Grade 11 Contact Center Services

Content standard

The learners demonstrate understanding of the principles, processes, tools, and equipment integral to the contact center industry.

Performance standard

The learners apply industry knowledge of contact center operations, including key terminologies, tools, equipment, and their practical applications in delivering efficient and high-quality customer service.

Learning competencies (3)

• CONCTR-G11-Q1-01

  Discuss concepts in contact center industry

• CONCTR-G11-Q1-02

  Discuss the contact center jargons

• CONCTR-G11-Q1-03

  Perform procedures using the tools and equipment in the contact center industry

Content standard

The learners demonstrate an understanding of common cultural variables affecting communication and effective communication skills.

Performance standard

The learners perform effective voice control with appropriate rate, volume, pitch, and tone to ensure clear and professional communication.

Learning competencies (5)

• CONCTR-G11-Q2-01

  Discuss common cultural variables

• CONCTR-G11-Q2-02

  Apply the technical aspects of voice for effective communication

• CONCTR-G11-Q2-03

  Use English colloquialism and idiomatic expressions in communication

• CONCTR-G11-Q2-04

  Perform call listening skills specifically tailored for phone interactions

• CONCTR-G11-Q2-05

  Analyze probing questions specifically tailored for phone transactions

Content standard

The learners demonstrate understanding of the fundamental concepts, processes, and best practices in handling product services and market, inbound and outbound call management customer service settings.

Performance standard

The learners perform inbound and outbound call management, as well as call procedures.

Learning competencies (3)

• CONCTR-G11-Q3-01

  Discuss the potential products, services, and markets in the contact center industry

• CONCTR-G11-Q3-02

  Perform inbound call simulations

• CONCTR-G11-Q3-03

  Perform outbound call simulations

Content standard

The learners demonstrate understanding of the fundamental concepts, processes, and best practices in handling product services and market for non-voice customer service settings.

Performance standard

The learners perform non-voice services and procedures.

Learning competencies (2)

• CONCTR-G11-Q4-01

  Discuss non-voice products and service handling processes

• CONCTR-G11-Q4-02

  Perform non-voice simulations