Technology and

Livelihood Education 10
Quarter
1 Contact Center Services
TLE – Contact Center Services 10
Quarter 1 – Module 1: Personal Entrepreneurial Competencies
First Edition, 2020

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Published by the Department of Education - Schools Division of Pasig City

Development Team of the Self-Learning Module

Writer: Karen F. Estrada
Editors: Rachelle C. Figuracion, Cathy S. Seron
Reviewers: Rachelle C. Figuracion, Vernette R. Ortiz
Illustrator: Edison P. Clet, Haidee S. Garrido
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OIC-Schools Division Superintendent
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OIC-Assistant Schools Division Superintendent
Victor M. Javeña EdD
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OIC-Chief, Curriculum Implementation Division

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Wilma Q. Del Rosario (LRMS/ADM)
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Perlita M. Ignacio PhD (EsP)
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 Technology and
Livelihood Education 10
Quarter 1
Self-Learning Module1
Personal Entrepreneurial Competencies
(PECS)
Introductory Message

For the Facilitator:

Welcome to the Contact Center Services 10 Self Learning Module on Personal

Entrepreneurial Competencies!

This Self-Learning Module was collaboratively designed, developed and

reviewed by educators from the Schools Division Office of Pasig City headed by its
Officer-in-Charge Schools Division Superintendent, Ma. Evalou Concepcion A.
Agustin, in partnership with the City Government of Pasig through its mayor,
Honorable Victor Ma. Regis N. Sotto. The writers utilized the standards set by the K
to 12 Curriculum using the Most Essential Learning Competencies (MELC) in
developing this instructional resource.

This learning material hopes to engage the learners in guided and independent
learning activities at their own pace and time. Further, this also aims to help learners
acquire the needed 21st century skills especially the 5 Cs, namely: Communication,
Collaboration, Creativity, Critical Thinking, and Character while taking into
consideration their needs and circumstances.

In addition to the material in the main text, you will also see this box in the
body of the module:

Notes to the Teacher

This contains helpful tips or strategies that
will help you in guiding the learners.

As a facilitator you are expected to orient the learners on how to use this
module. You also need to keep track of the learners' progress while allowing them to
manage their own learning. Moreover, you are expected to encourage and assist the
learners as they do the tasks included in the module.
 For the Learner:

Welcome to the Contact Center Services 10 Self-Learning Module on Personal

Entrepreneurial Competencies!

This module was designed to provide you with fun and meaningful
opportunities for guided and independent learning at your own pace and time. You
will be enabled to process the contents of the learning material while being an active
learner.

This module has the following parts and corresponding icons:

Expectations - This points to the set of knowledge and skills

that you will learn after completing the module.

Pretest - This measures your prior knowledge about the lesson

at hand.

Recap - This part of the module provides a review of concepts

and skills that you already know about a previous lesson.

Lesson - This section discusses the topic in the module.

Activities - This is a set of activities that you need to perform.

Wrap-Up - This section summarizes the concepts and

application of the lesson.

Valuing - This part integrates a desirable moral value in the

lesson.

Posttest - This measures how much you have learned from the
entire module.
 EXPECTATIONS

At the end of the lesson, the students shall be able to:

1. Learn about Entrepreneur and Entrepreneurship that are related to Contact
Center Services;
2. Value the importance of entrepreneurship in one’s future; and
3. Site the things an entrepreneur can learn from contact centers.

PRETEST

Directions: Encircle the letter of the word or phrase defined below.

1. People with skills and capabilities to see and evaluate business opportunities.
a. Managers c. Politicians
b. Entrepreneurs d. Talent Scouts
2. An activity which provides goods and services.
a. Call centers c. Entrepreneurship
b. Management d. None of the above
3. A good quality of an entrepreneur
a. Job seeker c. Risk-taker
b. Truthful d. Optimistic
4. Entrepreneur who succeeds may suffer from what condition?
a. Loss c. Indignity
b. Profit d. Debit
5. Business activities that are also related to Entrepreneurship
a. Contact Centers c. Business Process Outsourcing
b. Call Centers d. All of the above
 RECAP
Let’s find out what you have learned from your previous lesson in Contact Center
Services.

Fact or Bluff?

Directions: Write Fact if the statement connotes the truth and Bluff if not.
_______ 1. Contact centers focus on customer service.
_______ 2. With the help of contact centers, self-troubleshooting of your devices is
possible.
_______ 3. Contact centers interact and provide customer assistance through
telephone calls only.
_______ 4. Call centers are equally the same as contact centers.
_______ 5. Social media platforms, like as Twitter, have become popular customer
communication platforms.

LESSON

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

Entrepreneurs are the mediators of economic

change. They organize, manage, and assume risks of a
business. Some of the good qualities of entrepreneurs
are: opportunity-seeker, risk-taker, goal-setter, excellent
planner, confident, problem-solver, hardworking,
persistent, and committed. https://bit.ly/38875Hi

Entrepreneurs show a great role in the economy. They use their skills and
initiatives in knowing the needs and demands of the customers. They also bring new
ideas to the market. Entrepreneurs who are proven successful are rewarded with
earned-profit, fame, and growth opportunities. Whereas, those who didn’t succeed,
suffer great loss become less prevalent in the markets.
 Entrepreneurship is not simply an easy business activity but a strategic
method of innovation and new product creation. Basically, entrepreneurship is both
an associate degree of art and science of changing business ideas into marketable
products or services to boost the standard of living.

Entrepreneurship provides goods or services. They

generally create a business plan, hire labor, acquire resources
and funding, and supply leadership and management for the
business.

Entrepreneurs Help Economies

https://bit.ly/2ZioF7w Nurturing entrepreneurship may have a positive impact

on economy and society in many ways. Entrepreneurs create
new business by inventing products and creating services which leads to employment
and more development. For instance, after a few information technology companies
began in India in the 1990s, businesses in associated industries, like call center
operations and hardware suppliers, began to develop too, giving support services and
products.

Being an entrepreneur is a growing trend these days. With reducing levels of

job growth and difficulties finding well-paid jobs, most young people graduating from
colleges and universities think about starting their own business. While this has
given rise to a new start-up economy, there is a lot that needs to improve for these
small businesses to succeed.

Entrepreneurial activities related to contact center services

Call center employees, on the other hand, provide consistent customer care,
whether it rains or shines. It wouldn’t be an exaggeration to declare that
entrepreneurs have much to learn from the everyday call center or customer service
employee.

Contact center services under Business Process

Outsourcing or BPO provide different support services for
customers or upgrades from agencies or companies.
These services can give technical support for the
operational use of products, troubleshooting, details and
other more information on product usage. It can also look
into different accounts for verifications. Thus, it is a vital https://bit.ly/2ZbgXw0
work to satisfy customers which can give an advantage to
see how companies value them.
 ACTIVITIES

Activity 1.1
Online Selling is popular nowadays especially during this time of COVID-19
Pandemic.

For your activity, interview two (2) online sellers that you know and ask them about
their business using the following guides stated below.

1. Years in online business _______________________________________

2. Age when he/she decided to be an online seller ______________________
3. Products/goods he/she offers _______________________________________
4. Methods they use on how they transact to customers
_____________________________________________________________________
5. Reasons why they decided to be online sellers
_____________________________________________________________

Activity 1.2
Directions: Match the word in Column A with their corresponding meaning in
Column B. Write the letter of the correct answer on the spaces provided before each
number.

Column A Column B

_____ 1. Entrepreneur A. place where two parties can gather to facilitate

_____ 2. Entrepreneurship the exchange of goods and services
B. individuals who have skills and capabilities to see
_____ 3. Business and evaluate business opportunities
_____ 4. Profit C. the action of helping or doing work for someone
D. a strategic process of innovation and new product
_____ 5. Loss
creation
_____ 6. Market E. a person's regular occupation, profession, or
trade
_____ 7. Business plan
F. financial gain
_____ 8. Economy G. merchandise or possessions
H. an excess of expenses over incomes
_____ 9. Goods
I. an area of the production, distribution and trade
_____ 10. Services J. a formal written document containing business
goals
Activity 1.3
Directions: Enumerate what is being asked. Give your answer on the spaces
provided.

1. Key roles of Entrepreneurs in the Economy

 ____________________
 ____________________

2. Rewards of being an Entrepreneur

 ____________________
 ____________________

3. Advantages of Entrepreneurship
 ____________________
 ____________________
 ____________________
 ____________________

4. Entrepreneurial activities related to Contact Center Services

 ____________________
 ____________________

WRAP-UP

Directions: List down three (3) business establishments in the Philippines. Write
their methods on how operating during this Pandemic is still possible even with
“Social Distancing”.
 VALUING

Directions: Complete the following sentences by stating your reasons why you value
Entrepreneurs.

1. I think the importance of being an Entrepreneur is

___________________________________________________________________________
______________________________________________________________.
2. Having a business can help the economy because
___________________________________________________________________________
______________________________________________________________.
3. You can start to be an Entrepreneur at an early age because
___________________________________________________________________________
______________________________________________________________.

POSTTEST

Directions: Encircle the letter of the word or phrase defined below.

1. Support that entrepreneurs need from contact centers

a. Invention
b. Manufacturing
c. Customer service
d. Production
2. One of the positive results in entrepreneurship
a. Employment
b. Innovation
c. Opportunities
d. All of the above
3. They are people who can strategically identify the products and services
needed by the community.
a. Team Leader c. Educators
b. Entrepreneurs d. Politicians
4. These are good qualities of an entrepreneur except
a. Opportunity seeker c. Pessimistic
b. Problem solver d. Hardworking
5. A reward of a successful entrepreneur
a. Fame c. Development
b. Profit d. All of the above
 KEY TO CORRECTION

Fact 5.
Bluff 4.
Bluff 3. 10. C
Fact 2. 9. G
Fact 1. 8. I
Recap 7. J
6. A
D 5. 5. H D 5.
B 4. 4. F C 4.
C 3. 3. E B 3.
C 2. 2. D D 2.
B 1. 1. B C 1.
Pre-Test Activity 1.2 Post-Test

References

ONLINE SOURCES

Cavale, Jude. “What Every Entrepreneur Can Learn from a Call Center Employee.”
Virtual Receptionist. Accessed June 27, 2020.
https://blog.abbyconnect.com/what-every-entrepreneur-can-learn-from-a-
call-center-employee

Guevarra et al. . “267763691-TLE-ICT-Contact-Center-Services-Grade-10-LM.pdf .”

CourseHero, benjaminrcojr18,
www.coursehero.com/file/33409836/267763691-TLE-ICT-Contact-Center-
Services-Grade-10-
LMpdf/?fbclid=IwAR0pfU9n2Exwm9aGSptf3dpcrHn3C0gAIgliN5PPhmSgUXry
xkadmsPbhm8.

Hayes, Adam.“What You Should Know About Entrepreneurs.” Investopedia.

Investopedia, February 5, 2020.
https://www.investopedia.com/terms/e/entrepreneur.asp

Rouse, Margaret. “What Is a Contact Center and How Is It Different from a Call
Center?” SearchCustomerExperience, TechTarget, 24 Dec. 2019,
searchcustomerexperience.techtarget.com/definition/contact-center
DIGITAL IMAGES

“The Not so Glitz and Glam Side of an Entrepreneur,” BeFast.TV, October 12,
2018, https://befast.tv/not-glitz-glam-side-entrepreneur/.

“Entrepreneur Workshop: Start Your Own Business,” Berg, June 28, 2018,
https://www.bangkok-
entrepreneurs.com/2018/07/09/entrepreneurs-workshop-start-your-
own-business/.

Tiburcio, Argel, “5 No-Brainer Money Saving Tips That Call Center Agents
Can Do Today,” ArgelTiburcio.com, January 5, 2020,
https://www.argeltiburcio.com/money-saving-tips-call-center-
agents/.