – TEST
Direction: Read the questions carefully and encircle the letter of the
correct answer.

1. The verb aspect has three parts except.

A. Past C. Perfective
B. Simple D. Progressive
2. Apply the correct preposition: We will meet ___ lunchtime.
A. By C. at
B. on D. in
3. My mother is living ____ New York.
A. On C. at
B. by D. in

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 4. If you heat water to 100 degrees celcius, it will boil.
A. Zero conditional C. Second conditional
B. First conditional D. Third conditional
5. If I had known, I would have helped him.
A. Zero conditional C. Second conditional
B. First conditional D. Third conditional
6. The following are some principles of organization in writing a good
paragraph except.
A. Chronological C. Spatial
B. Paragraphing D. Climactic
7. Which of the following has a wrong use of punctuation in a sentence?
A. Your order, Ma’am. C. Your order, Sir?
B. Your order, Ma’am? D. You’re order Sir.
8. The following are examples of transition markers except.
A. firstly C. ready
B. also D. however
9. .Select the sentence that shows completeness.
A. The test is difficult. C. The test difficult.
B. The test is difficult D. The test, is difficult.
10. Which of the following shows correct word order in a sentence.
A. The customer complained the late delivery.
B. The late delivery is the cause of complaint.
C. The delivery was late that caused the complaint.
D. Because of the late delivery, the
customer complained.

LOOKING BACK TO YOUR LESSON

Direction: Read the questions carefully and

encircle the letter of the correct answer.

1. Which is not a part of vocal apparatus?

C. Teeth C. Tongue Tip
D. Nose D. Roof of mouth
3. Which is not pronounced with an unvoiced voice using a vocal apparatus?
C. Pennsylvania C. Alabama
D. Baltimore D. subscribe
3. Examples of voiced consonants includes the following exept.
C. telephone C. country
D. today D. do

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4. Oral skills includes diphthongs, which of the following is not included?
C. ei C. a
D. iu D. au
5. Constructing sentences is governed by rules. Grammaticality of sentences
can be judged by the following except.
C. Phonemes C. Word order
D. Completeness D. Word combination

BRIEF INTRODUCTION

Call center agents usually provide inbound and outbound customer

support. They take and make calls, offering customer service 24/7. The
job entails entertaining and addressing various issues and concerns
coming from customers of different races. It is indeed a challenging job that
requires one to deal with people with shifting moods or a tackles approach
in voicing their concerns.

Fortunately, agents are given sufficient training prior to deploying them to

face such tasks. Communication skills are enhanced and tips on how to
TOPIC: ORAL SKILLS
handle he calls with efficiency are given. Also, campaign orientations are
given so as to make the agents knowledgeable enough about the products
or brands they will be presenting to customers.

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TOPIC: GRAMMAR

Objectives

1. Reflect the quality and standards of work through grammar.

2. Practice correct grammar.
3. Create helpful tips in establishing good communication with correct
grammar among customer service representatives or anybody in the
workplace.

LEARNING CONTENT
LESSON 6: Grammar

Correct grammar is the key to all types of business communication. It keeps

us from being misunderstood and lets us express yourself and your ideas
more effectively. As a Contact Center representative, you speak and
communicate on behalf of your company. Your communication skills reflect
the quality and standards of your company. Hence, it is important to be
mindful of your grammar all the time.

Subject-Verb Agreement

Aside from the structure of the sentence, it is also necessary to be mindful of

the relationship of the subject and the verb in a sentence. This is known as
the Subject – Verb Agreement (SVA).

In the present tense, nouns and verbs form plurals in opposite ways. Adding
–s or -es to nouns makes a word plural while adding –s or –es to verbs makes
a it singular.

Example:
Noun customer (singular) customers (plural)
Verb calls (singular or s-form) call (plural or base form)

SVA simply states that the subject and the verb must agree in number. This
means that a singular subject takes a singular verb, while a plural subject
takes a plural verb.

Examples:

Singular The customer calls the hotline.

Subject verb
Sing. Sing.

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Plural The customers call the hotline.
Subject verb
pl. pl.

The following are eight common rules on Subject-Verb Agreement:

1. A phrase or clause in between the subject and the verb does not change
the number of the subject.

Examples:
a. Charles, the agent who won many times, is my team leader.
singular singular
subject verb

b. The calls from that department are already escalated.

plural plural
subject verb

2. Indefinite pronouns as subject

Some indefinite pronouns require singular verb, while others require plural
verbs.
a. Singular indefinite pronouns take singular verb.
each, either, neither, one, no one, nobody, nothing, anyone, anybody,
anything, someone, somebody, something, everyone, everybody, everything
Example:
No one is allowed to put the customer on hold for several minutes.
singular singular
subject verb
b. Plural indefinite pronouns use plural verbs.
several, few, both, many
Example
Several customers are ordering the mattress using a coupon.
plural plural
subject verb
c. Some indefinite pronouns may either be singular or plural.
some, any, most, all
i. If used with mass nouns, use singular verb.
Example:
Most of my water has been spilled.
Mass noun singular verb

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 ii. If used with count nouns, use plural verb
Most of my co-workers are late.
count noun plural verb

3. Compound subjects
a. Joined by and
If the subject is compound and joined by and, use a plural verb.
Example
The customer and the supervisor are still in a conversation.
Plural subject Plural verb
b. Joined by either/or and neither/nor
If the compound subject is joined by or/nor, the verb agrees with the
subject closer to it.
Example:
i. Neither the customers nor the shop owner keeps receipts.
Singular subject singular verb
The verb ‘keeps’ (singular form) is used in the sentence because the
subject closer to it is the shop owner which is also singular.
ii. Neither the shop owner nor the customers keep receipts.
Plural subject plural verb
This time, the verb keep (plural form) is used because the subject being
considered is the customers which is plural.
iii. Either the recording or the notes have been found.
Plural subject plural verb
The subject closer to the verb is notes. It is plural. Therefore, a plural verb
is used in the sentence.

4. Inverted subjects
The subject is inverted if it comes after the verb. Yet, the verb should still
agree with the subject.

Example
Here are my notes.
Plural plural
Verb subject

Interrogative sentences also have inverted subjects.

Example
Is there an on-going sale?
Singular singular
Verb subject

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5. Collective nouns
A collective noun is a noun that refers to a group of entities that may be
considered either as individuals or as one larger entity.
Collective nouns are considered singular and take singular verbs.

Example
The audience claps their hands.
singular singular
subject verb

6. Titles
Titles of books, movies, stories, and the like are always singular. Thus,
singular verbs must be used.

Example:
Letters to Juliet makes me cry.
Title/singular singular verb

7. Plural form subjects

Nouns that are plural in form but are singular in meaning take singular verb.

Example:
statistics, linguistics, Philippines, etc.
The Philippines is a republic.
singular singular verb
subject

8. The number/ A number

The phrase “the number of _________,” uses a singular verb.

Example:
The number of callers is greater today.
Singular verb
The phrase “a number of _______,” uses a plural verb.
Example:
A number of callers are satisfied.
Plural verb

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Tense and Aspect
Tense refers to the actual location of an event in time. An action may occur
either in the past or present.
1) Common (present) – the base form of the verb or with –s or –es to agree with
the subject.

Examples:
Lea calls the technical support daily.
The investors check their record books regularly.

2) Past – takes the past tense formed by adding –d or –ed for regular verbs or
changing spelling for irregular verbs

Example:
Lea called the technical support for assistance.
He became the new team leader.

An action may also be viewed with respect to time instead of the action’s
location on time. This is called aspect. The verb aspect has three parts:

1) Simple – the action happened in a specific time in the past.

Example:
Ann called the hotline yesterday.

2) Perfective – the action happened in the past but it took place quite recently.
Verbs in this aspect are formed using has/have/had plus the past participle.

Example:
Ann has called the hotline this morning.

3) Progressive – the action is still in progress at the time of speaking. To form

a verb in this aspect, add is/are/was/were to the verb’s participle form.

Example:
Ann is calling the hotline now.

Note: Aspect always include tense but tense can occur without aspect.
Examples:
The agent has escalated the call. (Perfective aspect, Past tense)
The agent escalates the call. (Present Tense)

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Preposition
Prepositions are words that does not appear alone because it should always
be used with another word or words called its object. The function of a
preposition is to relate its object to other words in the sentence.

Non-native English speakers often commit mistake in the use of prepositions

in their sentences. Common mistakes committed are:
• non-use of preposition when a sentence needs one;
Example:
I must give her a replacement item the same value.
(wrong)
I must give her a replacement item at the same value. (correct)

• use of preposition when it is not necessary

Example:
Where did you get this at? (wrong)
Where did you get this? (correct)

• use of the wrong preposition

Prepositions are words crucial in denoting time, place, and position. Most
often than not, prepositions are not interchangeable. It is important to
understand the distinct use of each preposition.

At, on, in, and by are the most commonly used prepositions. They denote both
time and position. Let us distinguish the use of the four. The table below
shows the use of the four prepositions in denoting time.

At/In/On used to denote Time

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In, On, and At to denote Position

In addition, the preposition in is used when one is using a private vehicle for
transportation (i.e., I am in my car.), while the preposition on is used for
public transportation (i.e., I am on a bus or I am on a cab.).

Specific Preposition for Nouns

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Specific Preposition for Adjectives

Specific Preposition for Verbs

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Modifiers
Words, phrases, and clauses used to provide description are called modifiers.
They make the meaning of the word or group of words more specific. Modifiers
allow the reader or listener to create a more detailed mental image of the
subject.
Modifiers can be words such as an adjective or an adverb. An adjective makes
a noun or a pronoun become more specific, while an adverb provides more
details about verbs, adjectives, and adverbs.
Examples:
• The lengthy call ended very well.

(The modifier lengthy is an adjective. It tells what kind of call is being

mentioned in the sentence.)
• The customer service representative professionally handled the last call.

(The word professionally is an adverb modifier that makes the word handled
more specific.)
Modifiers can also be phrases and clauses. This includes adjective clauses,
adverb clauses, infinitive phrases, participial phrases, and prepositional
phrases.
Example:

• Trying to avail the surprise sale online, Johnny placed his order through
the phone.
(The phrase trying to avail the surprise online acts as an adjective and makes
the noun Johnny more specific.)

Conditionals
Conditionals are also known as the if-clauses. These statements mean that
an action relies on another action. To elaborate, a conditional states that a
certain action can only happen if a certain condition is fulfilled. Conditionals
can be real conditional or unreal conditional. Real conditionals describes real
situations, while unreal conditionals describe unreal or imaginary situations.

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Presented below are the four types of conditionals.
1. Zero conditional

This is used for conditions that are always true as long as the condition is
met.
The format for this conditional is

Example:
If you heat water to 100 degrees Celsius, it will boil. (fact-universal)
If I am unsure of the answer, I place the customer on hold. (fact – personal)

2. First conditional

Statements that state that a future action is more likely to happen upon the
fulfilment of another future action are in the first conditional. The format is:

Example:
If she follows the prompt correctly, she will reach the right department.

Other modals aside from will can be used like may, should, can, could, and
might.
Examples:
a. If she follows the prompt correctly, she may reach the right department.

b. If she follows the prompt correctly, she should reach the right department.

c. If she follows the prompt correctly, she can reach the right department.

d. If she follows the prompt correctly, she could reach the right department.

e. If she follows the prompt correctly, she might reach the right department.

3. Second conditional

Second conditional is used when:

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 • talking about an imaginary present situation
• talking about things in the future that are unlikely to happen
• imagining something that is different from reality
The format is:

Example:
If the customer placed ten bulk orders, we would expedite the shipping.
Again, other modals such as could, should, and might can be used.

4. Third conditional
When talking about the past or imagining something different from what
actually happened, the third conditional is used. In this case, the conditions
were not fulfilled.
The format is:

Example:
If I had known, I would have helped him.
Other modals such as could, should, and might can also be used.

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ACTIVITY 1 Modifiers
Direction: Encircle the modifier describing the underlined word in each
sentence.

1. Working in a call center might seem an easy job.

2. There are many different kinds of jobs in call centers: CSRs, TSRs,
supervisors, managers, human resource staff, and many others who
work to ensure a call center works well.
3. You must be able to answer their inquiry quickly and correctly, so
their faith and trust in your company is upheld.
4. You need to be the type of person who can learn and retain
information.
5. Many list the ability to speak a second language as an asset in
working in a call center.

ACTIVITY 2 Subject-Verb Agreement

Directions: Choose the verb that will make the sentences in the paragraph
grammatically correct.

Call centers within the pharmaceutical industry (is, are) increasingly being
challenged to satisfy customer inquiries, while simultaneously cutting
costs. In today's ever-changing marketplace, call centers (modernizes,
modernize) their technology and (expands, expand) connectivity options in
order to support a growing variety of customer interaction channels and
tools.

According to a recent research by a benchmarking firm, there (is, are) many

gaps in adoption of social media platforms within consumer health call
centers. Sixty-three percent of respondents (identifies, identified) issues
such as regulations, privacy, and lack of knowledge on usability as key
challenges to social media adoption. Despite this, forty-three percent of the
OTC segment (reports, report) using Facebook as a customer interaction
channel.

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ACTIVITY 3 Preposition

Direction: Complete each sentence by choosing the best preposition from

the pool below.

1. Call center agents are one _____ the highest earning employees _____
the country.
2. Call center companies offer a whole range of benefits _____ health
insurance _____ gift certificates.
3. Promotions happen _____ a faster rate in call centers compared _____
other companies.
4. There is unlimited supply of coffee _____ call center agents. Some
companies have unlimited juice or iced tea aside _____ coffee.
5. Call center companies strive to maintain this kind _____ quality work
environment and excellent service to client in order _____ provide
compensation and benefits.

to of with from at

in on for by

ACTIVITY 4 Conditionals
Direction: Fill in the correct phrases and form a conditional sentence by
using the verbs in the parenthesis. Take note of the verbs in bold face.
1. If we meet at 9:30, we ___________ (to have) plenty of time.
2. Lisa would find the package if she __________ (to look) in the neighbor’s
lawn.
3. The manager would have sanctioned her with a fine if she __________
(to call) the clients.
4. If you spoke louder, your caller __________ (to understand) you.
5. The fragile package __________ (to arrive) safe if the delivery man drove
slowly.
6. You __________ (to have) no trouble at work if you had done your duties
and responsibilities properly.
7. If you __________ (to order) in this website, you will save time and effort
going to the store.
8. The customer will agree to be put on hold if you __________ (to ask)
permission nicely.
9. If the customer representative __________ (to ask) the customer, he
would have answered her questions.
10. I ___________ (to call) the customer back if I was/were you.
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TOPIC: WRITING SKILLS

Objectives

1. Reflect the quality and standards of work through writing.

2. Practice good writing skills.
3. Create helpful tips in establishing good writing skills among
customer service representatives or anybody in the workplace.

LEARNING CONTENT
LESSON 7: Writing Skills

In the previous lesson, you were taught about different grammar rules. In this lesson,
you will learn more techniques on how to improve your writing skills. As a contact
center representative, you must be well-versed in all types of communication. There
are times when you will be called to write memos, plans, and reports. A good writing
skill will allow you to communicate your ideas clearly.

Spelling
In the age of text, e-mail, and private messages (PMs), spelling has already
taken a backseat because people want to communicate quickly. Consider the
following messages.

Miting @ 2pm. C u @ d conf rum :D

The same message could be written formally.

There will be a meeting at 2:00 PM. Please proceed to the conference room.
Thank you.

Spelling may be taken for granted when you are texting or sending personal
messages through social networks such as Facebook, Twitter, or Instagram.
However, in business and academic writing, spelling should be taken
seriously.

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Here is a review of the rules in spelling to help you refresh your spelling skills.

1. The letter i comes before the letter e except after the letter c where e should
come before i as in receipt and deceive.

2. For one-syllable words that follow the consonant-vowel-consonant pattern

(C-V-C), adding –ing requires to double the last letter.

The same rule applies for two-syllable word and the second syllable follows
the C-V-C pattern.
Examples:
deter – deterrent
transfer – transferred

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3. If you want to add –ing or any suffix that begins with a vowel to any word
that ends in a silent e, you should drop the e before adding the suffix.

4. Adding suffix to words ending in y requires changing y to i first.

5. If you want to add -el, or -al at the end of a word, take note of the following
tips.
• -al ending is used mostly for adjectives, but some nouns
Examples:

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Paragraphing
A paragraph is a collection of sentences about a single topic. Learning how to
write a good paragraph is also a skill you must learn in case you need to
communicate through writing.

What makes a good paragraph?

A good paragraph should follow the principles below:

1. The paragraph must contain a topic sentence.

2. All remaining sentences should support and develop the topic sentence.
3. Only one main idea should be developed.
4. The sentences should flow smoothly and logically.
5. A concluding sentence may be added, but is not essential.

To further understand the principles stated above, you must learn the
different parts of a paragraph. A paragraph may have 2 or 3 parts, which are
as follows:

1. Topic sentence
This states the main topic of the paragraph. It may occur anywhere in the
paragraph: beginning, middle, or end. However, to make it easy for the readers
to identify the topic sentence, it is suggested that you put it near the beginning
of the paragraph. A topic sentence should not be too general and not too
specific.

Example:
Call center industry is fast growing. (too general)
Today, the call center industry is considered as the fastest escalating
employment provider for Filipino college graduates who seek jobs that have
better income generation. (too specific)
Presently, the call center industy is considered as the fastest rising employer
for Filipino college graduates. (not too general but not too specific)

2. Supporting sentences
These are sentences that expound the idea presented on the topic sentence.
They form the body of the paragraph.
Example:
• Majority of fresh college graduates opt to apply in the contact center
industry to develop the communication skills and gain
professionalism.

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 • It is also undeniable that the said industry offers a great compensation
package that lures new graduates.
(The sentences above support and expand the idea presented in the given
example of topic sentence.)

3. A concluding sentence or a clincher

This signals the end of the paragraph and leaves the reader with important
points to remember, but is often unnecessary. It may also summarize the
ideas presented in the paragraph.

Organization
A paragraph should be well organized, so that there will be an order in the
presentation of information. This way information is easier discussed,
understood and remembered. Below are some principles of organization that
may help you in writing good paragraphs or essays.
• Chronological Order (order of time)
This is also called the “order of time”. Organizing ideas using this
principle will require one to arrange items or events in the order in
which they occur. Transition markers, which will be discussed later,
are usually used in this organization of ideas. It is best to use the order
of time when telling stories or when explaining a process.

• Spatial Order
In this pattern, the items are arranged or described based on their
physical position or relationships. For example, if you want to write
about the design of a newly opened restaurant, you may start by
describing the façade, then interior from ceiling down to the walls and
lastly the table set-up. Meanwhile, in describing a person you can start
by describing him/her from foot going up to the head.

• Climactic Order (Order of Importance)

This pattern is also called the order of importance. In this pattern, items
are arranged from least important to the most important.

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Punctuations
Punctuation is one important aspect in written English. It is the system of
signs and symbols that shows how a sentence should be read. Thus, it makes
the meaning clear. Punctuation marks can totally change the meaning of
words. An error in punctuation can deliver a totally different meaning than
the one that is intended.

Example:
Your order, Ma’am.
Your order, Ma’am?

Although the words in the two sentences above are the same, the message of
each sentence is completely different from the other because of the use of
period and question mark.

Lack and overuse of punctuation can alter meaning and result in ambiguity.
Ambiguous sentences are difficult to understand. If your customer, colleague,
or supervisor misunderstood you, it could put your job at risk.
This lesson will provide a review on how to properly use some of the commonly
used punctuation marks.

1. Period
• Use a period to end a statement.
Example: I already called the customer service.

• If the last word in the sentence ends in a period, do not follow it with
another period.
Example: She studied in U.P.

2. Comma
• Use a comma if you want to pause before proceeding.
Example:
As soon as I received the call, I searched for the customer’s name.

• Use a comma if you need to add a phrase that does not contain any new
subject.
Example:
The customer, upon receiving the empty parcel, called the customer
service to report.

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 • It is also used to separate items on a list.
Example:
The customer requested for an order number, a receipt number, and a
reservation number.

• Use a comma if there is more than one adjective (a describing word, like
beautiful) in a sentence.
Example:
The client requested the customer representatives to be polite,
courteous, and accommodating to the customers.

3. Question Mark
• A direct question (interrogative sentence) is followed by a question
mark.
Example:
When did you place your order John?

• Use a question mark when a sentence is half statement and half

question.
Example:
You do place the order, don’t you?

4. Exclamation point
• Use exclamation point to show emphasis or intense emotion.
Example:
Leave now!
I am shocked by your behavior!

5. Hyphen
• Use a hyphen to form compound words or join word units

a. For compound numbers from twenty-one to ninety-nine

Example:
forty-one
seventy-seven

b. For compound adjectives that occur before the word they modify

Example:
well-loved teacher

24
 well-known artist
• Use a hyphen with the prefixes ex-, self-, and all-, with the suffix –elect,
and with all prefixes before a proper noun or proper adjective.

Example:
ex-mayor
all-star
non-European

6. Colon
• Colons come after the independent clause and before the word, phrase,
sentence, quotation, or list it is introducing.

Example:

Customers only have one thing in mind today: discount. (word)

Customers only have one thing in mind today: to get a discount. (phrase)

7. Semi-colon
• Semicolons are used to separate clauses or phrases that are related and
receive equal emphasis.

Example:
Michael seemed preoccupied; he answered our questions abruptly.

Jargons
Jargons are special words or expressions that are used by a particular
profession or group and are difficult for others to understand. For an in depth
discussion on jargons, refer to module 1.

25
 ACTIVITY 5 CAN YOU PLEASE SHARE WITH US?
We are going to set a date where we will just sit down and listen to
contact center service providers as they share their experiences. In line
with this, there will be a need for guest speakers. Your task is to invite
possible guest speakers for that day.
Together with your teacher/parents/siblings, decide on the date for the
event.

A. The Invitation
1. Form groups of three.
2. Compose a letter of invitation for a guest speaker. Invite them to a
small group sharing of their experiences in the industry. Be mindful of
your spelling and grammar.
3. Hand the letter to that person and wait for his/her reply.
Here is the rubric for the letter.

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My Insights
1. After listening to the talk of your guest speaker, write a two-paragraph
essay on your insights and realizations.
2. Be mindful of your paragraphs. Make sure that your sentences
demonstrate unity and coherence.

Rubrics for Evaluation:

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CHECK YOUR UNDERSTANDING

Correct Me
Directions: Below is a paragraph about call centers in the Philippines.
However, there are many errors in the paragraph such as incorrect
punctuation marks, missing punctuation marks, misspelled words, incorrect
sentence construction, and the like. Try to correct and rewrite the paragraph.
You may also add transition markers to make the sentence coherent.

Outsourced call centers or contact centers is a group of individuals handling

a large volume of calls to the company. Call center employees or contact center
staff is usually known as call center agents, telemarketers, customer service
representatives (CSR), customer support, customer service and the like?

They could either take inbound calls to customer queries or call customers
and prospective clients as outbound telemarketers on a telemarketing
company! Call center and contact center agents may also be tasked for
directory assistance to generating leads for finance and mortgaging companies
and these calls come from foreign based mother companies.

Call centers is most common form of a Business Process Outsourcing or BPO

companies from the Philippines. Of course there are pros and cons and yet
outsourcing call center agents have numerous benefits for small and medium
scale businesses that would help the growth of their business by achieving
short and long term goals.

Many developing countries such as Philippines, India and countries in South

America are most common destinations for low-cost outsourcing? from these
outsource locations, companies top choice would be the Philippines;

REMEMBER

No matter what form of communication you intend to use or which

communication skills you use, always remember that the key to a good
communication is courtesy. Be courteous all the time.

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POST - TEST

Direction: Read the questions carefully and encircle the letter of the
correct answer.

1. The following are some principles of organization in writing a good

paragraph except.
A. Chronological C. Spatial
B. Paragraphing D. Climactic
2. Which of the following has a wrong use of punctuation in a sentence?
A. Your order, Ma’am. C. Your order, Sir?
B. Your order, Ma’am? D. You’re order Sir.
3. The following are examples of transition markers except.
A. firstly C. ready
B. also D. however
4. .Select the sentence that shows completeness.
A. The test is difficult. C. The test difficult.
B. The test is difficult D. The test, is difficult.
5. Which of the following shows correct word order in a sentence.
A. The customer complained the late delivery.
B. The late delivery is the cause of complaint.
C. The delivery was late that caused the complaint.
D. Because of the late delivery, the customer complained.
6. The verb aspect has three parts except.
A. Past C. Perfective
B. Simple D. Progressive
7. Apply the correct preposition: We will meet ___ lunchtime.
A. By C. at
B. on D. in
8. My mother is living ____ New York.
A. On C. at
B. by D. in
9. If you heat water to 100 degrees celcius, it will boil.
A. Zero conditional C. Second conditional
B. First conditional D. Third conditional
10. If I had known, I would have helped him.
A. Zero conditional C. Second conditional
B. First conditional D. Third conditional

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REFLECTIVE LEARNING SHEET

I learned that…

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LET’S DO THE CHECKING

Answer Key

1. A 11. D 1. B 11. A
2. C 12. A 2. D 12. B
3. D 13 . D 3. C 13. D
4. A 14. B 4. A 14. C
5. D 15. C 5. A 15. C
6. B 6. A
7. D 7. C
8. C 8. D
9. A 9. A
10.A 10. D

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