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Department of Education
Republic of the Philippines
Technology and Livelihood Education Grade 10
Learners Material
First Edition, 2014
ISBN: ___________
Republic Act 8293, section 176 states that: No copyright shall subsist in any work
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Published by the Department of Education
Secretary: Br. Armin A. Luistro FSC
Undersecretary: Dina S. Ocampo, Ph.D.
Assistant Secretary: Lorna Dig Dino, Ph.D.
Development Team of the Learners Material
Authors:
Dr. Virgilio O. Guevarra, Jr., Rose Ann M. Sulla, Diana Marie B. Dagli, and
Maria Angelica G. Mates
Editors: Dr. Paraluman R. Giron, Ofelia C. Flojo, and Perla H. Cuanzon
Reviewers: Romeo B. Gacutan, Simfroso C. Robles II,
Caoagdan, Reynaldo S. Dantes and Melissa S. Ramos
ii
10
Technology and
Livelihood Education
Information and
Communications
Technology
Contact Center Services
Learners Material
GOVERNMENT PROPERTY
NOT FOR SALE
ALLOTTED TO
District/ School: _________________________________________
Division _________________________________________________
First Year of Use: _________________________________________
Source of Fund (Year included):__________________________
Department of Education
Republic of the Philippines
Marion I. Alinas,
ii
TABLE OF CONTENTS
Module 1: PERSONAL ENTREPRENUERIAL COMPETENCIES
(PECs)
Introduction ..
Objectives
Pre-Assessment (Matching Type) ...
Task 2 Guide Questions .
Learning Goals and Target ...
Reading Resources and Instructional Activities
Task 3 Group Activity ..
Know
Process
Task 4 PECs Checklist ...
Reflect and Understand .
Task 5 Interview ..
Transfer ...
Task 6: Preparation of a Plan of Action ..
Task 7: Essential Questions ..
Module 2: ENVIRONMENT AND MARKET (EM)
Introduction .
Objectives
Pre-Assessment .
Task 2: Guide Questions
Learning Goals and Target ...
Reading Resources and Instructional Activities
Know .
Product Development .
Concepts of Developing a Product ...
Finding Value ...
Innovation .
Unique Selling Proposition (USP) .
Process
Task 3: Interview .
Reflect and Understand
Task 4: Browsing the Internet
Transfer ..
Task 5: Product Conceptualization ..
Know .
iii
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Process ....
Customer Service Representatives
Competencies ...
Recognizing the CSR competencies
Reflect and Understand ....
Rating CSR Competencies Based on their
Performance ..
Transfer
Know .
Performance Metrics ...
Productivity Metrics .
Quality Metrics .
Process
Call Center Metrics Acronyms ...
Identifying Call Center Metrics ..
Reflect and Understand .
Video Presentation ..
Transfer
Call Center Simulation
Know .
Transmit/Receive Calls to or from
Customers ..
Clients / Customers Needs .
Counseling
Directory
Booking .
Technical Support ........
Academic Instruction .......
Travel Advisories ..
Sales ...
Data Gathering .....
Process
Types of Calls in Accordance with the Customers
Needs .
Identifying Client/Customers Needs
Know .
Products and Services
Financial Services .
Technical support/ Help Desk .
viii
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Sales Support
Client-Specific Products ..
Process
Products and Services
Know .
Interactive Communication
Gathering Information in a Courteous,
Professional Manner
Best Practices ..
Process
Enumerate the Best Practices in Interactive
Communication ........
Enumerating the Call Structure .
Reflect and Understand .
Role Playing: Best Practices in Making / Taking
Calls
Interactive Communication
Know .
Active Listening
Process ....
Benefits of Active Listening
Internal and External Barrier ..
Reflect and Understand .
Listening Exercise ..
Selective Listening Exercises
On line Listening Exercises ...
Transfer
Role Playing Assessment .
Probing Skills
Paraphrasing ....
Process ...
Paraphrasing Exercise
Reflect and Understand .
Tips on Effective Paraphrasing
Online Paraphrasing Exercise .
Transfer
Actual Paraphrasing Exercises .
Know .
Ensuring Consistent Quality Service for all Types
ix
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of Customers .
Avoiding Sensitive Topics ..
Process
Identifying Sensitive Issues ...
Reflect and Understand .
Addressing Sensitive Issues ..
Transfer
Interview
Know .
Phone Etiquette ...
Process
Create an Appropriate Opening Spiel ..
Role Playing Activity
Know .
Following the Standard Hold Procedure ..
Transferring a Call ...
Taking Notes During a Call ..
Making a Lasting Impression ....
Process
Standard Hold Procedures .
Reasons for Transferring a Call
Know .
Hold Process
Why Call Hold is Necessary ..
Permission Before Placing a Customer on Hold
Reflect and Understand .
Interactive Communication
Call Simulation .
Know .
Handle Customers Complaints .
Preliminary Activity ..
Protocols for Handling Difficult Or
Irate Customers .
Process of Handling Customer Inquiries .
Acknowledging the Situation and Providing
Appropriate Response .
Process
Review Handling Customer Complaints ..
Research Work
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xii
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Performance Standards
The
learner
demonstrates The learner independently creates a
understanding of ones PECs in plan of action that strengthens
Contact Center Services.
and/or further develops his/her
PECs in Contact Center Services.
Quarter I
Introduction
In this module, you will learn more about entrepreneurship and the
entrepreneurial competencies related to Contact Center Services. You will
have a first-hand experience in educational activities leading to assessment
of your personal entrepreneurial competencies (PECs) and the
entrepreneurial competencies of a successful telemarketing or call center
representative within your province. You will also have several activities that
will align your competencies with those of successful practitioners. Moreover,
this module will encourage you to think about entrepreneurship and its role in
the business community as well as in the economic and social development
of an individual.
To start with this module, let us first understand entrepreneurs and
entrepreneurship.
Entrepreneurs are those with the skills and capabilities to see and
evaluate business opportunities. They are individuals who can strategically
identify products or services needed by the community, and have the capacity
to deliver them at the right time and at the right place.
Entrepreneurs are agents of economic change; they organize,
manage, and assume risks of a business. Some of the good qualities of
entrepreneurs are: opportunity-seeker, risk-taker, goal-setter, excellent
planner, confident problem-solver, hardworking, persistent and committed.
Pre-assessment
As part of your initial activity, try to assess your prior knowledge and
experience related to personal entrepreneurial competencies. Answer Task 1.
Task 1: Matching Type
Directions: Match the entrepreneurial competencies in column A with their
meaning in column B. Write the letter of the correct answer on the space
provided before each number.
A
____1. Creative
____2. Profit-oriented
____3. Disciplined
D. adoptable to change
F. solid dedication
____7. Confident
____8. Hardworking
I. work diligently
____10. Committed
After all the guide questions are answered, share these with your
classmates. You may also compare your insigths, personal knowledge,
and relevant experiences on the topic to make the sharing more exciting
and engaging.
Learning Goals and Targets
After understanding the objectives of this module, having gone through
pre-assessment, and answering the guide questions, you will be asked to set
your own personal goals and targets. These goals and targets will urge you to
further achieve the ultimate objective of this module. In the end, these
ultimate goals will motivate you to learn more about PECs.
Goals and
Targets
Learning
Activities
Ultimate Goal
2. Are there other strategies or approaches where you can assess your
PECs? Explain how these strategies will become more useful in
selecting a viable business venture.
_________________________________________________________
_________________________________________________________
________________________________________________________.
3. What are the desirable personal characteristics, attributes, lifestyles,
skills, and traits of a prospective entrepreneur? Why are these
important?
_________________________________________________________
_________________________________________________________
________________________________________________________.
4. Why is there a need to assess ones PECs in terms of characteristics,
attributes, lifestyles, skills, and traits before starting a particular
business?
_________________________________________________________
_________________________________________________________
________________________________________________________.
5. What is the significance of evaluating PECs of a successful
entrepreneur? What helpful insights can you draw from this activity?
________________________________________________________
________________________________________________________
________________________________________________________.
How was your experience in answering the guide questions with your
classmates? Were you able to benefit from them? What were the insights you
have realized?
This time youre going to study the different topics that will enrich your
knowledge of PECs. Read all the important details about the succeeding
topic carefully.
Know
Assessment of Personal Entrepreneurial Competencies (PECs) and
Skills vis--vis a Practicing Entrepreneur in a Province
Entrepreneurial competencies refer to the important characteristics that
should be possessed by an individual in order to perform entrepreneurial
functions effectively. In this module, you will learn some of the most important
characteristics, attributes, lifestyle, skills and traits of a successful
entrepreneur or an employee to be successful in a chosen career.
Below are few important characteristics / traits / attributes of a good
entrepreneur:
Process
To firm up what you have learned and have a better appreciation of the
different entrepreneurial competencies, read the PECs checklist below, then
answer the same.
Strengths
Hardworking
- Works diligently
Confident
- Self-reliance in ones ability
Disciplined
- Always stick to the plan
Committed
- Solid dedication
Ability to accept changes
- Adaptable
Creative
- Innovative to have edge over other
competitors
Profit-oriented
- Always looking for an opportunity to
have/earn income
Excellent planner
- Strategic thinking and setting of
goals
ICT- CONTACT CENTER SERVICES- Grade 10
8
Development
Areas
Characteristics
Attributes
Lifestyles
Skills
Traits
Successful
Entrepreneur in
the province
My PECs
Using the information on the table above, analyze and reflect on the
similarities and differences in your answers. Put your reflection on the table
you copied in your notebook or in a separate sheet of paper. Write your
conclusion on the space provided.
Personal
Entrepreneurial
Competencies
Similarities
Differences
Characteristics
Attributes
Lifestyles
Skills
Traits
Conclusion:
________________________________________________________
______________________________________________________________
______________________________________________________________
______________________________________________________________
_____________________________________________________________.
Transfer
After performing the activities on the importance of PECs, lets
determine how much you have learned. Perform task 6 to determine how well
you have understood the lesson.
Task 6: Preparation of a Plan of Action
Directions: Use in a separate sheet of paper / in your notebook the
information generated from task 5 (Interview) and prepare an action plan that
indicates alignment of your PECs to the PECs of a successful entrepreneur in
contact center services in your province.
Objective
Area
Activities
Strategies
Time
Frame
To align my Characteristics
PECs with
the PECs of
a successful
entrepreneur
Skills
in contact
center
services
Attribute
Traits
Expected
Outcome
Performance Standards
The
learner
demonstrates
understanding of environment and
market in Contact Center Services
in ones province.
Quarter I
Introduction
Aspiring entrepreneur need to explore the economic, cultural, and
social conditions prevailing in an area. Needs and wants of the people in a
certain area that are not met may be considered business opportunities.
Identifying the needs of the community, its resources, available raw materials,
skills, and appropriate technology can help a new entrepreneur seize
business opportunities.
To be successful in any kind of business venture, potential
entrepreneurs should look closely at the environment and market. They
should always be watchful of existing opportunities and constraints, and to
take calculated risks. The opportunities in the business environment are
factors that provide possibilities for a business to expand and make more
profit. Constraints, on the other hand, are factors that limit business growth,
hence reduce the chance of generating profit. One of the best ways to
evaluate opportunities and constraints is to conduct a Strengths,
Weaknesses, Opportunities and Threats (SWOT) Analysis.
SWOT Analysis is a managerial tool used to assess the environment. It
is used to gather important information which is then used in strategic
planning. Strengths and weaknesses are internal in an organization. They
relate to resources owned by an organization that you have control over and
also the extent of its marketing.
ICT- CONTACT CENTER SERVICES- Grade 10
14
Now that you have an idea about the things you will learn, take the first
challenge in this module the pre-assessment.
Pre-assessment
Task 1: Multiple Choice
DIRECTIONS: Choose the letter of the best answer. Write your answer on a
separate sheet of paper.
1. It is generated by examining the goods and services sold in the
community.
A. business creation
C. business concept
B. business pricing
D. business idea
2. It is a process of making new products which will be sold to the
customers.
A. product analysis
C. product
development
B. product conceptualization
D. product
implementation
3. These are luxuries, advantages and desires that every individual
considers beyond necessary.
A. wants
C. requirements
B. desires
D. needs
4. It is a factor or consideration presented by a seller as the reason that a
product or service is different from and better than that of the
competition.
A. unique selling plan
C. unique pricing
policy
B. unique selling proposition
D. finding value-added
5. A stage in which the needs of the target market are identified,
reviewed, and evaluated.
A. concept development
C. project development
B. economic analysis
D. refine specification
6. It is the introduction of new ideas to make the product and services
more attractive and saleable to the target customers.
A. new idea
C. product development
B. creativity
D. innovation
7. It is a managerial tool used to assess the environment and to gather
important information that can be used for strategic planning.
A. scanning
C. WOTS Analysis
B. SWOT Analysis
D. survey analysis
5. How can one effectively respond to the needs of the target customer?
________________________________________________________
________________________________________________________
________________________________________________________
6. From the viewpoint of business owner, discuss the importance of
scanning the environment and market in generating business ideas.
________________________________________________________
________________________________________________________
________________________________________________________
7. Using self-assessment, explain the level of your confidence in
formulating a business idea.
________________________________________________________
________________________________________________________
________________________________________________________
After all the guide questions are answered and skills have been
mastered, share insights/ideas with your classmates. Discuss your insights,
personal knowledge, and relevant experiences on the topic to make it more
exciting and engaging.
Goals and
Targets
Learning
Activities
Ultimate Goal
Know
Product Development
When we talk of product development, we are referring to a process of
making a new product to be sold by a business or enterprise to its customers.
Product development may involve modification of an existing product or
its presentation, or formulation of an entirely new product that satisfies a
newly-defined customers needs, wants and/or a market place.
The term development in this module refers collectively to the entire
process of identifying a market opportunity, creating a product to appeal to
the identified market, and testing, modifying, and refining the product until it
becomes ready for production.
There are basic, yet vital questions that you can ask yourself about
product development. When you find acceptable answers to them, you may
now say that you are ready to develop a product and/or render services.
These questions include the following:
1.
2.
3.
In addition, needs and wants of the people within an area should also
be taken into big consideration. Everyone has his/her own needs and wants.
However, each person has different concepts of needs and wants. Needs in
business are the important things that an individual cannot live without in a
society. These include:
1.
2.
3.
4.
Basic needs are essential to an individual to live with dignity and pride
in a community. These needs can obviously help you generate business
ideas and subsequently to product development.
Wants are desires, luxury and extravagance that signify wealth and
expensive way of living. Wants or desires are considered above all the basic
necessities of life. Some examples of wants or desires are: fashion
accessories, expensive shoes and clothes, travels, eating in an expensive
restaurant, watching movies, concerts, having luxurious cars, wearing
expensive jewelry and perfume, living in impressive homes, among others.
Needs and wants of people are the basic indicators of the kind of
business that you may engage in because it can serve as the measure of
your success. Some other points that might be considered in business
undertakings are the kind of people, their needs, wants, lifestyle, culture and
tradition, and their social orientation.
To summarize, product development entirely depends on the needs
and wants of the customers. Another important issue to deal with is the key
concepts of developing a product. The succeeding topic shall enlighten you
about the procedure in coming up with a product.
Concepts of Developing a Product
Concept development is a critical phase in the development of a
product. In this stage, the needs of the target market are identified, and
competitive products are reviewed before the product specifications are
defined. The product concept is selected along with an economic analysis to
come up with an outline of how a product is being developed. Figure 3 shows
the stages of concept development of a product.
Identify
Customer
Needs
Establish
Target
Specifications
Generate
Product
Concepts
Analyze
Competitive
Products
Select a
Product
Concept
Refine
Specifications
Perform
Economic
Analysis
Plan
Remaining
Development
Project
Concept
Development
Innovation
Innovation is the introduction of something new in your product or
service. This may be a new idea, a new method, or a new device. If you want
to increase your sales and profit, you must innovate. Some of the possible
innovations for your products are change of packaging, improvement of taste,
color, size, shape, and perhaps price. Some of the possible innovations in
providing services are application of new and improved methods, additional
featured services, and possibly freebies.
Unique Selling Proposition (USP)
Unique Selling Proposition is the factor or consideration presented by a
seller as the reason that one product or service is different from and better
than that of the competition. Before you can begin to sell your product or
service to your target customers, you have to sell yourself in it. This is
especially important when your product or service is similar to your
competitors.
USP requires careful analysis of other businesses' ads and marketing
messages. If you analyze what they say or what they sell, not just their
product or service characteristics, you can learn a great deal about how
companies distinguish themselves from competitors.
Here's how to discover your USP and how to use it to increase your sales and
profit:
Process
To enhance your understanding of the topic previously presented, you
will be tasked to form a group and arrange an interview with a successful
entrepreneur or practitioner. You have to document this interview and present
this to the whole class for reflection and appreciation.
Task 3: Interview
Directions: Select a successful entrepreneur or practitioner. Conduct an
interview using the set of questions below. Document the interview and
present it to the class. Use a separate sheet of paper.
1. How did you identify your customers?
________________________________________________________
________________________________________________________
________________________________________________________
2. What were your considerations in selecting your customers?
________________________________________________________
________________________________________________________
________________________________________________________
3. Explain how your product or service became unique to other products.
________________________________________________________
________________________________________________________
________________________________________________________
4. Did you consult somebody before you engaged in this business?
Cite / give sample insights that you gained from the consultation.
________________________________________________________
________________________________________________________
________________________________________________________
ICT- CONTACT CENTER SERVICES- Grade 10
24
5. What were your preparations before you started the actual business?
________________________________________________________
________________________________________________________
________________________________________________________
6. What creative and innovative techniques did you adapt in the
development of your product or service? What was the effect of the
innovative techniques to the sales and profits of your business?
________________________________________________________
________________________________________________________
________________________________________________________
7. What strategy did you consider to create a unique selling proposition to
your product or service?
________________________________________________________
________________________________________________________
________________________________________________________
Transfer
Task 5: Product Conceptualization
Directions: In a separate sheet of paper or in your notebook. Develop your
own concept of your product or service by using the figures on this page. Use
bullets in every stage of product conceptualization in listing important key
ideas.
1. Identify
Customers Need
7. Prepare a
Development Plan
2. Target
Specifications
- Refine Product
6.
Specification
-
- Analyze a
3.
Competitive
Product
--
5. Select A product
Concept
4. Generate Product
Concept
Know
Generating Ideas for Business
The process of developing and generating a business idea is not a
simple process. Some people come up with a bunch of business ideas that
are not really feasible. There are two problems that arise; first is the
excessive generation of ideas that can forever remain as a dreaming stage
and the second is when they dont have ideas and dont want to become
entrepreneurs.
The most optimal way is to have a systematic approach in generating
and selecting a business idea that can be transformed into a real business.
Here are some basic yet very important considerations that can be used to
generate possible ideas for business:
1. Examine existing goods and services. Are you satisfied with the
product? What do other people who use the product say about it? How
can it be improved? There are many ways of improving a product from the
way it is made to the way it is packed and sold. You can also improve the
materials used in crafting the product. In addition, you can introduce new
ways of using the product, making it more useful and adaptable to the
customers many needs. When you are improving the product or
enhancing it, you are doing an innovation. You can also do an invention
by introducing an entirely new product to replace the old one.
Business ideas may also be generated by examining what goods and
services are sold outside the community. Very often, these products are
sold in a form that can still be enhanced or improved.
2. Examine the present and future needs. Look and listen to what the
customers, institutions, and communities are missing in terms of goods
and services. Sometimes, these needs are already obvious and identified
right away. Other needs are not that obvious because they can only be
identified later on, in the event of certain development in the community.
For example, a province will have its electrification facility in the next six
months. Only by that time will the entrepreneur could think of electricallyICT- CONTACT CENTER SERVICES- Grade 10
27
Branding
Branding is a marketing practice of creating a name, a symbol or
design that identifies and differentiates product or services from the rest. It is
also a promise to your customers. It tells them what they can expect from
your product or service and it differentiates your offerings from other
competitors. Your brand is derived from who you are, who you want to be and
what people perceive you to be.
Branding is one of the most important aspects in any business. An
effective brand strategy gives you a major edge in increasingly competitive
markets.
A good product can:
- deliver message clearly,
- confirm credibility,
- connect to target prospect,
- motivate buyers, and
- concretize user loyalty.
Here are simple tips to publicize your brand:
Process
In generating a business idea, you should first identify the type of
business suited to your business idea. You should analyze and scan the
potential environment, study the marketing practices and strategies of your
competitors, analyze strengths, weaknesses, opportunities, and threats in
your environment to ensure that the products or services you are planning to
offer will be patronized and within easy reach of target consumers.
How to conduct SWOT Analysis:
Strength (S)
-
Weaknesses (W)
-
Opportunities (O)
-
Threats (T)
-
Strategies:
ST
OT
Analysis:
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
Activities:
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
Transfer
Task 8: Designing a Logo
Directions: In a separate sheet of paper or in your notebook draw a logo that
you will use in your business. Provide a simple statement to describe your
logo.
Logo
Tagline
Vicinity Map
Content Standard
Performance Standard
The
learner
demonstrates
understanding of concepts and
underlying
principles
in
communicating effectively in English.
The
learner
independently
demonstrates the proper skills of
communicating effectively in the
English language in accordance with
company policies.
Quarter I, II
MODULE 3
COMMUNICATING EFFECTIVELY IN ENGLISH
Introduction
Technology and Livelihood Education (TLE) is a K to12 Basic Education
Curriculum subject area that offers students like you opportunities to be active
members of the entrepreneurial society. One area of this discipline is the
Information and Communications Technology (ICT). This module will focus on
ICT specialization CONTACT CENTER SERVICES.
Contact Center Services industry is the fastest growing industry in the
Philippines. The CCS industry is part of the outsourcing industry where big
companies subcontract a part of their department off-shore. The industry has
provided many Filipinos with stable jobs. More so, the industry has helped in
augmenting the economy of the country. It has been forecasted that the
Outsourcing Industry will continue to grow rapidly in the coming years.
According to the British Broadcasting Company, the Philippines
outranked India in providing professionals in CCS in 2012. Currently, the
country is still counting on this industry to drive the formation of new jobs.
OBJECTIVES
At the end of this module, you are expected to:
analyze communication process,
communicate and listen effectively, and
use paralanguage communication cues.
PRE-ASSESSMENT
Let us first assess your entry level knowledge and skills regarding
this lesson. It is important to identify your strengths and weaknesses in
communicating so that you know where and what to improve. Answer
the following tests honestly.
I.
SURVEY 1
Oral communication skills
This survey provides opportunities for you to check areas of your
oral communication skills. It is a guide to help you diagnose your
strengths and difficulties. On each of the item, rate yourself on
the scale of 1-10, with 10 being the highest. Do this on a separate
sheet of paper.
Rating
Consonants
I do not
pronouncing
clusters.
have problems
any consonants
in
or
Vowels
Syllables
and/or I can clearly pronounce syllables and
grammatical
grammatical endings such as d and
endings
ed.
My word stress falls on the right
Word stress
syllables all the time.
Rhythm
sentences
My score
II.
SURVEY 2
Written communication skills
For each item below, please rate your abilities in a scale of 1 to 5
(5 being the highest). Circle your choice. Do this on a separate
sheet of paper.
1=never or almost never true for me
2=usually not true for me
3=somewhat true for me
4=usually true for me
5=always or almost always true for me
I can write a good paragraph.
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
I can edit my writing to improve the
wording, grammar, punctuation, and
spelling.
1 2 3 4 5
I can arrange my ideas logically.
My score
Description
Exceptional
Score
76 90
61 75
46 60
31 45
Above-average
Average
Weak
Poor
30 and
below
WRITTEN COMMUNICATION
Level
Description
Exceptional
Score
36 40
Above-average
31 - 35
Average
21 - 30
Weak
11 - 20
Poor
10 and
below
Now that you have assessed your level in communication skills, you
may now start studying the lessons. Keep in mind the specific areas
that you need to improve on.
Goal 1
Goal 2
Goal 3
Goal 4
Goal 5
Advantage
Oral communication
Brings quick
feedback
Written communication
Messages can be
edited
before
sending
Can be saved for
later study
Electronic
communication
Disregards
aspect
distance
the
of
Disadvantage
Speaker
is
usually unable to
process message
before speaking
Does not bring
instant feedback
Takes time to
prepare
and
requires writing
ability
Relies on good
internet
connection
alert
pleasant
polite
friendly
fair
thoughtful
cooperative
humble
tolerant and considerate
loyal
sensitive
honest
show self-control
flexible and adaptable
punctual
enthusiastic
responsible
Process
Task 1. Modified True or False
Directions: Read the following statements about communication. Tell whether
the statement is true or false. Write TRUE if the statement is correct. Otherwise,
rewrite the statement to correct it. Do this on your notebook.
1.
2.
3.
4.
SITUATION
TYPE OF
COMMUNICATION
REASON FOR
CHOOSING
1. You exceeded
the allowed
number of
minutes for late
in a month. You
received a
written warning
asking you to
provide an
explanation for
your tardiness.
2. Mrs. Smith
requested to be
regularly
updated with the
sale events and
promotions of
the Yellow Star,
which is an
online store.
3. You were in the
middle of a call
when all of a
sudden the line
got
disconnected.
FEEDBACK LOOP
Example:
an order
your new schedule
a co-workers request
2. Sender
The sender initiates the communication. He/she decides what
message to send and in what medium the message will be sent. It is
the job of the sender to encode the message. In doing so, the sender
should always keep in mind an understanding of who the receiver is
to make the information more relevant and appropriate.
Example:
the client or customer placing an order
your supervisor giving a memo
your co-worker sending an email
3. Transmission medium
Transmission medium is the immediate form in which the message
is being communicated. Message may be communicated in the form
of a letter, a voice call, or an e-mail.
Example:
a phone call
a memo
an e-mail
4. Recipient
Recipient or the receiver is the party to whom the message is
intended to. He/she is the one who interprets the message. The
recipient/receiver may not necessarily be an individual person. A
recipient may also be a group of people such as an audience.
Example:
5. Noise
Anything that interferes with the communication process between the
sender and the recipient is called noise. Noise, sometimes called
interference, may change the meaning of the message sent. Most of
the time, message is not received exactly the way the sender intends
it to be. The presence of noise in all aspects of communication
makes it impossible. Noise can either be internal or external. External
noise refers to the physical environment which includes physiological
condition while internal noise includes psychological noise. An
example of psychological noise is a divided attention of a recipient.
Example:
6. Context
Context is the personal background of the communicators or the
background of a communicative situation that may affect the
transmission of message.
Example:
gender preference
race
religious beliefs
educational attainment
during a war
during a crisis
Process
TASK 1: POOL UP
Directions: Identify the element of communication described in each
number. Choose your answer from the pool of words inside the box. Do this
in a separate sheet of paper
1. It is the communication background that may affect the transmission of
message.
2. It is the person to whom the message is intended to.
3. It is the immediate form in which the message is transmitted.
4. It is how the receiver understood the information he received.
5. It is the person who initiates the communication.
6. It can be anything that interferes with the communication process.
sender
message
barrier
recipient
context
feedback
medium
noise
Elements of Communication
Sender
Recipient
Message
Transmission
medium
Know
PRELIMINARY ACTIVITY
There are times when communicating with others becomes a difficult
task. There will always be hindrances to communication. Before we start the
next lesson, think of the things that usually hinder a good communication
process. List down the things that impede understanding of the. Do this on your
notebook.
amp
ASA
bagging
bounceback
Accounts
Payable
Accounts
Receivable
Book Value
Hyperinflation
Liquidated
Process
Task 1: Matching Type
Directions: Match the barriers to communication listed in Column A with
their definitions in Column B.
A
1.
2.
3.
4.
5.
6.
B.
noise
time
quality of message
jargons
enthnocentrism
pre-judgment
Transfer
Know
You may record your voice as you read the excerpt for the second time.
Take note of how you pronounce each letters in every word.
2.1.1 Phonemes
How many speech sounds do you think are there in the word man?
Most probably, you will say three and will state them to be [m], [a], which is
denoted as [], and [n].
Phonemes are the smallest unit of speech. It is similar to a single letter,
vowel or consonant, in the English language. However, the number of letters in
a word does not correspond to the number of phonemes. For example, the
word call has four letters but contains three phonemes only, which we will
denote as [k], [o], and [l].
Phonemes are classified as vowel or consonant in the English language.
One difficulty non-native English speakers encounter is pronouncing the voiced
and unvoiced consonants.
When you say the word pop, you are producing the phoneme [p]. It is an
example of a consonant phoneme produced using a strong voiceless
articulation. This type of phoneme produces a popping sound, but is unvoiced
or voiceless. Voiceless means producing a sound without the vibration of the
vocal chords.
Some
Unvoiced
p
Pennsylvania,
citizenship
b
Baltimore
Alabama
subsribe
Placement of Vocal
Apparatus
t
telephone
today
d
Do
advantage
accepted
k
country
conversation
bookmark
g
good
again
investigate
(ch)
Long Beach
Approachable
obituary
journal
giant
manager
knowledge
f
Fiji Islands,
sophisticated
sheriff
v
visit
cove
expensive
(th)
Thanksgiving Day
South Dakota
th
therefore, weather,
together
s
motorcycle
scale
speech
z
zone
scissors
supervisor
(sh)
Chicago
conscience
(zh)
Closure
Camouflage
mirage
Example
health, Hawaii
machine,
Minesotta
November, New
Hampshire
(ng)
English, clarifying
eleven,Florida
ranch, chair
Washington, West
Virginia
New York,
Yellowstone Park
Example
Long
Vowels
Example
kit
palm
dress
square
trap
fleece
lot
thought
foot
goose
strut
nurse
bonus
Example
ei
face
ai
price
oi
choice
oa
coat
au
mouth
ie
near
iu
cure
B. Word order
Read the statement below.
Complained delivery the customer late the.
ICT CONTACT CENTER SERVICES Grade 10
67
C. Word combination
Some words can occur together while some words, if put
together, may make a sentence sound ungrammatical. For
example, the escalated is not the right combination of words
because articles, a, an and the, cannot occur before a verb.
Articles are placed before nouns and gerunds. Gerund is
a noun made of a verb in the ing form. A good example would
be: The meeting has been moved. The word meeting in the
sentence is an example of a gerund.
It is also necessary to keep in mind the distinction between
adjectives and adverbs.
1. Adjectives modify nouns or pronouns. Descriptive
adjectives should come before a noun or pronoun
Example. Beautiful lady
irate caller
Adj.
n.
Adj.
n.
Process
TASK 1. VOWEL PHONEMES
Directions: Recall that in the English language vowels may be long, short,
or diphthong. Read the following words aloud. Identify the vowel phoneme
used in the given words. Write your answers in your notebook.
Word
stand
roof
relate
concentrate
name
skip
internet
ICT CONTACT CENTER SERVICES Grade 10
69
ship
chit
cheat
2. bill
veal
pill
peel
feel
fill
3. bag
bug
tug
tag
cot
cat
4. long
loan
5. tooth `
thought
foot
fought
Scoring Guide:
10 pts. 0 mistake in articulation of critical vowel sounds
6 pts. - 1-2 mistakes in articulation of critical vowel sounds
3 pts. 3-4 mistakes in articulation of critical vowel sounds
0 pts. more than 4 mistakes in articulation of critical vowel
sounds
TASK 3: CRITICAL CONSONANT SOUNDS
Directions: Read the following words aloud. Make sure you produce the
critical consonant sounds correctly.
1.
2.
3.
4.
5.
though
three
ranch
voice
whale
dough
tree
rank
boys
hail
though
three
ranch
voice
whale
dough
tree
rank
boys
hail
Scoring Guide:
10 pts. no mistake in articulation of critical consonant sounds
6 pts. - 1-2 mistakes in articulation of critical consonant sounds
3 pts. 3-4 mistakes in articulation of critical consonant sounds
0 pts. more than 4 mistakes in articulation of critical consonant sounds
We listen almost everyday of our lives. Yet there are times when we do
nott listen as effectively as possible. This could be due to the barriers to
communication we have discussed on the previous lessons. Contact Center
Services provider must overcome these barriers and become an effective
listener. The aim of a Contact Center Services provider is to practise active
listening at all times. Active listening is not just listening to the words one
hears, but also entails trying to understand the whole message sent. The
following are tips on how you can improve your listening skills and become
an active listener.
1. Pay attention.
When engaged in a telephone conversation with a customer, you
must give him/her your undivided attention. Clicking your pen or
communicating with your co-worker will not help you understand the
concerns of your customer.
2. Assure the other party that you are listening.
Since you cannot give your occasional nod or smile to your customer
on the other end of the telephone conversation, your small verbal
comments such as yes or uh huh will assure them that you are
listening.
3. Provide feedback.
Restating what you heard and asking questions for clarification are
forms of feedback. You can say What Im hearing is or Let me just
repeat that to restate, while statements such as Is this what you
mean? will help you clarify what you have heard.
4. Defer judgment.
Interrupting will only lead to frustration. Let the customer finish his
statement before you comment or clarify. Interrupting sends different
messages such as,
Im more important than you are.
My ideas are better than yours.
I dont really care what you think.
Stop talking and listen to me.
Hence, interrupting is not encouraged in any type of communication.
5. Respond appropriately.
Always remember to be polite and understanding when listening.
Criticizing the other partys ideas will not help. Acknowledge his/her
concerns and assert you opinions politely. More so, be honest in your
responses.
Process
Task 1: Acrostics
Directions: Acrostics is a series of lines or verse in which the first letter when
taken in order, spell out a word or phrase. Using the letters of the word LISTEN,
create an acrostic about tips of some tips on how to be an active listener. Do
this on a clean bond paper. You may also decorate your output.
L
I
S
T
E
Transfer
TASK 1: THIS IS THEIR STORY
This task will provide you an opportunity to get an insight on the life of a Contact
Center Services provider.
PART 1: THE INTERVIEW
Step 1: Look for a person who works in the Contact Center Services industry.
Step 2: Arrange an interview with him or her. The following questions will serve
as your guide for the interview.
Step 3: Conduct the interview in a place where there will be less noise and
distraction.
Step 4: Record your interview. Below is a list of questions.
Note: You may add questions to the list. You may also modify the questions,
but you cannot remove questions included in the list.
1.
2.
3.
4.
5.
6.
7.
8.
Reason
How to resolve
Logical
and
Sequential
Delivery
Exceptional
10 PTS.
Admirable
8 PTS.
Acceptable
6 PTS.
Attempted
2 PTS.
Questions asked
are in logical
order.
Questions are
designed to build
on previous
questions.
Most questions
asked are in logical
order.
Some questions are
designed to build on
previous questions.
Delivery neither
enhances nor
hinders
performance.
Appropriate gestures
are communicated
and some distracting
mannerisms are
visible.
Delivery is distracting
or awkward and not
commanding for an
interview. Long
silences or too much
talking on the part of
the interviewer.
Language
Diction
Taping of
Interview
Presentation is
free of errors in
grammar and
pronunciation;
word choice aids
clarity and
vividness.
Interviewer used
professional
language.
Presentation is free
of serious errors in
grammar,
pronunciation,
and/or word usage.
Interviewer sounds
mostly professional.
Isolated errors in
grammar,
pronunciation,
and/or word choice
reduce clarity and
credibility.
Grammar,
pronunciation,
and/or word choice
are severely
deficient. Interviewer
does not use
professional
language.
Student uses a
clear voice and
correct, precise
pronunciation of
terms so that all
audience
members can
hear
presentation.
Student's voice is
clear. Student
pronounces most
words correctly.
Most audience
members can hear
presentation.
Student's voice is
low. Student
incorrectly
pronounces terms.
Audience
members have
difficulty hearing
presentation.
Student mumbles,
incorrectly
pronounces
terms, and speaks
too quietly for
students in the
back of class to
hear.
Tape is audible.
Provides help for
review.
Tape is mostly
audible but has
sections that are
inaudible.
Tape is helpful for
review.
Tape is mostly
inaudible.
Provides little help
for review.
Tape is inaudible.
Provides no help for
review.
Know
2.3 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.
customer (singular)
customers (plural)
Verb
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
Plural
plural
verb
ii.
singular 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
singular verb
This time, the verb keep (plural form) is used because the subject
being considered is the customers which is plural.
iii.
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
Verb
plural
subject
singular
subject
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
singular verb
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)
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)
2.3.3 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)
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.
Table 8. At/In/On used to denote Time
Preposition
When to use
referring to a time in a
at
day
used for dates and
on
days
referring to longer
in
periods of time
when an action is
by
completed at a certain
time or date
Example
at lunchtime
at 11:00 am
on Sunday
on June 20, 2014
in 2013
in the past
by 2:30
by May
The next table shows how to use in, on, at, and by to denote position.
Table 9. In, On, and At to denote Position
Preposition
When to Use
to show a site or target
At
In
On
By
Example
at home
at training room
for enclosed spaced or in a room
geographic location
in New York
when an object is on a on the desk
surface
on the roof
to show nearness on a by the stairway
landmark
by the Shopping Mall
Preposition
for
Examples
a demand for
a need for
a reason for
of
a cause of
a picture of
in
a decrease in
a rise in
to
an invitation to
a solution to
with/between
a relationship with
(one person)
a
relationship
between
(two persons)
Part of
Speech
Adjective
Preposition
of
Examples
afraid of
capable of
at
good at
to
similar to
in
interested in
on
keen on
for
famous for
about
sorry about
Preposition
to
Examples
talk to
speak to
at
look at
about
care about
for
ask for
apply for
of
approve of
consist of
for
pay for
apologize for
from
protect from
on
rely on
2.3.4 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:
ICT CONTACT CENTER SERVICES Grade 10
87
(result)
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:
If + simple present + will + base form of the verb
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:
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:
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.
Process
Task 1: Subject-Verb Agreement
Directions: Choose the verb that will make the sentences in the
paragraph grammatically correct. Write your answer on your notebook.
A.
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, fortythree percent of the OTC segment (reports, report) using Facebook as
a customer interaction channel.
(Adapted from Consumer Health Call Centers Exploring New Social Media Channels
http://www.marketwatch.com/story/consumer-health-call-centers-exploring-new-social-mediachannels-2014-07-03)
B.
A call center agent (talks, talk) to a client in the U.S., as she
(works, work) the overnight shift in Manila's Makati financial district
February 6, 2012. The number of Filipinos who work on graveyard shifts
to answer calls on behalf of big multinational companies like Citigroup
and JPMorgan Chase (is, are) now greater than India's 350,000, earning
the Philippines the title - Call Center Capital of the World. By 2016, the
Philippines (wants, want) to double the size of the local BPO market to
$25 billion, employing 1.3 million workers from 640,000 at the end of
2011. But to be able to do that, the Southeast Asian nation must
convince investors that it (has, have) more to offer than a huge pool of
English-speaking talent.
(Adapted from Philippines, call center capital of the world by Erik de Castro
http://www.gmanetwork.com/news/photo/16747/philippines-call-center-capital-of-theworld)
Task 2: Preposition
Direction: Complete each sentence by choosing the best preposition
from the pool below. Write your answer on your notebook.
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
in
with
on
from
for
at
by
Task 3: Modifiers
Direction: Identify the modifier describing the underlined word in each
sentence. Do this on your notebook.
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.
Task 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
neighbors 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.
Know
SOME EXCEPTIONS:
Examples:
either
friend
neither
niece
protein
thief
sovereign
achieve
believe
2. For one-syllable words that follow the consonant-vowelconsonant pattern (C-V-C), adding ing requires to double the
last letter.
Examples:
sit
sitting
digging
nap napping
dig
The same rule applies for two-syllable word and the second
syllable follows the C-V-C pattern.
Examples:
deter deterrent
transfer transferred
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.
Examples:
dose
defense
globe
dosage
defensive
global
day
happy
early
daily
happiness
earlier
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:
usual (adjective)
vocal (adjective)
local (adjective)
Parcel (noun)
Channel (noun)
Compel (verb)
Propel (verb)
6. There are two spellings for the /ch/ sound. -tch which is used
after a short vowel and ch anywhere else.
-tch after a short vowels such as a, e, i, o, u
Examples:
a
batch
catch
fetch
stretch
witch
kitchen
notch
scotch
clutch
Dutch
2.4.2 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.
ICT CONTACT CENTER SERVICES Grade 10
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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 faade, 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.
2.4.4 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, Maam.
Your order, Maam?
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.
2. Comma
Use a comma if you want to pause before proceeding.
Example:
As soon as I received the call, I searched for the
customers name.
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, dont 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 ninetynine
Example:
forty-one
seventy-seven
b. For compound adjectives that occur before the
word they modify
Example:
well-loved teacher
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:
ICT CONTACT CENTER SERVICES Grade 10
103
first(ly), second(ly),
third(ly), next, then,
after this, last(ly),
finally, accordingly,
meanwhile,
henceforth
The customer
received a verbal
warning for late
payment. Next, she
received a letter.
To introduce an
additional idea
also, furthermore,
additionally, in
addition, moreover,
similarly, likewise,
as well as, besides,
another, too
It was already
communicated
verbally to clients, as
well as employees.
To introduce an
opposite idea or
contras
in contrast,
conversely,
alternatively, yet,
although, even
though,
nevertheless,
notwithstanding,
however, on the
other hand
whereas, while,
instead, otherwise
To add a similar
idea
comparatively,
coupled with,
correspondingly,
identically, likewise,
similar to, together
with, equally
To introduce an
example or
illustration
In using discount
coupons, for
example, you must be
ready with the code.
To indicate a
consequence or
result
consequently,
accordingly, as a
result, hence,
subsequently,
therefore, thus,
thereupon, as a
consequence, for
this reason,
wherefore
To introduce a
restatement or
explanation
To emphasize or
clarify a point
More importantly,
you must be
courteous and patient
with your callers.
To draw to a close
or summarise
to conclude, as a
final point, , in brief,
in conclusion,
indeed, in short, in
summary, finally,
lastly
2. Word Order
The linear word order for the English language is subject-verbobject, S-V-O. This word order is most commonly used for
declarative sentences.
Example:
The customer complained the late delivery.
S
3. Word combination
Some words can occur together while some words, if put
together, may make a sentence sound ungrammatical. For
example, the escalated is not the right combination of words
because articles, a, an and the, cannot occur before a verb.
2.4.7 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 page 47
of this module.
Process
Task 1: Spell Me
Direction: Listen carefully as your teacher reads a word. In a sheet of
paper, spell the word mentioned by your teacher.
Task 2: 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;
Transfer
TASK 1: 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, 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.
Excellent
4 pts
Format
Excellent
Format is
correct, including
your address,
date, inside
address,
salutation, body,
closing, and
signature.
Body
(Content)
Excellent
Body includes at
least three
complete
paragraphs. A
clear purpose is
clearly stated
and conveyed to
the reader.
Very Good
3 pts
Very Good
One of the
following parts is
incorrectly
formatted: your
address, date,
inside address,
salutation, body,
closing, and
signature.
Very Good
Missing one
component from
the following: at
least three
complete
paragraphs,
clearly stated
purpose
Satisfactory
2 pts
Satisfactory
Two of the following
parts are incorrectly
formatted: your
address, date, inside
address, salutation,
body, closing, and
signature.
Satisfactory
Missing two
components from the
following: at least
three complete
paragraphs,
clearly stated purpose
Needs
Improvement
1 pts
Needs
Improvement
Three of the
following parts are
incorrectly
formatted: your
address, date,
inside address,
salutation, body,
closing, and
signature.
Needs
Improvement
Missing three or
more components
from the following:
at least three
complete
paragraphs,
clearly stated
purpose
Grammar
and
Spelling
Language/A
udience
Language is
formal and
appropriate.
Conciseness
Excellent
Grammar and
spelling are
correct.
Very Good
Grammar and/or
spelling errors are
minimal (<2
errors).
Excellent
Satisfactory
Several errors in
grammar and/or
spelling (>2 errors).
Very Good
Satisfactory
Excellent
Very Good
Satisfactory
The letter
contains no more
than two cases of
redundant and/or
superflous
wording.
The language is
appropriate for
the audience.
Needs
Improvement
Many errors in
grammar and/or
spelling (>4
errors).
Needs
Improvement
More than three
words are not
appropriate for the
audience.
Needs
Improvement
B. My Insights
1. After listening to the talk of your guest speaker, write a twoparagraph essay on your insights and realizations.
2. Be mindful of your paragraphs. Make sure that your sentences
demonstrate unity and coherence.
Rubrics for Evaluation:
Score
Traits
___4 (EXCELLENT)
___3 (ACCEPTABLE)
___2 (BELOW AVERAGE)
___1 (UNACCEPTABLE)
concluding
in
body
WORD CHOICE
___3 (ACCEPTABLE)
___1 (UNACCEPTABLE)
No vague, overused, repetitive
language is used (a lot, great, very,
really, there is, there are, super, like . .
.).
Vocabulary choice is thoughtful and
shows evidence of the revision stage of
the writing process.
___4 (EXCELLENT)
___3 (ACCEPTABLE)
___2 (BELOW AVERAGE)
___1 (UNACCEPTABLE)
Know
Lesson 3. Use Paralanguage Cues
Paralanguage is the nonverbal aspect of speech. This includes body
language and voice nuances. Body language that may affect the
communication process are posture, eye contact, and hand gestures.
Meanwhile, voice or vocal qualities, also referred to as suprasegmentals,
include rate, volume, pitch and tone.
3.1 Voice
In the Contact Center Services industry, the message is not extracted
from what you say or your choice of words but on the manner of how you say
it. This is a proof that communication is more than words. This is also an
evidence that Contact Center Services provider must give importance to voice,
its quality and appropriateness to the message being conveyed.
In this part of the module you will learn more about the proper way of
utilizing your voice to achieve success in verbal communication.
3.1.1 Rate
Rate refers to the speed (fastness or slowness) of your speaking voice.
It is important to note that when conversing over the phone, which you, as a
Contact Center Services provider will do most of the time, you have to be aware
of the rate of your voice. To determine whether you have to talk fast or slow,
you may ask the client you are talking with by saying Am I speaking too fast?
It is important to establish a speaking rate which will be comprehensible
to the receiver of the message. On the average, a person can speak 150 words
per minute. If you increase your speaking rate to 500 words per minute, it will
be difficult for others to understand your message.
We slow down when we talk about serious subjects while our speaking
rate accelerates when we deal with lighter topics. Therefore, it is more
appropriate to talk slowly when dealing with someone who is calling to complain
and to talk faster and livelier to someone who is placing an order or making
commendation.
3.1.2 Volume
The loudness of the speaking voice is called volume. It affects the
perception of the intended meaning of the message. A person who uses a loud
speaking voice may be interpreted as aggressive or overbearing while a person
with a very soft voice may be viewed as timid and shy. In the same manner,
the volume of your speaking voice during a phone call may be interpreted by
the customer in two ways. If your speaking voice is too loud, you may sound
imposing. However, if you speak too soft, the customer might think that you are
not confident or unsure of what you are telling him/her.
3.1.3 Pitch
Similar to the pitch on a musical scale, the pitch of a speaking voice
refers to the highness or lowness of the voice. The pitch of your voice can be
an expression of your emotional state. A low speaking voice is often associated
with sadness while a high pitch may denote excitement.
If you want to encourage interaction, use a lively and animated pitch. A
monotone pitch discourages interaction. Using a monotone pitch may reflect
lack of interest.
3.1.4 Tone
In a research conducted by Albert Mehrabian, he found that a
communication it is comprised of 7% spoken words, 38% tone of the voice, and
55% of body language and facial expression used. As we speak, the listener
gets an impression of how we feel from the tone of our voice. Based on the
given proportion, it can be concluded that the tone of our voice will greatly affect
the communication process.
Tone refers to the variation in the pitch of the voice. During a call, a
customer can sense within ten seconds whether they are talking to a sweet and
accommodating contact center representative or to a bored and uninterested.
Take note that the first one is our goal. Below are some tips on how you can
improve the tone of your voice during a call.
1. Smile when you talk on the phone.
The reason behind this is not psychological but physiological. In singing,
the wider you open your mouth and the more teeth you show means the better
tone you get. The same applies in telephone calls.
Process
a.
rate
b.
tone
c.
pitch
d.
volume
e.
paralanguage cues
http://www.womensally.com/articles/Tone-Voice
1. How can the tone of your voice affect the message that you are
sending?
2. What differences did you observe between statements delivered in
a firm and harsh tone and to those delivered in a more friendly tone?
1.7 Accent
Know
3.2 Accent
3.2.1 Stress
In English, we do not say every syllable with the same force. One
syllable is articulated loudly while the others are articulated softly. The
forceful articulation of one syllable is called stress. To stress means to make
emphatic or more prominent. There are three levels of stress in the English
language - the primary stress or the main stress, the secondary stress, and
the unstressed.
Learning about word stress will be easier if you understand the concept
of syllables. Every word contains syllables. Syllable is the smallest unit of
pronunciation that can contain stress. A word may have one, two, three, or
more syllable.
Number of
Syllable/s
ask
Ask
call
call
dial
di-al
order
or-der
complain
com-plain
customer
cus-to-mer
encoded
en-co-ded
supervisor
su-per-vi-sor
accommodation ac-com-mo-da-tion
Two
adjective
patient
syllable happy
PAtient
HAPpy
well-KNOWN
well-DRESSed
easy-GOing
good-LOOKing
9. For compound verbs, the stress is on the second part.
Examples:
fall aPART
turn aWAY
come BACK
come IN
3.2.2 Intonation
Intonation refers to the way your voice goes up and down when you
speak. It is important to vary your intonation to keep the customers interest.
There are two kinds of intonation: rising intonation and falling intonation.
1. Rising intonation
In this intonation, the speakers pitch rises and remains high until the
end of the statement. The high pitch at the end of the statement may mean that
the speaker needs a reply. This is why this intonation is mostly used for
interrogative sentences especially for yes-no questions. It is also used if the
speaker is uncertain or unsure.
Example:
Is the shipping address the same as the billing address?
2. Falling Intonation
The speakers pitch in this intonation fall at the end of the thought
or statement. This intonation is used when you want to tell a fact. This intonation
conveys certainty.
Example:
The shipping address is the same as my billing address.
Pronunciation
My name is Ann.
my nay mi zn
909-5068
3.2.4 Phrasing
Phrasing is dividing an utterance into breath units or thought groups.
Thought groups refers to phrases in accent reduction classes. Sentences are
usually divided into shorter pieces when speaking or reading. In phrasing, the
speaker pauses in between thought groups or breath units.
Phrasing is done to:
a. catch breath,
b. to clarify meaning, and
c. to emphasize an idea.
It is necessary to identify which group of words expresses a single idea
because it will not sound natural to pause in the middle of a thought group.
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Example:
Is it okay if I put you on hold/ for a minute or two/ while I pull up
your account?//
We do have an available room/ in the 21st of November.//
Note:
/ means pause
// means full stop
Remember that to neutralize your accent you have to apply the correct
stress in each word and the appropriate intonation and phrasing.
Blending will also improve your accent. It is now time for you to practice.
Process
Task 1: Pool up!
Direction: Complete the given statement below. Choose from the pool of words
inside the box. Do this on your notebook.
1. ________________ means to make emphatic or more prominent.
2. The smallest unit of pronunciation that may contain stress is
_______________.
3. The word approximation has _________ syllables.
4. The way your voice goes up and down when you speak is known as
____________.
5. _______________ should be used when you are asking a question or are
uncertain.
6. ________________ must be used when stating a fact or truth.
syllable
catching breath
blending
intonation
thought groups
rising intonation
stress
falling intonation
paragraphing
Task 6: SIXportant
1. Using a computer with Internet service, follow the given URL:
http://accentadventure.com/improve-english-pronunciation/
2. Read the article on the given URL entitled TOP 6 Activities For Any
Foreigner Who Wants to Improve Their English Pronunciation.
3. Answer the following guide questions.
a. Enumerate the 6 activities that will help you improve your
English pronunciation.
b. Choose 3 activities that you think will be more applicable to
yourself. Explain why you chose them.
4. Be ready to share your answer with your classmate.
Task 7: Read. Speak. Check.
Directions: Be ready with your voice recorder as you have to record your voice
in the conduct of the following activities.
A.
1. Using a computer and with Internet service, follow the given URL:
http://quizlet.com/1069781/rising-and-falling-intonation-flash-cards/
2. Read the given statement one at a time. Incorporate all the aspects
of accent that you learned especially tone.
3. Click the audio button to check if you have pronounced or delivered
the statements using the correct intonation and proper accent.
4. You may revisit the site for exercise purposes.
B.
1. Using a computer, follow the given URL:
http://www.trainyouraccent.com/a-online-shopping.htm
2. Read the given paragraph slowly.
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6. You may opt to re-record your voice to achieve the desired result.
Know
3.3 Conversational Cues
Recall that in communication only 7% of the message is
conveyed through words, 38% is carried through the tone of your voice
while 55% is conveyed through body language. Apparently, body
language is not available during telephone conversations. This
constitutes to more than half of the message conveyed, in order to make
up for this, Contact Center Services providers must invest in their voice.
Moreover, conversational cues take the place of body language.
Listening is more than just hearing the words the other person is
uttering just as message is far more than word. Message may be
conveyed through nonverbal or conversational cues such as the subtle
sounds, the tones, the sigh, the delayed response, or the quick response
of a person. Conversational cues are hints embedded in a delivered
statement that helps one determine the real meaning conveyed by the
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Knowing how to decode these cues will help you address the
needs of the customer appropriately or respond to their demands
promptly.
Although it is necessary to learn how to identify cues used by the
customer, it is also a must for you as a contact center service provider
to be mindful of the conversational cues you intentionally or
unintentionally use as you communicate. Apologizing may not sound so
sincere if you are speaking in very fast or using a high pitch tone. In the
same manner, offering an upsell may not be so enticing if done in a
monotonous tone of voice.
Conversational Cue
Long
pauses
between responses
Interpretation
Judgement
in Speaker is attentively
listening to you
or satisfied
Giving
of
feedbacks
quick Customer
is
not
interested
Transfer
Task 2: MOCK CALL
In this transfer task, you will be simulating a call. Below is a spiel
on placing an order through a call. Be mindful of your pronunciation and
try your best to incorporate accent as you deliver your lines.
1. Choose a partner. Decide who will be the customer/caller and
who will be the contact center representative.
2. Try to read your lines as relaxed and as realistic as possible.
3. Incorporate the correct stress on words and neutralize your
accent.
Placing an order
CSR
Customer
Thank you for calling Shacks Hi. I am calling because I cant
Shopping Center. This is _____. seem to place my order online.
How may I assist you today?
I am sorry to hear that Maam/ Oh! Thats wonderful. Thank
Sir. If you want, I can help you you.
place your order over the
phone.
May I have your name? so I can You can call me _______.
address you properly.
Yes.
CONTENT STANDARD
PERFORMANCE STANDARD
The learner demonstrates
The learner independently
understanding of concepts and demonstrates appropriate approaches
underlying principles in delivering in delivering quality customer services
quality customer services.
in accordance with call center industry
policies.
QUARTERS III and IV
Time Allotment: 100 hours
MODULE 4
DELIVERING QUALITY CUSTOMER SERVICES
Introduction
This module is designed to orient you on the essential functions and
specific tasks involved in Business Process Outsourcing (BPO).
The quality of service is of utmost importance in the Business Process
Outsourcing world. The exchange of ideas between the service provider and
the client, which requires good communication skills acquired, helps you to
accurately impart ideas to your would-be clients. This, however, is just a part
of the whole process. There is still a need for hands-on training and industrybased simulation which will permit application of communication skill concepts
that are part of a telemarketing or call center agents role.
Overall customer satisfaction is determined by the quality of your
service. Improved customer experience later on builds lasting and profitable
relationships which is one of the many advantages of a quality customer
service.
Through this module, you will gain knowledge and understanding of the
various functions and processes involved in a Business Process Outsourcing
firm.
Furthermore, it will enable you to gain the necessary skills and the right
attitude in transmitting and/ or receiving calls from the customers, handling
customers complaints, providing after-sales support and documenting events.
Knowing these skills will surely help you become more productive and
efficient in the field of Contact Center Services.
ICT-CONTACT CENTER SERVICES- Grade 10
133
OBJECTIVES
At the end of this module, you are expected to:
1. describe the functions and processes involved in a BPO/Call Center
industry;
2. transmit/receive calls from customers;
3. handle customers complaints accordingly; and
4. provide after-sales support and document events.
******
PRE-ASSESSMENT
Let us first assess your prior knowledge regarding this lesson. You need
to recognize the concepts which you already know and those which you need
to reinforce and enrich so that you would know how to equip and prepare
yourself for the tasks ahead.
Answer the test with all honesty and enthusiasm. Remember that this
is your personal assessment which will help you in identifying key concepts
which you have to improve.
DIRECTIONS: Write the letter of the best answer on your answer sheet.
1. It refers to the management of one or more specific business
processes or functions by a third party.
A.
B.
C.
D.
C. Offshore Outsourcing
D. Nearshore Outsourcing
C. Offshore Outsourcing
D. Nearshore Outsourcing
C. Offshore Outsourcing
D. Nearshore Outsourcing
C. Offshore Outsourcing
D. Nearshore Outsourcing
7. It is system is being carried out online with the data being held at a
third partys premises and accessed via the web. This type of BPO is
a means to save physical office space so one may retrieve information
quickly and easily.
A. Accounting
B. Document Management
C. Procurement
D. Software Development
C. Procurement
D. Software Development
C. Document Management
D. Software Development
C. rubrics
D. rating
11. In a call center, this measures how effective your agents are in utilizing their time and how efficient they are in balancing the various
aspects of their jobs.
A. Time Metrics
B. Productivity Metrics
C. Quantity Metrics
D. Quality Metrics
C. Quantity Metrics
D. Quality Metrics
C. Escalation Rate
D. Resolution Time
14. This criteria includes things like building rapport and using proactive,
service-oriented language.
A. Quality Criteria
B. Standard Criteria
C. Subjective Criteria
D. Objective Criteria
15. An example of this include opening the call with the appropriate
greeting and asking if there are any other issues which the customer
needs assistance.
A. Quality Criteria
B. Standard Criteria
C. Subjective Criteria
D. Objective Criteria
16. It refers to how well agents accomplish their tasks, especially their
primary function of customer contact.
A. Time Metrics
B. Productivity Metrics
C. Quantity Metrics
D. Quality Metrics
C. Interpersonal communication
D. Change management
C. Handling complaints
D. Handling reports
23. It is a way to make the customer feel that his call is important to
you.
A. Act and speak calmly.
B. Listen attentively to what your customer is saying.
C. Treat complainants as valued customer.
D. Be understanding.
24. How do agents accept ownership of the problem then apologize?
A. Act and speak calmly.
B. Listen attentively to what your customer is saying.
C. Treat complainants as valued customer.
D. Be understanding.
25. Let the customer talk of his complain and say something to make
him feel comfortable.
A. Act and speak calmly.
B. Listen attentively to what your customer is saying.
C. Treat complainants as valued customer.
D. Be understanding.
26. "Okay, I really understand and agree with you that this is very
stressful to you, but for me to help you I must work within our
process. The statement implies _____.
A. giving responsibility
B. empowering staff
C. using the persons name often, and with care
D. controlling of situation
27. I can understand why you feel the way you do Sir Robert The
statement implies _____.
A. giving responsibility
B. empowering staff
C. using the persons name often, and with care
D. controlling of situation
28. It is contact center representatives skill where customers want you
to understand their issue with the hope you will be able to assist
them.
A. professionalism
C. desire to solve problem
B. communication
D. great listener
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139
29. It requires you to have the fundamental sincerity to help others. This
skill is known as _____.
A. professionalism
B. communication
C. desire to solve problem
D. great listener
30. It means you need to be a patient and calming influence when
interacting with customers at all times.
A. professionalism
B. communication
C. desire to solve problem
D. great listener
Target 1
Target 6
Target 5
Target 2
__________________________
__________________________
__________________________
__________________________
__________________________
_____
Target 4
Target 3
Create a concept map of key words or phrases that are related to the
term call center.
ICT-CONTACT CENTER SERVICES- Grade 10
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Buildings
Job
opportunities
Night shift
for Filipinos
a higher and more progressive level, more workers and upgrade in facilities
and equipment would be required.
In countries where labor cost is very high compared to the projected
earnings of a company, the need to pass the work to another team where labor
costs would be lower is a necessity. For example, a US company may have
facilities and resources in the Philippines, so that they can employ highly
educated personnel with lower social costs. As a result, the services can be
delivered at a much lower price than is possible in the US. This is the general
concept of BPO.
In the Philippines, the term BPO is frequently associated with Call
Center or Telemarketing firm. BPO, however, is not entirely synonymous to
Call Centers. You will understand this better as you explore the next lessons
of the module.
1.2 Why Outsource?
Have you ever wondered why the BPO industry flourished? It actually
benefits both the business organization and the manpower or labor force. It is
a win-win solution.
These are just some of the perceived benefits of outsourcing:
The BPO industry started here in the Philippines in 1992 with Accenture,
then followed by Sykes Enterprises, Inc. in 1997. The offshore call center
industry started in the Philippines in 1999 when Cyber City set up an
outsourcing facility at the former USAF base in Clark and has been followed by
other firms, such as eTelecare, People Support, ePLDT/ Ventus, Convergys
Corporation, TeleTech Holdings, Inc., Cyber City Teleservices, Sitel/ Client
Logic, etc.
The agents at these call centers handle inbound or outbound traffic via
telephone and other available channels. Today, the Philippines is an important
offshore player driven by several factors such as the following:
1. increasing government support on IT investment
2. large pool of graduates with English communication skills and
knowledge in ICT which is far superior to India and has led many
companies to close down Indian operations and move them to the
Philippines
3. reliable and reasonably-priced telecommunication infrastructure
4. low-cost high quality locations, growing buyer trends on outsourcing
The Philippines is considered the most attractive global provider of ITBPO services in Asia (Economist Survey: M. Alan in MBOL May 29, 2012).
IT-BPO revenues for the Philippines reached US$11 billion and 640,000
direct employees in 2011. It is the key driver of economy, and the fastest
growing source of employment and revenue (DTI, 2012)
Process
TASK 1: Business Process Outsourcing
DIRECTIONS: Complete the following content organizer to summarize the
lesson.
BPO
Defined:
Contact Person
Telecommunication
Customer Service
Resolution
Remarks
Agent told me to
wait for the load
to be restored.
II
A. ITES
B. KPO
C. Back Office Outsourcing
D. Front Office Outsourcing
2. It is an outsourcing contracted
outside a company's own
country.
3. It includes activities that require
greater
skill,
knowledge,
education, and expertise to
handle.
E. Offshore Outsourcing
F. Nearshore Outsourcing
G. Onshore Outsourcing
Explore the different BPO industries existing in the country. Name a few
based on your research and personal interview with call center agents.
Compare your answer with those listed on this module.
Accounting
Bookkeeping
Virtual Assistant
Telemarketing
Programming
Call Center Service
Sales
Data Entry
Internet Research
Web Development
Content Management
Graphics Design
Direct Mail
Email Marketing
These are just some of the most popular BPO services. You
may find out more by checking out the different BPO firms (especially
those which are locally available) via the Internet.They offer variety of
services for you to choose from.
3. Consolidate the data you have gathered into a report which will be
presented using the following:
Rubric Scoring
Content (50%)
Full of useful,
amount of
amount of
to-date
relevant, useful
relevant, useful
information
and up-to-date
and up-to-date
information
information
Written Report
Written report
Written report
Written report
(25%)
has insightful
has limited
and was
presented in a
presented
presented in a
comprehensive,
manner.
Presentation
Creative and
Creative and
Appropriate
style (25%)
appropriate
appropriate
presentation
presentation
presentation
technique was
technique was
technique was
used but
used.
used. However,
information was
Information was
information was
not clearly
clearly relayed to
not clearly
imparted through
the audience.
relayed to the
it.
audience
Total: 100%
CEO
Chief Executive Officer
Operations Manager
Assistant Manager
Shift Supervisor
Leader
Team Leader
Senior Customer
Service
Representative
Team Leader
Senior Customer
Service Representative
Floor Support
Present your output to the class. Compare and contrast your output with
that of your classmates. Stress the importance of each job and its impact in the
hierarchy of roles.
There are no wrong answers in this activity. This will simply show your ability
to contemplate and relate two different concepts in terms of their similarities
and differences.
Competencies shown here are the bases for screening candidates when
recruiting call center employees.
What skills or competencies (capacities or abilities to perform certain tasks)
do you feel should an effective call center representative have? Why?
4.1 Typical Customer Service Representatives Competencies
Here are what employers look for in applicants desiring to work in a
call center:
1. Business acumen - understanding the relationship between their
jobs and its impact to business and customers
2. Call management- controlling
communication techniques
call
through
effective
peer coaching
decision making
decision making
technical literacy
multitasking
change management
time management
stress management
Cross selling
5
Presentation
(70%)
(30%)
TOTAL
(100%)
5- Outstanding
3- Satisfactory
4- Very Satisfactory
2- Fair
Multitasking
Negotiating effectively
Organizing info and data
Peer coaching
Problem solving
Teaming with others
Technical literacy
Time management
Using call center technology
Present your output to the class. Justify why you decided to place each
one ahead of the others. Give positive criticisms regarding the answers of the
other group. Give appropriate recommendations if necessary.
2. Call management
3. Change management
4. Conflict resolution
5. Cross selling
6. Decision making
7. Interpersonal comm.
8. Managing diversity
9. Managing stress
10. Multitasking
Do not feel bad if you were not able to achieve a high rating for some of the
competencies. Some of these may not be applicable to the situation you have
simulated.
Assessed by: ________________________________
Whether an escalation is requested by a customer or initiated by a representative, the reasons for the escalation are
often that:
the customer has become angry, and speaking to someone of higher authority will be a prerequisite to calming
this customer down.
making sure that all representatives have adequate technical training and customer handling skills. Monitor the
performance of representatives through the use of your
contact center's monitoring technology by listening to live
calls. Coach and provide additional training as needed.
illustrating the difference between confidence and arrogance, making sure all representatives know how and
where to draw the line between these two very different
ways of dealing with a customer.
Standards
Standards describe the minimum acceptable level of
performance for all agents. These vary from call center to call
center, but include behaviors such as giving the appropriate
greeting, verifying the customer name and address, and giving
accurate information. When measuring standards, the
representative determines whether or not these were met. This
can be assessed through observation of actual or recorded calls
by the agent.
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Objectives
Objectives are qualitative. They describe something
that will be accomplished to different degrees depending on
the agents skill level and on the unique properties of the call,
email, or chat session.
Typical objectives include building rapport with the
customer, handling challenges effectively, and using empathy
as appropriate. When measuring objectives, the
representative assesses how well they were met.
Process
TASK 1: Call Center Metrics Acronyms
DIRECTIONS: Write the complete terms for the following acronyms in your
notebook.
1. ACD
2. CSAT
3. TTR
4. QA
5. FCR
ACD
Call Quality
CSAT
Escalation Rate
FCR
f. TTR
g. Objectives
h. Standards
i. Productivity Metrics
j. Quality Metrics
Here are some suggested video clips which will take you to the world
of a call center agent. Watch each one and observe it carefully.
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DIRECTIONS: After watching the video, write down your observations in your
notebook about the following:
1.
2.
3.
4.
Satisfied Customer
Dissatisfied Customer
1.
2.
3.
(5)
(4)
(3)
(2)
(1)
Account executive
Agent
Associate
Attendant
Consultant
Member Counselor
Operator
Sales Representative
5.1.2 Directory
This is formerly known as information. It changed
its name because of the unrelated queries being thrown at
the agents. It is an important resource for updated telephone
lists and skip tracing, where one can get persons addresses
as well as their telephone numbers.
5.1.3 Booking
Many corporations provide services over the
telephone, such as technical support, customer service, and
direct sales. To maximize efficiency, corporations often
perform repetitive telephone functions at centralized call
centers. Hotel bookings, concert ticket reservations, and
airline ticket bookings are some examples.
5.1.4 Technical Support
Technical support help desks are heavy users of
knowledge management systems. For example, a customer
wants to know if a computer system is compatible with a
specific printer. The agent types the computer model and the
printer name on the search window and the knowledge
management system finds all the data on the specified model
and printer. When the information has been located, the data
about compatibility, known issues, information on where to
download the appropriate printer drivers, etc., is displayed so
that the agent can answer the customers question. Even
though this agent may have never heard of the printer, the
information that was stored by someone else is there to solve
the problem.
Although these tools can improve service in highly
complex environments, they require a great deal of
maintenance.
Each time a new issue or problem is identified, or
the company makes a new product, all relevant data must be
entered into the system so that those who need it can access
it. In many organizations, this updating process requires that
the solution be tested to ensure its accuracy before it can be
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Process
TASK 1: Type of Calls in Accordance with the Customers Needs
DIRECTIONS: Enumerate the type of calls are in accordance with the
customers needs. Answer this in your notebook.
1. __________________________________
2. __________________________________
3. __________________________________
4. __________________________________
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Process
TASK 1: Products and Services
1.
2.
A.
3.
B.
4.
It is good to assume that once you have entered the world of call centers,
your first and foremost goal is to leave a good impression on the part of your
customers. Therefore, you have to do your best and deal with their needs in
the most accurate, fast and courteous way possible.
PRELIMINARY ACTIVITY:
You probably experienced answering a business-related call from
someone or inquired a service through the telephone. An example is calling a
customer service of your cellphone service provider regarding a load that has
been consumed without your knowledge.
What do you think are the best practices in answering calls?
Enumerate the best procedures in taking a call using this graphic
organizer. Write in the box the exact words you will say based on the written
cues. Do this in your notebook.
____________________
____________________
__________________
Ending the
call and
hanging
up.
Let us first focus on inbound call centers. There are two types of inbound
call centers: Those that deal with queries and transactions, or both. You need
to know them both to carry out Interactive Communication.
A. Handling Queries
Queries are questions or inquiries which may start from a
very simple request relating to facts and figures, to very complex
queries regarding policy matters.
Example of this is a query on motor vehicle registration.
Questions may range from simple matters, such as fees and
charges, to less common questions such as specific types of vehicles
that can be registered and the circumstances that cover such.
The call center staff needs to be well rounded on both facts
and figures, as well as the policies and guidelines to address the
concerns. These types of calls rely on a body of factual information.
B. Handling Transactions
Other call centers process transactions for customers.
This is different from merely answering queries.
For example, financial organizations are tied up to call
centers that allows bills to be paid on-line, or funds to be transferred
between accounts. Insurance companies and investment firms have
complex transactions to deal with.
The call center staff would have to utilize a complex frontend systems to record these transactions. This may involve entering
details on multiple screens to complete the transactions.
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1. Opening /
Greetings
4. Making an
agreement (Inbound)/
Closing the deal
3. Gathering
information
(inbound)/
Negotiating (outbund)
5. Closing
5. Closing
Process
TASK 1: Enumerate the Best Practices in Interactive
Communication
DIRECTIONS: Without looking at this module, enumerate the best
practices you should apply in taking or making a call. Write down as
many as you can remember on your notebook.
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1.
_____________________
_____________________
_____________________
_________________
2.
_____________________
_____________________
_____________________
_________________
3.
_____________________
_____________________
_____________________
_________________
4.
_______________Providing the customer
with his /her needs,
offering suggestions,
options/choices,
recommendations
5. Closing_____________________
_____________________
_________________
indicating that you are listening. Using body language and other signs to
acknowledge you are listening also reminds you to pay attention and not let
your mind wander.
You should also try to respond to the speaker in a way that will
encourage him or her to continue speaking, so that you can get the information
that you need. While nodding or making an affirming sound such as an u-huh,
an occasional question or comment to recap what has been said communicates
that you understand the message as well.
Becoming an Active Listener
To help you ensure that you hear the other person clearly and concisely,
and to inform the other person that you are hearing what he or she is saying,
here are the key elements of active listening:
1. Pay Attention.
Give the speaker your undivided attention and acknowledge the
message. Recognize that non-verbal communication also "speaks" loudly.
Here are some tips on how to do this.
Look at the speaker directly.
Put aside distracting thoughts.
Look attentively to the speaker's body language.
Avoid preparing mentally for a negative response.
Avoid being distracted by environmental factors like side conversations.
2. Provide Feedback.
Our personal filters, assumptions, judgments, and beliefs can distort
what we hear. As a listener, your role is to understand what is being said. This
may require you to reflect what is being said and asked.
Reflect what has been said by paraphrasing. "What I'm hearing is," and
"Sounds like you are saying," are great ways to reflect back.
Ask questions to clarify certain points. "What do you mean when you
said" or " Is this what you mean?" are some examples.
Summarize the speaker's comments periodically.
3. Defer Judgment.
Interrupting is a waste of time. It frustrates the speaker and limits full
understanding of the message.
Allow the speaker to finish each point before asking questions.
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4. Respond Appropriately
Active listening is a model for respect and understanding. You are
gaining information and perspective. You add nothing by attacking the speaker
or otherwise putting him or her down.
Be candid, open, and honest in your response.
Assert your opinions respectfully.
Treat the other person in a way that you think he or she would want
to be treated.
Internal Barriers
(These are hindrances that
occur within yourself.)
External Barriers
(These are hindrances that occur around you or in your surroundings.)
The most powerful action you can take to improve your listening skills
is to eliminate or overcome the common barriers to effective listening. Some
barriers to effective listening are internal, like your hearing condition and
current mental and emotional state of the person, while some barriers are
external, like environmental factors such as the noise of the people around
you, a turned on television, ringing telephone, etc.
Process
TASK 1: Benefits of Active Listening
DIRECTIONS: List five benefits of active listening. Explain why you consider
each of them as a benefit.
1. ____________________________________________________________
2.____________________________________________________________
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3. ____________________________________________________________
4. ____________________________________________________________
5. ____________________________________________________________
TASK 2: Internal and External Barriers
DIRECTIONS: Examine yourself by identifying the internal and external
barriers that you think may interfere with your effective listening skill. These
are your clues as to what points you must improve on.
Internal Barriers
1.
2.
3.
4.
5.
6.
7.
8.
External Barriers
1.
2.
3.
4
5.
6.
7.
8.
After the listing activity, try suggest ways on how you can
eliminate or overcome the external and internal barriers by filling up
this table.
Internal Barriers
External Barriers
Processing:
The teacher will ask the students to post the cards sequentially by group
so everyone could see the slight changes in the message. The team will then
have the opportunity to study how subtle changes in word use, slight additions,
or eliminations, can significantly alter the meaning of any message.
He/ She would then give this set of words to the class. You will be given 30
seconds to write down the words you remember on your notebook.
Processing:
Read the words you have listed down on your notebook carefully. Check
how many words match with that of the list given by the teacher. Notice how
many have been added which are not part of the original set of words.
2. The listener sits attentively. The listener has to nod his/her head and
acknowledge the speaker verbally when appropriate. When the speaker is
done, the listener briefly restates what the speaker said using an introductory
phrase such as, "What I hear you saying is" or As I understand it, you"
Finish by asking, "Is that right?"
3. The observer will monitor what transpires between the speaker and the
listener.
This will be done on a rotation basis, meaning all of you in the group
will experience every role.
Rotate only if the speaker confirms the accuracy of the listeners
restatement. If not, have the speaker clarify further and have the listener
paraphrase again. Continue until the listener gets confirmation. Rotate so that
each person has a chance to be speaker or listener. The second speaker
finishes the second sentence and the third speaker finishes the third sentence.
2nd sentence: I admire people who can
3rd sentence: I would love to have the chance to
Take time to talk about the exercise after each round. The observer can
give feedback to the listener about his or her attentive posture and
paraphrasing.
Record your observations in your notebook.
observations. Identify similarities and differences.
Compare
your
7.3.1 Paraphrasing
Paraphrasing is your own version of what the customer told you.
It is an effective way of checking if you and the customer are on the same page.
It assures the customer that you listened to their concerns and have understood
them.
To paraphrase effectively, take note of the following:
1. Re-read or listen to the original passage or statement until you
understand its full meaning.
2. Probe if necessary and if possible to fully grasp the meaning of the
original passage or statement.
3. Record or develop your paraphrased message/idea.
4. Repeat paraphrased idea to your customer to check if your
understanding of his/her idea is correct.
5. Use quotation marks ( ) when writing to identify any term or phrase
you have borrowed exactly from the source.
Table 16. Paraphrasing Example
Customer says:
PARAPHRASING EXAMPLE
Proper Paraphrasing
Improper Paraphrasing
I want my account
cancelled because I
cannot pay my monthly
fee.
If I understood you
correctly, Mrs. Wilson,
you want to cancel your
subscriptions because
you are having
difficulties in coping
with the monthly fees,
is that correct?
7.3.2 Summarizing
Summarizing is also an important factor to master in this field.
Summarizing is taking the main idea from a source. It often focuses on several
paragraphs or an entire article. This need parenthetical documentation or intext
citation of source
Here is another way to compare paraphrasing and summarizing:
If you watched a TV Program and you came to school telling your
friends about what happened during the episode, you would be summarizing.
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But if you watched the same program last night and you told your
friends about a specific scene, you would be paraphrasing.
What would these two have in common? You would still need to
credit your source (TV Program) by including parenthetical documentation
(intext citations) with a complete work cited page.
7.3.3 Clarifying
Clarifying lets you address the customers practical needs
immediately.
Here are simple ways on how to clarify the customers inquiries
or concerns:
Table 17. Clarification Examples
How to clarify
Sample Call
Sample Response
This is Alex
Alex, I believe you
Clarify the customers
Hanks and Id like are referring to the
single and easy to
to know if I could
Summer promo
understand inquiry by
still use the
discount coupon of
explaining a piece of
discount coupon I our store? Yes, you
information about it.
received last
can still use it.
Thursday ?
I received my
Britney, I apologize
Paraphrase several
shoe orders
for the
concerns as explained by
yesterday. It
inconvenience
the customer.
seems like you
brought about by the
have problems
situation. I
with your delivery understand where
service. Two of
youre coming from.
my orders are out Let me check if I
of shape and the
understand you
red one has
completely. You
molds.
received two pairs of
shoes that are out of
shape and one with
molds?
Samantha
I believe you are
Clarify further by probing
Morrison on the
referring to the New
when you do not
line. Id like to
York City 20%
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know if the
discount rates of
your New York
travel package
applies next
week?
Discount Tour
Package. Yes, it is
still available next
week.
Clarifying Questions are simple questions of fact. They clarify the dilemma
and provide the nuts and bolts so that the participants can ask good probing
questions and provide useful feedback later in the protocol. Clarifying
questions are for the representative and should not go beyond the boundaries
of the customers dilemma. They have brief, factual answers, and does not
provide any new food for thought from the customer service representative.
Process
TASK 1: Paraphrasing Exercise
DIRECTIONS: Complete the following table by paraphrasing the customers
concerns. Do this in a separate sheet of paper.
Customer says:
Correct Paraphrasing
1. I want to cancel my
flight booking because a
close relative of mine has
just passed away.
2. Id like to have my ATM
account blocked. My wallet
had been stolen with my
ATM cards in it.
3. I would like to make a
follow-up on my orders. I
was expecting them
yesterday but until now It
they havent arrived yet!
4. Id like to know if my
Internet Service
subscription as been
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http://www.exforsys.com/career-center/questioning-skills/how-toparaphrase-questions.html
http://www.network-marketing-mlm-success-system.com/how-toparaphrase.html
https://myragolden.wordpress.com/category/customer-service/telephonetechniques/
TOTAL: 100%
7.5.2. Gender
Use neutral words that include both sexes. For
example, use business executive in place of businessman
and fire fighter instead of fireman.
7.5. 3. Age
Many people think that using words like old and elderly
describe older people is offensive because they seem to
suggest inactivity or weakness.
To avoid offending people, use terms that give more
detailed or exact information about the person or people
described:
Process
TASK 1: Identifying Sensitive Issues
DIRECTIONS: In your notebook, identify the sensitive issue being presented
in these situations.
________________1. A call center rep stresses the superiority of the
religious sect where he belongs.
________________2. An agent calls the caller African American and not his
actual name due to the sound of the callers voice
voice.
________________3. A call center representative jokes about a Republican
election candidate.
________________4. An agent calls the caller a retard because he could
not understand what the caller was saying.
________________5. The call center agent said, Im sorry madam, but the
promo isnt available for oldies like you.
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Negative Behavior
Raise your voice to a caller who is yelling.
Offer detailed, complicated explanations when caller has
indicated he is in a hurry.
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Goal:
Definition:
Positive Behavior
Offer assistance Ill be happy to help you with that question.
Offer positive statements about the company Our success rate
is excellent with this program.
Use we when referring to company We have a wide range
of services to offer.
Negative Behavior
Use cant, dont, or wont I cant find that in your record.
Disclose undesirable things about company Delays have
been really long all day.
Use they when referring to company They dont give out that
number to callers.
Process
TASK 1: Create an Appropriate Opening Spiel
DIRECTIONS: Make your own opening call spiel based on the format
discussed earlier
Imagine that you are working for a Hard Hat Hardware Supply Retailer.
Create your opening call spiel here:
______________________________________________________________
______________________________________________________________
______________________________________________________________
______________________________________________________________
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Tone
Energy
Pronunciation
Inflection
Example
1. Explain why the customer will be Mrs. Smith, I just need to take a
put on hold.
careful look at your account and
transactions.
2. Provide an exact duration of the Allow me to put you on hold for a
hold.
minute or two.
3. Thank the customer for agreeing.
you have already exhausted all possible means for helping the customer
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you have explained to the customer that you will be transferring them
due to specific reasons
1. WARM. If warm, you need to introduce the customer to the agent of the
department you are transferring the call to.
The agent will wait on the phone to introduce the customer and to provide
background information about the call.
2. COLD. If cold, let the customer know that you are no longer going to stay
on the line with them. The customer needs to wait for the other department
to answer the call.
3. DRY. Dry transfer on the other hand is transferring without introducing the
customer to the department who will take the next call.
8.4 Taking Notes During a Call
Taking notes during a call requires documenting the details of the call.
There are specific instructions on how these notes would be taken which vary
from client to client. A common practice is to encode the details of the call on
the computer as you conduct the conversation. This will be a good
documentation of what transpired during the call should the customer make a
follow up on his/ her concerns. This will also assist other call center agents on
how they will deal with the matter based on the last resolution you have made
or agreed upon.
8.5 Making a Lasting Impression
As an agent, you need to close a call that creates a lasting impression.
Closing the call is an opportunity to recap key points, resolve, and or
summarize the outcome of the conversation. This is also an opportunity to end
the call in a professional manner.
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Example
Process
TASK 1: Standard Hold Procedures
DIRECTIONS: Enumerate the standard hold procedures to follow.
______________________________________________________________
1.
______________________________________________________________
2.
______________________________________________________________
3.
Transcript 2
Transcript 4
Transcript 3
Transcript 1
Call estimates vary. Some provide longer estimates than the actual hold
time. Whatever the case maybe, it will still be the agents responsibility to give
the customer the hold time estimate that is closer to reality.
This may also depend on the strategy of the particular call center firm.
Some chooses to give a longer hold time and beats it. For example, an agent
may give you a long hold estimate but then picks up the call immediately.
Others opt to give a realistic hold time.
Whatever the case maybe, customers prefer accuracy over exceeding
the expectations. Fast and honest service is favored by the customers.
Some factors which may be considered in the hold time are:
1.
call queue
2.
3.
4.
Gracie? are simple examples that recognize the individual you are speaking
to. It psychologically conditions the mind of the customer that you are in
serious business of helping them with their concerns.
This however should be used in moderation. Frequent mentioning of
their names might be annoying and might sound too scripted.
To end the conversation, you may say something like Is there anything
else I can help you with, Gracie? or the parting words Thank you for calling
customer service Gracie. Have a good day! . The firm where you are in
probably have their own pattern of greetings. You just have to make sure that
you sincerely acknowledge what the caller is telling you. These are effective
ways of building rapport and providing a great caller experience.
Service does not end here. Acknowledgement stage is just the first part.
Taking action should take place afterwards. You have to make sure that you
address them properly. Provide a refund of the service that did not go well. A
discount perhaps on their next purchase. Assure the customer that you will
coordinate with the department to solve their issues on their next call, then do
as you say.
https://www.youtube.com/watch?v=yfiGSb1brS0
Sample Call Tech Support
Know
Lesson 10: Handling Customers Complaints
A call center often becomes a frontline customer service, as many
busy people turn to the Internet to get their business needs met. This means
a call center may be receiving the bulk of customer complaints, as well as
questions and transactions. As a call center practitioner, are you ready to
handle the challenge of a frustrated, angry customer?
Customers complain because they believe they have been treated
unfairly. They should be treated special because they are giving the business
the opportunity to solve the problem and retain them as customers.
When a complaint arises, there are two factors to be considered:
1. the customer
2. the complaint
Complaints may be prevented if you try considering how customers are
pleased. The top three issues concerns of customers to be satisfied are
reliable agent, enjoyable business transaction, and trustworthy people.
On the other hand, customer complaints are also valued. They tell the
company:
Preliminary Activity
DIRECTION: Use the chart to assess your skills in handling customers
complaints. Place a check () or cross () in the column
provided. Do this in your notebook.
1. I can respond
empathetically.
to
complaints
promptly
and
10.1
How would you feel if you were the one making the complaint? That is
the first thing you need to think when dealing with complaints. Empathy and
understanding are paramount to giving good customer service, whether in
sales, customer service, or customer complaints departments.
Accept ownership
of the problem.
Listen attentively
to what your
customer is
saying.
Be understanding.
This is an example of
combining emotional understanding
with control. Rapport and trust are
necessary before you can move
forward. Keep control obviously, but
involve the other person in your
thinking and decision-making.
Repeat the complaint by using the notes you made while listening to
the customer complaining. This demonstrates that you have a secure grasp
of the problem. Keep your tone measured and calm, and ask a closed
question at the end to check if you have a full understanding.
A good way to make sure that you know exactly what the problem is to
use calm and kind words like:
I understand that you are upset, and rightly so, that the gadget you
bought is not working well.
By now, the customer should at least be ready to let you help them.
Assure them what exactly you are going to do and explain the realistic options
available.
If the customer wants something that is not possible, apologize, give
reasons why this is not an available option, and then tell them what you can
do for them.
Moreover, if you can minimize passing them from department to
department, this will also help them to remain calm and listen to any options
you put forward.
If a solution is becoming difficult, ask the magic question:
What do you think we should do that will solve the problem and
be fair to you and the company?
Then wait for the customers response. In most cases, the customer
will require you to do less than you were willing to do, so accepting this
solution will not be difficult. You may even decide to ask this question before
you have to negotiate. The benefit of asking it earlier is that you will nearly
always be able to settle on the customers terms.
After getting the situation under control and fixed, apologize for the
inconvenience. Hope it does not affect their impression on the company.
Maybe throwing a nice word indicated in the box below will create a smile on
the customers face.
Have a nice day.
Thank you for calling. Hope to serve you again.
ICT CONTACT CENTER SERVICES Grade 10
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Empowerment
Responsibility
Empower staff.
Give responsibility.
Train
representative.
Process
Task 1: Review Handling Customer Complaints
This time, we will measure your knowledge regarding empathizing and
remedying customer complaints. Match the terms in column A with the ideas
in column B. Write your answers in your notebook or in a separate sheet of
paper.
A
A.
B.
C.
_____5. Be understanding.
E.
F.
D.
G.
unreasonable customer
behavior.
I.
Customer service
representative should know
how to provide solutions to
customers and have the
authority to handle those
complaints.
J.
Put in charge the frontline
staff to resolve complaints in
the first instance.
Transfer
Task 4: Simulation
The previous task revealed the procedures and tips on how to respond
immediately to customer complaints. The next activity is an actual practice of
responding to customer using the available props or materials for a contact
center office. This will enable you to experience the real scenario of
acknowledging the situation and providing appropriate response.
DIRECTIONS:
1.
2.
3.
4.
5.
Scoring Rubrics
Weight
Accurate
Procedure
20%
Communication
Skills
40%
Group
Cooperation
40%
Responded to
customer complaints
with good
communication skills
Some procedures
were missing
Responded to
customer, but needs
more practice in
communication skills
Practice of
inappropriate
procedures
Lacked
communication skills
to respond to
customer complaints
Know
10.4 Process of Referral or Handing Off Customers to Supervisors
When an agent refers a customers concern to another department,
which has different staffing, a handoff should never be hands-off.
Sir / Maam (name), would you like to speak with _____ to give
you the information you need?
Sir / Maam (name) regarding the complaint, may I let you speak
with _____, he / she can best answer your concerns.
1
2
3
Process
Task 1: Review Handing Off Customers
DIRECTIONS: Write True, if the statement is correct and False, if the
statement is wrong. Write your answers in your notebook or in
a separate sheet of paper.
__________1. When an agent refers a customers concern to another
department, which has different staffing, a handoff should never be hands-off.
__________2. The representative, during handoff, should briefly explain to
the person taking the concern what the customer wants.
__________3. When the customer repeats his concern to another receiving
agent, this only proves that the contact center representative is listening
carefully and responding immediately to customer complaints.
__________4. Tell the customer to wait for your return call if you are unable
to answer the customers complaint.
__________5. The best person to help is a manager, or an associate that has
been through a similar situation.
__________6. Call your manager if the customer asks you to. It is best to
follow the wishes of the customer.
__________7. Handling a situation on your own will show your supervisor
that you have the ability to deal with angry customers in a calm and collected
manner.
__________8. If you cannot find someone to help you with the situation, be
honest and tell the customer politely the least possible response you could
give in accordance with the enterprise policy.
__________9. Sir Edward, please wait for my return call, the person who
could give you the information that you need is in a meeting at this time.
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_________10. Ms. Reyes, regarding the complaint, I will let you speak with
Mr. Cruz, he can best answer your concerns.
"____________________________
_ ______________________."
"____________________________
_ ______________________."
"____________________________
_ ______________________."
"____________________________
_ ______________________."
Transfer
Task 3: Proposed Action Plan for Handling Customer Complaints
Before we end the lesson, let us make a definite plan of developing
your customer service skills particularly in handling complaints. Hence, the
sample proposed action plan on the next page is illustrated to give you an
idea.
DIRECTIONS:
1. With the teachers facilitation, you will be guided on how to fill out the
sample action plan.
2. A plan of action is indicated in the first objective for your guidance.
3. Present the action plan.
4. Use the rubrics below to assess your accomplishment.
E V A L U A T I O N
What needs
to be done?
By
What resources?
What evidence
How and when
whom
indicates progress? will evidence be
and
gathered?
when?
OBJECTIVE 1: Respond to customer complaints promptly with empathy.
1. Treat
complainants
as valued
customers.
Learners
Everyday
Performance scores
assessed by rubrics
Simulation of
handling customer
complaints
Prepared by:
_______________________________
Students Name
_______________________________
Grade 10 Section
Scoring Rubrics
Weight
Appropriate
Strategy
30%
Presentation of
Action Plan
30%
Group
Cooperation
40%
Strategies presented
were irrelevant to the
development of skills
Know
Lesson 11: Provide After-Sales Support and Document Events
Outstanding customer service is not about accomplishing one large
task extraordinarily well; it is about doing numerous small tasks very well that
satisfy customers. Therefore, doing customer support service is simply a
never-ending work at every level of the business.
If you are considering a position in customer support, you will need to
have the following skills:
Professionalism
Desire to Solve
Problem
Preliminary Activity
DIRECTIONS: Interview a call center representative and use the check list
below as a guide to assess the level of customer support
services in their enterprise. The highest score is five 5 and the
lowest is 1. Place a check () in the appropriate box. Do this
in a separate sheet of paper.
Support Service Tasks
11.2
Keep quality
consistent.
Develop skills.
Improve response
time.
Put policies in
place.
Educate your
customer.
Process
Task 1: Frequently Asked Questions (FAQs) Webpage
A better way of helping customer to find solution to their inquiries and
complaints is by providing FAQs section on websites. FAQs differ for each
company. Let us compare FAQs of well-known enterprises, and find out how
they educate their customers about their products and services.
DIRECTIONS:
1. Search for FAQs sites of two well-known enterprises.
2. List down the differences and similarities of FAQs sites.
3. Discuss your findings and analyze their benefits for both customer and
the enterprise. Write your answers in a separate sheet of paper.
Enterprise _________
Enterprise _________
Similarities:
1._________________
1._________________
1._________________
2. ________________
2. ________________
2. ________________
3. ________________
3. ________________
3. ________________
4. ________________
4. ________________
5. ________________
5. ________________
Well!
When I came down the next morning to check out, I was full of an idea
to speak to the manager and praise our friend. But then I started to think a
little.
If I had read this hotel right, I could get the guy fired!!
At first hand we had seen personal initiative, going against procedures,
ignoring the line of command, health and safety breaches (must have been in
there somewhere!), and going the extra mile. Looks like a case for instant
dismissal.
And how sad. I spend my life preaching to people how to get these
things right, surprise and delight customers, do special things, be different,
care and so much more. But when we experience it in the flesh, which
happens so rarely, I darent speak up.
Of course, I sought him out that morning, thanked him again, and gave
him a nice tip, which I am convinced is not why he did these things. I also
hoped, secretly, that he would find a new position somewhere else, where
this sort of openly rebellious great customer service would be appreciated.
Transfer
Task 3: Short Skit of Customer Service Satisfaction
As a call center agent, demonstrate how you do the extra mile just to
be able to show your sincere concern to customer.
DIRECTIONS:
1. Prepare a short skit demonstrating at least three of the given ideas of
customer satisfaction listed in the table found in the next page.
2. Use the rubrics to assess the group task.
ICT CONTACT CENTER SERVICES Grade 10
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Scoring Rubrics
Weight
Accurate
Demonstration
20%
Communication
Skills
40%
Group
Cooperation
40%
The group
demonstrated three
or more qualities of a
customer service
satisfaction.
The group
demonstrated two
qualities
Know
11.3
Documentation Procedure
Write a clear, concise log of the incident. Document every major point
of the call. It is not important to note every single word uttered, but keep a
point-form log of anything that may assist others who deal with the customer
in the future. If you see the same issue popping up over and over, you may
recommend a change in policy.
DISCUSSION:
- Allowed the customer to explain the situation fully.
- The customer states that on December 5, 2014 he went to store
branch 1 to purchase grocery items and when he went to pay, he
encountered some issues with the PIN number for his debit card.
The customer states that at this point the cashier became rude
and made comments about the customer's PIN number.
- I apologized for the customer's feelings, but did not make a
direct apology.
- I also offered a souvenir item as a token to thank the customer for
calling in today: the customer declined, and stated he just wanted
to make us aware.
RESOLUTION
- Calling store branch 1, will confirm employees for December 5,
2014 and register a formal complaint on behalf of the customer.
11.4
2.
Once you have established the right feedback mechanism, the process
may be used to deliver benefits across the business.
11.5
Process
Task 1: Log of Incident
DIRECTIONS:
1.
2.
3.
4.
Customer:
______________________________
Issue:
______________________________
______________________________
Discussion: ______________________________
______________________________
______________________________
Resolution: ______________________________
______________________________
Transfer
Task 4: Simulation
One more challenging task is the simulation of providing after-sales
support and documentation events.
DIRECTIONS:
1. Choose among the given topics below and prepare a simulated
action to be demonstrated by group.
2. Prepare the props and other materials.
3. Use the given rubrics to assess your presentation.
1. Follow-up to see if the arrangements you have made to fix the
complaint have been carried out as you promised.
2. Post contact surveys, conducted immediately after the interaction a
customer has had with a representative. This uses common
question to gather feedback useful for targeting performance
improvement.
ICT CONTACT CENTER SERVICES Grade 10
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Scoring Rubrics
Weight
Accurate
Procedure
20%
Communication
Skills
40%
Group
Cooperation
40%
Some procedures
were missing.
Practice of
inappropriate
procedures.
SUMMARY OF LESSON
Nowadays, one of the challenges in a contact center is how to be
competitive in providing services. Excellent services would entail higher profit
as generated from the loyalty and trust coming from the customers.
Furthermore, a call center often becomes a frontline for customers
because many busy people turn to the Internet to have their business needs
met. This means a call center may be receiving the bulk of customer
complaints, as well as questions and transactions.
Customers complain because they believe they have been treated
unfairly. They should be treated special because they are giving the business
the opportunity to solve the problem and retain them as customers. Hence,
the competencies found in this module will surely guide you to deliver quality
customer services because outstanding customer service is not about
accomplishing one large task extraordinarily well; it is about doing numerous
small tasks very well that satisfy our customers. Therefore, doing customer
support service is simply a continuous work at every level of the business.
7. Let the customer talk of his complain and say something to make
him feel comfortable.
a.
b.
c.
d.
8. "Okay, I really understand and agree with you that this is very stressful
to you, but for me to help you I must work within our process. The
statement implies _____.
a. giving responsibility.
b. empowering staff
c. using the persons name often, and with care
d. controlling of Situation
9. I can understand why you feel the way you do Sir Robert.
statement implies _____.
a. giving responsibility.
b. empowering staff
c. using the persons name often, and with care
d. controlling of Situation
The
10. The reason for using the following dialogue is _____. What do you
think we should do that will solve the problem and be fair to you and
the company?
a. To resolve and settle on the customers terms
b. To resolve difficult problem
c. To be fair with customer
d. To minimize referring concerns to higher authority
11. This is the best reason why a representative, during handoff, should
briefly explain to the person taking the concern what the customer
wants.
a. To save the customer from trouble of repeating himself
b. To prove to the customer that contact center representative is
listening carefully to them.
c. To immediately solution the customer complaint
d. To save time of receiving representative to listen again to customer
concerns
12. A technique of exceeding consumer expectations and minimize
complaints such as providing consumers with Frequently Asked
Questions (FAQs) is _____.
a. Educating customer
b. Developing skills
c. Putting policies in place
d. Keeping quality consistent
13. It is a contact center representatives skill where customers want you
to understand their issue with the hope you will be able to assist them.
a. Professionalism
b. Communication
c. Desire to solve problem
d. Active listening
14. It requires you to have the fundamental sincerity to help others. This
skill is known as _____.
a. Professionalism
b. Communication
c. Desire to solve problem
d. Active listening
15. This means you need to be a patient and calming influence when
interacting with customers at all times.
a. Professionalism
b. Communication
c. Desire to solve problem
d. Active listening
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16. Identify to which part of a log incident the next statement belongs.
The customer is calling because he recently visited store branch 1
and claims that the representative at the cash register was rude and
arrogant.
a.
b.
c.
d.
discussion
issue
remarks
resolution
17. Identify to which part of a log incident the next statement belongs.
Calling Store branch no. 1, will confirm employees for January
20, 2014 and register a formal complaint on behalf of the customer.
a.
b.
c.
d.
discussion
issue
remarks
resolution
18. Identify to which part of a log incident the next statement belongs.
The customer states that on January 8, 2014 he went to store
branch 1 to purchase grocery items and when he went to pay, he
encountered some issues with the PIN number for his debit card. The
customer states that at this point the cashier became rude and made
comments about the customer's PIN number.
a.
b.
c.
d.
discussion
issue
remarks
resolution
GLOSSARY
REFERENCES
Government Document
1. Entrepreneurship and Education in Schools ad Technical Vocational Training
Institutions. Know About Business.
2. Project EASE Module 5. Effective and Affordable Secondary Education.
3. NAQC. (2010). Fundamentals of Call Center Staffing and Technologies.
Phoenix, AZ.
Websites
1. A day in the life: call center agent. Retrieved from
http://www.youtube.com/watch?v=kudxLVJRmM0 Magellan Solutions
2. Acknowledge and then take action. Retrieved from
http://www.phonepro.com/articles-more/acknowledge-action/
ICT-CONTACT CENTER SERVICES- Grade 10
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Acknowledgement
This Learning Module on Contact Center Services was developed for the
Information and Communication Technology Course in Technology and Livelihood
Education, Grade 10 of the K to 12 Curriculum with the assistance of the following
persons:
MODULE WRITERS
REVIEWERS
DOCUMENTORS / SECRETARIAT