Learning Area Grade Level

W1
TLE – Contact Center Services 7/8
Quarter Third Date

I. LESSON TITLE Use of Tools and Equipment

II. MOST ESSENTIAL LEARNING
LO 1. Prepare equipment
COMPETENCIES (MELCs)
III. CONTENT/CORE CONTENT Equipment in Contact Center Services

Ref. Goyal, M. (2016). Fundamentals of Computer: Latest Edition. SBPD

Publications pg.1-23.
Suggested
IV. LEARNING PHASES Timeframe
Learning Activities
A. Introduction 10 mins. Good day! This week you will learn the tools and equipment used in Contact
Panimula Center Services. Read and understand the lessons and accomplish the
activities that will help deepen your knowledge about the lesson.

Look at the picture below and identify the tool that is commonly used in
Contact Center Services. Give the function of the tool.

B. Development 10 mins. • Were you able to identify the tool commonly used in Contact Center
Pagpapaunlad Services in the previous activity?

This time try to answer the pre-test to measure your familiarity with tools and
equipment used in Contact Center Services.
1. List down the other tools and equipment used in Contact Center
Services.
2. Identify and name the tool and equipment used in Contact Center
Services in the picture below.

Read the lesson below to deepen your understanding on tools and

equipment used in Contact Center Services
Tools and Equipment used in Contact Center Services
1. COMPUTER SYSTEM UNIT WITH PERIPHERALS - The system unit is the metal and
plastic box that contains the main components of the computer, including
the motherboard, central processing unit (CPU), and power supply.
Peripherals such as mouse, keyboard, monitor, speaker, and printer are also
included.
2. COMPUTER TABLE AND CHAIR (ERGONOMIC) - Is a furniture piece that is
designed specifically for computer work. The computer table can also be
used as a space for computer peripherals.
3. DIALER - A call center dialer is an application that automates outbound
calls. A call center dialer is one of the best tools to have when you make a lot
of outbound calls.
4. INTERNET SUBSCRIPTION - A service that gives end users access to the
Internet.
5. TELEPHONE - A device that converts analog audio into electrical signals that
can be transferred to other telephone users. The telephone enables people
to communicate with others all over the world.
 Suggested
IV. LEARNING PHASES Timeframe
Learning Activities
6. HEADSET - A headset is a hardware device that connects to a telephone or
computer and allows the user to talk and listen while keeping their hands free.
7. UNINTERRUPTIBLE POWER SUPPLY (UPS) - UPS is a hardware device that
provides a backup power source in case of a power outage (blackout),
brownout, or a surge in power. A UPS provides enough power for computer/s
to shut down properly or remain functional during the outage.
8. VOICE RECORDER - Any device and application software capable of
recording a voice.
9. SERVER - A server is a software or hardware device that accepts and
responds to requests made over a network. The device that makes the
request, and receives a response from the server, is called a client.
10. HUB - A hub is the most basic networking device that connects multiple
computers or other network devices together.
11. MODEM - A modem or broadband modem is a hardware device that
connects a computer or router to a broadband network.
12. FAX MACHINE - A fax machine transmits graphics or text over the phone
line.
13. WEB CAMERA- A camera that connects to a computer. It captures either
still pictures or motion video, and with the aid of software, can transmit its
video on the Internet in real-time.
14. IVRS (Interactive Voice Response System) - It is an automated telephony
system that interacts with callers, gathers information, and routes calls to the
appropriate recipients.
● The learner may read the following references:
C. Engagement Congratulations! You are done reading and learning the tools and
Pakikipagpalihan equipment used in Contact Center Services.

This time let us test your comprehension. Answer the following activities to
practice and assess your learning.

LEARNING ACTIVITY 1:
Direction: Encircle the tools and equipment used in Contact Center Services
and describe how it will be used in the Contact Center.

N Y R E T U P M O C
E N O H P E L E T U
D T I J V A A J B U
F E L K S A S H E H
V S B D E A X A D V
I D K B R P P G I X
L A V E V G H M A Q
G E U M E Z T S L W
X H X I R B T H E G
Q D N R U Z E N R Y
COMPUTER DIALER TELEPHONE
HEADSET SERVER

LEARNING ACTIVITY 2:
Directions: Look around your own home or search the internet to take/get
pictures of any tools or equipment used in Contact Center Services.
Ex: This is a telephone. This is used to communicate with other people over
the line.
 Suggested
IV. LEARNING PHASES Timeframe
Learning Activities

No. of Tools / Equipment Score

Took a picture of 2 or more tools / equipment and 5
explained its use.
Took 1 picture of a tool/ equipment and explained its 4
use.
Have tried but was not able to take a picture of a 3
tool/ equipment but explained the use of at least 2 or
more tool/equipment.
Did not explain and take any picture of tool/ 1
equipment.

Let us apply your knowledge through the performance task below.

Directions: Name the tools or equipment shown below.

D. Assimilation After engaging in different activities that can familiarize you more with the
Paglalapat different tools and equipment commonly used in Contact Center Services, it
is time to answer the questions below:
1. What are the tools and equipment used in Contact Center Services?
______________
2. What is the importance of getting familiar with these tools and
equipment as a CCS practitioner? _______________________

V. ASSESSMENT To assess your knowledge about the tools and equipment in Contact Center
(Learning Activity Sheets for Services, please answer the assessment below:
Enrichment, Remediation or
Assessment to be given on Weeks
3 and 6)

IV. LEARNING PHASES
Suggested
Timeframe
Learning Activities
Direction: Match items in Column A with Column B. Write the letter that
corresponds to your answer on a separate sheet of paper.
A B
____1. It captures either still pictures or motion a. Computer System
video, and with the aid of software, can Unit
transmit its video on the Internet in real-time.

____2. The most basic networking device that b. Web Camera

connects multiple computers or other
network devices together.
____3. It transmits graphics or text over the c. Hub
phone line.
____4. It is the metal and plastic box that d. Dialer
contains the main components of the
computer.
____5. A software or hardware device that e. Internet Subscription
accepts and responds to requests made
over a network.
____6. A hardware device that connects to a f. Telephone
telephone or computer that allow the user to
talk and listen while keeping their hands free.
____7. An application that automates g. UPS
outbound calls.
____8. A service that gives end users access h. Server
to the Internet.
____9. A hardware device that provides a i. Headset
backup power source in case of a power
outage.
____10. A device that converts analog audio j. Fax
into electrical signals that can be transferred
to other telephone users.
____11. It is an automated telephony system k. UPS
that interacts with callers, gathers
information and routes calls to the
appropriate recipients.
____12. A hardware device that connects a l. Voice Recorder
computer or router to a broadband network.
____13. Any device and application software m. Modem
capable of recording a voice.
____14. It provides enough power for a n. IVRS
computer(s) to shut down properly or remain
functional during the outage
____15. It is a furniture piece that is designed o. Computer Table
specifically as table for computer and its
peripherals.
VI. REFLECTION • The learner communicates the explanation of their personal assessment
as indicated in the Learner’s Assessment Card.
• The learner, in their notebook, will write their personal insights about the
lesson using the prompts below.
I understand that ___________________.
I realize that ________________________.
I need to learn more about __________.
Prepared by: Joanne V. Cura Checked by: Rolando B. Talon Jr. -
EPS Imus City
Rosalie V. Mendoza
Cristina D. Go
Lailani N. Torres
Edwina C. Nabo
EPS Santa Rosa City
Noe S. Jabonete Jr.