CONTACT CENTER SERVICES NC II – TESDA COURSE MODULE

TESDA TRAINING REGULATIONS FOR CONTACT CENTER SERVICES NC II

The TESDA Course in CONTACT CENTER SERVICES NC II consists of competencies that a person must achieve to interact with customers to provide information about products and services. It also covers handling of customer’s complaints, inbound customer service, order taking and inquiry response handling, and outbound telemarketing.

This Qualification is packaged from the competency map of the Information and Communication Technology Industry (Service sector)

TRAINEE ENTRY REQUIREMENTS

Trainees or students wishing to enroll in these course qualifications should possess the following requirements:

• Must have completed at least 10 yrs. basic education or an ALS certificate of achievement with grade 10 equivalent holder
• Can communicate in English either oral or written

This list does not include specific institutional requirements such as educational attainment, appropriate work experience, and others that may be required of the trainees by the school or training center delivering this TVET program.

A student who has achieved this TESDA Course in CONTACT CENTER SERVICES NC II is competent to be:

• Inbound/Outbound Contact Center Service Agent, including entry-level positions for:
  • Inbound
  • Sales
  • Customer Service
  • Technical Support
  • IT Helpdesk
  • Outbound
  • Sales
  • Survey
  • Collection

CONTACT CENTER SERVICES NC II – TRAINING AND REGULATION MODULE

Course Title: CONTACT CENTER SERVICES
Level: NC II
Nominal Training Duration :

(Basic Competency) 18 Hours
(Common Competency) 18 Hours
(Core Competency) 108 Hours

Total Duration: 144 Hours

This course is designed to develop the basic and common knowledge, skills, and attitudes of a Contact Center Services Provider in accordance with industry standards. It covers the basic, common and core competencies. Specifically, it includes competencies such as – communicate effectively in English for customer service, demonstrate ability to effectively engage customers and perform customer service delivery processes.

COMPETENCIES REQUIRED IN CONTACT CENTER SERVICES NC II

This units of competency comprising this qualification include Basic, Common, and Core Competencies.

To obtain this TESDA course in CONTACT CENTER SERVICES NC II, all units prescribed for this qualification must be achieved.

These units of competency comprising this qualification include the following:

UNIT CODE	CORE COMPETENCIES (108 Hours)
ICT313365	Communicate effectively in English for customer service
ICT313366	Perform customer service delivery processes
ICT313367	Demonstrate ability to effectively engage customers
UNIT CODE	COMMON COMPETENCIES (18 Hours)
ICT315202	Apply quality standards
ICT311203	Perform computer operations
UNIT CODE	BASIC COMPETENCIES (18 Hours)
500311105	Participate in workplace communication
500311106	Work in a team environment
500311107	Practice career professionalism
500311108	Practice occupational health and safety procedures

This section gives the details and contents of the units of competency required in CONTACT CENTER SERVICES NC II. These units of competency are categorized into basic, common and core competencies.

CORE COMPETENCIES

This section gives the details of the contents of the core units of competency required in CONTACT CENTER SERVICES NC II.

UNIT TITLE : COMMUNICATE EFFECTIVELY IN ENGLISH FOR CUSTOMER SERVICE
UNIT CODE : ICT313365

This unit covers the knowledge and skills needed to communicate effectively in English while conducting a customer service delivery process.

1. Demonstrate an ability to express oneself in a clear and concise manner
   • Proficiency in communication is manifested by expressing oneself effectively
   • 3 C’s of communication is applied to effectively deliver messages, feedback and instruction
2. Demonstrate an ability to listen and comprehend effectively
   • Listening effectively is demonstrated by being able to appropriately respond to questions and requests
   • Comprehension is demonstrated by being able to respond effectively with awareness of audience and purpose

UNIT TITLE : PERFORM CUSTOMER SERVICE DELIVERY PROCESSES
UNIT CODE : ICT313366

This unit covers the knowledge and skills needed to effectively conduct a customer service delivery process.

1. Demonstrate an ability to answer or make a call
   • Calls are answered in accordance with enterprise inbound procedures
   • Calls are made in accordance with enterprise outbound procedures
2. Demonstrate an ability to identify a customer need
   • Customer needs are identified appropriately to avoid irritation
   • Customer concern is clarified or confirmed by paraphrasing
3. Demonstrate an ability to capture and provide information and/or directions
   • Information from a call is captured and recorded accurately in accordance with prescribed process guidelines
   • Ability to carry out written and verbal instructions is demonstrated accurately in accordance with prescribed process guidelines
   • Ability to direct the customer concerns to the correct department or support group is demonstrated accurately in accordance with prescribed process guidelines

UNIT TITLE : DEMONSTRATE ABILITY TO EFFECTIVELY ENGAGE CUSTOMERS
UNIT CODE : ICT313367

This unit covers the knowledge and skills needed to demonstrate an ability to engage customers.

1. Demonstrate an ability to empathize with a customer
   • Ability to sense feelings of customer and respond accordingly to acknowledge such feelings is demonstrated
   • Empathy for the customer was demonstrated according to the purpose of the call
2. Demonstrate an ability to manage difficult conversations
   • Methods and techniques are applied for managing difficult conversations in order to diffuse an upset customer in accordance with prescribed process guidelines
   • Manifestations of stress in conversations are avoided in accordance with prescribed process guidelines

COMMON COMPETENCIES

UNIT TITLE : APPLY QUALITY STANDARDS
UNIT CODE : 506315202

This unit covers the knowledge, skills, attitudes and values needed to apply quality standards in the workplace. The unit also includes the application of relevant safety procedures and regulations, organization procedures and customer requirements.

1. Assess quality of received materials
   • Work instruction is obtained and work is carried out in accordance with standard operating procedures.
   • Received materials are checked against workplace standards and specifications.
   • Faulty materials related to work are identified and isolated.
   • Faults and any identified causes are recorded and/or reported to the supervisor concerned in accordance with workplace procedures.
   • Faulty materials are replaced in accordance with workplace procedures.
2. Assess own work
   • Documentation relative to quality within the company is identified and used.
   • Completed work is checked against workplace standards relevant to the task undertaken.
   • Errors are identified and isolated.
   • Information on the quality and other indicators of production performance are recorded in accordance with workplace procedures.
   • In cases of deviations from specific quality standards, causes are documented and reported in accordance with the workplace’ s standards operating procedures.
3. Engage in quality improvement
   • Process improvement procedures are participated in relative to workplace assignment.
   • Work is carried out in accordance with process improvement procedures.
   • Performance of operation or quality of product of service to ensure customer satisfaction is monitored.

UNIT TITLE : PERFORM COMPUTER OPERATIONS
UNIT CODE : 506311203

This unit covers the knowledge, skills, attitudes and values needed to perform computer operations which include inputting, accessing, producing and transferring data using the appropriate hardware and software.

1. Plan and prepare for task to be undertaken
   • Requirements of task are determined in accordance with the required output.
   • Appropriate hardware and software are selected according to task assigned and required outcome.
   • Task is planned to ensure that OH & S guidelines and procedures are followed.
   • Client -specific guidelines and procedures are followed.
   • Required data security guidelines are applied in accordance with existing procedures.
2. Input data into computer
   • Data are entered into the computer using appropriate program/application in accordance with company procedures.
   • Accuracy of information is checked and information is saved in accordance with standard operating procedures.
   • Inputted data is stored in storage media according to requirements.
   • Work is performed within ergonomic guidelines.
3. Access information using computer
   • Correct program/application is selected based on job requirements.
   • Program/application containing the information required is accessed according to company procedures.
   • Desktop icons are correctly selected, opened and closed for navigation purposes.
   • Keyboard techniques are carried out in line with OH & S requirements for safe use of keyboards.
4. Produce output/ data using computer system
   • Entered data are processed using appropriate software commands.
   • Data are printed out as required using computer hardware /peripheral devices in accordance with standard operating procedures.
   • Files and data are transferred between compatible systems using computer software, hardware/ peripheral devices in accordance with standard operating procedures.
5. Use basic functions of a www-browser to locate information
   • Information requirements for internet search are established.
   • Browser is launched.
   • Search engine is loaded.
   • Appropriate search criteria/or URL of site is entered.
   • Relevant links are followed to locate required information.
   • Useful pages are bookmarked or printed as required.
6. Maintain computer equipment and systems
   • Procedures for ensuring security of data, including regular back-ups and virus checks are implemented in accordance with standard operating procedures.
   • Basic file maintenance procedures are implemented in line with the standards operating procedures.

BASIC COMPETENCIES

UNIT OF COMPETENCY : PARTICIPATE IN WORKPLACE COMMUNICATION
UNIT CODE : 500311105

This unit covers the knowledge, skills and attitudes required to gather, interpret and convey information in response to workplace requirements.

1. Obtain and convey workplace information
   • Specific and relevant information is accessed from appropriate sources
   • Effective questioning, active listening and speaking skills are used together and convey information
   • Appropriate medium is used to transfer information and ideas
   • Appropriate non- verbal communication is used
   • Appropriate lines of communication with supervisors and colleagues are identified and followed
   • Defined workplace procedures for the location and storage of information are used
   • Personal interaction is carried out clearly and concisely
2. Participate in workplace meetings and discussions
   • Team meetings are at ended on time
   • Own opinions are clear expressed and those of others are listened to without interruption
   • Meeting inputs are consistent with the meeting purpose and established protocols
   • Workplace interactions are conducted in a courteous manner
   • Questions about simple routine workplace procedures and matters concerning working conditions of employment are asked and responded to.
   • Meetings outcomes are interpreted and implemented
3. Complete relevant work related documents
   • Range of forms relating to conditions of employment are completed accurately and legibly
   • Workplace data is recorded on standard workplace forms and documents
   • Basic mathematical processes are used for routine calculations
   • Errors in recording information on forms/documents are identified and properly acted upon
   • Reporting requirements to supervisor are completed according to organizational guidelines

UNIT OF COMPETENCY : WORK IN TEAM ENVIRONMENT
UNIT CODE : 500311106

This unit covers the skills, knowledge and attitudes to identify role and responsibility as a member of a team.

1. Describe team role and scope
   • The role and objective of the team is identified from available sources of information
   • Team parameters, reporting relationships and responsibilities are identified from team discussions and appropriate external sources.
2. Identify own role and responsibility within team
   • Individual role and responsibilities within the team environment are identified.
   • Roles and responsibility of other team members are identified and recognized.
   • Reporting relationships within team and external to team are identified.
3. Work as a team member
   • Effective and appropriate forms of communications used and interactions undertaken with team members who contribute to known team activities and objectives.
   • Effective and appropriate contributions made to complement team activities and objectives, based on individual skills and competencies and workplace context.
   • Observed protocols in reporting using standard operating procedures.
   • Contribute to the development of team work plans based on an understanding of team’s role and objectives and individual competencies of the members.

UNIT OF COMPETENCY : PRACTICE CAREER PROFESSIONALISM
UNIT CODE : 500311107

This unit covers the knowledge, skills and attitudes in promoting career growth and advancement.

1. Integrate personal objectives with organizational goals
   • Personal growth and work plans are pursued towards improving the qualifications set for the profession
   • Intra- and interpersonal relationships is are maintained in the course of managing oneself based on performance evaluation
   • Commitment to the organization and its goal is demonstrated in the performance of duties
2. Set and meet work priorities
   • Competing demands are prioritized to achieve personal, team and organizational goals and objectives.
   • Resources are utilized efficiently and effectively to manage work priorities and commitments
   • Practices along economic use and maintenance of equipment and facilities are followed as per established procedures
3. Maintain professional growth and development
   • Trainings and career opportunities are identified and availed of based on job requirements
   • Recognitions are sought/received and demonstrated as proof of career advancement
   • Licenses and/or certifications relevant to job and career are obtained and renewed

UNIT OF COMPETENCY : PRACTICE  OCCUPATIONAL HEALTH AND SAFETY PROCEDURES
UNIT CODE : 500311108

This unit covers the outcomes required to comply with regulatory and organizational requirements for occupational health and safety.

1. Identify hazards and risks
   • Safety regulations and workplace safety and hazard control practices and procedures are clarified and explained based on organization procedures
   • Hazards/risks in the workplace and their corresponding indicators are identified to minimize or eliminate risk to co-workers, workplace and environment in accordance with organization procedures
   • Contingency measures during workplace accidents, fire and other emergencies are recognized and established in accordance with organization procedures
2. Evaluate hazards and risks
   • Terms of maximum tolerable limits which when exceeded will result in harm or damage are identified based on threshold limit values (TLV)
   • Effects of the hazards are determined
   • OHS issues and/or concerns and identified safety hazards are reported to designated personnel in accordance with workplace requirements and relevant workplace OHS legislation
3. Control hazards and risks
   • Occupational Health and Safety (OHS) procedures for controlling hazards/risks in workplace are consistently
     followed
   • Procedures for dealing with workplace accidents, fire and emergencies are followed in accordance with organization OHS policies
   • Personal protective equipment (PPE) is correctly used in accordance with organization OHS procedures and practices
   • Appropriate assistance is provided in the event of a workplace emergency in accordance with established organization protocol
4. Maintain OHS awareness
   • Emergency-related drills and trainings are participated in as per established organization guidelines and procedures
   • OHS personal records are completed and updated in accordance with workplace requirements

DEFINITION OF TERMS

• GENERAL
  1. Certification – is the process of verifying and validating the competencies of a
  person through assessment
  2. Certificate of Competency (COC) – is a certification issued to individuals who
  pass the assessment for a single unit or cluster of units of competency
  3. Common Competencies – are the skills and knowledge needed by all people
  working in a particular industry
  4. Competency – is the possession and application of knowledge, skills and attitudes
  to perform work activities to the standard expected in the workplace
  5. Competency Assessment – is the process of collecting evidence and making
  judgments on whether competency has been achieved
  6. Competency Standard (CS) – is the industry-determined specification of
  competencies required for effective work performance
  7. Context of Assessment – refers to the place where assessment is to be
  conducted or carried out
  8. Core Competencies – are the specific skills and knowledge needed in a particular
  area of work – industry sector/occupation/job role
  9. Critical aspects of competency – refers to the evidence that is essential for
  successful performance of the unit of competency
  10. Elective Competencies – are the additional skills and knowledge required by the
  individual or enterprise for work
  11. Elements – are the building blocks of a unit of competency. They describe in
  outcome terms the functions that a person perform in the workplace
  12. Evidence Guide – is a component of the unit of competency that defines or
  identifies the evidences required to determine the competence of the individual. It
  provides information on critical aspects of competency, underpinning knowledge,
  underpinning skills, resource implications, assessment method and context of
  assessment
  13. Level – refers to the category of skills and knowledge required to do a job
  14. Method of Assessment – refers to the ways of collecting evidence and when
  evidence should be collected
  15. National Certificate (NC) – is a certification issued to individuals who achieve all
  the required units of competency for a national qualification defined under the
  Training Regulations. NCs are aligned to specific levels within the PTQF
  16. Performance Criteria – are evaluative statements that specify what is to be
  assessed and the required level of performance
  17. Qualification – is a cluster of units of competencies that meets job roles and is
  significant in the workplace. It is also a certification awarded to a person on
  successful completion of a course in recognition of having demonstrated
  competencies in an industry sector
  18. Range of Variables – describes the circumstances or context in which the work is
  to be performed
  19. Recognition of Prior Learning (RPL) – is the acknowledgement of an individual’s
  skills, knowledge and attitudes gained from life and work experiences outside
  registered training programs
  20. Resource Implications – refers to the resources needed for the successful
  performance of the work activity described in the unit of competency. It includes
  work environment and conditions, materials, tools and equipment
  21. Basic Competencies – are the skills and knowledge that everyone needs for work
  22. Training Regulations (TR) – refers to the document promulgated and issued by
  TESDA consisting of competency standards, national qualifications and training
  guidelines for specific sectors/occupations. The TR serves as basis for
  establishment of qualification and certification under the PTQF. It also serves as
  guide for development of competency-based curricula and instructional materials
  including registration of TVET programs offered by TVET providers
  23. Underpinning Knowledge – refers to the competency that involves in applying
  knowledge to perform work activities. It includes specific knowledge that is
  essential to the performance of the competency
  24. Underpinning Skills – refers to the list of the skills needed to achieve the elements
  and performance criteria in the unit of competency. It includes generic and industry
  specific skills
  25. Unit of Competency – is a component of the competency standards stating a
  specific key function or role in a particular job or occupation; it is the smallest
  component of achievement that can be assessed and certified under the PTQF
  SECTOR-SPECIFIC
  1. Browser – a software package that provides the user interface for accessing
  Internet, Intranet and Extranet Web sites.
  2. Computer – a device that has the ability to accept data; internally store and
  execute a program of instructions; perform mathematical, logical, and manipulative
  operations on data; and report the results.
  3. Contact Center – an organization that provides customer interaction services such
  as customer care, technical support and advisory services to other companies for a
  fee. The center also extends outbound customer campaigns such as telemarketing
  and sales.
  4. Data – objective measurements of the attributes (characteristics) of entities such as
  people, places, things, and events.
  5. Documentation – a collection of documents or information.
  6. Ergonomics – the science and technology emphasizing the safety, comfort, and
  ease of use of human-operated machines. The goal of ergonomics is to produce
  systems that are user-friendly: safe, comfortable and easy to use.
  7. Information – data placed in a meaningful and useful context for an end user.
  8. Information and Communication Technology (ICT) – refers to technologies
  associated with the transmission and exchange of data in the form of sound, text,
  visual images, signals or any combination of those forms through the use of digital
  technology. It encompasses such services as telecommunications, posts,
  multimedia, electronic commerce, broadcasting, and information technology.
  9. Knowledge workers – people whose primary work activities include creating,
  using, and distributing information.
  10. Protocol – a set of rules and procedures for the control of communication in a
  communications network.
  11. Software – computer programs and procedures concerned with the operation of an
  information system.
  12. Standards – measures of performance developed to evaluate the progress of a
  system toward its objectives
  13. System – an assembly of methods, procedures, or techniques unified by regulated
  interaction to form an organized whole
  14. Telecommunications – pertaining to the transmission of signals over long
  distances, including not only data communications but also the transmission of
  images and voices using communication technologies.