TRAINING PLAN

Course CONTACT CENTER SERVICES NC II

Unit Of APPLY QUALITY STANDARDS
Competency
Module Title APPLYING QUALITY STANDARDS
Modality BLENDED ONLINE
LEARNING CONTENTS LEARNING RESOURCES
OUTCOMES
LO1. Assess Quality  CBLM (e-CBLM), CCS NC II Applying Quality
quality of checking Standards
received procedures Video on Quality Assurance
materials https://www.youtube.com/watch?v=Pvq_XKXMV3o

Quality  Google search keyword:

workplace Quality assurance
procedures

LO2. Assess Identifying  CBLM (e-CBLM), CCS NC II- Applying Quality

own work errors Standards
(deviation  Video on Quality Event Management
from https://www.youtube.com/watch?v=SS9UBRHDk10
customer and  Video on Quality Indicators
organization https://www.youtube.com/watch?v=W-DN3SedX6o
requirements)

Workplace
quality
indicators
LO3. Engage Quality  CBLM (e-CBLM), CCS NC II- Applying Quality
in quality improvement Standards
improvemen processes  Video on Introduction to Quality Improvement
t https://www.youtube.com/watch?v=f-FbIA3ezBw
Customers’  Video on the 3C’s of Customer Satisfaction
Satisfaction https://www.youtube.com/watch?v=8EeiY24AJdc
 TRAINING PLAN
Course CONTACT CENTER SERVICES NC II
Unit of PERFORM COMPUTER OPERATIONS
Competency
Module Title PERFORMING COMPUTER OPERATIONS
Modality BLENDED ONLINE
LEARNING CONTENTS LEARNING RESOURCES
OUTCOMES
LO 1: Plan Basic ergonomic of  CBLM (e-CBLM), CCS NC II Performing
and Prepare keyboard and Computer Operation
the task to computer use  Video on Forearm, Wrist and Hand Pain from
be working with computers: Good Use Ergonomics
undertaken Main types of https://www.youtube.com/watch?
computers and basic v=bDF92KpSpq4
features of different  PowerPoint Presentation on Parts and Ports of
operating systems Computer

Main parts of a
computer

Storage devices and

basic categories of
memory
Relevant types of
software

OH & S principles
and responsibilities

LO 2: Input Standard operating  CBLM (e-CBLM), CCS NC II Performing

Data into a procedures in Computer Operation
Computer entering and saving  Video on Storage Devices
data into the https://www.youtube.com/watch?
computer v=OsEDJM9NuGA

Storage media

Ergonomic guidelines

LO3. Access Procedures/Techniqu  CBLM (e-CBLM), CCS NC II Performing

information es in Accessing Computer Operation
using Information  Video on Learn the basics of touch typing with
computer KeyBlaze
Desktop Icons https://www.youtube.com/watch?
v=2S3lhm8LaZo
Keyboard Techniques
Based on OHS
Requirements
LO 4: Cleaning, Minor  CBLM (e-CBLM), CCS NC II Performing
Produce / Maintenance and Computer Operation
Output data Replacements of
using Consumables
computer
system Creating More Space  PowerPoint Presentation on How to Scan
in the Hard Disk Viruses using different application

Reviewing Programs

LO5. Use Web surfing  CBLM (e-CBLM), CCS NC II Performing

basic Web browsers Computer Operation
functions of Search engines  Google search keywords:
a web What is the internet
browser to URLs and keywords What is HTTP?
locate Links Terminologies in internet
information Bookmarking Web browsers
LO6. Deleting Unwanted  CBLM (e-CBLM), CCS NC II Performing
Maintain Files Computer Operation
computer  PowerPoint Presentation on How to Maintain
equipment Checking Hard Disk Hard Disk Drive
and systems for Errors

Viruses and Up to
Date Anti-Virus
Programs
TRAINING PLAN
 COURSE CONTACT CENTER SERVICES NC II
Unit Of COMMUNICATE EFFECTIVELY IN ENGLISH FOR CUSTOMER
Competency SERVICE
Module Title COMMUNICATING EFFECTIVELY IN ENGLISH FOR CUSTOMER
SERVICE
Modality BLENDED ONLINE
LEARNING CONTENTS LEARNING RESOURCES
OUTCOMES
LO1. Vocabulary  CBLM (e-CBLM), CCS NC II,
Demonstrate Communicating Effectively in
an ability to English for Customer Service
express oneself • Videos: English Vocabulary Lessons
in a clear and Grammar with JenniferESL (YouTube)
concise https://www.youtube.com/playlist?
manner list=PL40CC3FD5FE42551D
Pronunciation • PowerPoint Parts of Speech
• PowerPoint: Verb Tenses
 Task Sheet 1.2-1 on
Conjugation of Verb Tenses
 PowerPoint: Pronoun Antecedent
Agreement
 Video on Stress and Pronunciation
https://www.youtube.com/watch?
v=kIapQVNq3D4
 PowerPoint on Stress and
Intonation
LO2. The Communication Process  CBLM (e-CBLM), CCS NC II,
Demonstrate Communicating Effectively in
an ability to English for Customer Service
listen and  Task Sheet 1.2-1
comprehend Idiomatic Expressions Communication Analysis:
effectively Barriers to Communication
 Task Sheet 1.2-2 Idioms
Active Listening  PowerPoint: Popular Idioms used in
Communication
 Video on Active Listening
https://www.youtube.com/watch?
v=JAuJQwvx71Y

TRAINING PLAN
 Course CONTACT CENTER SERVICES NC II
Unit Of PERFORM CUSTOMER SERVICE DELIVERY SERVICES
Competency
Module Title PERFORMING CUSTOMER SERVICE DELIVERY SERVICES
Modality BLENDED ONLINE
LEARNING CONTENTS LEARNING RESOURCES
OUTCOMES
LO1. Call flow  CBLM (e-CBLM), CCS NC II,
Demonstrate Performing Customer Delivery
an ability to Processes
answer or  PowerPoint: The Call Flow
make a call Inbound call procedures  Video on Breaking Down the Call Flow
https://www.youtube.com/watc
h?v=aySYg9v96h0
Outbound call procedures  Video on Basic Call Handling Tips
(with Sample Call Flow)
https://www.youtube.com/watc
h?v=AAAwrMyDrlE&t=798s
 Task Sheet 2.1-1 on Scripting
 Job Sheet 2.1-2 Inbound Mock
Call
 Video on Mock Call Practice
https://www.youtube.com/watch?
v=tCF06bQk7_0
 Job Sheet 2.1-3 Outbound Mock
Call
 Video on Simple Outbound Call
https://www.youtube.com/watch?
v=6UWzVyNtbS0&t=7s

LO2. Types of customers  CBLM(e-CBLM), CCS NC II, Performing

Demonstrate Customer Delivery Processes
an ability to Customer Needs  Task Sheet 2.2-1 on Identifying
identify a Types of Customers
customer  Video on Types of Customers
need Service mentality https://www.youtube.com/watch?
v=p6TzRYOk_DY
 PowerPoint on Customer Needs
 Video on Service Mentality
Culture Awareness https://www.youtube.com/watch?
v=k2wAUaiv2YU
 PowerPoint on US Culture
 PowerPoint on UK Culture
 PowerPoint on Australian Culture
 PowerPoint on Canadian Culture
LO3. Effective Response Enablers  CBLM (e-CBLM), CCS NC II,
Demonstrate Performing Customer Delivery
an ability to Processes
capture and  PowerPoint on Effective Response
provide Enablers
information Giving Instructions and  Video on Effective Response
and/or directions https://www.youtube.com/watch?
directions v=mURY03TSabQ
 Task Sheet 2.3-2 on Giving
Instructions and Directions
 Job Sheet 2.3-2 Call Simulation
 PowerPoint on Hold and Transfer
Procedure
 Task Sheet 2.3-3 Hold and
Transfer Procedure Scripting
 Video on Hold Procedure
https://www.youtube.com/watch?
Hold and Transfer Protocols v=65wlUC5mBEs
 Video on Warm and Cold Transfer
https://www.youtube.com/watch?
v=5gl-kYEIy4c
 TRAINING PLAN

Course CONTACT CENTER SERVICES NC II

Unit of DEMONSTRATE ABILITY TO EFFECTIVELY ENGAGE CUSTOMERS
Competency
Module Title DEMONSTRATING ABILITY TO EFFECTIVELY ENGAGE CUSTOMERS
Modality BLENDED ONLINE
LEARNING CONTENTS LEARNING RESOURCES
OUTCOMES
LO1. Empathy vs  CBLM (e-CBLM): CCS NC II-Demonstrating an Ability
Demonstrat Sympathy to Effectively Engage Customers
e an ability  Video on Empathy vs Sympathy
to empathize https://www.youtube.com/watch?v=35Wt8LhoVHA
to the
customer

LO2. Handling Irate  CBLM (e-CBLM): CCS NC II-Demonstrating an Ability

Demonstrat Customers to Effectively Engage Customers
e an ability  Task Sheet 3.2-1 on Handling Irate Customers
to manage  Job Sheet 3.2-1 Simulation on Effective
difficult Interpersonal Relationship with the Customers
situations  Video on Mock Calls- Handling Irate Customers
https://www.youtube.com/watch?v=evSeZm2iFKo
Handling  Task Sheet 3.2-2 on Handling Customer
Customer Complaints
Complaints  Video on Handling Customers
https://www.youtube.com/watch?v=LiNyzOmW4dQ