final ict_contact center services grade 7-10.pdf

8/9/2019 Final ICT_Contact Center Services Grade 7-10.pdf

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K to 12 BASIC EDUCATION CURRICULUM

TECHNOLOGY AND LIVELIHOOD EDUCATION

K to 12 Information and Communications Technology — Contact Center Services Curriculum Guide December 2013 *LO – Learning Outcome Page 1 of 19

INFORMATION AND COMMUNICATIONS TECHNOLOGY – CONTACT CENTER SERVICES

Grade 7/8 (Exploratory)Course Description:

This is an exploratory and introductory course that leads to a Contact Center Services, National Certificate (NC II). It covers five (5) common competencies thata Grade7/8 Technology and Livelihood Education (TLE) student ought to possess, namely: 1) use of equipment, 2) performing computer operation, 3) applying qualitystandards, 4) interpreting technical drawing and plans, and 5) practicing Occupational Health and Safety (OHS) procedures.

The preliminaries of this exploratory course include the following: 1) discussion of the relevance of the course, 2) explanation of key concepts relative to the course,and 3) exploration of career opportunities.

CONTENT CONTENT STANDARD PERFORMANCE STANDARD LEARNING COMPETENCIES CODE

Introduction

1. Relevance of the course 2. Basic concepts in Contact

Center Services 3. Career opportunities

The learners demonstrate anunderstanding ofbasic concepts and underlyingtheories in Contact CenterServices

The learners shall be able to

independently demonstrate

common competencies in

Contact Center Services as

prescribed by the TESDA

Training Regulation

The learners …

1.

Discuss the relevance of thecourse

2. Explain basic concepts inContact Center Services

3. Explore on opportunities forContact Center Services asa career

LESSON 1: PERSONAL ENTREPRENEURIAL COMPETENCIES (PECS)

1. Assessment of PersonalEntrepreneurial Competenciesand Skills (PECs) vis-à-vis apracticingentrepreneur/employee

1.1 Characteristics1.2 Attributes1.3 Lifestyle1.4 Skills1.5 Traits

2.

Analysis of PECs in relation to a practitioner

The learners demonstrate anunderstanding ofone’s PECs

The learners shall be able torecognize his/her PECs andprepares an activity plan thataligns with that of apractitioner/entrepreneur inContact Center Services

LO 1. Recognize PECs neededin Contact Center Services

1.1 Assess one’s PECs:characteristics, attributes,lifestyle, skills, traits

1.2 Assess practitioner’s:characteristics, attributes,lifestyle, skills, traits

1.3 Compare one’s PECS withthat of a practitioner

/entrepreneur1.4 Align one’s PECS with that ofa practitioner/entrepreneur

TLE_PECS8/7-00-1

LESSON 2: ENVIRONMENT AND MARKET (EM)

1. Key concepts of Environment and Market

2. Products and services available

The learners demonstrate anunderstanding ofenvironment and market

The learners shall be able toindependently generate abusiness idea based on the

LO 1. Generate a businessidea that relates with a

career choice in Contact

TLE_EM7/8-00-1


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in the market 3. Differentiation of products and

services 4. Customers and their buying

habits5. Competition in the market6. SWOT Analysis

relating to a career choice inContact Center Services

analysis of environment andmarket in Contact CenterServices

Center

1.1 Conduct SWOT analysis1.2 Identify the different

products/services available inthe market

1.3 Compare differentproducts/services in Contact

Center business1.4 Determine the profilepotential customers

1.5 Determine the profilepotential competitors

1.6 Generate potential businessidea based on the SWOTanalysis

LESSON 3: USE OF TOOLS AND EQUIPMENT (UT)

1. Equipment in Contact CenterServices

The learners demonstrate anunderstanding ofequipment used in ContactCenter Services

The learners shall be able toindependently use equipment inContact Center Services

LO 1. Prepare equipment1.1 List equipment based on job

requirement1.2 Identify appropriate

equipment1.3 Classify equipment according

to function and taskrequirement

TLE_ICTCC7/8UT-0a-1

2. Procedure in accomplishingforms:2.1 Job order slips2.2 Borrower’s slip

3. Requisition procedures

LO 2. Inspect equipmentreceived

2.1 Check the list of equipmentto be requested per jobrequirement

2.2 Inspect the requestedequipment

2.3 Assess the condition of all

equipment for properoperation and safety

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LESSON 4: MAINTAIN COMPUTER EQUIPMENT AND SYSTEMS (MT)

1. Computer workstation andnetwork

2. Computer peripherals 3. Telephone, dialer etc. 4. Security measures5. Antivirus software/programs 6. File Management

The learners demonstrate anunderstanding ofconcepts and principles inmaintaining computerequipment and systems

The learners shall be able toindependently maintainscomputer equipment andsystems as prescribed by theTESDA Training Regulations

LO1. Maintain computer

equipment and systems

1.1 Ensure the security of data,including regular back-upsand virus checks inaccordance with standardoperating procedures

1.2 Perform basic filemaintenance procedure inline with the SOP

TLE_ICTCC7/8MT-0c-1

LESSON 5: PERFORM MENSURATION AND CALCULATION (MC)

1. Geographical variables Distance measurementand conversion 1.1 Time zones1.2 Temperature1.3 Weather and climate

2. Currency conversion3. Storage media capacity

The learners demonstrate anunderstanding ofconcepts and principles inperforming mensuration andcalculation

The learners shall be able toindependently performmensuration and calculation asprescribed by the TESDATraining Regulations

LO 1. Perform basic

mensuration1.1 Identify geographical

variables to be measured1.2 Use basic mathematical

processes for routinecalculations

1.3 Employ different techniques

in checking accuracy of thecomputation

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LESSON 6: PREPARE AND INTERPRET TECHINICAL DRAWING (TD)

1. Basic symbols2. Basic Elements

2.1 Schematic diagram2.2 Charts

2.3 Block diagrams

2.4 Layout plans

2.5

Loop diagram

The learners demonstrate anunderstanding ofconcepts and principles inpreparing and interpretingtechnical drawings and workplans in Contact Center

Services

The learners shall be able toindependently prepare andinterpret technical drawings andwork plans accurately

LO 1. Identify different kindsof technical drawings

1. 1 Identify basic symbols usedin technical drawing

1.2 Select technical drawing inaccordance with the job

requirement

TLE_ICTCS7/8ID-0e-1

3. Flowchart interpretation3.1 Types of flowchart

LO 2. Interpret technical

drawing

2.1 Identify the basic symbolsused in flow charting

2.2 Interpret the symbols usedin flow charting

2.3 Create a flow chart thatdepicts a simple scenario

TLE_ICTCS7/8ID-0f-2

LESSON 7: PRACTICE OCCUPATIONAL HEALTH AND SAFETY PROCEDURE (OS)

1. Hazards and risks control 1.1 safety regulations1.2 indicators of hazard and

risks1.3 contingency measures

The learners demonstrate anunderstanding ofconcepts and principles ofOccupational Health andSafety (OHS) Procedures inrelation to hazards and risks inthe workplace

The learners shall be able toconsistently observe andpractice OHS procedures in theworkplace

LO 1. Identify hazards and

risks

1.1 Explain hazards and risks inthe workplace

1.2 Identify hazards and risksindicators in the workplace

1.3 Apply contingency measuresin accordance with the OHSProcedures

TLE_ICTCS7/8OS-0g-1

2. Evaluation of hazards and risks2.1 Effects of hazards and

risks in the work place

LO 2. Evaluate hazards andrisks

2.1 Determine the effects ofhazards and risks

2.2 Classify the types of hazardsand risks in the workplace

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3. Hazards and risks control3.1 Safety regulation

LO 3. Control hazards andrisks 3.1 Follow OHS Procedures for

controlling hazards and risks3.2 Use personal protective

equipment (PPE)3.3 Follow and observe

organizational protocol whenproviding emergencyassistance

TLE_ICTCS7/8OS-0i-3

4. Maintenance of OHS Proceduresawareness

4.1 Operational health andsafety procedures,practices and regulations

LO 4. Maintain occupational

health and safety regulations4.1 Participate in related drills

and training4.2 Prepare OHS personal

records in accordance withworkplace requirements

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INFORMATION AND COMMUNICATIONS TECHNOLOGY – CONTACT CENTER SERVICES Grade 9 (Specialization)

Course Description:

This is a specialization course that leads to a Contact Center Services National Certificate Level II (NC II). It covers two (2) core competencies that a Grade 9Technology and Livelihood Education (TLE) student ought to possess, namely: 1) performing basic computer operations and Internet navigation, and 2) demonstrating anunderstanding of local and international geography and cultures.

The preliminaries of this specialization course include the following: 1) discussion of the relevance of the course, 2) explanation of key concepts relative to thecourse, and 3) exploration of career opportunities.


Introduction

1. Relevance of the course 2. Concepts and core competencies

in Contact Center Services3. Career opportunities

The learners demonstrate anunderstanding of concepts,underlying theories, and corecompetencies in ContactCenter Services

The learners shall be able todemonstrate competencies inContact Center Services asprescribed by the TESDATraining Regulation

The learners … 1.

Discuss the relevance of thecourse

2. Explain concepts, theories,and core competencies inContact Center Services

3. Explore on opportunities forContact Center Services as acareer

LESSON 1: PERSONAL ENTREPRENEURIAL COMPETENCIES (PECS)

1.

Assessment of PersonalCompetencies and Skills (PECs)vis-à-vis a practicingentrepreneur/ employee inlocality/town. 1.1Characteristics1.2 Attributes1.3 Lifestyle1.4 Skills1.5 Traits

2. Analysis of PECs in relation to a practitioner

3.

Align, strengthen, and developones PECs based on theresults

The learners demonstrate anunderstanding ofone’s PECs in Contact Center Services

The learners shall be able torecognize his/her PECs andprepare an activity plan thataligns with that of apractitioner/entrepreneur inContact Center Services

LO 1. Recognize PECs needed

in Contact Center Services 1.1 Assess one’s PECs:

characteristics, attributes,lifestyle, skills, traits

1.2 Assess practitioner’s:characteristics, attributes,lifestyle, skills, traits

1.3 Compare one’s PECs withthose of a practitioner

/entrepreneur1.4 Align one’s PECs with those

of a practitioner/entrepreneur

TLE_PECS9-I0-1


1. Market (Town)2. Key concepts of Market

The learners demonstrate anunderstanding of

The learners shall be able tocreate a business vicinity map

LO 1. Recognize andunderstand the market in

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3. Players in the market(Competitors)

4. Products and services availablein the market

environment and market inContact Center Services inone’s locality/town.

reflective of a potential marketin Contact Center Services alocality/town

Contact Center Services

1.1 Identify the players/competitors within the town

1.2 Identify the differentproducts/services available inthe market

5. Market (Customer)6. Key concepts of identifying

and understanding theconsumer

7. Consumer Analysis through:7.1 Observation7.2 Interviews 7.3 FGD 7.4 Survey

LO 2. Recognize the potential

customer/market in Contact

Center Services2.1 Identify the profile of

potential customers2.2 Identify the customer’s needs

and wants through consumeranalysis

2.3 Conduct consumer/marketanalysis

TLE_EM9-I0-2

LESSON 3: PERFORM BASIC COMPUTER OPERATIONS AND INTERNET NAVIGATION (CO)

1. Safety measures2. Basic computer parts3. Connection of PC hardware and

peripheral devices4. Keyboard layout and functions5. Basic PC hardware and

software operation and

function 6. Computer start-up procedures7. Operating system features8. Online help functions

The learners demonstrate anunderstanding of concepts and principles ofbasic computer operations andinternet navigation

The learners shall be able to demonstrate skills in basiccomputer operations andinternet navigation

LO 1. Apply computer basic

operation procedures

1.1 Observe OHS policies andprocedures in computeroperation and internetnavigation in accordance withrequirements

1.2 Check basic peripheraldevices based on properconnection

1.3 Start computer according tologon procedures

1.4 Access operating systemfeatures and functions

1.5 Use available online helpfunctions

TLE_ICTCC9CO-Ia-j-1

9. Application programs installationprocedure

10. Installed programs configuration11. Searched features of a program12. Online help of a program

LO 2. Install, configure, and

work with application program

2.1 Configure software settingsaccording to the given task

2.2 Manipulate featuresof application programs

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2.3 Select appropriate software inaccordance with the giventask

2.4 Open destination of filedirectory

2.5 Search files and documentsusing the online help of aprogram

13. Hard drive and file concepts14. File saving and retrieving15. Finding relevant information16. Software features/utilities

LO 3. Organize and manipulate

files3.1 Identify files in a

directory/folder according totypes and usage

3.2 Save documents with filenames according to therequirement

3.3 Manipulate files according tothe set procedures

3.4 Restore deleted files usingthe standard utility

3.5 Locate files/information usingthe standard features/utility

TLE_ICTCC9CO-IIIa-

b-3

17. Internet application programinstallation

18. Internet software19. Terms and definitions20. Search Engine21. E-mail Sending and retrieving22. Internet connection23. Internet protocols and data

types24. Privacy and security measures

related to online tasks

LO 4. Work with Internet

4.1 Identify Installed Internetapplication programs and stateaccording to their purposes

4.2 Demonstrate Internetsoftware on how it can be useoffline

4.3 Define relevant terms and usecorrectly

4.4 Identify potential security risks

4.5 Search files and documents inrelated links using searchengines

4.6 Follow procedures inconfiguring privacy andsecurity measures to onlinetask

4.7 Manipulate e-mail messages

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based on requirements4.8 Retrieve files attached to

incoming e-mails

25. Safety measures26. Preventive measures for

computer viruses27. Closing the files and programs28. Procedure in closing the

computer

LO 5. Log off from a computer

5.1 Observe OHS policies andprocedures in turning off thecomputer in accordance withthe SOP

5.2 Update installed firewallprotection and antivirussoftware

5.3 Scan removable storagedevices using antivirussoftware before opening anyfiles/applications

5.4 Save file based on properprocedures

5.5 Close all applicationprograms

5.6 Shut down the computerbased on proper procedures

5.7 Shut down computer andperipheral devices

TLE_ICTCC9CO-IIIh-5

LESSON 4: UNDERSTANDING OF LOCAL AND INTERNATIONAL GEOGRAPHY AND CULTURES (GC)

1. Introduction to local andinternational cultures

2. Cultural variables

2.1 Time zones2.2 Holidays2.3 Cities, etc.

3. Cultural similarities andDifferences

4. Local and international l

The learners demonstrate anunderstanding ofconcepts and principles of localand international geography

and cultures

The learners shall be able to demonstrate skills in and applyan understanding of local andinternational geography and

cultures

LO 1. Apply knowledge of

common cultural variables

1.1 Identify cultural variables and

values of target customers1.2 Identify cultural similarities

and differences that affectcustomer and businesstransactions

LO 2. Apply knowledge of localand international geography

TLE_ICTCC9GC-IVa-c-

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language/accent5. Accent improvement6. Geographic variables

6.1 Regions6.2 States and Capitals6.3 Time Zones and Daylight-

Saving Time (DST)7. Basic geography

7.1 Recognize place namesand common personnames

7.2 Correct pronunciation ofnames

7.3 Map reading7.4 State abbreviations

2.1 Familiarize with the differentaccents and regional style

2.2 Identify geographic variablesthat affect customer andbusiness transactions

2.3 Apply knowledge of local andinternational geography inday- to-day businesstransactions

TLE_ICTCC9GC-IVd-j-

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Grade 10 (Specialization)

Course Description:

This is a specialization course that leads to a Contact Center Services National Certificate Level II (NC II). It covers two (2) core competencies that a Grade 10Technology and Livelihood Education (TLE) student ought to possess, namely: 1) communicating effectively using the English language and 2) delivering quality customerservice.

The preliminaries of this specialization course include the following: 1) discussion of the relevance of the course, 2) explanation of key concepts relative to thecourse, and 3) exploration of career opportunities.


Introduction

1. Relevance of the course 2. Basic concepts and core

competencies in Contact CenterServices

3. Career opportunities

The learners demonstrate anunderstanding ofbasic concepts, theories, andcore competencies in ContactCenter Services


independently provide quality

and marketable service in

Contact Center Services as

prescribed by the TESDA

Training Regulations

The learners…

1. Discuss the relevance of thecourse

2. Explain basic concepts,theories, and corecompetencies in ContactCenter Services

3. Explore opportunities for acareer in Contact CenterService

LESSON 1: PERSONAL ENTREPRENEURIAL COMPETENCIES - PECs (PC)

1. Assessment of PersonalCompetencies and Skills (PECs)vis-à-vis a practicingentrepreneur/employee in aprovince 1.1 Characteristics1.2 Attributes1.3 Lifestyle1.4 Skills

1.5 Traits2. Analysis of PECs in relation to a

practitioner3. Application of PECs to the chosen

business/career

The learners demonstrate anunderstanding ofone’s PECs in Contact Center Services

The learners shall be able tocreate a plan of action thatstrengthens/ further developsone’s PECs in Contact Center Services

LO 1. Develop and strengthenPECs needed in Contact

Center Services

1.1 Identify areas forimprovement, development,and growth

1.2 Align one’s PECs according tohis/her business/career choice

1.3 Create a plan of action that

ensures success of his/herbusiness/career choice

TLE_PECS10-I0-1

Prerequisite:Grade 9 Contact Center Services


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1. Product Development2. Key concepts of developing a

product3. Finding Value4. Innovation

4.1 Unique SellingProposition (USP)

The learners demonstrate anunderstanding ofthe environment and marketof Contact Center Services inone’s town/municipality

The learners shall be able tocreate a business vicinity mapreflective of potential market inContact Center Services in atown/municipality

LO 1. Develop a product/

service in Contact CenterServices

1.1 Identify what is of “Value” tothe customer

1.2 Identify the customer to sellto

1.3 Explain what makes aproduct unique andcompetitive

1.4 Apply creativity andInnovative techniques todevelop marketable product

1.5 Employ a Unique SellingProposition (USP) to theproduct/service

TLE_EM10-I0-1

5. Selecting Business Idea6. Key concepts of Selecting

a Business Idea6.1 Criteria6.2 Techniques

LO 2. Select a business idea

based on the criteria and

techniques set

2.1 Enumerate various criteriaand steps in selecting abusiness idea

2.2 Apply the criteria/steps inselecting a viable businessidea

2.3 Determine a business ideabased on thecriteria/techniques set

TLE_EM10-I0-2

7. Branding LO 3. Develop a brand for the

product

3.1 Identify the benefits of havinga good brand

3.2 Enumerate recognizablebrands in the town/province

3.3 Enumerate the criteria for

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developing a brand3.4 Generate a clear and

appealing product brand

LESSON 3: COMMUNICATING EFFECTIVELY IN ENGLISH (CE)

1. Communication pathways1.1 verbal1.2 written

1.3 email and other electronicmethods

1.4 supervisors, peers andsubordinates

1.5 agent to customer2. Elements of communication

2.1 message2.2 sender2.3 transmission medium2.4 recipient2.5 noise2.6 context

3. Barriers3.1 noise3.2 time3.3 message quality3.4 ethnocentrism3.5 conflict of ideas3.6 prejudgment

The learners demonstrate anunderstanding ofconcepts and principles in

communicating effectively inEnglish


demonstrate the proper skills of

communicating effectively in

the English language in

accordance with company

policies

LO 1. Analyze communication

process

1.1 Identify communication

pathway available inaccordance with the contactcenter SOP

1.2 Identify elements ofcommunication in eachpathway

1.3 Take appropriate actionaccording to establishedpractices

1.4 Identify barriers tocommunication in a customercontact center

1.5 Take action in accordancewith company policies

TLE_ICTCC10CE-Ia-c-1

4. Oral skills4.1 phonemes4.2 sentence construction

5. Grammar5.1 subject-verb agreement

5.2 tense and aspect5.3 preposition5.4 modifiers5.5 conditionals

6. Listening skills7. Writing skills

7.1 spelling7.2 organization

LO 2. Communicate and listen

effectively

2.1 Identify the differencebetween verbalcommunication and other

communication types as percompany and customerrequirements

2.2 Use English languagedeploying oral, written,listening, and grammar skills

2.3 Use active listeningtechniques to enhance the

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7.3 paragraphing7.4 punctuation7.5 transition markers7.6 sentence construction7.7 jargons

transmission of messagestoward developing messagereception

2.4 Translate verbalcommunication intowritten/electroniccommunication according towritten standards

8. Voice8.1 rate8.2 volume8.3 pitch8.4 tone

9. Accent9.1 stress9.2 intonation9.3 blending9.4 phrasing

10. Conversational Cues

LO 3. Use paralanguage

communication cues 3.1 Identify the importance of

voice and accent in thecontact center industry

3.2 Use correct vocal techniquesto enhance messagereception

3.3 Rephrase messages to suitconversational cues to conveyideas

3.4 Use paralinguistic cues

appropriate to customers andworkplace situations inaccordance with theestablished procedures

TLE_ICTCC10CE-IIa-j-3

LESSON 4: DELIVERING QUALITY CUSTOMER SERVICES (QS)

1. Types of industry2. Business Process Outsourcing3. Types of products and

services 4. Call center agents

performance matrix

The learners demonstrate anunderstanding ofconcepts and principles indelivering quality customerservices


demonstrate appropriate

approaches in delivering quality

customer services in

accordance with call-center

industry policies

LO 1. Demonstrate

understanding of the BPO/CallCenter industry

1.1 Describe the BPO/ CallCenter Industry

1.2 Describe the basic services

related to customer service,sales, and technical supportwithin BPO/ Call CenterIndustry

1.3 Explain the basicperformance matrix of a callcenter agent

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5. Clients/customers’ needs 5.1 counseling5.2 directory5.3 booking5.4 technical support5.5 academic instruction5.6 travel advisories5.7 sales5.8 data gathering

6. Products and services6.1 financial services6.2 technical support6.2 sales support6.3 client-specific products

7. Interactive communication7.1 Gathering information in a

courteous, professionalmanner

7.2 Active listening7.3 Probing skills

7.3.1 paraphrasing7.3.2 summarizing7.3.3 clarifying

7.4 Ensuring consistent qualityservice for all types ofcustomers

7.5 Avoiding sensitive topics(e.g. politics, religion)

8. Hold process8.1 why hold is necessary8.2 permission before placing

customers on hold

8.3 hold time estimates8.3 returning to the call if hold

is longer than estimatedtime

8.4 acknowledging the customerfor holding upon returningto the call

9. Phone etiquette

LO 2. Transmit/receive calls to

or from customers 2.1 Identify types of calls in

accordance with theclient/customer’s needs

2.2 Use interactivecommunication in accordance

with customer-managementrelationship standards2.3 Address customers’

inquiries/concerns2.4 Provide courtesy to the

customer in accordance withcustomer relationshipmanagement

2.5 Establish rapport inaccordance withcustomer/client relationship

2.6 Identify inquiries/concernsrequired for transfer/hold inaccordance with theenterprise policy

2.7 Summarize the informationand confirm that theobjectives are met whenending calls

2.8 Observe proper telephoneetiquette in closing theconversation

2.9 Protect customer information

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9.1 Creating a good firstimpression

9.2 Following the standard holdprocedure

9.3 Transferring a call9.4 Taking notes during the call9.5 Making a last impression

10. Protocols for handling difficult orirate customers

11. Process of handling customerinquiries

12. Empathy12.1 Acknowledging peoples’

feelings 12.2 Understanding the

customer/clients’ situation

12.3 Acknowledging the

situation and providingappropriate response

13. Language for dealing withcustomer complaints

14. Process of handing off customersto supervisors

LO 3. Handle customers’

complaints

3.1 Respond to complaintspromptly with empathy

3.2 Address customers’complaints with clear, direct,accurate, and timely response

3.3 Establish details of complaintsand use basic remedies inaccordance with enterprisepolicy

3.4 Implement appropriatereferral or hands-offprocedures as required

3.5 Refer complicated concerns tohigher authority

TLE_ICTCC10QS-IVa-f-3

15. Problem solving skills16. Active listening or questioning

skills17. Instruction techniques18. Documentation procedures19. Influencing/ Persuasion

techniques

LO 4. Provide after-sales

support and document events 4.1 Ensure customer satisfaction

by making a return call4.2 Discuss action/s necessary to

resolve complaint/s andconfirm with the customer

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4.3 Record agreements reachedwith the customer andimplement within agreed timeframe

4.4 Initiate follow-up action/s toensure that agreements withcustomers are implemented4.5 Document actions andresolutions agreed upon withthe customer in accordancewith company procedures


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GLOSSARY


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Code Book Legend

Sample: TLE_ICTCC10QS-IVg-j-4

DOMAIN/ COMPONENT CODE

Personal Entrepreneurial Competencies PECS

Environment and Market EM

Use of Hand Tools and Equipment UT

Maintain Computer Equipment and Systems MT

Perform Mensuration and Calculation MC

Prepare and Interpret Technical Drawing ID

Practice Occupational Health and Safety Procedures OS

Perform Basic Computer Operations and Internet

NavigationCO

Understanding of Local and International

Geography and CulturesGC

Communicating Effectively in English CE

Delivering Quality Costumer Services QS

LEGEND SAMPLE

First Entry

Learning Area andStrand/ Subject or

Specialization

Technology and

Livelihood Education_Information andCommunications

TechnologyContact Center Services

TLE_ICTCC10

Grade Level Grade 10

Uppercase Letter/s Domain/Content/Component/ Topic Delivering QualityCustomer Services QS

-

Roman Numeral

*Zero if no specific quarterQuarter Fourth Quarter IV

Lowercase Letter/s

*Put a hyphen (-) inbetween letters to indicate

more than a specific week

Week Week Seven to Ten g-j

-

Arabic Number CompetencyProvide after-sales

support and documentevents

4

final ict_contact center services grade 7-10.pdf

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