Republic of the Philippines

Region XI
Davao City
University of Southeastern Philippines

TRAINING DESIGN

SEMINAR ON BUSINESS PROCESSING OUTSOURCING AND CUSTOMER HANDLING

I. Background/Rationale

As globalization has come to rise in the previous years due to pressing needs, a call for
organizations that will cater the needs of clienteles all over the words has also come, thus causing
the birth of Business Processing Outsourcing (BPO). This is the subcontracting of non-primary
business functions to a specialized third party provider. The services they may give may include
accounting, payroll, human resource, IT services, data recording, telemarketing, social media
marketing, and the like. This means that BPO agents are people who, in a way or another, have to
communicate with customers.

Having the need to communicate with people from all places also means having the need to
be able to connect with them, no matter the differences. Numerous reports therefore about what
causes the stress of BPO service provides have flooded the internet. Geraghty (2017) enumerated
some of these stressors: inconsistencies between performance expectations and evaluations; feeling
undervalued; high consumer expectations; and angry customers. Flatworld Solutions (n.d.) further
added to this list saying that customer attrition has become one of the problems of BPO throughout
the years. Sunoraysolutions (2018) likewise added that sometimes customers catch the agents off
guard, and throw agents questions they cannot answer.

Taking into account all that was expressed above, this seminar-workshop is thus proposed to
give opportunities to possible future agents of BPO to familiarize themselves with things ought to be
known in the field of BPO in order to alleviate the enumerated stressors experienced by present BPO
agents.

II. Objectives

During the seminar, the participants are expected to:

 familiarize technical terms and expressions used in handling customers in BPO technical account.
 get acquainted with policies and regulations and terms and conditions with regards to Billing and
Sales
 know how to handle irate customers

III. Training Methodology &Theme

The training activities employed in this seminar are:

 Lectures
 Interactive Games
 BPO Workshop

The theme of the seminar is:

BPO: Beat it! Prove it!

Overcome it!
IV. Target Participants

The participants are the fourth year Bachelor of Arts in English Language of University of Southeastern
Philippines on the first semester of S.Y. 2019 - 2020

V. Resource Persons/Facilitators
 Speaker 1: Ms. Christien Joy T. Sinadjan
 Speaker 2: Ms. Jireh Clarisse T. Salomsom
 Speaker 3: Msr. Billy Rowel A. Peremne
 Consultant: Ms. Rowena C.Nuera

VI. Location, Venue and Schedule

Location Venue Date

University of Southeastern TBA December 2, 2019
Philippines, Obrero, Davao City 1 :00 – 5:00 pm

VII. Program of Activities

Duration Activities and Resource Speakers
7:30-8:20 Registration
8:20-8:40 Preliminaries
Interfaith Prayer
Philippine National Anthem
Opening Remarks -Ms. Christien Joy T. Sinadjan
Introduction of the first speaker -Ms. Jireh Clarisse T. Salomsom

8:40-9:10 Session 1: Technical Support - Ms. Christien Joy T. Sinadjan

9:10-9:15 Introduction of second speaker &Ice Breaker - Mr. Billy Rowel A. Peremne
9:15-9:45 Session 2: Billing and Sales Ms. Jireh Clarisse T. Salomsom
9:45-9:50 Introduction of third speaker &Ice Breaker - Ms. Christien Joy T. Sinadjan
9:50-10:20 Session 3: Handling Irate Customers Mr. Billy Rowel A. Peremne
10:20-10:40 BPO Workshop

10:40-10:50 Open Forum, Synthesis and Evaluation - Speakers

10:50-11:00 Closing Remarks. - Ms. Queenie Hope Pantinople
Giving of Certificates, and Picture Taking
VIII. Sponsoring / Implementing Agency

Graduate School Students of Master in English in Applied Linguistics, College of Arts and Sciences,
University of Southeastern Philippines, Davao City

IX. Implementation Arrangement/ Working Committees

The overall management of the seminar shall be done by Ms. Christein Joy T. Sinadjan, Ms.
Jireh Clarisse T. Salomsom, and Mr. Billy Rowel A. Peremne. Furthermore, the table below shows the
different committees and the people who are in charge of them in the preparation and implementation of
this seminar.
Committees Person/s in charge
Logistics Mr. Billy Rowel A.
Peremne
(Preparation of Materials needed: name Ms. Christein Joy T.
tags, poster, certificates, etc. Program Sinadjan
Flow and Registration)
Finance and Purchasing Ms. Jireh Clarisse T. Salomsom
Food and Drinks Ms. Queenie Hope Pantinople
Documentation Mr. Romy
Makidong
Ms. Ellen
Piencenaves
Secretariat Ms. April Arvy Mallari
X. Expected Output

 From the pointers provided, participants will be able to familiarize technical terms and expressions used in
handling customers in BPO technical account.
 Get acquainted with policies and regulations and terms and conditions with regards to Billing and Sales.
 There is an application in how to handle irate customers

XI. Budgetary Requirement/Source of Funds

The expenses will be carried out by the third group of seminar organizer consisting of thee persons, AL
115 students of Master of English in Applied Linguistics, in the academic year 2019 - 2020 of USEP.
Each of them shall contribute ₱ 850.00

Total Projected Cash ₱ 2,550.00

Total Projected Expenses ₱ 2,360.00
Total Remaining Money ₱ 190.00

SUMMARY OF PROJECTED EXPENSES

short envelope ₱ 150.00
ball pens ₱ 210.00
vellum paper ₱ 300.00
snacks ₱ 1, 500.00
tarpaulin ₱ 200.00
Total Disbursements ₱ 2,360.00

XII. Post Monitoring and Evaluation

The outcome of the seminar shall be determined through their performance during the workshop.
Moreover, this can be best exhibited when they are able to apply effectively the concepts and strategies
they have learned in various speech situations that they can encounter in their daily lives. Furthermore,
for training evaluation purposes, evaluation sheets must be accomplished by the participants.

Attached in this training design is a copy of the participants’ evaluation form.

Prepared by:

for
MEAL STUDENTS S.Y. 2019 - 2020

Approved by:

ROWENA C. NUERA
Instructor/Consultant
 University of Southeastern Philippines
SEMINAR ON ENHANCEMENT OF
ENGLISH ORAL COMMUNICATIONSKILLS
November 10, 2017

PARTICIPANTS’ EVALUATION FORM

Name(optional):
Course andYear:

PART1. PROVIDE YOUR EVALUATION OF THE TRAINING BY TICKING ON THE CORRESPONDING BOX THAT
MATCHES YOUR ASSESSMENT. THE RATING SCALE IS:

1 =BEGINNING 2 = DEVELOPING 3=SATISFACTORY 4 =EXEMPLARY

Aspects of the Seminar Beginning (1) Developing (2) Satisfactory (3) Exemplary (4)
A. Appropriateness of the venue.
B. Time and Scheduling
C. Seminar Flow
D. Audio-visual aid materials
E. Effectiveness of Facilitators
F. Workshop
G. Food

Session 1: How to speak with confidence? Beginning (1) Developing (2) Satisfactory (3) Exemplary (4)
Speaker 1: Ms. Meribel Tablo
A. Relevance of the topic presented
B. Speaker’s knowledge of subject
C. Speaker’s presentation style

Session 2: CCA (Compare, Contrast and Advantage) Beginning (1) Developing (2) Satisfactory (3) Exemplary (4)
Speaker 2: Ms. Renalyne Baylas
A. Relevance of the topic presented
B. Speaker’s knowledge of subject
C. Speaker’s presentation style

Session 3: PREM (Point, Reason, Example, Message) Beginning (1) Developing (2) Satisfactory (3) Exemplary (4)
Speaker 3: Ms. Ailyn Pactol
A. Relevance of the topic presented
B. Speaker’s knowledge of subject
C. Speaker’s presentation style

PART 2. PLEASE DESCRIBE YOUR OPINIONS ABOUT THE STRENGTHS AND WEAKNESSES.

1. What do you think were the strengths of this seminar?

2. What do you think were the weaknesses of this seminar?

3. How would you suggest this seminar be improved?