TLE 10

Contact Center Services

Quarter
2 Contact Center Services
Technology and Livelihood Education – Grade 10
Quarter 2 – Module 7: Listening Skills
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: Lady Reymelyn Carla T. Occidental, Aliza N. Vasquez
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Management Team: Ma. Evalou Concepcion A. Agustin
OIC-Schools Division Superintendent
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OIC-Chief, Curriculum Implementation Division

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Pasig City
 TLE 10
Contact Center Services

Quarter 2
Self-Learning Module 7
Listening Skills
Introductory Message

For the Facilitator:

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

Skills!

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 Listening

Skills!

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 learning period, the students should be able to:

A. differentiate the four (4) personal listening styles;

B. apply listening skills shown in the sample call center video clip; and
C. value the importance of listening skills.

PRETEST

Directions: Complete the statements by filling in the blanks with the best answer.
Choose your answer from the pool of words inside the box.

People – focused Time – focused Hearing

Action – focused Content – focused Listening
Paraphrasing Average Handling Time

1. In using the ________________ style of listening, the customer representative

creates a plan on how to resolve the concern of the caller.
2. The agent that demonstrates focus on the details and specifics of the
concern or problems of the caller exhibits ___________ style of listening.
3. _____________ refers to the “process, function or power of perceiving sound”.
4. ___________ is “paying attention to sound and hearing something of
thoughtful attention”.
5. The process of reaffirming what the caller has said, but using different words
and phrases is called _____________.
 RECAP
Directions: Enumerate the three (3) rules that you must follow to have grammatical
sentences. Write your answers on the space provided.

__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________

LESSON

LISTENING SKILLS
Hearing is different from listening. Merriam-Webster defines hearing as “the
process, function or power of perceiving sound” whereas, listening is “paying
attention to sound and hearing something of thoughtful attention”. Hearing is
receiving sound waves through the ear while listening is understanding what you
hear. Hearing is one of the five senses and being involuntary, happens whether you
like it or not. However, listening entails concentration and focus to understand the
words or sentences that you hear.
Why do we have to listen? Why hearing is not enough in communicating?

• We listen to get information.

• We listen to really understand others.
• We listen to be entertained.
• We listen to learn.

In the BPO industry, communication typically happens over the phone. Agents
work revolve on answering the phone and aiding on the concerns of the customers.
Therefore, it is important to have skills in listening effectively. To do this, the agents
must have focus and give their undivided attention. Nevertheless, listening is not the
only thing they need to focus on. They have to pull out the records, take down notes
for documentation, understand what the caller is trying to point out, etc. With this,
agents tend to have different listening styles.

Personal Listening Styles

1. People-focused
The agent shows attention to the feelings of callers, their issues,
concerns and needs. In this style, sympathy and empathy are observed from
the agent.
 2. Content-focused
The agent demonstrates focus on the details and specifics of the
concern or problems of the caller. This style evaluates the words and phrases
used.

3. Action-focused
While listening, the customer representative creates a plan on how to
resolve the concern of the caller. Using this style, the concentration is on the
solutions.

4. Time-focused
Companies have the Average Handling Time (AHT) required for the
agent to resolve a certain concern. This refers to how long a call should last
and needs the agent to solve the issue within this time frame. As a result, the
agent typically wants to end the call as quickly as possible.

Call center agents need to be flexible in dealing with the needs of the callers.
This can be done effectively by doing different learning styles simultaneously.
Balancing all of these will result in a satisfied customer and an effective call center
agent as well.

Guidelines to Improve Listening Skills

1. Remain focused
Your mind should concentrate alone on what the caller is saying.
Distractions on your work premises such as your colleagues and the noises
they made on the floor should be prevented. Moreover, your personal problems
should be kept aside because they tend to draw your attention away, thus,
dividing your attention.

2. Sense Emotions
In listening to your caller’s voice, you can sense their emotions. By
analyzing it, you will know when to use apology, empathy and positivity.

3. Use Positive Reinforcement Words as Affirmation Sounds

While listening to the customer, it is imperative to say positive words
such as “Yes”, “Absolutely”, etc. It lets the customer know that the agent is
interested and understands the situation in a positive manner.

Inserting positive words affirms the caller that you are still listening
especially if they are stating too many details, issues or concerns. A comment
like “Are you still there?” will be avoided.

4. Ask Questions
Don’t just listen. To get more information and details that you need to
address their concerns, ask questions.
 5. Do not interrupt
Your focus and concentration are being utilized more when you are not
talking. Do not interrupt your caller. Let him/her finish what they are saying
because if interrupted, the whole thought may be broken.

6. Ask for clarifications when needed

No matter how good you are at listening, there are times that you get
confused. This happens when the caller relates their concerns in complex or
unrelated thoughts. Agents should ask for clarifications for the concern to be
addressed properly and correctly.

7. Do paraphrasing
Paraphrasing is the process of reaffirming what the caller has said, but
using different words and phrases. It demonstrates that the call center agent
is paying attention and listening actively. Hence, understanding his/her issue.

8. Recap Key Facts

Summarize and confirm with the caller to check if the facts that you
have gathered in the conversation are correct. It lets him/her know that you
listened attentively and understood his/her concern.

Listening skill is comprised of many different components. Agents should

adapt these components to be an efficient and active listener – one of the attributes
of being an effective call center agent. These will lead to a positive interaction with
the caller and eventually, a satisfied customer.
 ACTIVITIES

Activity 7.1
Directions: Describe each personal listening style of a call center agent. Write your
answers on the space provided.

People- focused Content- focused

Personal
Listening Styles
Time- focused Action - focused

Activity 7.2

Directions: Using the given URL below, view the video clip of a sample order
taking. Apply your listening skills, take notes and complete the details below. Write
your answers on the space provided.

• URL : https://www.youtube.com/watch?v=hpZFJctBUHQ (actual video is

available in the video presentation)
• Title: Sample Order Taking | Customer Support Philippines by
Magellan’s Solutions Outsourcing Inc.
•
1 Name of the Flower Shop
2 Name of the
Caller/Customer
3 Home or Office Number
4 E-mail Address
5 Shipping Address
6 Products to be Purchased
7 Total Amount
8 Time of Shipment
 WRAP-UP

Quick write!

Directions: In less than five (5) sentences, summarize the key ideas that you have
learned. Write your answers on the space provided.

_________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________

VALUING

Directions: Share one (1) instance that you have benefited from your listening
skills. Why is listening skills significant? Write your answers on the space provided.

__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
 POSTTEST

TRUE OR FALSE

Directions: Write TRUE if the statement is correct and FALSE if incorrect. Write
your answers on the blanks provided before each number.

________1. In a content-focused listening style, the agent demonstrates focus on the

details and specifics of the concern or problems of the caller.

________2. To get more information and details you need to address their concerns,
do not ask questions, and just listen.

________3. Agents should ask for clarifications to avoid confusion especially if the
caller is stating unrelated thoughts.

________4. Summarize and confirm with the caller to check if the facts that you
gathered in the conversation are correct.

________5. Interrupt the caller and go straight to the details that you need to
minimize Average Handling Time (AHT).
 ACTIVITY 7.2
1 Name of the Flower Shop Martha’s Florist
2 Name of the Randall Thomas
Caller/Customer
3 Home or Office Number 4098665088
4 E-mail Address randall.thomas@gmail.com
5 Shipping Address 6800 Gladys Avenue
Beaumont Texas 77706 (Zip
Code)
6 Products to be Purchased One (1) dozen long-stemmed
red roses
7 Total Amount $40
8 Time of Shipment within 24 hours
ACTIVITY 7.1
POST TEST RECAP PRETEST
1. True • Completeness 1. Action –
2. False focused
3. True • Word order
2. People -
4. True • Word
focused
5. False Combination 3. Hearing
4. Listening
5. Paraphrasing
KEY TO CORRECTION
 References
“Active Listening Skills for Call Centres.” CX Central, December 8, 2019.
https://cxcentral.com.au/skills/active-listening-skills-for-call-centres/.

“Call Center Listening Skills & Barriers to Listening.” Study.com. Accessed July 10,
2020. https://study.com/academy/lesson/call-center-listening-skills-
barriers-to-listening.html.

“Difference Between Hearing and Listening.” Listening Ears, August 18, 2017.
https://www.listeningears.in/difference-hearing-listening/.

“Five Effective Ways of Maintaining Active Listening in the Call.” Executive

Boutique, August 14, 2018. https://ebcallcenter.com/outsourcing/five-
effective-ways-maintaining-active-listening-call.

“Hearing.” Merriam-Webster. Merriam-Webster. Accessed July 10, 2020.

https://www.merriam-webster.com/dictionary/hearing.

“Listening.” Merriam-Webster. Merriam-Webster. Accessed July 10, 2020.

https://www.merriam-webster.com/dictionary/listening.

Sample Order Taking | Customer Support Philippines. Magellan Solutions

Outsourcing Inc., 2012. https://www.youtube.com/watch?v=hpZFJctBUHQ.

“Top Tips to Improve Listening Skills on the Telephone.” Call Centre Helper.
Accessed July 10, 2020. https://www.callcentrehelper.com/ten-tips-to-
improve-listening-skills-on-the-telephone-1534.htm.

Module 3: Communicating Effectively in English. (n.d.). In K-12 Technology and

Livelihood Education Learning Module - Contact Center Services (p. 72).
Department of Education.