Facilitate

Learning
Session

Date Developed: Document No.

March 16, 2022 Issued by:
Date Revised:
Contact Center Page 1 of 61
Services NC II Developed by:
TEAMSKILLS
Maria Fil Del
Puerto Revision #
Training Activity Matrix

Venue
Facilities/Tools Date &
Training Activity Trainee Remarks
and Equipment (Workstation/ Time
Area)
Prayer    
  June 13,
Orientation   2022  
White board 8:00 AM
All to 8:30
Unfreezing Activities Marker    
trainees  AM
LCD projector
     
         
Motivation        
L.O 1. Demonstrate Group A
an ability to answer
or make a call
Anne S.
- Read Information Canete
Sheet 2.1-1
Answering Inbound Mia B.
and Outbound Calls Santos
Learning
CBLM June 13,
- Answer self check Carlo M. Resource Area
2022
2.1-1 Sagasa
Computer with 8:30 AM
peripherals to 12:00
- Refer to answer key Jessa L.
NN
2.1-1 Basak
Computer tables
After
and chairs 1:00 PM
- Read Task Sheet John C. finishing this
to 5:00
2.1-1A Siao module, the
Internet access PM
Answer Inbound Calls trainees will
Sanrio proceed to
Software for
- Perform Task Sheet Untol L.O 2
office
2.1-1A
productivity
Alex L.
- Read Task Sheet Lamao
Internet browser
2.1-1B Computer
Answer Outbound Beth O. Room
Calls Parada Laboratory

- Perform Task sheet

2.1-1B
   

L.O 2. Demonstrate Computer  June Trainees were

an ability to identify Group B CBLM Room 14. 2022 able to
a customer need Laboratory demonstrate
Ben C. Computer with 8:00 AM and apply the
- Read Information Lambat peripherals to 12:00 ability well.
Sheet 2.2-1 NN
Identifying Customer Tricia Computer tables
Needs Mandag and chairs

- Answer Self Check Quennie Internet access

2.2-1 K. Callao

Date Developed: Document No.

March 16, 2022 Issued by:
Date Revised:
Contact Center Page 2 of 61
Services NC II Developed by:
TEAMSKILLS
Maria Fil Del
Puerto Revision #
 Sara B.
- Refer to Answer Key Bituin
2.2-1
Paula Q.
- Read Task Sheet Contis
2.2-1
Identifying Customer Freya M.
Software for 1:00 PM
Needs Damol
office to 5:00
productivity PM
- Perform Task Sheet Cess
2.2-1 L.Tihol
Internet browser
- Check performance Gary V.
with Rating Sheet 2.2- Ciano
1
Osbourn
Smith
     
     
     
 Group C

Larry T.
Tama
CBLM
L.O 3. Demonstrate
Sonia S.
an ability to capture
Bitad Computer with
and provide
peripherals
information and/or  June
Carla P.
directions 15, 2022
Romulo Computer tables
8:00 AM
and chairs
- Read Information to 12:00 Trainees need
Sosie T. Computer
Sheet 2:3-1 NN more
Tan Internet access Room
Collecting and Storing enhancement
Laboratory
Customer Information on computers
Warren Software for
1:00 PM
B. Tuod office
- Answer Self Check to 5:00
productivity
2.3-1 PM
Jenny
P.Gama Internet browser
- Refer to Answer Key
2.3-1
Randy S.
Lutaw

Marikit
G. Unsa
Once they are
done with all
the L.O’s,
  they will take
the
Institutional
assessment

Date Developed: Document No.

March 16, 2022 Issued by:
Date Revised:
Contact Center Page 3 of 61
Services NC II Developed by:
TEAMSKILLS
Maria Fil Del
Puerto Revision #
 Date Developed: Document No.
March 16, 2022 Issued by:
Date Revised:
Page 4 of 61
Contact Center Services NC II TEAMSKILLS
Developed by:
Maria Fil Del Puerto
Revision #
 Date Developed: Document No.
March 16, 2022 Issued by:
Date Revised:
Page 5 of 61
Contact Center Services NC II TEAMSKILLS
Developed by:
Maria Fil Del Puerto
Revision #