2/L Metrodome Event Center, Araneta Street, Bacolod City
COURSE DESIGN
COURSE TITLE : CONTACT CENTER SERVICES NCII
NOMINAL DURATION : 144 HOURS
COURSE DESCRIPTION : This course is designed to develop the basic and
common knowledge, skills, and attitudes of a
Contact Center Services Provider in accordance
with industry standards. It covers the basic,
common and core competencies. Specifically, it
includes competencies such as - communicate
effectively in English for customer service,
demonstrate ability to effectively engage customers
and perform customer service delivery processes.
ENTRY REQUIREMENTS :
Trainees or students should possess the following requirements:
Must have completed at least 10 yrs. basic education or an ALS
certificate of achievement with grade 10 equivalent holder
Can communicate in English either oral or written
COURSE STRUCTURE:
BASIC COMPETENCIES
(18 hours)
UNIT OF NOMINAL
MODULE TITLE LEARNING OUTCOMES
COMPETENCY DURATION
1. Participate in 1.1 Participating in 1.1.1 Obtain and convey workplace 4.5 hours
workplace workplace information
communication communication 1.1.2 Participate in workplace
meetings and discussions
1.1.3 Complete relevant work
related documents
2. Work in a team 2.1 Working in a team 2.1.1 Describe team role and scope 4.5 hours
environment environment
1
2.1.2 Identify own role and
responsibility within team
2.1.3 Work as a team member
3. Practice career 3.1 Practicing career 3.1.1 Integrate personal objectives 4.5 hours
professionalism professionalism with organizational goals
3.1.2 Set and meet work priorities
3.1.3 Maintain professional growth
and development
4. Practice 4.1 Practicing 4.1.1 Identify hazards and risks 4.5 hours
occupational occupational and 4.1.2 Evaluate hazards and risks
health and safety health safety 4.1.3 Control hazards and risks
procedures procedures 4.1.4 Maintain OHS awareness
COMMON COMPETENCIES
(18 hours)
UNIT OF NOMINAL
MODULE TITLE LEARNING OUTCOMES
COMPETENCY DURATION
1. Apply quality 1.1 Applying quality 1.1.1 Assess quality of received 9 hours
standards standards materials
1.1.2 Assess own work
1.1.3 Engage in quality
improvement
2. Perform computer 2.1 Performing 2.1.1 Plan and prepare for task to 9 hours
operations computer be undertaken
operations 2.1.2 Input data into computer
2.1.3 Access information using
computer
2.1.4 Produce output/ data using
computer system
2.1.5 Use basic functions of a www-
browser to locate information
2.1.6 Maintain computer equipment
and systems
CORE COMPETENCIES
(108 hours)
UNIT OF NOMINAL
MODULE TITLE LEARNING OUTCOMES
COMPETENCY DURATION
1. Communicate 1.1 Communicating 1.1.1 Demonstrate an ability to 36 hours
effectively in Effectively in express oneself in a clear and
English for English for concise manner
customer service Customer Service 1.1.2 Demonstrate an ability to listen
and comprehend effectively
2. Perform customer 2.1 Performing 2.1.1 Demonstrate an ability to 36 hours
service delivery customer service answer or make a call
processes delivery process 2.1.2 Demonstrate an ability to
identify a customer need
2.1.3 Demonstrate an ability to
capture and provide
information and/or directions
3. Demonstrate 3.1 Demonstrating 3.1.1 Demonstrate an ability to 36 hours
ability to ability to effectively empathize with a customer
effectively engage engage customers 3.1.2 Demonstrate an ability to
customers manage difficult conversations
2
RESOURCES:
TOOLS EQUIPMENT MATERIALS
QTY. QTY. QTY.
25 Yahoo Messenger 25 Computer with 25 Macromedia Flash
peripherals (for use in browser plug-in and
audio and video application, updated
playback of reference to the latest version
and sample recordings)
25 Office Application 25 Computer tables and 26 Video and audio
(Word, Excel, chairs (ergonomic) recordings (sample
Powerpoint) speech reference
recordings)
50 Operating System 2 LCD Monitor 5 Video and audio
recordings (sample
contact center
recordings)
25 Simulation Website 2 White board
2 Photoshop CS6 ad 1 ESL laboratory
CS5 (optional)
50 RJ45 1 Internet access
50 UTP Cable 26 Software for office
productivity
25 Skype 26 Internet browser
(Google Chrome,
Safari, Firefox, etc.
except Internet
Explorer) updated to
the latest version
25 LAN School
Presenter
25 Voice Recorder
ASSESSMENT METHODS:
Oral Assessment/Interview
Computer Based Assessment (Technical, Spelling, and Typing Test)
COURSE DELIVERY:
1. The delivery of training shall adhere to the design of the curriculum. Delivery shall be guided by
the principles of competency-based TVET.
1.1. Group discussion, Interaction, Discussion
1.2. Plant tour, Symposium, Field trip, Problem solving, Film showing
1.3. Simulation, Individualize learning, On the job training, Modular
1.4. Computer based training (e-learning), Project method
1.5. Lecture, Group discussion and dialogs, Listening to audio and/or viewing video
recordings , Homework and assigned readings, (Activity) Role Play, In-house/
Enterprise-based training by contact centers or in partnership with contact centers
2. The competency-based TVET system recognizes various types of delivery modes, both on-and
off-the-job as long as the learning is driven by the competency standards specified by the
3
industry. The following training modalities and their variations/ components may be adopted
singly or in combination with other modalities when designing and delivering training programs:
4
2.1. Institution- Based:
The traditional classroom-based or in-center instruction may be enhanced through
use of learner-centered methods as well as laboratory or field-work components.
2.2. Enterprise-Based:
Enterprise-based Training- where training is implemented within the company in
accordance with the requirements of the specific company. Specific guidelines on this
mode shall be issued by the TESDA Secretariat.
TRAINERS QUALIFICATIONS
Completed Trainers Methodology Level I (TM I) Course
Computer Literate
Physically and Mentally Fit
With 18 months call center experience
Graduate of AB/BS courses
Submitted by:
KRISTELLE LYNNE P. ONG
Institution Head
