COMPETENCY-BASED

CURRICULUM

Sector: ICT

Qualification: CONTACT CENTER SERVICES NC Level: NC II

TESDA-OP CO-01-F11
(Rev.No.00-03/08/17)
 COMPETENCY-BASED CURRICULUM
A. Course Design

Course Title: CONTACT CENTER SERVICES NC Level: NC II

Nominal Training Hours: 18 Hours (Basic Competencies)
+ 18 Hours (Common Competencies)
108 Hours (Core Competencies)
---------------------------------------
144 Hours - TOTAL

Qualification Level:

Course Description:

This course is designed to develop the basic and common knowledge, skills, and attitudes of a Contact
Center Services Provider in accordance with industry standards. It covers the basic, common and core
competencies. Specifically, it includes competencies such as - communicate effectively in English for
customer service, demonstrate ability to effectively engage customers and perform customer service
delivery processes.
Trainee Entry Requirements:

Trainees or students should possess the following requirements:

 Must have completed at least 10 yrs. basic education or an ALS
certificate of achievement with grade 10 equivalent holder
 Can communicate in English either oral or written

This list does not include specific institutional requirements such as

educational attainment, appropriate work experience, and others that may be required of
the trainees by the school or training center delivering the TVET program.

Resources:
LIST OF TOOLS, EQUIPMENT AND MATERIALS CONTACT
CENTER SERVICES NC II

Recommended list of tools, equipment and materials for the training of 25 trainees for
Contact Center Services NC II -

QUANTITY EQUIPMENT
25 sets Computer with peripherals (for use in audio and video playback of
reference and sample recordings)
25 sets Computer tables and chairs (ergonomic)
1 unit LCD projector
1 unit White board
1 facility ESL laboratory (optional)
1 subscription Internet access
25 sets Software for office productivity
 25 sets Internet browser (Google Chrome, Safari, Firefox, etc. except
Internet Explorer) updated to the latest version

QUANTITY MATERIALS
25 sets Macromedia Flash browser plug-in and application, updated to the
latest version
1 set Video and audio recordings (sample speech reference recordings)
1 set Video and audio recordings (sample contact center recordings)

TRAINING FACILITIES

The Contact Center Workshop must be of concrete structure. Based on class size of
25 student/trainees the space requirements for the teaching/learning and circulation
areas are as follows:

TEACHING / SIZE AREA TOTAL AREA

LEARNING AREAS (in METER) (in Sq. Meters) (in Sq. Meters)
lecture area 4x5 20 20
wash room 2x5 10 10
laboratory (cubicle) 1.5 x 2 (5) 15 15
learning resource /
4x5 20 20
storage
circulation area 20 20
Total Workshop Area: 85

* Area requirement is equivalent to 30% of the total teaching/learning areas

Course Structure
Basic Competencies
No. of Hours: (40 hours)
Unit of Competency Module Title Learning Nominal
Outcomes Duration

3. 3.1
4. 4.1

5. 5.1

6. 6.1

7. 7.1

8. 8.1

9. 9.1

Unit of Competency
1. Apply quality standards
2. Perform computer
operations
Unit of Competency
1. Communicate effectively
in English for customer
service
2. Perform customer service
delivery processes
Common Competencies
No. of Hours: (18 Hours)
Module Title Learning Outcomes Nominal
Duration
Applying quality 1.1 Assess quality of
standards received materials
Prepare hand tools
1.2 Assess own work
1.3 Engage in quality
improvement
Performing computer 2.1 Plan and prepare for
operations task to be undertaken
2.2 Input data into
computer
2.3 Access information
using computer
2.4 Produce output/ data
using computer system
2.5 Use basic functions
of a www-browser to
locate information
2.6 Maintain computer
equipment and systems
Core Competencies
No. of Hours: 108 hours
Module Title Learning Outcomes Nominal
Duration
Communicating 1.1 Demonstrate an
effectively in English for ability to express oneself
customer service in a clear and concise
manner
1.2 Demonstrate an
ability to listen and
comprehend effectively
Performing customer 2.1 Demonstrate an
service delivery processes ability to answer or make
a call
2.2 Demonstrate an
ability to identify a
customer need
2.3 Demonstrate an
ability to capture and
provide information

3. Demonstrate ability to
effectively engage customers
and/or directions
Demonstrating ability to 3.1 Demonstrate an
effectively engage ability to empathize with
customers a customer
3.2 Demonstrate an
ability to manage difficult
conversations

B. Modules of Instruction

Basic Competencies

Unit of Competency: LEAD WORKPLACE COMMUNICATION

Module Title: LEADING WORKPLACE COMMUNICATION
Module Descriptor: This unit covers the knowledge, skills, and attitudes required to lead in the effective
dissemination and discussion of ideas, information, and issues in the workplace. This
includes preparation of written communication materials.

Nominal Duration: 6 hrs

Summary of Learning Outcomes:
LO1. Communicate information about workplace processes
LO2. Lead workplace discussions
LO3. Identify and communicate issues arising in the workplace

Details of Learning Outcomes:

LO1. COMMUNICATE INFORMATION ABOUT WORKPLACE PROCESSES

Assessment Contents Conditions Methodologies Assessment

Criteria Methods
1. Select relevant 1.1.1 Effective verbal  Laptop  Lecture  Written Test
communication communication  Projector  Demonstration  Role-Playing
method based on methods  CBLM  Practical
workplace  Microphone exercises
procedures. 1.1.2 Sources of  Speaker
2. Communicate information
multiple operations
involving several 1.1.3 Practice
topics/area following organizing
enterprise information
requirements.
3. Apply questioning 1.1.4 Organizational
ti gain extra requirements in for
information. written and
4. Identify relevant electronic
sources of communication
information in methods.
accordance with
workplace/ client
requirements.
5. Select and organize
information
following enterprise
procedures.
 6. Undertake verbal
and written reporting
when required.
7. Apply and
maintain
communication and
negotiation skills in
all relevant situations.

LO2. LEAD WORKPLACE DISCUSSIONS

Assessment Contents Conditions Methodologies Assessment

Criteria Methods
1.Seek response to 1.2.1 Organizational  Laptop  Lecture  Written Test
workplace issues policy on production,  Projector  Demonstration  Role-Playing
following enterprise quality and safety  CBLM
procedures.  Microphone
2. Provide response 1.2.2  Speaker
to workplace issues Goals/objectives and
immediately. action plan setting
3. Make constructive
contributions to
workplace
discussions on such
issues as production,
quality and safety.
4. Promptly
communicate
goals/objectives and
action plans
undertaken.

LO3. IDENTIFY AND COMMUNICATE ISSUES ARISING IN THE WORKPLACE

Assessment Contents Conditions Methodologies Assessment

Criteria Methods
1.Identify issues and 1.3.1Different issues  Laptop  Lecture  Written Test
problems as they in the workplace.  Projector  Demonstration  Role-Playing
arise.  CBLM
2.Organize 1.3.2 Organizational  Microphone
information regarding policy in dealing with  Speaker
problems and issues issues and problems
coherently to ensure
clear and effective
communication.
3. Initiate dialogue
with appropriate
personnel.
4. Raise
communication
problems and issues
as they rise.
5. Identify barriers in
 communication to be
addressed
appropriately.

Common Competencies

Unit of Competency: Apply Quality Standards

Module Title: Applying Quality Standards

Module Descriptor: This unit covers the knowledge, skills, attitudes and values needed to
apply quality standards in the workplace. The unit also includes the application of relevant
safety procedures and regulations, organization procedures and customer requirements.

Nominal Duration:

Summary of Learning Outcomes:

LO1. Assess quality of received materials

Details of Learning Outcomes:

LO1. Assess quality of received materials

Assessment Contents Conditions Methodologies Assessment

Criteria Methods
1.1. Work  Readin  Wo  Lectur  Hand
instruction g skills rk e- s-on
is obtained required to inst demo  Direct
and work is interpret work ruct nstrati obser
carried out instruction ion on vation
in  Workpl s  Self-  Practi
accordance ace standards  Ma paced cal
with and nua instruc demo
standard specifications ls tion nstrati
operating  Proced (Op  Group on
procedures. ures in erat discus
1.2. Received obtaining and ion sion
materials carrying out Ma
are work nua
checked instructions l of
against  Quality the
workplace checking co
standards procedures mp
and  Fault any
specificatio identification /
ns. and reporting Ma
 Safety nuf
1.3. Faulty
and act
materials
environmental urer
related to
aspects of ’s
work are
production Inst
identified and
process ruct
isolated.
 Carry ion
1.4. Faults and /
any out work in
accordance Ser
identified vice
causes are with policies
and Ma
recorded nua
and/or procedures
l)
reported to  Co
the
 supervisor mp
concerned any
in /
accordance Wo
with rkpl
workplace ace
procedures. sta
1.5. Faulty materials nda
are replaced in rds
accordance with and
workplace spe
procedures. cific
atio
ns

Core Unit of Competencies

Unit of Competency: Communicate Effectively in English for Customer Service

Module Title: Communicating Effectively in English for Customer Service

Module Descriptor: This unit covers the knowledge and skills needed to communicate effectively in English
while conducting a customer service delivery process.

Nominal Duration: hrs

Summary of Learning Outcomes:

LO1. Demonstrate an ability to express oneself in a clear and concise manner

LO2. Demonstrate an ability to listen and comprehend effectively

Details of Learning Outcomes:

LO1. DEMONSTRATE AN ABILITY TO EXPRESS ONESELF IN A CLEAR AND CONCISE

MANNER

Assessment Contents Conditions Methodologies Assessment

Criteria Methods
1. Proficiency in 1.1.1   Demonstration  Demonstration
communication is 1.1.2  Discussion  Direct
manifested by 1.1.3  Practical observation
expressing Exercise  Oral
2. 3 C’s of 2.1.1  Laboratory questioning
communication is Exercise
applied to effectively
deliver messages,
feedback and
instruction

LO2. DEMONSTRATE AN ABILITY TO LISTEN AND COMPREHEND EFFECTIVELY

Assessment Contents Conditions Methodologies Assessment

Criteria Methods
1. Listening   Demonstration  Demonstration
effectively is  Discussion  Direct
demonstrated by  Practical observation
being able to Exercise  Oral
appropriately respond  Laboratory questioning
to questions and Exercise
requests

2. Comprehension is
demonstrated by
being able to respond
effectively with
awareness of
audience and purpose
3.Monitor schedule
of work to ensure that
work is completed in