BASIC COMPETENCIES 16 hours

CCS NCII COMMON COMPETENCIES 144 18 days 20 hours

CORE COMPETENCIES 108

Day BASIC COMPETENCIES NOMINAL DURATION

 Participate in Workplace Communication 4 hours (Half day)
Day 1
 Work in a Team Environment 4 hours (Half day)
 Practice career professionalism 4 hours (Half day)
Day 2
 Practice occupational health and safety procedures 4 hours (Half day)
COMMON COMPETENCIES
Day 3  Apply Quality Standards 8 hours (1 day)
Day 4 & Day 5  Perform Computer Operations
12 hours ( 1.5 day)
morning
CORE COMPETENCIES
Day 5 afternoon  Communicate Effectively in English for Customer Services
& Day 6 to Day 9
40 hours (5 days)
& Day 10
morning only
Day 10 afternoon  Perform customer service delivery process
& Day 11 to Day
48 hours (6 days)
15 & Day 16
morning only
Day 16 afternoon  Demonstrate ability to engage customer
& Day 17 to Day 20 hours (2.5 days)
18
TOTAL 144hours (18 days)

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 STUDY GUIDE
CONTACT CENTER SERVICES NCII

DAY MODULE LEARNING OUTCOME CONTENT ACTIVITY FULL ONLINE (Synchronous & Asynchronous)
 TIP
0 SYNCHRONOUS
 ANSWER PRE-TEST
LO1: Obtain and convey 1. Parts of speech  Read INFO SHEET 1—3
workplace information 2. Sentence construction  Watch the video
3. Effective  Answer Quizzes LO1
communication
Participating in LO2: Participate in 1. Workplace interaction  Read INFO SHEET 1 Asynchronous (Google
 Watch the video Synchronous (ZOOM)
workplace workplace meetings and Classroom)
discussions  Answer Quizzes LO2
communication
LO3: Complete relevant 1. Workplace forms  Read INFO SHEET 1
work related documents  Watch the video
Day 1  Answer Quizzes LO3
LO1: Describe team role 1. Institutional Competency  Read INFO SHEET 1
and scope Assessment  Watch the video
2. Evidence Plan  Answer Quizzes LO1
3. Table of Specification
Working in a
LO2 Identify own role and 1. Team role.  Read INFO SHEET 1 Synchronous (ZOOM) Asynchronous (Google
team responsibility within team 2. Relationship and  Answer Quizzes LO2 Classroom
environment responsibilities
LO3: Work as a team 1. Team member role  Read Lessons 1
member 2. Role and Responsibility  Answer Quizzes LO3

LO1: Integrate personal 1 Personal Development-  Read INFO SHEET 1—3

objectives with Social Aspects: Intra and  Watch the vide
Interpersonal  Answer Quizzes LO1
organizational goals Development
2 Organizational Goals
3 Personal Hygiene and
Practices
Practicing LO2 Set and meet 1 Managing Work  Read INFO SHEETS 1-2
Synchronous (ZOOM) Asynchronous (Google
Day 2 career priorities Priorities and Objectives  Watch the video
Classroom
professionalism 2 Maintaining Equipment  Answer Quizzes LO2
and Facilities
LO3: Maintain 1 Trainings and Career  Read INFO SHEET 1
professional growth Development  Watch the video
2 Rewards and  Answer Quizzes LO3
and development Recognitions
3 Relevant Licenses and
Certificates

2
 LO1: Identify hazards 1. Workplace Safety and
Health Regulation
and risks
2. Hazards and Risks
Identification
3. Contingency Measures
during Workplace
LO2 Evaluate hazards 1. Threshold Limit Value  Read INFO SHEET 1
2. Effects of Hazards in the  Watch the vide0
and risks
Practicing Workplace  Answer Quizzes
occupational LO1,LO2 & LO3
LO3: Control hazards 1. OHS Procedures in Synchronous (ZOOM) Asynchronous
health and Controlling Hazards (Google Classroom
safety and risks
2. Procedure in Dealing
procedures with Workplace
Accidents
3. Personal Protective
Equipment
LO4: Maintain 1. Emergency Related • Read INFO SHEETS 1
Drills and Training • Watch the video
occupational health
2. OHS Personal Records • Answer Quizzes LO4
and safety (OHS)
awareness

3
 DAY MODULE LEARNING OUTCOME CONTENT ACTIVITY FULL ONLINE (Synchronous & Asynchronous)
LO1: Assess quality of 1. Assess Quality of Received  Read INFO SHEET 1
received materials Materials against standard  Watch the vide
and specification. Answer Quizzes LO1
2. Fault identification,
Isolation, recording and
reporting
3. Replaced faulty materials
based on workplace
procedures
LO2: Assess own work 1. Company Quality  Read INFO SHEETS 1-3
Applying Quality Document  Watch the video
Synchronous (ZOOM) Asynchronous
Day 3 Standards 2. Organizational Work Answer Quizzes LO2 (Google Classroom
procedure
3. Identifying errors
(deviation from customer
and or organization
requirements) and
isolation
LO3: Engage in quality 1. Relevant production  Read INFO SHEETS 1-3
improvement processes  Watch the video
2. Quality improvement Answer Quizzes LO3
processes.
3. Critical thinking
LO1: Plan and prepare for 1. Reading and interpret • Read INFO SHEETS 1-3
task to be undertaken work instructions and • Watch the video
basic user manuals • Answer Quizzes LO1
2. Computer Systems and its
Peripherals
3. Computer Safety
4. Data Security
LO2: Input data into 1. DATA Entry  Read INFO SHEETS 1—
computer 2. Computer Ergonomics 2
 Watch the video
Day 4 & Answer Quizzes LO2
Performing
LO3: Access information 1. Accessing Data  Read INFO SHEET 1 Synchronous (ZOOM) Asynchronous
Day 5 Computer 
using computer Answer Quizzes LO3 (Google Classroom
morning Operations
LO4: Produce output/ data 1. Data Process  Read INFO SHEET 1
using computer system  Watch the video
 Answer Quizzes LO4
LO5: Use basic functions 1. World Wide web (WW) • Read INFO SHEET 1
of a www-browser to • Watch the video
• Answer Quizzes LO5
locate information
LO6: Maintain computer 1. Computer Maintenance • Read INFO SHEET 1
equipment and systems • Watch the video
• Answer Quizzes LO6

4
 DAY MODULE LEARNING OUTCOME CONTENT ACTIVITY FULL ONLINE (Synchronous & Asynchronous
LO1: Demonstrate an 1 3 Cs of Communication  Read Lesson 1 – 4
ability to express oneself 2 Types of  Watch the video
in a clear and concise communication  Answer Quizzes LO1
manner
3 Voice; Rate, Pitch and  Prepare Task Sheet:
Tone 1. Type of Synchronous (ZOOM) Asynchronous (Google
4 Types of Accent communication Classroom
applying the 3C’s of
Day 5 communication
2. Voice Exercises
afternoon Communicating 3. Face to Face Interview
& Day 6 Effectively in via Sychronouse
LO2: Demonstrate an 1. Effective listening,  Read Lesson 1 – 2
to Day 9 English for 2. Commonly used Idioms  Watch the video
ability to listen and
& Day 10 Customer  Answer Quizzes LO1
comprehend effectively Synchronous (ZOOM) Asynchronous (Google
morning Services  Prepare Task Sheet:
Classroom
1 Effective Listening
only Activity
2 Idioms
Institutional Assessment
 Performance Test
Synchronous (ZOOM)
Assessment
 Oral Questioning
 Written Test
LO1: Demonstrate an 1. BPO Industry  Read Lesson 1 – 3
ability to answer or make 2. The Role of Customer  Watch the video
a call Service Representative  Answer Quizzes LO1
(CSR) Prepare Task Sheet: Synchronous (ZOOM) Asynchronous (Google
3. Managing Quality Call 1. Understanding BPO Classroom
2. Managing Quality
Call using
Day 10 Paraphrasing
afternoon LO2: Demonstrate an 1. Types of  Read Lesson 1 – 2
Performing ability to identify a Client/Customer.  Watch the video
& Day 11 Synchronous (ZOOM) Asynchronous (Google
customer need 2. Identifying Customer  Answer Quizzes LO2
customer Classroom
to Day 15 service delivery
Needs
& Day 16 process 1. Managing Contact 
LO3: Demonstrate an Read Lesson 1 – 3
morning ability to capture and Center technology  Watch the video
only provide information 2. Product Knowledge  Answer Quizzes LO3 Synchronous (ZOOM) Asynchronous (Google
and/or directions
and Services  Prepare Task Sheet: Classroom
3. Call Management 1. Call Management
Opening Spiel
Institutional Assessment
 Performance Test Synchronous (ZOOM)
Assessment
 Oral Questioning

5
  Written Test

DAY MODULE LEARNING OUTCOME CONTENT ACTIVITY FULL ONLINE (Synchronous & Asynchronous
LO1: Demonstrate an ability 1. Engage Customer with  Read Lesson 1 – 2
to empathize with customer Empathy  Watch the video
2. Engage Customer  Answer Quizzes LO1
Effectively Prepare Task Sheet: Synchronous (ZOOM) Asynchronous
1. Engage Customer (Google Classroom
with Empathy
2. Engage Customer
(Inbound Call)
Day 16 LO2: Demonstrate an ability 1. Manage Difficult  Read Lesson 1 – 2
Demonstrating
afternoon to manage difficult Conversation  Watch the video
ability to engage conversations 2. Managing Conflict 
& Day 17 customer
Answer Quizzes LO2
Synchronous (ZOOM) Asynchronous
Dealing with IRATE Prepare Task Sheet:
to Day 18 clients (LAEAG 1. Call Flow – Irate
(Google Classroom
technique) Customer

Institutional Assessment
 Performance Test
Synchronous (ZOOM)
Assessment
 Oral Questioning
 Written Test

DAY ACTIVITY FULL ONLINE (Synchronous & Asynchronous

Asynchronous (Google
Answering the POST-TEST Synchronous (ZOOM)
0 – BEFORE Classroom
TRAINING Asynchronous (Google
Accomplishing the Training Session Evaluation Form Synchronous (ZOOM)
ENDS Classroom
Completion of required documents (Training and Assessment) for SO applications Synchronous (ZOOM)

6
TRAINEES and TRAINER completion documents Synchronous (ZOOM)