Annex D

Training Plan
Basic Competencies - 37 hrs.

Course: Contact Center Services NC II

Unit of Participate in workplace communication
Competency:
Module Title: Participating in workplace communication
Modality: Check which modality will be applied. Multi-Modal is allowed.

(x)Full online ()Blended online () Distance Learning

Learning Contents Learning Resources

Outcomes
LO1: Obtain and 1.1 Effective verbal and  Self-paced Instructional
convey workplace nonverbal communication Materials uploaded in
information 1.2 Different modes of LMS
communication  Self-Checks (Quiz)
1.3 Medium of communication  Search Engine
1.4 Policies in organization  Video Conferencing (MS
1.5 Procedures in Teams)
Communication  https://www.linkedin.com/
1.6 Lines of Communication  www.youtube.com
1.7 Relevant enterprise  INFORMATION SHEET
technology
1.8 Workplace etiquette
1.9 Simple spoken language
1.10 Written notices in the
workplace
1.11 Workplace meetings and
discussions
1.12 Work-related documents
1.13 Estimating, calculating
and recording
1.14 Interacting with people of
various levels
1.15 Basic information
gathering
1.16 Business writing skills
1.17 Interpersonal skills
1.18 Active-listening skills
LO2: Perform 2.1 Effective verbal and  Self-paced Instructional
duties following nonverbal communication Materials uploaded in
workplace 2.2 Different modes of LMS
instructions communication  Self-Checks (Quiz)
2.3 Medium of communication  Search Engine
2.4 Policies in organization  Video Conferencing (MS
2.5 Procedures in Teams)
Communication  https://www.linkedin.com/
2.6 Lines of Communication  www.youtube.com

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 2.7 Relevant enterprise  INFORMATION SHEET
technology
2.8 Workplace etiquette
2.9 Simple spoken language
2.10 Written notices in the
workplace
2.11 Workplace meetings and
discussions
2.12 Work-related documents
2.13 Estimating, calculating
and recording
2.14 Interacting with people of
various levels
2.15 Basic information
gathering
2.16 Business writing skills
2.17 Interpersonal skills
2.18 Active-listening skills
LO3: Complete 3.1 Effective verbal and  Self-paced Instructional
relevant work- nonverbal communication Materials uploaded in
related documents 3.2 Different modes of LMS
communication  Self-Checks (Quiz)
3.3 Medium of communication  Search Engine
3.4 Policies in organization  Video Conferencing (MS
3.5 Procedures in Teams)
Communication  https://www.linkedin.com/
3.6 Lines of Communication  www.youtube.com
3.7 Relevant enterprise  INFORMATION SHEET
technology
3.8 Workplace etiquette
3.9 Simple spoken language
3.10 Written notices in the
workplace
3.11 Workplace meetings and
discussions
3.12 Work-related documents
3.13 Estimating, calculating
and recording
3.14 Interacting with people of
various levels
3.15 Basic information
gathering
3.16 Business writing skills
3.17 Interpersonal skills
3.18 Active-listening skills

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Course: Contact Center Services NC II
Unit of Work in a team environment
Competency:
Module Title: Working in a team environment
Modality: Check which modality will be applied. Multi-Modal is allowed.

(x)Full online ()Blended online () Distance Learning

Learning Contents Learning Resources

Outcomes
LO1: Describe 1.1 Group structure  Self-paced Instructional
team role and 1.2 Group development Materials uploaded in
scope 1.3 Sources of information LMS
1.4 Appropriate and  Self-Checks (Quiz)
consistent communication  Search Engine
skills in different cultures  Video Conferencing (MS
1.5 Roles in the organization Teams)
 https://www.linkedin.com/
 www.youtube.com
 INFORMATION SHEET
LO2: Identify 2.1 Team roles and  Self-paced Instructional
one’s role and objectives Materials uploaded in
responsibility 2.2 Team structure and LMS
within team parameters  Self-Checks (Quiz)
2.3 Team development  Search Engine
2.4 Sources of information  Video Conferencing (MS
2.5 Appropriate and Teams)
consistent communication  https://www.linkedin.com/
skills in different cultures  www.youtube.com
2.6 Roles in the organization  INFORMATION SHEET
LO3: Work as 3.1 Communication Process  Self-paced Instructional
a team member 3.2 Workplace Materials uploaded in
communication protocol LMS
3.3 Team planning and  Self-Checks (Quiz)
decision making  Search Engine
3.4 Team thinking  Video Conferencing (MS
3.5 Team roles Teams)
3.6 Process of team  https://www.linkedin.com/
development  www.youtube.com
3.7 Context of the Workplace  INFORMATION SHEET
3.8 Appropriate and
consistent communication
skills in different cultures
3.9 Interacting effectively
with others
3.10 Group and individual
strategies and techniques
3.11 Resolutions in common
issues and concerns of the

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 tam

Course: Contact Center Services NC II

Unit of Solve/address general workplace problems
Competency:
Module Title: Solving/addressing general workplace problems
Modality: Check which modality will be applied. Multi-Modal is allowed.

(x)Full online ()Blended online () Distance Learning

Learning Contents Learning Resources

Outcomes
LO1: Identify 1.1 Current hardware and  Self-paced Instructional
routine problems software Materials uploaded in
1.2 Helpdesk practices, LMS
processes and procedures  Self-Checks (Quiz)
1.3 Standard diagnostic tools  Search Engine
1.4 Malfunctions and  Video Conferencing (MS
resolutions Teams)
1.5 Appropriate hardware  https://www.linkedin.com/
and software  www.youtube.com
1.6 Appropriate helpdesk  INFORMATION SHEET
practices, processes and
procedures
1.7 Appropriate standard
diagnostic tools
1.8 Common malfunctions
and resolutions.
1.9 Root cause of a routine
malfunction
LO2: Look for 1.1 Current hardware and  Self-paced Instructional
solutions to software Materials uploaded in
routine problems 1.2 Helpdesk practices, LMS
processes and procedures  Self-Checks (Quiz)
1.3 Operating Systems  Search Engine
1.3 Standard diagnostic tools  Video Conferencing (MS
1.4 Malfunctions and Teams)
resolutions  https://www.linkedin.com/
1.5 Appropriate hardware  www.youtube.com
and software  INFORMATION SHEET
1.6 Appropriate helpdesk
practices, processes and
procedures
1.7 Appropriate Operating
Systems
1.8 Appropriate standard
diagnostic tools
1.9 Common malfunctions
and resolutions.
1.10 Root cause of a routine

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 malfunction
LO3 3.1 Standard procedures  Self-paced Instructional
3.2 Documentation Materials uploaded in
Recommend
procedures LMS
solutions to
3.3 Solutions and documents  Self-Checks (Quiz)
problems
3.4 Established correct  Search Engine
procedures  Video Conferencing (MS
Teams)
 https://www.linkedin.com/
 www.youtube.com
 INFORMATION SHEET

Course: Contact Center Services NC II

Unit of Develop Career and Life Decisions
Competency:
Module Title: Developing Career and Life Decisions
Modality: Check which modality will be applied. Multi-Modal is allowed.

(x)Full online ()Blended online () Distance Learning

Learning Contents Learning Resources

Outcomes
LO1 Manage 1.1 Self-management  Self-paced Instructional
one’s emotion strategies Materials uploaded in
1.2 Enablers and barriers in LMS
achieving personal and  Self-Checks (Quiz)
career goals  Search Engine
1.3 Techniques in handling  Video Conferencing (MS
negative emotions Teams)
1.4 Techniques in managing  https://www.linkedin.com/
properly emotions and  www.youtube.com
situations  INFORMATION SHEET
1.5 Self-discipline, and
initiative to achieve personal
and career goals
1.6 Confidence, and
resilience in negative
emotions and unpleasant
situations
LO2 Develop 2.1 SWOT analysis  Self-paced Instructional
2.2 Strategies to improve Materials uploaded in
reflective
attitude LMS
practice
2.3 Gibbs’ Reflective  Self-Checks (Quiz)
2.4 SWOT analysis as self-  Search Engine
assessment strategy  Video Conferencing (MS
2.5 Practice in reflective Teams)
realization of limitations.  https://www.linkedin.com/
2.6 Self-acceptance and  www.youtube.com
being able to accept  INFORMATION SHEET

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 challenges
LO3 Boost self- 3.1 Self-Regulation Theory  Self-paced Instructional
confidence and (SRT) Materials uploaded in
develop self- 3.2 Personality development LMS
regulation concepts  Self-Checks (Quiz)
3.3 Self-help concepts  Search Engine
3.4 Effective communication  Video Conferencing (MS
skills Teams)
3.5 Effective skills –  https://www.linkedin.com/
flexibility, adaptability, etc.  www.youtube.com
3.6 Determining strengths  INFORMATION SHEET
and weaknesses

Course: Contact Center Services NC II

Unit of Contribute to workplace innovation
Competency:
Module Title: Contributing to workplace innovation
Modality: Check which modality will be applied. Multi-Modal is allowed.

(x)Full online ()Blended online () Distance Learning

Learning Contents Learning Resources

Outcomes
LO1: Identify 1.1 Roles of individuals  Self-paced Instructional
1.2 Impacts and challenges Materials uploaded in
opportunities to
in innovation. LMS
do things better
1.3 Types of changes and  Self-Checks (Quiz)
responsibility.  Search Engine
1.4 Seven habits of highly  Video Conferencing (MS
effective people. Teams)
1.5 Opportunities to improve  https://www.linkedin.com/
and to do things better  www.youtube.com
1.6 Positive impacts and the  INFORMATION SHEET
challenges of change and
innovation.
1.7 Within and outside of
own scope of responsibility
LO2: Discuss 2.1 Roles of individuals  Self-paced Instructional
and develop ideas 2.2 Impacts and challenges Materials uploaded in
with others in innovation. LMS
2.3 Types of changes and  Self-Checks (Quiz)
responsibility.  Search Engine
2.4 Seven habits of highly  Video Conferencing (MS
effective people. Teams)
2.5 Opportunities to improve  https://www.linkedin.com/
and to do things better  www.youtube.com
2.6 Positive impacts and the  INFORMATION SHEET
challenges of change and
innovation.
2.7 Within and outside of

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 own scope of responsibility
2.8 Small group discussions
and meetings.
LO3. Integrate 3.1 Individuals roles  Self-paced Learning
ideas for change 3.2 Positive impacts and Materials uploaded in
in the workplace challenges in innovation. LMS
the proposed 3.3 Types of changes and  Self-Checks (Quiz)
action plans responsibility.  Task Sheet
3.4 Seven habits of highly  Performance Criteria
effective people. Checklist
3.5 Basic research skills.  Google Search Engine
3.6 Opportunities to do  Video Conferencing (Google
things better Meet)
3.7 The challenges of  https://www.linkedin.com/
change and innovation.  www.youtube.com
3.8 Own scope of  INFORMATION SHEET
responsibility.
3.9 Small group discussions
and meetings.
3.10 Skills in analysis and
interpretation of data

Course: Contact Center Services NC II

Unit of Present relevant information
Competency:
Module Title: Presenting relevant information
Modality: Check which modality will be applied. Multi-Modal is allowed.

(x)Full online ()Blended online () Distance Learning

Learning Contents Learning Resources

Outcomes
LO1 Gather 1.1 Organizational protocols  Self-paced Instructional
data/information 1.2 Confidentiality Materials uploaded in
1.3 Accuracy LMS
1.4 Business mathematics and  Self-Checks (Quiz)
statistics  Search Engine
1.5 Data analysis techniques  Video Conferencing (MS
and procedures Teams)
1.6 Reporting requirements  https://www.linkedin.com/
1.7 Legislation, policy and  www.youtube.com
procedures to conduct  INFORMATION SHEET
evaluations
1.8 Organizational values, ethics
and codes of conduct
1.9 Organizational protocols
1.10 Protecting confidentiality
1.11 Accuracy
LO2: Assess 2.1 Business mathematics and  Self-paced Instructional
gathered data/ statistics Materials uploaded in

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information 2.2 Data analysis techniques LMS
2.3 Data report requirements  Self-Checks (Quiz)
2.4 Legislation and policy  Search Engine
related to conduct of evaluations  Video Conferencing (MS
2.5 Values, ethics and codes of Teams)
conduct  https://www.linkedin.com/
2.6 Business mathematics and  www.youtube.com
statistics computation  INFORMATION SHEET
2.6 Data analysis techniques
2.7 Stating Legislation and
policy related to conduct of
evaluations
2.8 Stating Values, ethics and
codes of conduct
LO3 Record and 3.1 Data analysis techniques  Self-paced Instructional
present 3.2 Data report requirements Materials uploaded in
information 3.3 Legislation and policy LMS
related to conduct of evaluations  Self-Checks (Quiz)
3.4 Values, ethics and codes of  Search Engine
conduct  Video Conferencing (MS
3.5 Describing techniques in Teams)
data analysis  https://www.linkedin.com/
3.6 Stating Legislation and  www.youtube.com
policy related to conduct of  INFORMATION SHEET
evaluations
3.7 Stating Values, ethics and
codes of conduct
3.8 Stating Legislation and
policy related to conduct of
evaluations
3.9 Stating Values, ethics and
codes of conduct

Course: Contact Center Services NC II

Unit of Practice Occupational Safety and Health Policies and Procedures
Competency:
Module Title: Practicing Occupational Safety and Health Policies and Procedures
Modality: Check which modality will be applied. Multi-Modal is allowed.

(x)Full online ()Blended online () Distance Learning

Learning Contents Learning Resources

Outcomes
LO1 Identify 1.1. OSH preventive and control  Self-paced Instructional
OSH compliance requirements Materials uploaded in
requirements 1.2. Hierarchy of Controls LMS
1.3. Hazard Prevention and  Self-Checks (Quiz)
Control  Search Engine
1.4. General OSH principles  Video Conferencing (MS
1.5. Work standards and Teams)

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 procedures  https://www.linkedin.com/
1.6. Safe handling procedures of  www.youtube.com
tools, equipment and materials  INFORMATION SHEET
1.7. Emergency plan
1.8. Communication skills
1.9. Interpersonal skills
1.10. Critical thinking skills
1.11. Observation skills
LO2 Prepare 2.1. Hierarchy of controls  Self-paced Instructional
OSH 2.2. General OSH principles Materials uploaded in
requirements for 2.3. Standards and procedures LMS
compliance 2.4. tools, equipment and  Self-Checks (Quiz)
materials safe handling  Search Engine
techniques tools, equipment and  Video Conferencing (MS
materials Teams)
2.5. Different OSH control  https://www.linkedin.com/
measures  www.youtube.com
2.6. Communication skills  INFORMATION SHEET
2.7. Estimation skills
2.8. Interpersonal skills
2.9. Critical thinking skills
2.10. Observation skills
2.11. Material, tool and
equipment identification skills
LO3 Perform 3.1 OSH work standards  Self-paced Instructional
tasks in 3.2 Industry work activities Materials uploaded in
accordance with 3.3 General OSH principles LMS
relevant OSH 3.4 OSH Violations/Non-  Self-Checks (Quiz)
policies and compliance  Search Engine
procedures 3.5 Communication skills  Video Conferencing (MS
3.6 Interpersonal skills Teams)
3.7 Troubleshooting skills  https://www.linkedin.com/
3.8 Critical thinking skills  www.youtube.com
3.9 Observation skills  INFORMATION SHEET
LO4 Understand 4.1 RA 11551, Labor Education  Self-paced Instructional
the labor Act Materials uploaded in
education act 4.2 Importance of labor education LMS
based on the act to future workers  Self-Checks (Quiz)
labor code of the 4.3 Labor Code of the  Search Engine
Philippines. Philippines  Video Conferencing (MS
Teams)
 https://www.linkedin.com/
 www.youtube.com
 INFORMATION SHEET

Course: Contact Center Services NC II

Unit of Exercise Efficient and Effective Sustainable Practices in the
Competency: Workplace
Module Title: Exercising Efficient and Effective Sustainable Practices in the
Workplace

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 Modality: Check which modality will be applied. Multi-Modal is allowed.

(x)Full online ()Blended online () Distance Learning

Learning Contents Learning Resources

Outcomes
LO1 Identify the 1.1. Importance of  Self-paced Instructional
efficiency and Environmental Literacy Materials uploaded in
effectiveness of 1.2. Environmental Work LMS
resource Procedures  Self-Checks (Quiz)
utilization 1.3. Waste Minimization  Search Engine
1.4. Efficient Energy  Video Conferencing (MS
Consumptions Teams)
1.5 Recording Skills  https://www.linkedin.com/
1.6 Writing Skills  www.youtube.com
1.7 Innovation Skills  INFORMATION SHEET
LO2 2.1 Environmental inefficiencies  Self-paced Instructional
and ineffectiveness Materials uploaded in
Determine 2.2 Deductive Reasoning Skills LMS
causes of 2.3 Critical thinking  Self-Checks (Quiz)
inefficiency 2.4 Problem Solving  Search Engine
and/or 2.5 Observation Skills  Video Conferencing (MS
ineffectiveness Teams)
of resource  https://www.linkedin.com/
utilization  www.youtube.com
 INFORMATION SHEET
LO3 Convey 3.1 Environmental hazards  Self-paced Instructional
inefficient and 3.2 Environmental corrective Materials uploaded in
ineffective actions LMS
environmental 3.1 Written and Oral  Self-Checks (Quiz)
practices Communication Skills  Search Engine
3.2 Critical thinking  Video Conferencing (MS
3.3 Problem Solving Teams)
3.4 Observation Skills  https://www.linkedin.com/
3.5 Environmental Awareness  www.youtube.com
 INFORMATION SHEET

Course: Contact Center Services NC II

Unit of Practice Entrepreneurial Skills in the Workplace
Competency:
Module Title: Practicing Entrepreneurial Skills in the Workplace
Modality: Check which modality will be applied. Multi-Modal is allowed.

(x)Full online ()Blended online () Distance Learning

Learning Contents Learning Resources

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 Outcomes
LO1 Apply 1.1 Policies and criteria  Self-paced Instructional
entrepreneurial 1.2 Resource utilization Materials uploaded in
workplace best 1.3 Entrepreneurial attitudes - LMS
practices Patience  Self-Checks (Quiz)
1.4 Entrepreneurial attitudes -  Search Engine
Honesty  Video Conferencing (MS
1.5 Entrepreneurial attitudes – Teams)
Quality consciousness  https://www.linkedin.com/
1.6 Entrepreneurial attitudes –  www.youtube.com
Safety consciousness  INFORMATION SHEET in
1.7 Entrepreneurial attitudes -
Resourcefulness
1.8 Communication skills
1.9 Quality Standards
LO2 2.1 policies and criteria  Self-paced Instructional
2.2 Resource utilization Materials uploaded in
Communicate 2.3 Entrepreneurial attitudes - LMS
entrepreneurial Patience  Self-Checks (Quiz)
workplace best 2.4 Entrepreneurial attitudes -  Search Engine
practices Honesty  Video Conferencing (MS
2.5 Entrepreneurial attitudes – Teams)
Quality consciousness  https://www.linkedin.com/
2.6 Entrepreneurial attitudes –  www.youtube.com
Safety consciousness  INFORMATION SHEET
2.7 Entrepreneurial attitudes -
Resourcefulness
2.8 Communication skills
2.9 Quality Standards
2.10 Communication Protocol
LO3 Implement 3.1 Optimization of resources  Self-paced Instructional
cost-effective 3.2 5S Materials uploaded in
operation 3.3 Cost effectiveness criteria LMS
3.4 Workplace productivity  Self-Checks (Quiz)
3.5 Entrepreneurial mindset  Search Engine
3.6 Fostering entrepreneurial –  Video Conferencing (MS
Quality consciousness Teams)
3.7 Fostering entrepreneurial –  https://www.linkedin.com/
Safety consciousness  www.youtube.com
3.8 Preservation and  INFORMATION SHEET
optimization
3.9 Judicious use of tools,
equipment and materials
3.10 Constructive contributions
for office operations
3.11 Sustaining ability to work
within allotted time and finances

0
Training Plan

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 Common Competencies – 18 hrs.

Course: Contact Center Services NC II

Unit of APPLY QUALITY STANDARDS
Competency:
Module Title: APPLYING QUALITY STANDARDS
Modality: Check which modality will be applied. Multi-Modal is allowed.

(x)Full online ( )Blended online ( ) Distance Learning

Learning Contents Learning Resources

Outcomes
LO1 Plan and 1.1. Production processes,  Self-paced Instructional
prepare for task materials and products Materials uploaded in
to be 1.2. The materials and electronic LMS
undertaken production  Self-Checks (Quiz)
1.3. Quality  Search Engine
1.4. Workplace management  Video Conferencing (MS
1.5. Safety and environmental Teams)
aspects of production processes  https://www.linkedin.com/
1.6. Fault identification and  www.youtube.com
reporting  INFORMATION SHEET
1.7. Quality improvement
process
1.8. Skills in reading to interpret
work instruction
1.9. Skills in communication to
interpret work instruction
1.10. Workplace OHS policies
LO2 Assess 2.1. Production processes,  Self-paced Instructional
own work materials and products Materials uploaded in
2.2. The materials and electronic LMS
production  Self-Checks (Quiz)
2.3. Quality  Search Engine
2.4. Workplace management  Video Conferencing (MS
2.5. Safety and environmental Teams)
aspects of production processes  https://www.linkedin.com/
2.6. Fault identification and  www.youtube.com
reporting  INFORMATION SHEET
2.7. Quality improvement
process
2.8. Skills in reading to interpret
work instruction
2.9. Skills in communication to
interpret work instruction
2.10. Workplace OHS policies
LO3 Engage 3.1. Production processes,  Self-paced Instructional
in quality materials and products Materials uploaded in
improvement 3.2. The materials and electronic LMS
production  Self-Checks (Quiz)

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 3.3. Quality  Search Engine
3.4. Workplace management  Video Conferencing (MS
3.5. Safety and environmental Teams)
aspects of production processes  https://www.linkedin.com/
3.6. Fault identification and  www.youtube.com
reporting  INFORMATION SHEET
3.7. Quality improvement
process
3.8. Skills in reading to interpret
work instruction
3.9. Skills in communication to
interpret work instruction
3.10. Workplace OHS policies

Course: Contact Center Services NC II

Unit of PERFORM COMPUTER OPERATIONS
Competency:
Module Title: PERFORMING COMPUTER OPERATIONS
Modality: Check which modality will be applied. Multi-Modal is allowed.

(x)Full online ( )Blended online ( ) Distance Learning

Learning Contents Learning Resources

Outcomes
LO1 Plan and 1.1 Ergonomics of keyboard and  Self-paced Instructional
prepare for task computer Materials uploaded in LMS
to be 1.2 Types of computers and  Self-Checks (Quiz)
undertaken operating systems  Search Engine
1.3 Main parts of a computer  Video Conferencing (MS
1.4 Storage devices and Teams)
categories of memory  https://www.linkedin.com/
1.5 Types of computer software  www.youtube.com
1.6 Computer security  INFORMATION SHEET
1.7 Viruses
1.8 OHS principles and
responsibilities
1.9 Computer capacity
1.10 Skills in reading to interpret
work instruction
LO2 Input 2.1 Ergonomics of keyboard and  Self-paced Instructional
data into computer Materials uploaded in LMS
computer 2.2 Types of computers and  Self-Checks (Quiz)
operating systems  Search Engine
2.3 Main parts of a computer  Video Conferencing (MS
2.4 Storage devices and Teams)
categories of memory  https://www.linkedin.com/
2.5 Types of computer software  www.youtube.com
2.6 Computer security  INFORMATION SHEET
2.7 Viruses
2.8 OHS principles and

13 | P a g e
 responsibilities
2.9 Computer capacity
2.10 Skills in reading to interpret
work instruction
LO3 Access 3.1 Ergonomics of keyboard and  Self-paced Instructional
information computer Materials uploaded in LMS
using computer 3.2 Types of computers and  Self-Checks (Quiz)
operating systems  Search Engine
3.3 Main parts of a computer  Video Conferencing (MS
3.4 Storage devices and Teams)
categories of memory  https://www.linkedin.com/
3.5 Types of computer software  www.youtube.com
3.6 Computer security  INFORMATION SHEET
3.7 Viruses
3.8 OHS principles and
responsibilities
3.9 Computer capacity
3.10 Skills in reading to interpret
work instruction
LO4 4.1 Ergonomics of keyboard and  Self-paced Instructional
Produce/output computer Materials uploaded in LMS
data using 4.2 Types of computers and  Self-Checks (Quiz)
computer operating systems  Search Engine
system 4.3 Main parts of a computer  Video Conferencing (MS
4.4 Storage devices and Teams)
categories of memory  https://www.linkedin.com/
4.5 Types of computer software  www.youtube.com
4.6 Computer security  INFORMATION SHEET
4.7 Viruses
4.8 OHS principles and
responsibilities
4.9 Computer capacity
4.10 Skills in reading to interpret
work instruction
LO5 Maintain 5.1 Ergonomics of keyboard and  Self-paced Instructional
computer computer Materials uploaded in LMS
equipment and 5.2 Types of computers and  Self-Checks (Quiz)
systems operating systems  Search Engine
5.3 Main parts of a computer  Video Conferencing (MS
5.4 Storage devices and Teams)
categories of memory  https://www.linkedin.com/
5.5 Types of computer software  www.youtube.com
5.6 Computer security  INFORMATION SHEET
5.7 Viruses
5.8 OHS principles and
responsibilities
5.9 Computer capacity
5.10 Skills in reading to interpret
work instruction

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 Training Plan
Core Competencies – 108 hrs.

Course: Contact Center Services NC II

Unit of Communicate Effectively in English
Competency:
Module Title: Communicating Effectively in English

Modality: Check which modality will be applied. Multi-Modal is allowed.

(x)Full online ( )Blended online ( ) Distance Learning

Learning Contents Learning Resources

Outcomes
LO1: 1.1. Call flow process and  Self-paced Learning
Demonstrate an Procedure Materials uploaded in
ability to 1.2. Product knowledge LMS
express oneself (optional)  Self-Checks (Quiz)
in a clear and 1.3. Rules of basic grammar  Task Sheet
concise manner in verbal communication  Performance Criteria
1.4. Appropriate attitude Checklist
required in  Google Search Engine
1.5. Confidence in speaking  Video Conferencing (Google
English Meet)
1.6. 3 C’s of communication  https://www.linkedin.com/
(clarity, conciseness, and  www.youtube.com
consistency) to effectively  INFORMATION SHEET
deliver messages,
feedback and instruction
1.7. Oral English
communication skills to
effectively deliver a
persuasive conversation
LO2: 2.1. Rules of basic  Self-paced Learning
Demonstrate an communication Materials uploaded in
ability to listen 2.2. Rules of effective business LMS
and communication in customer  Self-Checks (Quiz)
comprehend service  Task Sheet
effectively 2.3. Common used of  Performance Criteria
idioms/colloquialisms (whether Checklist
American, Canadian, Australian,  Google Search Engine
or British) to effectively achieve  Video Conferencing (Google
cross cultural sensitivity Meet)
 https://www.linkedin.com/
 www.youtube.com
 INFORMATION SHEET

Course: Contact Center Services NC II

Unit of Perform Customer Service Delivery Processes
Competency:

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 Module Title: Performing Customer Service Delivery Processes
Modality: Check which modality will be applied. Multi-Modal is allowed.

(x)Full online ( )Blended online ( ) Distance Learning

Learning Contents Learning Resources

Outcomes
LO1: 1.1. Call flow process/  Self-paced Learning
Demonstrate an procedures Materials uploaded in
ability to 1.2. Rules of basic grammar LMS
express oneself in verbal communication  Self-Checks (Quiz)
in a clear and 1.3. Rules of basic  Task Sheet
concise manner communication  Performance Criteria
1.4. 3 C’s of communication Checklist
1.5. Oral English  Google Search Engine
communication skills  Video Conferencing (Google
1.6. Commonly used of Meet)
idioms/colloquialisms  https://www.linkedin.com/
(whether American,  www.youtube.com
Canadian, Australian, or  INFORMATION SHEET
British)
1.7. Maintenance of economic
and environmental
requirements
1.8. Occupational health and
safety standards in the
workplace and 5S
disciplines are strictly
allowed
LO2: 2.1. Industry, job  Self-paced Learning
Demonstrate an expectations, and career Materials uploaded in
ability to identify opportunities in contact LMS
a customer centers  Self-Checks (Quiz)
need 2.2. Fundamentals of  Task Sheet
customer service  Performance Criteria
2.3. (optional) Product Checklist
knowledge  Google Search Engine
2.4. Rules of effective  Video Conferencing (Google
business communication Meet)
in customer service  https://www.linkedin.com/
2.5. User manuals  www.youtube.com
2.6. Information sources  INFORMATION SHEET
2.7. Procedures in economic
and environmental
requirement
2.8. OHS & 5S disciplines
LO3: 3.1. Confidence in speaking  Self-paced Learning
Demonstrate an English Materials uploaded in
ability to capture 3.2. Written and verbal LMS
and provide instruction  Self-Checks (Quiz)

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 information 3.3. Input and Output  Task Sheet
and/or technologies  Performance Criteria
directions 3.4. Procedures in economic Checklist
and environmental  Google Search Engine
requirement  Video Conferencing (Google
3.5. OHS & 5S disciplines Meet)
 https://www.linkedin.com/
 www.youtube.com
 INFORMATION SHEET

Course: Contact Center Services NC II

Unit of Demonstrate Ability to Effectively Engage Customers
Competency:
Module Title: Demonstrating Ability to Effectively Engage Customer

Modality: Check which modality will be applied. Multi-Modal is allowed.

(x)Full online ( )Blended online ( ) Distance Learning

Learning Contents Learning Resources

Outcomes
LO1. 1.1. Call flow process /  Self-paced Learning
Demonstrate an procedure Materials uploaded in
ability to 1.2. (optional) Product LMS
empathize with a knowledge  Self-Checks (Quiz)
customer 1.3. Rules of basic grammar  Task Sheet
in verbal communication  Performance Criteria
1.4. Rules of basic Checklist
communication  Google Search Engine
1.5. Rules of effective  Video Conferencing
business communication (Google Meet)
in customer service  https://www.linkedin.com/
1.6. Rules for building  www.youtube.com
effective interpersonal INFORMATION SHEET
relationship
1.7. Confidence in speaking
English
1.8. 3 C’s of communication
1.9. Oral English
communication skills
1.10. Common used of idioms/
colloquialisms (whether
American, Canadian,
Australian, or British)
1.11. Procedures in economic
and environmental
requirement
1.12. OHS & 5S disciplines
LO2: 2.1. Methods and techniques  Self-paced Learning
Demonstrate an for answering customer Materials uploaded in

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 ability to manage complaints LMS
difficult 2.2. Methods and techniques  Self-Checks (Quiz)
conversations for managing difficult  Task Sheet
customers  Performance Criteria
2.3. Methods and techniques Checklist
for managing conflict and  Google Search Engine
stress  Video Conferencing
2.4. Manage difficult (Google Meet)
customers  https://www.linkedin.com/
2.5. Manage conflict and  www.youtube.com
stress  INFORMATION SHEET
2.6. Procedures in economic
and environmental
requirement
2.7. OHS & 5S disciplines

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