COMPETENCY-BASED CURRICULUM

A. COURSE DESIGN

Course Title: Contact Center Services NC II

Nominal Duration: 144 Hours
Qualification level: NC II
Course Description:
The CONTACT CENTER SERVICES NC II
Qualification consists of competencies that
a person must achieve to interact with
customers to provide information about
products and services. It also covers
handling of customer’s complaints,
inbound customer service, order taking
and inquiry response handling, and
outbound telemarketing.

Trainee Entry Requirements: Candidate / trainee must possess the

following qualifications, must be:

• Able to communicate both oral and

written
• High School Graduate
• Good moral character
• Must be physically and mentally fit
• *Must pass the trainability / aptitude
test (Optional)

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Course Structure:
Core Competencies
320 Hours
CORE 320
Analyze communication process
1.1.1. Communicate and listen
1. Communicate 1.1. Communic actively
Effectively ating 1.1.2. Identify and use
using English effectively paralanguage communication 120
Language using English cues
Language
2.2.1. Demonstrate
understanding of the
2. Deliver 2.1. Delivering BFO/Call Center industry
Quality Quality Transmit/Receive calls to/from
Customer Customer customers 120
Service Service 2.1.1. Handle customer’s
complaints
2.1.2. Provide after sales
support and document
services

3. Perform Basic 3.1. Performing 3.1.1. Apply computer basic

Computer Basic operation procedures
Operation and Computer 3.1.2. Organize and manipulate 40
Internet Operation and files
Navigation Internet 3.1.3. Install, configure and work
Navigation with application program
3.1.4. Work with internet
3.1.5. Log off from a computer

4.1.1. Apply knowledge of

4. Demonstrate 4.1. Demonstrat common cultural variables
understandin e 4.1.2. Apply knowledge of
g and understandin American geography 40
knowledge of g and
the American knowledge of
culture and the American
geography culture and
geography

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Assessment Methods:

• Written/Oral Examination
• Demonstration of Practical Skills
• Observation and Oral Questioning
• Role play
• Phone simulation

TRAINING/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.
a. Course design is based on competency standards set by the industry
or recognized industry sector; (Learning system is driven by
competencies written to industry standards)

b. Training delivery is learner-centered and should accommodate

individualized and self-paced learning strategies.

c. Training can be done on an actual workplace setting, simulation of

a workplace and/or through adoption of modern technology.

d. Assessment is based in the collection of evidence of the performance

of work to the industry required standards;

e. Assessment of competency takes the trainee’s knowledge and

attitude into account but requires evidence of actual performance of
the competency as the primary source of evidence.

f. Training program allows for recognition of prior learning (RPL) or

current competencies.

g. Training completion is based on satisfactory performance of all

specified competencies.

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 industry. The following training
modalities and their variations/components may be adopted singly or in

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combination with other modalities when designing and delivering training
programs:

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.

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RESOURCES:
List of recommended equipment and materials for the training of 25 trainees
for Contact Center NC II

EQUIPMENT MATERIALS
QTY SPECIFICATION/ QTY SPECIFICATION/
DESCRIPTION DESCRIPTION

25 units Computer with peripherals 1 pc White Board Marker

1 unit Aircon unit 1 sub. Internet connection

1 unit LCD Projector Tape (audio)

1 unit Teacher’s Table/Chair 25 pcs. Modules

25 pcs. Armchairs 25 pcs. Handouts

1 pc. White Board Bond papers

25 units. Students Booths

1 pc.
Master Control/Dialer
1 unit Voice recorder
Software for office
25 sets productivity
25 sets Internet browser
1 Facility ESL Laboratory
1 unit Fax machine
1 unit Telephone
25 sets Headset

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 Space Requirement Size in Meters Area in Sq. Total Area in
Meters Sq. Meters
lecture area 4 x 5 m. 1 sq. m. 20 sq. m
Washroom 2 x 5 m. 40 sq. m. 10 sq. m.
Laboratory (Cubicle) 1.5 x 2(5) m. 15 sq. m. 15 sq. m.

Learning resource storage 6 x 4 m. 24 sq. m. 20 sq. m.

Circulation Area 20 sq. m. 20 sq. m.

Total: 85 sq. m.

TRAINING FACILITIES
The Contact Center Workshop must be of concrete structure. Based on class
size of 25 student/trainees the space requirements for the teaching/learning
and circulation areas are as follows

QUALIFICATION OF INTSTRUCTORS/TRAINERS

• Must be a holder of NC II or its equivalent qualification

• Must have undergone training on Training Methodology II (TM
II)
• Must be computer literate
• Must be physically and mentally fit
• *Must have at least 2 years job/industry experience
• must be a civil service eligible (for government position or
appropriate professional license issued by the Professional
Regulatory Commission)

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 B. MODULES OF INSTRUCTION

Core Competencies Communicate Effectively using English Language

Unit of Competency Communicating Effectively using English

Language
Module Title Communicating effectively using English
Language

Module Descriptor This unit covers the knowledge and skills needed
to communicate effectively in English while
conducting a customer service delivery process

Nominal Duration 22 Hours

Summary of learning Outcomes:

L.O.1. Analyze communication process

L.O.2. Communicate and listen actively
L.O.3. Identify and Use paralanguage communication
cues
Details of learning outcomes
LO1. ANALYZE COMMUNICATION PROCESS

ASSESSMENT CONTENTS CONDITIONS METHODOLOGIES ASSESSMENT

CRITERIA METHOD
1.Communication Students
is defined clearly. • Definition of /trainees must
2. Forms of communication be provided with • Observation
communication the following: • Lecture/discussion and Oral
are distinguished. • Forms of • Practical exercises Questioning
3.Communication communication • Computer Simulation
pathway is and
identified in • Elements of peripherals • Practical
accordance with communication for demonstration
workplace examinations,
standards. • Communication presentations • Role play
4.Elements of models and learning
communication in • Barriers to management. • Phone
each pathway are communication simulation
identified.

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5.Barriers to • Appropriate
communication in software for • Written
a customer phone evaluation
contact center are simulations,
identified. oral drills,
6.Strategies to online
reduce barriers to assessments
communication etc.
are adopted.

• Internet
connections
for online
research,
references,
and
assessments

L.O.2. COMMUNICATE AND LISTEN ACTIVELY

ASSESSMENT CONTENTS CONDITIONS METHODOLOGIES ASSESSMENT

CRITERIA METHOD
1.Information • Subject-verb Students • Lecture/discussio
are obtained and agreement /trainees must n • Observation
conveyed in be provided with and Oral
accordance with • Verb tenses the following: • Practical exercises Questioning
accepted and aspect
conventions. • Computer • Simulation • Practical
• The uses of and demonstratio
2. Verbal preposition peripherals n
and other types for
of • Sentence examinations • Role play
communication sense ,
are achieving presentations • Phone
distinguished. clarity, and learning simulation
management;
3. Standard • Modifiers • Written
American • Appropriate evaluation
accent is • Mechanics software for
applied of voice phone
when simulations,
speaking • Element of oral drills,
English. speech online
assessments
4. Written • Table of etc.;
communication relationships
produced is

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grammatically • Internet
correct. • Projecting connections
5. Faulty confidence for online
sentences are research,
identified. • Phonemes references,
and
5. Correct rules • Ineffective assessments
on subject- Filipinisms
verb used in
agreement English
are applied conversation
s.
6. Appropriate
verb tenses • Vowel and
are used consonant
when stating guide
facts,
narrating • Accents
past events.
• Standard
American
7. Appropriate accent
prepositions
in common • Types of
idiomatic stress
expressions
are applied. • Essential of
good
8. Written pronunciatio
communicati
n
on is
produced
• Blending,
according to
Phrasing
accepted
and
format
Intonation

• Good
9. Active
sentence
listening
construction
techniques
to enhance
the message • Effective
reception are expression
used.
• English
10. Encoding is conditionals
undertaken
accurately
and
proficiently

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 in
accordance
with
established
standards.

11. Protocol in
handling
electronic
messages is
properly
identified.

12. Verbal
communicati
on is
translated
into written
or
electronics
communicati
on
accurately
and
efficiently.

13. Electronic
messages
correctly
stored,
deleted and
forwarded,
virus free.

14. Inappropriat
e uses of
Filipinisms
are
identified.

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 LO3. USE PARALANGUAGE COMMUNICATION CUES

ASSESSMENT CONTENTS CONDITIONS METHODOLOGIES ASSESSMENT

CRITERIA METHOD
1. Paralinguistic Students • Lecture/discussion • Observation
cues used in /trainees must and Oral
customer are VOICE be provided with • Practical exercises Questioning
appropriately • Rate the following:
identified. • Volume • Simulation • Practical
2. Paralinguistic • Pitch • Computer and demonstration
cues • Tone peripherals
appropriate to for • Role play
workplace ACCENT examinations,
situation are • Stress presentations • Phone
used and • Intonation and learning simulation
demonstrated. • Blending management;
• Phrasing • Written
3. Messages to
• Conversational • Appropriate evaluation
suit software for
Cues
paralinguistic phone
cues are simulations,
• English
correctly oral drills,
conditionals
modified to online
convey ideas. assessments
etc.;
4. Correct vocal
techniques to
enhance the • Internet
transmission connections
of message for online
are used. research,
references,
5. The rate, and
pitch, volume assessments
and tone of
voice are
adjusted
according to
context and
meaning.

6. Proper vocal
dynamic is
applied when
speaking over
the phone.

7. Appropriate
conversational

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cues used in
customer
interaction
over the
telephone

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