1.

Contact Center Services

A contact center -- also referred to as a customer interaction center or e-contact

center – is a central point from which all customer interactions across various channels are
managed. Their primary purpose is to provide customers with efficient and effective technical
support, customer service and sales assistance.
The contact center typically includes one or more call centers, but may also include
other types of customer contact, including emails, webchats and social media interactions.
Contact centers are often integrated into an enterprise's customer relationship management
(CRM) strategy.
Contact centers are growing in importance as customers increasingly expect
businesses to be consistently available on various channels, not just over the phone. The
multichannel approach that contact centers take allows them to create better customer
experiences by refining customer service, increasing efficiency and improving their insights
into their customers' behaviors and needs.

Contact Center vs. Call Center

Contact centers and call centers are both centers for customer service, and the two terms
are often used interchangeably. However, the primary difference between the two is that call
centers only manage inbound or outbound calls, while a contact center offers
omnichannel customer support, including email, chat, voice over IP (VoIP) and website
support.
 Key features of a contact center include:
 Advanced call distribution, which allows contact center service providers -- called agents
-- to maximize the number of calls taken while maintaining a positive
customer experience.
 Real-time reports, which enable contact centers to observe and analyze agent
performance and customer satisfaction in real time across the various channels used.
 Scripts, which provide agents with a framework for providing callers with effective
support and generating sales; and
 Interchangeable assignments, since agents share contacts and objectives, thus allowing
them to work as a team even while maintaining individual stations.

Contact centers possess several advantages

over call centers:
For example:

Contact Centers allow customers to self-serve and solve their own problems by
offering two-way, keyword-driven instant messaging and text messaging or
communication with a chatbot. This self-service decreases the amount of time agents spend on
the phone, which in turn reduces customers' wait times and lowers overall costs.

Types of Contact Centers

  Hardware contact centers 

are installed and hosted on physical servers within a business's premises. Consequently,
hardware contact centers depend on businesses having sufficient space and capacity to house
and maintain the servers, effective disaster recovery procedures and competent hardware update
processes.

 Cloud-based contact centers 

are hosted on a cloud provider's internet server and are the point from which all
inbound and outbound communications filter. Cloud-based contact centers are accessible
anywhere via the internet and function the same as other contact centers.

 Hosted contact centers 

are centers where the contact center infrastructure is outsourced to another

company that manages the systems externally. This often leads to a better return on investment
(ROI) for companies by minimizing upfront the infrastructure's costs and maintenance.

 Virtual contact centers 

enable a company's agents to work remotely from home. Virtual contact

centers create flexibility and comfort for the agent, while simultaneously lowering costs for the
company.

Contact Center capabilities and infrastructure

The contact center infrastructure that is necessary to support communications may be
located on the same premises as the contact center -- as with hardware centers -- or it can be
located externally -- as with the other three types.
In an on-premises scenario, the company that owns the contact center also owns
and manages its own hardware and software. This requires staffing and IT investments that
some companies choose to forego by outsourcing those tasks to cloud providers or hosting
companies.
Contact center performance is often supported by operations research and analysis
as well as mathematical models, such as queuing theory. However, contact centers support
multiple channels, so they do not have to support universal queuing. They may instead use
separate systems with varying business processes.

The future of contact centers

As technology evolves and customers rely on more communication channels, contact
centers will have to continue to adapt and grow.

Contact center trends that have affected contact center communications in recent years, and
continue to do so, include:
 Social media
 Social media platforms, such as Twitter, have become popular customer communication
platforms, making it important for companies to support these channels.
 Mobile access
Customers demand support for mobile-friendly communication services, such as application
and text support.
 Video telephony
IP/video telephony services such as FaceTime and Skype enable customers to interact
with companies using video chat, allowing for more personal, face-to-face interactions.
 Advanced analytics
Analytics play an increasingly important role in predicting customer behavior. Speech
analytics is also used to monitor, evaluate and train contact center employees. 

A highlight of the future of contact centers, looking at social media, mobile access and video telephony. Furthermore,
advancements in artificial intelligence (AI) and augmented reality (AR) technology are coming quickly. AI and AR are both expected
to take on prominent roles within contact centers. Currently, AI development has placed a spotlight on agent-assist tools that can
listen in on calls and follow agent prompts to crawl customer service records and suggest answers to customers' problems during a
live conversation. AR introduces the ability to add a visual element to live agent and customer interactions. Agents will be able to
suggest and show solutions to technical problems that verbal descriptions over the phone or chat can't replicate.

2. Personal Entrepreneurial Competencies (PECS)

 Entrepreneurs are people with skills and capabilities to see and evaluate business
opportunities. They are individuals that can strategically identify products or services needed by the
community and they have the capacity to deliver these at the right time and at the right place.

Entrepreneurs are agent of economic change; they organize, manage and assume risks of a
business. Some of the good qualities of an entrepreneur are opportunity seeker, risk taker, goal
setter, excellent planner, a confident problem solver, hardworking, persistent and a committed
worker.

Entrepreneurship on the other hand is not just a simple business activity. It is a strategic
process of innovation and new venture creation. Basically, entrepreneurship is both an art and
science of converting business ideas into marketable products or services to improve the quality of
living.

The entrepreneurial competencies refer to the important characteristics that should be

possessed by an individual in order to perform entrepreneurial functions effectively. In this module,
you will learn some of the most important characteristics, attributes, lifestyle, skills and traits of a
successful entrepreneur in order to be successful in a chosen career.

Below are few important characteristics / traits / attributes of a good entrepreneur:

 Hardworking: One of the important characteristics of a good entrepreneur is hardworking.

This means habitually working diligently for a long period of hours. Hardworking people
keep on improving their performance to produce good products and or provide good
services.

 Self-confident: Entrepreneurs have confidence in one’s ability and own judgment. They
exhibit self-confidence in order to cope with all the risks of operating their own business.

 Discipline: Successful entrepreneurs always stick on the plan and fight the temptation to do
what is unimportant.

 Committed: A good entrepreneur accepts full responsibility of everything in his/her

business. He/she gives full commitment and solid dedication to make the business
successful.

 Ability to accept change: Nothing is permanent but change. Change occurs frequently.
When you own a business, you should cope-up and thrive on changes. Capitalize on positive
changes to make your business grow.

 Creative: An entrepreneur should be creative and innovative to stay in the business and in
order to have an edge over the other competitors.

 Has the Initiative: An entrepreneur takes the initiative. You must put yourself in a position
where you personally are responsible for the failure or success of your business.

 Profit-Oriented: Entrepreneur enters into the world of business to generate profit or

additional income. This shall become the bread and butter for you and for the family as well.
Therefore, you must see to it that the business can generate income.

Listed below are the important skills of a successful entrepreneur.

 Planner: Planning is a strategic thinking and setting of goals to achieve objectives by

carefully maximizing on all the available resources. A good entrepreneur develops and
applies step-by-step plans to realize goals. A good entrepreneur knows that planning is an
effective skill only when combined with action.
  People Skills: Is a skill which is very important in order to be successful in any kind of
business. People skills refer to an effective and efficient communication and relation to
people working in and out of your business. In day-to-day business transactions, you need to
deal with people. A well-developed people skill can spell out the difference between success
and failure of the business.

 Decision Making: Successful entrepreneurs have the ability to think quickly and make a
wise decision towards the pre-determined set objectives. No one can deny that the ability to
make decision is an important skill that an entrepreneur should possess. Sound decision
should spring out from given facts and information and should be towards the pre-
determined objectives.

3. Environment and Market (EM)

People who aspire to start a business needs to explore the economic, cultural and social
conditions prevailing in the area. Needs and wants of the people in a certain area that are not met
may be considered as business opportunities. Identifying the needs of the community, its resources,
available raw materials, skills, and appropriate technology can help a new entrepreneur in seizing a
business opportunity.

To be successful in any kind of business venture, potential entrepreneurs should always look
closely at the environment and market. They should always be watchful on the existing
opportunities and constraints. The opportunities in the business environment are those factors that
provide possibilities for a business to expand and make more profits. One of the best ways to
evaluate the opportunities and constraints is to conduct (Strengths, Weakness, Opportunities and
Threats) SWOT Analysis.

SWOT analysis is a managerial tool to assess the environment. This gathers important
information which in turn is used in strategic planning. Strengths and weaknesses are internal in an
organization. Basically, they relate to resources owned by organization, things that you have
control over and as well as to the extent of its marketing.

Opportunities and threats exist in the external environment. Opportunities relate to the
market, to the development of new technologies, and external factors such as government policies,
climate, and trends. Threats relate to what the competition is doing as well as legal and other
constraints.

Everyone has his/her own needs and wants. However, people have different concepts of
needs and wants. Needs in business are important things that every individual cannot do without in
a society. These include:
1. Basic commodities for consumption,
2. Clothing and other personal belongings,
3. Shelter, sanitation and health, and
4. Education

Basic needs are essential to every individual so he/she may be able to live with dignity and
pride in the community of people. These needs can obviously help you generate business ideas and
subsequently to product development.

Wants are desires, luxury and extravagance that signify wealth and an expensive way of
living. Wants or desires are considered above all the basic necessities of life. Some examples are
the eagerness or the passion of every individual which are non-basic needs like; fashion
 accessories, expensive shoes and clothes, travelling around the world, eating in an exclusive
restaurant; watching movies, concerts, having luxurious cars, wearing expensive jewelries,
perfume, living in impressive homes, and others.
Needs and wants of people are the basic indicators of the kind of business that you may
engage into because it can serve as the measure of your success. Some other good points that might
be considered in business undertakings are the kind of people, their needs, wants, lifestyle, culture
and tradition, and social orientation that they belong to.

4. Communicating Effectively in English

There are several ways to communicate and share information and message nowadays. With the
advent of technology, communication is not only limited to verbal and written way. One may also
send a message through electronic methods such as e-mail, chat, and the like. In this part of the
module, you will explore the different ways to communicate and the different pathways of
communication in the Contact Center Service industry.

4.1 Communication Pathways

More often than not, Contact Center Services providers communicate verbally. Verbal
communication in this industry may occur in phone or in person. In this type of communication,
the message is transmitted verbally. Hence, it is important to remember the acronym KISS (Keep it
short and
simple).

For example:

A. I understand that you lost the receipt but we have to follow the standard procedure regarding
return of items without receipt.

B. I understand your concern. However, we have procedures to follow regarding the matter.

Statements A and B contain the same message. However, statement B transmits the message in a
simpler yet more concise way. Verbal communication may either be oral or written. Written
communication is also a common form of communication. These are printed messages such as
memos, proposals, training manuals, company policies, and letters. Written communication is
asynchronous, which means that it occurs at different times. The sender may write a message that
the receiver may read anytime. Oral communication occurs in telephone calls. Call handling skills
are the skills that you have to possess to be part of the Contact Center Service industry.

E-mails and other electronic methods of sending message can be classified under written
communication. An E-mail is the inter-office and inter-organization mail system. It is a system of
worldwide electronic communication in which a computer user can compose a message at one
terminal that can be regenerated at the recipient’s terminal. E-mails are also asynchronous.
Businesses nowadays rely on the use of e-mail as a form of communication internally (within the
company) and externally (outside the company).

Let us compare the different types of communication. Look at table 2 below.

 Table 2. Advantages and Disadvantages of the Different Ways to Communicate

It is also important to identify your communication pathways as a Contact Center Services

provider. In this industry your, primary communication pathway, is from you as an agent to your
customer. In this pathway you will be maximizing the use of oral communication since most of
your customers are located off-shore. Nevertheless, you are not limited to this pathway.
Communicating with the people around you in the workplace is also a part of your job. You
communicate, whether oral or written, with your supervisors, peers, and subordinates.

4.2 Elements of Communication

Communication is a process where the message is packaged, channeled, and conveyed by a sender
to a receiver through a certain medium. It is a process in the sense that steps have to be done in a
particular order.
The communication process has the following elements:
1. Message
Message is the most essential part of the communication process. A message may
come in different forms such as a letter, a phone call, a video presentation, an email, or a
face-to-face interaction. It is not what the sender intends it to be but how the receiver
understood the information he/she received. Therefore, the sender should carefully craft
his/her message using good grammar and proper choice of words.
Example:
 an order
 your new schedule
 a co-worker’s request
2. Sender
The sender initiates the communication. He/she decides what message to send and in
what medium the message will be sent. It is the job of the sender to encode the message. In
doing so, the sender should always keep in mind an understanding of who the receiver is
to make the information more relevant and appropriate.
Example:
 the client or customer placing an order
 your supervisor giving a memo
 your co-worker sending an email

3. Transmission medium
Transmission medium is the immediate form in which the message is being
communicated. Message may be communicated in the form of a letter, a voice call, or an e-
mail.
Example:
 a phone call
 a memo
 an e-mail
 4. Recipient
Recipient or the receiver is the party to whom the message is intended to. He/she is
the one who interprets the message. The recipient/receiver may not necessarily be an
individual person. A recipient may also be a group of people such as an audience.
Example:
 a customer sales representative
 an employee
 a fellow co-worker
5. Noise
Anything that interferes with the communication process between the sender and the
recipient is called noise. Noise, sometimes called interference, may change the meaning of
the message sent. Most of the time, message is not received exactly the way the sender
intends
it to be. The presence of noise in all aspects of communication makes it impossible. Noise
can either be internal or external. External noise refers to the physical environment which
includes physiological condition while internal noise includes psychological noise. An
example of psychological noise is a divided attention of a recipient.
Example:
 loud music from the radio (external)
 on-going construction outside the office (external)
 an agent is hungry (external)
 an agent is thinking of her sick puppy while on a call (internal)
 an interviewee who has low self-esteem (internal)

6. Context
Context is the personal background of the communicators or the background of a
communicative situation that may affect the transmission of message.
Example:
 gender preference
 race
 religious beliefs
 educational attainment
 during a war
 during a crisis

4.3 Barriers of Communication

Communication is not a one-way street. Barriers may come from both ends of the
communication line. They are always present. A person with good communication skill can
identify the presence of these barriers and take necessary actions to avoid, if not to eliminate them.
The most common and easiest to identify among the barriers to communication is noise. It has been
an indispensable in the communication process which has already been discussed in the previous
lesson. External noise, which may be physical noise, can immediately affect the quality of
communication.
It may be a radio turned up high, an ongoing construction outside your office building, or
even your co-worker next you tapping his hand on the desk. These kinds of noise make it difficult
for you to understand your caller and they also make it difficult for your caller to understand you.

Time can also be a barrier to communication. It affects communication most especially in written
communication. Letters and memoranda not sent or received at the right time may cause major
misunderstanding between the communicators. If an employee fails to provide a letter of
explanation
because he/she did not receive the memorandum on time, he or she may get dismissed from work.
In addition, time can also affect the quality of verbal communication. Let us take the case of a
 customer in a hurry. He is placing an order and he is getting frustrated with the slow procedure.
This may mean that the customer is no longer paying attention to the details you are telling him.

The quality of message may also be a barrier to communication. Unclear messages may result
from vague and ambiguous sentences. For example, “He found a bat in the room”. The word ‘bat’
has several meanings. It could either be a baseball bat or a flying mammal. Choice of words can
also affect the quality of message. The use of jargon in statements can also make messages
unclear. Jargon is a language that is specific to a profession. It is a specialized vocabulary of any
profession or industry. These words are difficult to understand by people who are not practitioners
of that profession.

Below are some examples of jargons.

Barriers to communication can go as deep as the cultural level. The difference between the
culture of the sender and the receiver can greatly affect the communication process. If the sender
and receiver have different cultures, ethnocentrism may occur. Ethnocentrism is the act of judging
the culture of others on the basis of what is acceptable in the culture of one communicator. It
includes the idea that one culture is superior of others.
Prejudgment can also be a barrier to communication. It is the act of judging what someone
has to say even before he/she speaks. You may also prejudge by dismissing someone’s ideas
because of the belief that you know what the other person has to say. It is neither productive nor
polite.

5. DELIVERING QUALITY CUSTOMER

SERVICES
 The quality of service is of utmost importance in the Business Process Outsourcing world.
The exchange of ideas between the service provider and the client, which requires good
communication skills acquired, helps you to accurately impart ideas to your would-be clients. This,
however, is just a part of the whole process. There is still a need for hands-on training and industry-
based simulation which will permit application of communication skill concepts that are part of a
telemarketing or call center agent’s role.
Overall customer satisfaction is determined by the quality of your service. Improved
customer experience later on builds lasting and profitable relationships which is one of the many
advantages of a quality customer service.
The BPO/Call Center Industry
The world adapts to the fast-paced developments brought about by globalization and technological
advancements. As a result, major changes in the industries introduced various means to minimize
or reduce production expenses while maximizing profit.
This is one of the many reasons why companies channel the processes of their production or
service to third-party clients which lead to the birth of BPOs.
As part of the industry, the terms customers, clients, call center agents and representatives will be
used frequently throughout the module.
Customers refer to the people who are current or potential buyers, subscribers, account owners or
patrons of the industry who enters into transaction with you through information technology (IT)
assisted devices like computers, telephones and mobile phones.
Clients refer to companies you will represent.

What is BPO?
The term outsourcing is a system whereby an organization can subcontract certain areas of
work to a third-party organization that specializes on the task to be done.
Business Process Outsourcing or BPO refers to the management of one or more specific business
processes or functions by a third party.
It involves contracting of the operations and responsibilities of a specific business function.
Examples of these business processes or functions are human resources, procurement, finance,
accounting asset, and property management. Here, you hire a separate company or firm to handle
business
activities for your company.

The BPO industry started here in the Philippines in 1992 with Accenture, then followed by
Sykes Enterprises, Inc. in 1997. The offshore call center industry started in the Philippines in 1999
when Cyber City set up an outsourcing facility at the former USAF base in Clark and has been
followed by other firms, such as eTelecare, People Support, ePLDT/ Ventus, Convergys
Corporation, TeleTech Holdings, Inc., Cyber City Teleservices, Sitel/ Client Logic, etc.
 The agents at these call centers handle inbound or outbound traffic via telephone and other
available channels. Today, the Philippines is an important offshore player driven by several factors
such as the following:

1. increasing government support on IT investment

2. large pool of graduates with English communication skills and knowledge in ICT which is far
superior to India and has led many companies to close down Indian operations and move them to
the Philippines
3. reliable and reasonably-priced telecommunication infrastructure
4. low-cost high-quality locations, growing buyer trends on outsourcing

Types of Industry
Call centers, just like other types of businesses, offer a variety of products and services. The
development in the business world pushes the industry to be more flexible, thereby making the
possibilities endless.
Call centers are also classified based on job-tasks and the location in which the service is offered.

Types of BPO Industries

BPO is often divided into two main categories:
1. Back Office Outsourcing- This includes internal business functions such as billing,
purchasing,
payroll of employees, and other similar tasks.
2. Front Office Outsourcing – This includes customer-related services such as marketing or
technical support.

Basic Services within BPO Industry

There are basic services related to customer service, sales and technical support that fall within the
BPO industry. This depends on the specialization of the firm and its facilities, and the competencies
of the manpower.

BPOs generally fall under several categories:

1. Finance and Accounting

Processes related to finances have to be accurate. In most instances, this cannot be replaced
by mere accounting software. It requires resources and procedures like raising invoices, matching
them with purchase orders and reconciling bank accounts.

For example, payroll is a frequently outsourced process, simply because it is being done
once a month. However, when it comes to critical business processes like accounts receivable,
retaining this in-house can be a good option. Remember that any issues can have a major impact on
a business. The finance director should still retain control and have overall responsibility.

2. Document Management
Access to data is a must in the business world. Even small companies generate large amounts
of data and recording and storing these can be time consuming and expensive. Companies can
improve their use of data through an outsourced document manager. One can save physical office
space and can retrieve information quickly and easily through this type of BPO. A document
management system is carried out online with the data being held at a third party’s premises and
accessed via the web.

3. Procurement
This involves looking for appropriate suppliers, monitoring supplier performance,
implementing appropriate processes and procedures, managing requests for information or
proposals and recommending the best potential suppliers, selecting suppliers and issuing or
managing legal contracts. The BPO service provider can help reduce costs through more thorough
evaluation of supplier performance, an in-depth knowledge of the markets within which they work
and bulk purchases for a number of customers.

4. Software development
This is increasingly being outsourced or ‘off-shored’, with software development teams based in
areas such as Central and Eastern Europe and Asia where there is access to highly-educated, low-
cost personnel. This is because the social costs in these growing economies are currently way lower
than in Western economies.

It is more practical to simply hire a team of people to do the software development when the
need arises than having full-time developers on site.
The majority of software vendors have teams based outside of their main domain for this
reason.

5. Call Centers
A call center, a subset of BPO, is a centralized office that facilitates large amounts of
inbound and outbound telephone calls. As defined by Keith Dawson (Dawson, 1988), a call center
is a “physical location where calls are placed or received in high volume for the purpose of sales,
marketing, customer service, telemarketing, technical support, and other specialized business
activity.”
Name: _________________________________________
Grade: _________________________________________
Activity 1: INTERVIEW
Directions: Select a successful entrepreneur or practitioner. Conduct an interview using the set of
questions below.

1. How did you identify your customers?

___________________________________________________________________________________
________________________

___________________________________________________________________________________
________________________

___________________________________________________________________________________
________________________

2. What were your considerations in selecting your customers?

___________________________________________________________________________________
________________________

___________________________________________________________________________________
________________________

___________________________________________________________________________________
________________________

3. Explain how your product or service became unique to other products.

___________________________________________________________________________________
________________________

___________________________________________________________________________________
________________________

___________________________________________________________________________________
________________________

4. Did you consult somebody before you engaged in this business? Cite / give sample insights that you
gained from the consultation.
___________________________________________________________________________________
________________________

___________________________________________________________________________________
________________________

___________________________________________________________________________________
________________________

5. What were your preparations before you started the actual business?
___________________________________________________________________________________
________________________
___________________________________________________________________________________
________________________

___________________________________________________________________________________
________________________

6. What creative and innovative techniques did you adapt in the

development of your product or service? What was the effect of the innovative techniques to the sales
and profits of your business?
___________________________________________________________________________________
________________________

___________________________________________________________________________________
________________________

___________________________________________________________________________________
________________________

7. What strategy did you consider to create a unique selling proposition to your product or service?
___________________________________________________________________________________
________________________

___________________________________________________________________________________
________________________

___________________________________________________________________________________
________________________
Activity 2: Multiple Choice

DIRECTIONS: Choose the letter of the best answer. Write your answer on a
separate sheet of paper.

1. It is generated by examining the goods and services sold in the community.

A. business creation C. business concept
B. business pricing D. business idea

2. It is a process of making new products which will be sold to the customers.

A. product analysis C. product development
B. product conceptualization D. product implementation

3. These are luxuries, advantages and desires that every individual considers beyond
necessary.
A. wants C. requirements
B. desires D. needs
4. It is a factor or consideration presented by a seller as the reason that a product or service is
different from and better than that of the competition.
A. unique selling plan C. unique pricing policy
B. unique selling proposition D. finding value-added

5. A stage in which the needs of the target market are identified, reviewed, and evaluated.
A. concept development C. project development
B. economic analysis D. refine specification

6. It is the introduction of new ideas to make the product and services more attractive and
 saleable to the target customers.
A. new idea C. product development
B. creativity D. innovation

7. It is a managerial tool used to assess the environment and to gather important information
that can be used for strategic planning.
A. scanning C. WOTS Analysis
B. SWOT Analysis D. survey analysis

8. It is creating names, symbol, or designs that identifies and differentiates a product from the
other products.
A. product naming C. branding
B. unique selling proposition D. tagline
9. It is a meaningful and unforgettable statement that captures the essence of the brand.
A. product naming C. branding
B. unique selling proposition D. tagline
10. These are things that people cannot live without.
A. wants C. requirements
B. desires D. needs

Activity 3: Modified True or False

Directions: Read the following statements about communication. Tell whether the statement is true
or false. Write TRUE if the statement is correct. Otherwise, rewrite the statement to correct it.
1. The fastest way to get a response is through written communication. _________
2. Written communication is synchronous. __________
3. Oral and written communication are both verbal communications. __________
4. The primary communication pathway used in the Contact Center Services industry is
from agent to supervisor. __________
5. The use of electronic communication disregards the aspect of distance. __________
6. It is important to be simple and concise when communicating. __________
7. E-mail and other electronic forms of messages can be classified as oral communication.
__________
8. Examples of written communication are memos, proposals, training manuals, company
policies, and phone calls. __________
9. Most industries and businesses rely on the use of email for internal and external
communication. __________
10. One advantage of oral communication is the lack of time for the speaker to process the
message before delivery. _________

Activity 4: POOL UP
Directions: Identify the element of communication described in each number. Choose your answer
from the pool of words inside the box.

1. It is the communication background that may affect the transmission of message.

2. It is the person to whom the message is intended to.
3. It is the immediate form in which the message is transmitted.
4. It is how the receiver understood the information he received.
5. It is the person who initiates the communication.
6. It can be anything that interferes with the communication process.

Activity 5:
Directions: Below is a form of written communication. Identify the different elements in the letter
by accomplishing the table that follows.