Contact Center Services NC II

Program : CONTACT CENTER SERVICES NC II

Course Code : CCM 224

Course Title : Practicing career professionalism (Customer

Service Management –PLDT CCM 224)/
Applying quality standard (Customer Service
Management -PLDT CCM 224)/
Delivering quality customer service (Customer
Service Management -PLDT CCM 224)

Course Credit : 3 units Contact Hours : 54

BULACAN POLYTECHNIC COLLEGE

Bulihan, City of Malolos
COURSE DESCRIPTION: This course aims to develop interpersonal and
Customer Service Skills by learning techniques for effective communication
and information about Business Process Outsourcing specifically the Call
Center, following a Communicative Approach Learning.
LEARNING OUTCOMES
Expected Graduate
General Learning Outcomes
Attributes

• Well- rounded • Discuss the roles of a Customer Service

individuals
• Trainable and flexible
• Critical and creative
thinkers
• Morally and socially
responsive
Representative.
• Describe the three levels of active listening
and their importance.
• Enumerate the usual causes of customers
anger and the ways in proper ways in
dealing with them.

TEACHING METHODOLOGIES
1. Dyadic conversation
2. Role playing scenario and other oral activities
3. Discussion/Demonstration
4. Video presentation

GRADING SYSTEM
Seatworks/ Assignments/ Quizzes 30%
Projects/ Laboratory Activity 30%
Term Examination 30%
Attendance 10%
100%

GRADES PERCENTAGE DESCRIPTIVE RATING

1.00 98- 100 Excellent
1.25 95-97 Excellent
1.50 92-94 Very Good
1.75 89-91 Very Good
2.00 86-88 Good
2.25 83-85 Good
2.50 80-82 Satisfactory
2.75 77-79 Satisfactory
3.00 75-76 Passed
4.00 73-74 Lacking Requirements
5.00 72 and below Failed

Bulacan Date Developed:

CONTACT CENTER June 2020
SERVICES NC II Polytechnic Date Revised: Page 2 of 80
Customer Service College July 2020
Management –PLDT Developed by:
Document No.
CCM 224 Kristine Grace Flores LPT Revision # 02
60-CCM 224
COURSE POLICIES
1. Student is expected to participate to the best of his/her abilities in whatever activity
is scheduled per module in accordance to his/her preferred but approved mode of
learning such as any or combination of the following:
a) online using the institution’s learning management system “BPC eLearning”
b) modular (print out or in flash disk for pick up or courier/drop box).
2. The rule on failing mark for 20% unexcused absences cannot be enforced due to
allowed flexible schedule during this time of pandemic instead a student has to be
mindful of the required pre-scheduled submission/compliance of the requirements.
3. Assessment of learning shall be done for every module; however, there shall be two
summative tests that a student needs to undergo before the semester ends. For a
student who opted to have summative exam online, it has to be real time and there
should be somebody who would video him/her to prove that he/she is really the one
answering the test. However, if there is no more community quarantine, the summative
exam shall be done by batch and in school.
4. Mid-Term and Final Exams shall be given only to students who have completely or
partially settled their accounts for the specified period.
5. Student will be held responsible for all assignments and requirements missed for the
entire content on the course regardless of the mode of learning he/she has chosen.
6. Only students officially enrolled in the course will be allowed to attend the class.
7. The professor is not obliged to give a special or late test to any student who fails to take
an examination at the scheduled time, except upon presentation of any certificate (e.g.
medical certificate, etc.), or excuse letter scrutinized by the subject teacher in terms of
its veracity.
8. When given a grade of INC. (Incomplete), the student shall complete the grade within
one year; otherwise, a grade of 5.0 will be given automatically by the registrar.

Bulacan Date Developed:

CONTACT CENTER June 2020
SERVICES NC II Polytechnic Date Revised: Page 3 of 80
Customer Service College July 2020
Management –PLDT Developed by:
Document No.
CCM 224 Kristine Grace Flores LPT Revision # 02
60-CCM 224
 CONTACT CENTER SERVICES NC II
MODULE MATERIALS

List of Modules

No. MODULE
MODULE TITLE
CODE
The Call Center Industry: How you fit into the
1. Picture CCM 224-1

What is a CSR?
2 CCM 224-2
Empathy
3 CCM 224-3
Active Listening
4 CCM 224-4
Basic needs of a customer
5 CCM 224-5

Bulacan Date Developed:

CONTACT CENTER June 2020
SERVICES NC II Polytechnic Date Revised: Page 4 of 80
Customer Service College July 2020
Management –PLDT Developed by:
Document No.
CCM 224 Kristine Grace Flores LPT Revision # 02
60-CCM 224
 The Call Center
Industry: How you
fit into the
Picture

Bulacan Date Developed:

CONTACT CENTER June 2020
SERVICES NC II Polytechnic Date Revised: Page 5 of 80
Customer Service College July 2020
Management –PLDT Developed by:
Document No.
CCM 224 Kristine Grace Flores LPT Revision # 02
60-CCM 224
 MODULE CONTENT

COURSE TITLE: Customer Service Management –PLDT

MODULE TITLE: The Call Center Industry: How you fit into the
Picture

NOMINAL DURATION: 3 HRS ( NO. of Hours per topic)

SPECIFIC LEARNING OBJECTIVES:

At the end of this module you MUST be able to:
1. Clearly discuss the Business Outsourcing Process.
2. Properly describe and demonstrate the roles of a customer service
representative (CSR).

TOPIC:
1. The call center industry
2. Business Process Outsourcing
3. ePLDT Ventus Contact Centers

ASSESSMENT METHOD/S:
Quiz
Activity

REFERENCE/S:
https://www.abetteranswer.com/blog/how-to-handle-customer-complaints-the-right-way
https://www.talkdesk.com/blog/10-steps-to-effective-problem-solving-for-call-center-agents/
https://www.livechat.com/success/types-of-customers/
https://www.callcentrehelper.com/how-best-to-deal-with-angry-customers-184.htm
https://www.callcentrehelper.com/the-right-words-and-phrases-to-use-with-an-angry-
customer-30110.htm
forwardbpo.com/call-center-industry-in-the-philippines/
https://www.bloomberg.com/profile/company/1428279D:PM
https://en.wikipedia.org/wiki/EPLDT_Ventus
https://www.upwork.com/o/companies/~01283669b6d99df57b/
https://blueocean.ca/wp-content/uploads/2014/04/HOW-TO-HIRE-PEOPLE-THAT-FIT.png
https://toppng.com/
https://advancio.com/what-is-bpo-business-process-outsourcing/
http://www.errandsservices.com/inbound-call-center-vs-outbound-call-center-whats-more-
promising/

Bulacan Date Developed:

CONTACT CENTER June 2020
SERVICES NC II Polytechnic Date Revised: Page 6 of 80
Customer Service College July 2020
Management –PLDT Developed by:
Document No.
CCM 224 Kristine Grace Flores LPT Revision # 02
60-CCM 224
 Information Sheet CCM 224
The Call Center Industry: How you fit into the Picture

Learning Objectives:
After reading this INFORMATION SHEET, YOU MUST be able to:
1. Describe the call center industry
2. Explain the Business Process Outsourcing
3. Give details about ePLDT Ventus Contact Centers

The Call Center Industry

N owadays, there’s no doubt that call center services in the

Philippines have done its fair share of contributions to the country’s economy
and labor force. Thousands and thousands of applicants have ventured into
this field of employment due to the perks one can get, as well as the benefits
one may gain from this line of work. In short, the BPO industry has given
people from all walks of life the chance to earn for themselves and for their
families. But when did all this start?

Bulacan Date Developed:

CONTACT CENTER June 2020
SERVICES NC II Polytechnic Date Revised: Page 7 of 80
Customer Service College July 2020
Management –PLDT Developed by:
Document No.
CCM 224 Kristine Grace Flores LPT Revision # 02
60-CCM 224
 For those wishing to venture into this field, then this piece is definitely
for you. If you’re looking for what started this professional phenomenon, here
are some key aspects that detail the history of call center services:
Here’s just a brief overview showcasing the industry’s journey:

▪ 1990s – A Decade of Many Firsts

▪ 1992 – The country’s very first contact center was established by Frank
Holz.
▪ 1995 – The Philippine Economic Zone Authority, commonly known as
PEZA, was instituted. This initiative helped attract foreign investors by
offering tax incentives and lowering area requirements.
▪ 1997 – The country had its very first BPO multinational company
▪ 1999 – Jim Franke and Derek Holley founded the Philippines’ 1st call
center company
▪ 2000s – Years of Growth and Achievements
▪ 2000 – The BPO industry was able to contribute 0.075% to the nation’s
GDP
▪ 2001 – Then Trade Secretary Mar Roxas established the Contact Center
of the Philippines. The organization was formed mainly to promote
awareness and exchange ideas within members of the contact center
industry.
▪ 2005 – From 0.075%, the industry’s GDP contribution climbed to 2.4%
in less than five years. Another highlight was the 3% global market share
gained by the country.
▪ 2006 – The start of the industry’s annual growth of 46%
▪ 2010 – The Philippines was declared the world’s BPO capital as it
provided jobs to 525,000 Filipinos and generated a revenue of $8.9bn
▪ 2011 – We surpassed the previous year’s figures as the number of
employed by the industry reached 638,000 an GDP climbed to 4.9%
▪ 2012 – GDP continued to grow as it reached a solid 5.4%
▪ 2013 – Full-time employees reached a whopping 900,000 as the revenue
climbed further to $15.5bn

The Future

Although GDP for 2017 fell 0.2% short of 2016’s 6.9%, the future is still
great for industry as it gears towards high-value services like web application
development and financial services. It’s also expected that drive the demand for
office space and bring even more jobs just in 2018.

What is a call center?

A call center is a centralized office used for the purpose of receiving and
transmitting a large volume of requests by telephone. A call centre is operated
by a company to administer incoming product support or information inquiries
from consumers.

Bulacan Date Developed:

CONTACT CENTER June 2020
SERVICES NC II Polytechnic Date Revised: Page 8 of 80
Customer Service College July 2020
Management –PLDT Developed by:
Document No.
CCM 224 Kristine Grace Flores LPT Revision # 02
60-CCM 224
Business Processing Outsourcing

B usiness process outsourcing (BPO) is the contracting of non-

primary business activities and functions to a third-party provider. BPO
services include payroll, human resources (HR), accounting and customer/call
center relations. BPO is also known as information technology enabled services
(ITES).

Different Types of Services Being Offered By BPO

▪ Customer Support Services – It is on a 24/7 and 365 days basis like,

customers calling to verify their account status, customers calling to
check their reservation status etc.

▪ Technical Support Services – Like customers calling to understand how to

dial up to their ISP, customers calling with a problem with their software
or hardware.

▪ Employee IT Help-desk Services - Our employee IT help-desk services

provide technical problem resolution and support for corporate
employees.

▪ Telemarketing Services - It includes the outbound calling services for the

sales promotion.

▪ Data Conversion Services - it includes Data Conversion for databases,

word processors, spreadsheets, and many other standard and custom-
made software packages as per requirement.

Bulacan Date Developed:

CONTACT CENTER June 2020
SERVICES NC II Polytechnic Date Revised: Page 9 of 80
Customer Service College July 2020
Management –PLDT Developed by:
Document No.
CCM 224 Kristine Grace Flores LPT Revision # 02
60-CCM 224
 ▪ Book Keeping and Accounting Services - These services include the
maintenance of various books and ledgers of the firms.

The Two Types of Call

Outbound Call
An outbound call center is one in which call center agents make
outbound calls to customers on behalf of a business or client. Calls made
from the center can include telemarketing, sales or fund-raising calls, as well
as calls for contact list updating, surveys or verification services. Outbound
calls include Advisories, Sales Verification, Customer Services, Surveys and it
is usually the call center agent who calls the client.
Inbound Call
An inbound call is one that a customer initiates to a call center or
contact center. Inbound Calls include Inquiries, Technical Help, Complaints
as well as Customer service and in this situation it is the client who calls the
call center agent

ePLDT Ventus Contact Centers

A subsidiary of the Philippine Long Distance Telephone Company

(PLDT), the dominant telecommunications solutions provider in the Philippines,
ePLDT Ventus operates 7 world class customer contact centers across the
Philippines.

Bulacan Date Developed:

CONTACT CENTER June 2020
SERVICES NC II Polytechnic Date Revised: Page 10 of 80
Customer Service College July 2020
Management –PLDT Developed by:
Document No.
CCM 224 Kristine Grace Flores LPT Revision # 02
60-CCM 224
 For those clients who are looking for a comprehensive customer
interaction solution, ePLDT Ventus offers a wide array of high quality, voice
and non-voice services. Our fully integrated delivery platform provides clients
with the flexibility to pick and choose the channels that best meet their needs,
whether that be voice, e-mail, fax, chat, web-based support or back-office
processing.

ePLDT Ventus, Inc., now rebranded as SPi CRM, is a subsidiary of the

Philippine Long Distance Telephone Company (PLDT), a telecommunications
solutions provider in the Philippines.

SPi CRM Inc, doing business as Inspiro, provides information

technology services. The Company offers customer relationship management
outsourcing, interactive voice response, managed IT, contact center, and
omnichannel solutions. Inspiro serves the media and entertainment,
telecommunications, travel and hospitality, retail and e-commerce, and
banking industry.

Bulacan Date Developed:

CONTACT CENTER June 2020
SERVICES NC II Polytechnic Date Revised: Page 11 of 80
Customer Service College July 2020
Management –PLDT Developed by:
Document No.
CCM 224 Kristine Grace Flores LPT Revision # 02
60-CCM 224