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CBLM’S ON
CONTACT CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Document No. ICT313365
Issued by:
Divine Life Institute
of Cebu 1 | P a g e
Developed by:
RYAN B.GODES Revision # 00
TECHNICAL EDUCATION AND SKILLS DEVELOPMENT
AUTHORITY
DIVINE LIFE INSTITUTE OF CEBU
YATI, LILO-AN,CEBU
In Partial Fulfillment of the Requirements for the National Assessment of
TRAINERS METHODOLOGY 1
Submitted by:
RYAN B.GODES
Submitted to:
DR. DENNIS A. SAMAR
FACILITATOR/TRAINER
NOVEMBER 2021
TESDA

CBLM’S ON
CONTACT CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
of Cebu 2 | P a g e
Developed by:
Ryan Bohol Godes
________________________
Purok 2, San Jose Cebu City
09159616199
godesbohol@gmail.com
EDUCATION
Diploma In Professional Education
BSBA -Human Resource Development and Management
WORK EXPERIENCE
PRO-DIGIES INC.
Recruitment Officer
03/2015 - Present,
GOLDEN ARCHES DEVELOPMENT CORP.
Mcdonalds’s JCentre Mall
Local Store Marketing
9/15/2003-12/31/2017
CERTIFICATES
Contact Center Services NCII
Intellesense Inst. Of Technology
Mandaue City,

CBLM’S ON
CONTACT CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
of Cebu 3 | P a g e
Developed by:

CBLM’S ON
CONTACT CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
of Cebu 4 | P a g e
Developed by:

CBLM’S ON
CONTACT CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
of Cebu 5 | P a g e
Developed by:

CBLM’S ON
CONTACT CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
of Cebu 6 | P a g e
Developed by:

CBLM’S ON
CONTACT CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
of Cebu 7 | P a g e
Developed by:
TABLE OF CONTENTS
1.Module of Instructions 1
2.Personal Data Sheet 2
3.College Diploma 3
4.National Certificate 4
5 Industry Certificates 5-6
6.table of contents 7-9
7. Plan Training Session 10
8.How to use this CBLM? 11-12
9.Data Gathering Sheets 13-16
10.Form1.1 Self-Assessment Checklist 17-19
11.Form 1.2 Evidence of current
competencies acquired related to
job/occupation
20-24
12.Identifying training gaps. Form 1.3
Summaries of current competencies vs.
required competencies
25-29
13.Form 1.4 Training needs 30
14.Session Plan 31-33
15.Parts of Competency Based Learning
Materials
34
16.List of Competencies 35
17.Learning outcome summary 36
18.Module Content 37
19.Learning Experiences 38
20.Information Sheets 1.1.1 39-44
21.Self Checks 1.1.1 45
22.Answer keys 1.1.1 46
23.Information sheets 1.2.1 47-49
24.Self check 50
25Answer Key 51
26.Task Sheets 1.1.1 52
27.Performance Criteria Checklist 53
28.Task Sheets 1.2.1 54
25.Performance Criteria Checklist 55
29.Evidence Plan 56
30.Table of specification 57
31.Written Exam 58-62
32.Answer key 63
33.Performance test 64
34.Performance criteria checklist 65

CBLM’S ON
CONTACT CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
of Cebu 8 | P a g e
Developed by:
35.Questioning tools 66-67
36.Training tool and equipment inventory 68-69
37.Workshop Lay-out 70
38.Bibliography 71
39.Title Page:Facilitate Learning Session 72
40.Training Activity Matrix 73-77
41.Tile page SUPERVISEED WORK
BASED LEARNING)
78
42.Training Plan 79-81
39.Trainees record book 82-106
43.Trainees Progress Sheet 107
44.Immersion Evaluation Report 108 -113
45.Title pageMAINTAINING TRAINING
FACILITIES)
115
43.Operational Procedures 118
46.Housekeeping schedules 117120
47.Equipment maintenance schedule 121-123
46. Workshop housekeeping schedule
summary
124-125
47.Housekeeping Inspection Checklist 126
48.Equipment maintenance inspection
checklist
127
49. Danger /Caution Tag-out Index and
record audit card
128
50.Waste Segregation 129
51.Breakdown/Repair report 130
52. Salvage report 131
53.Equpmentrecord with code and
drawing
132
54.Inspection report 133
55.Prchase request report 134
56.Workshop lay-out 135

CBLM’S ON
CONTACT CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
of Cebu 9 | P a g e
Developed by:
PLAN TRAINING
SESSION

CBLM’S ON
CONTACT CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
of Cebu 1 0 |
P a g e
Developed by:
Sector: Information
Communications and
Technology
Qualification Title: Contact Center Services
NC II
Unit of Competency: Communicate In English
Effectively For Customer
Service
Module Title: Communicate In English
Effectively For Customer
Service
Trainer: Ryan B.Godes
Training Center: Divine Life Institute of
Cebu, Inc.
Central Nautical Hwy,
Liloan, 6002 Cebu City

CBLM’S ON
CONTACT CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
of Cebu 1 1 |
P a g e
Developed by:
Welcome Trainees,
The unit of competency in Communicate effectively in English for customer
service is one of the competencies of CONTACT CENTER SERVICES NCII
QUALIFICATION, a course which comprises the knowledge skills and attitude
required for trainees to process.
In this module you are required to go through a series of learning activities in
order to complete each learning outcomes of the module, in each learning
outcomes are Information Sheets, Self –Check, Task Sheets, and Job Sheets.
Kindly follow the learning activities on your own .If you have a question don’t
hesitate to ask your facilitator for assistance
Remember to work through all the information and complete the activities in such
section.
Read the information sheets and self –check .Answer keys are included in this
package to allow immediate feedback. Answering the self –check will help you
acquire the knowledge content of this competency.
Perform task sheets until you are confident that your output conforms the
performance criteria checklist that follows the sheets.
Submit outputs of the task and job sheets to your facilitator for evaluation and
recording in the Accomplishment chart. Outputs shal serve as your portfolio
during the institutional competency evaluation
A certificate of achievement will be awarded to you after passing the evaluation.
You must pass the institutional competency evaluation for the competency before
moving to another competency.

CBLM’S ON
CONTACT CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
of Cebu 1 2 |
P a g e
Developed by:
Data Gathering Instrument for Trainee’s Characteristics
Please answer the following instrument according to the
characteristics described below. Encircle the letter of your
choice that best describes you as a learner. Blank spaces are
provided for some data that need
Name of Learner: Mariel Estole
Characteristics of learners
Language Literacy
&Vocabulary
Average grade in:
English
a. 95 and above
b. 90 to 94
c. 85 to 89
d. 80 to 84
e.75 to 79
Average grade in
1. Speaking a
(LLV)
2. 2.Reading a
3. 3.Writing b
4. 4.Listening b
a. 95 and above
b. 90 to 94
c. 85 to 89
d. 80 to 84
e. 75 to 79
Cultural and
language
background
Ethnicity/culture:
a. Cebuano
b. Waray-waray
c. Boholano
d. Bisaya
e. Tagalog
f. Others( please specify)

CBLM’S ON
CONTACT CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
of Cebu 1 3 |
P a g e
Developed by:
Educational
Background
Highest Educational Attainment:
a. High School Level
b. High School Graduate
c. College Level
d. College Graduate
e. with units in Master’s degree
f. Masteral Graduate
g. With units in Doctoral Level
h. Doctoral Graduate
Sex a. Male b. Female
Age Your age: 21
Physical ability 1. Disabilities(if any)
2. Existing Health Conditions (Existing illness if any)
a. None
b. Asthma
c. Heart disease
d. Anemia
e. Hypertension
f. Diabetes
g. Others(please specify)
Computer &Typing
Skills
Average grade in the Computer:
a. 95 and above
b. 90 to 94
c. 85 to 89
d. 80 to 84
e.75 to 79

CBLM’S ON
CONTACT CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
of Cebu 1 4 |
P a g e
Developed by:
Previous
learning
experience
List down trainings related to Contact Center
Services
NONE
Training Level
completed
National Certificates acquired and NCII level
NONE
Special courses Other courses related to Contact Center
Services
NONE
Learning styles a. Visual - The visual learner takes mental pictures of
information given, so in order for this kind of
learner to retain information,
oral or written, presentations of new

CBLM’S ON
CONTACT CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
of Cebu 1 5 |
P a g e
Developed by:
Information must contain diagrams and drawings,
preferably in color. The visual learner can't
concentrate with a lot of activity around him and
will focus better and learn faster in a quiet study
environment.
b. Kinesthetic - described as the students in the
classroom, who have problems sitting still and
who often bounce their legs while tapping their
fingers on the desks. They are often referred to as
hyperactive students with concentration issues.
c. Auditory- a learner who has the ability to
remember speeches and lectures in detail but has
a hard time with written text. Having to read long
texts is pointless and will not be retained by the
auditory learner unless it is read aloud.
d. Activist - Learns by having a go
e. Reflector - Learns most from activities where they
can watch, listen and then review what has
happened.
f. Theorist - Learns most when ideas are linked to
existing theories and concepts.
g. Pragmatist - Learns most from learning activities
that are directly relevant to their
situation.
Other needs
a. Financially challenged
b. Working student
c. Solo parent
d. Others(please specify)

CBLM’S ON
CONTACT CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
of Cebu 1 6 |
P a g e
Developed by:
FORM 1.1 SELF-ASSESSMENT CHECK
INSTRUCTIONS: This Self-Check Instrument will gnecessary data or information
which is essential in planning training sessions. Please check the appropriate box
of your answer to the questions below.
BASIC COMPETENCIES
CAN I…? YES NO
1.PERFORM IN WORKPLACE PARTICIPATE COMMUNICATION
1.1Obtain and convey workplace information /
1.2 Participate in workplace meetings and discussions /
1.3 Complete relevant work related documents
/
2.WORK IN TEAM ENVIRONMENT
2.1Describe team role and scope /
2.2 Identify role and responsibility within team /
2.3 Work as a team member /
3.PRACTICE CAREER PROFESSIONALISM
3.1 Integrate personal objectives with organizational goals /
3.2 Set and meet work priorities /
3.3 Maintain professional growth and development /
4.PRE OCCUPATIONAL HELATH AND SAFETY
4.1 Identify hazards and risks /
4.2 Evaluate hazards and risks /
4.3 Control hazards and risks /
4.4 Maintain OHS awareness /

CBLM’S ON
CONTACT CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
of Cebu 1 7 |
P a g e
Developed by:
COMMON COMPETENCIES
CAN I…? YES NO
5. APPLY QUALITY STANDARDS
5.1 Assess quality of received materials /
5.2Assess own work /
5.3 Engage in quality improvement /
6.PERFORM COMPUTER OPERATIONS
6.1 Plan and prepare task to be undertaken
6.2 Input data into computer /
6.3 Access information using computer /
6.4 Produce output/ data using computer system /
6.5 Use basic functions of a www-browser to locate information /
6.6 Maintain computer equipment and system /
CORE COMPETENCIES
CAN I…? YES NO
7.COMMUNICATE EFFECTIVELY IN ENGLISH FOR
CUSTOMER SERVICE
7.1 Demonstrate an ability to express oneself in a clear and concise
manner
/
7.2 Demonstrate an ability to listen and comprehend effectively /
8.PERFORM CUSTOMER SERVICE DELIVERY
8.1 Demonstrate an ability to answer or make a call /
8.2 Demonstrate an ability to identify a customer need /

CBLM’S ON
CONTACT CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
of Cebu 1 8 |
P a g e
Developed by:
8.3 Demonstrate an ability to capture and provide information and
/or directions
/
DEMONSTRATE ABILITY TO EFFECTIVELY ENGAGE CUSTOMERS
9.11Demonstrate an ability to empathized with a customer
/
9.22Demonstrate an ability to manage difficult conversation /

CBLM’S ON
CONTACT CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
of Cebu 1 9 |
P a g e
Developed by:
Form 1.2 Evidence of Current Competencies acquired related to
Job/Occupation
Competencies Proof/Evidence Means of validating
BASIC
COMPTENCIES
1.PATICIPATE IN WORKPLACE COMMUNICATION
1.1 Obtain
convey workplace
information
1.2 Participate in
workplace
meetings and
discussions
1.3 Complete relevant
work related
experience
Certificate of completion,
training
certificate/Certificate of
Employment
Submitted the
certificate of training,
passed the oral
questioning, written
exam and actual
demonstration
.
2.1Describe team role
and scope
2.2Identify own role
and responsibility
within team
2.3 Work as a
team member
Certificate of
completion, training
certificate of
Employment
Submitted the
passed the oral
exam and actual
demonstration

CBLM’S ON
CONTACT CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
of Cebu 2 0 |
P a g e
Developed by:
3.1 Integrate personal
objectives with
organizational goals
3.2 Set and
meet work
priorities
Maintain professional
growth and development
Certificate of
certificate
Submitted the
passed the oral
exam and actual
demonstration
4. PRACTICE OCCUPATIONAL HEALLTH AND S AFETY PROCEDURES
4.1 Identify
hazards and risks
4.2 Evaluate hazards
and risk
4.3 Control
hazards and risks
Maintain OHS awareness
Certificate of
certificate
Submitted the
passed the oral
exam and actual
demonstration

CBLM’S ON
CONTACT CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
of Cebu 2 1 |
P a g e
Developed by:
COMMON
COMPETENCIES
5.APPLY QUALITY
STANDARDS
5.1Assess quality of
received materials
5.2Assess own work
5.3Engage in quality
improvement
training
certificate/Certificate of
Employment
Submitted the
certificate of
training, passed the
oral questioning,
written exam and
actual
demonstration
6. PERFORM COMPUTER OPERATIONS
6.1Plan and work
prepare for task to be
undertaken
6.2Input data into
Computer
6.3Access information
using computer
6.4Produce output
/data using computer
system
6.5 Use basic fu
nctions of a www-
browser to locate
information
6.6Maintain computer
equipment system
Certificate of
certificate
/Certificate of
Employment Certificate
Certificate of
completion,
training
certificate
/Certificate of
Employment

CBLM’S ON
CONTACT CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
of Cebu 2 2 |
P a g e
Developed by:
CORE
COMPETENCIES
7.COMMUNICATE EFFECTIVELY IN ENGLISH FOR CUSTOMER
SERVICE
7.1 Demonstrate
ability to express
oneself in a clear and
concise manner
7.2 Demonstrate an
ability to listen and
comprehend
effectively
8. PERFORM CUSTUMER SERVICE DELIVERY PROCESSES
8.1 Demonstrate
an ability to
answer or make a
call
8.2 Demonstrate an
ability to identify a
customer need
Demonstrate an
ability and provide
information /and or
directions
training certificate
/Certificate of Employment
Submitted the certificate
of training, passed the
oral questioning, written
exam

CBLM’S ON
CONTACT CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
of Cebu 2 3 |
P a g e
Developed by:
8.3 Demonstrate an
customer need
8.4 Demonstrate an
ability and provide
information /and or
directions
Submitted the certificate of
training, passed the oral
questioning, written exam
and actual demonstration9
9.DEMONSTRATE ABILITY TO EFFECTIVELY ENGAGE CUSTOMERS
9.1Demonstrate an ability to
empathized with a customer
9.2Demonstrate an ability to
manage difficult
conversation
Submitted the certificate of
training, passed the oral
questioning, written exam
and actual demonstration

CBLM’S ON
CONTACT CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
of Cebu 2 4 |
P a g e
Developed by:
Form 1.3 Summaries of Current Competencies versus
Required Competencies
Required Units of
Competency/Learning
Outcomes based on CBC
Current
Competencies
Training
Gaps/Requirements
BASIC COMPETENCIES
1.PATICIPATE IN WORKPLACE
COMMUNICATION
1.1Obtain convey workplace
information
Participate in workplace
meetings and discussions
1.2Complete relevant work
related experience
1.1.1Obtaining convey
workplace information
Participate in
workplace meetings
and discussions
1.2.1Completing
relevant work related
experience
2.1Describe team role and
scope
2.2Identify own role and
responsibility within team
2.3Work as a team member
2.1.2Describing team
role and scope
2.2.2Identifying own
role and responsibility
within team
2.2.2Working as a
team member

CBLM’S ON
CONTACT CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
of Cebu 2 5 |
P a g e
Developed by:
3.1 Integrate personal 3.1.1Integratingpersonal
objectives with
3.2.3Setting and meet
work priorities
3.3.3Maintaining
professional growth and
development
objectives with
3.2 Set and meet work
priorities
3.3Maintain professional
growth and development
4. PRACTICE OCCUPATIONAL HEALTH AND S AFETY PROCEDURES
4.1Identify hazards and
risks
4.2Evaluate hazards and
risk
4.3 Evluate hazards and
risk
4.4 Control Hazards and
risk
4.5 Maintain OHS
awareness
4.1.4Identifying
hazards and risks
4.2.4Evaluating
hazards and risk
4.3.4 Evluating hazards
and risk
4.4.4 Controlling
Hazards and risk
4.5 .4Maintaining OHS
awareness

CBLM’S ON
CONTACT CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
of Cebu 2 6 |
P a g e
Developed by:
COMMON COMPETENCIES
5.APPLY QUALITY STANDARDS
5.1Assess quality of received
materials
5.2 Assess own work
5.3Engage in quality
improvement
5.1.5Assessing quality
of received materials
5.2.5Assessing own
work
5.3.5Engaging in
quality
improvement
6.PERFORM QUALITY STANDARDS
6.1Plan and prepare for task
to be undertaken
6.2Input data into computer
6.3Plan and work prepare
for task to be undertaken
6.4.Access information
using computer
6.4Produce output
system
6.5Use basic functions of a
www- browser to locate
information
equipment system
6.1.6Planning and
prepare for task to be
undertaken
6.26 Inputting data
into computer
6.3.6 Planning and
work prepare for task
to be undertaken
6.4.6.Accessing
information using
computer
6.5.6Producing output
system
6.6.6Using basic
functions of a www-
browser to locate
information
equipment system

CBLM’S ON
CONTACT CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
of Cebu 2 7 |
P a g e
Developed by:
CORE COMPETENCIES
1. COMMUNICATE EFFECTIVELY IN ENGLISH FOR CUSTOMER
SERVICE
1.1 Demonstrate a
ability to express
oneself in a clear and
concise manner 1.2
Demonstrate an ability
to listen and
comprehend effectively
1.1.1 Demonstrating
a ability to express
oneself in a
clear and concise manner
1.2.1 Demonstrating an

CBLM’S ON
CONTACT CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
of Cebu 2 8 |
P a g e
Developed by:
2.PERFORM CUSTOMER SERVICE DELIVERY PROCESS
2.1Demonstrate an ability
to make or answer a call
2.2Demonstrate an ability
to identify a customer needs
2.3 Demonstrate an ability
to capture and provide
information and
/or directions
2.1.2Demonstrating
an ability to make or
answer a call
2.2.2Demonstrating an
customer needs
ability to capture and
provide information
and
/or directions
3.DEMONSTRATE ABILITY TO EFFECTIVELY ENGAGE CUSTOMERS
3.1.3Demonstrate an ability
to empathy
3.2.3Demonstrate an ability
to identify a customer need
ability to empathy
3.2.3Demonstratingan
customer need

CBLM’S ON
CONTACT CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
of Cebu 2 9 |
P a g e
Developed by:
FORM 1.4TRAINING NEEDS
Training Needs
(Learning Outcomes)
Module Title/Module
of Instruction
1. Demonstrate a ability to express
oneself in a clear and concise manner 1. Communicating Effectively
in English for
Customerservice
2. Demonstrate an ability to listen and

CBLM’S ON
CONTACT CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
of Cebu 3 0 |
P a g e
Developed by:
SESSION PLAN
Sector: Information&Communication Technology
Qualification Title: Contact Centre Services NCII
Unit of Competency: Communicate Effectively In English for Customer Service
Module Title : Communicating Effectively In English for Customer Service
Learning Outcomes: Upon completion of the module the trainees/students should be able to
1. Demonstrate an ability to express oneself in a clear and concise manner
2. Demonstrate an ability to listen and comprehend effectively
A. INTRODUCTION
This unit covers the knowledge and skills needed to communicate effectively in English while conducting
a customerservice delivery process
B. LEARNING ACTIVITIES

CBLM’S ON
CONTACT CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
of Cebu 3 1 |
P a g e
Developed by:
LO 1: Demonstrate an ability to express oneself in a clear and concise manner
1.1Expressing oneself
effectively
Individualized
study
Read
information1.1.1
Answer
self check
1.1.1
Compare
answer to
answer key
Information
sheet
1.1.1
1hour
Demonstration Familiarize
Task sheet
1.1.1
Perform
Task
sheet
1.2.1
Evaluate using
Performance
criteria
checklist
Task sheet
1.2.1. 1.5hour
1.23C’s of communication Individualized
study
Read
information1.2.1
Answer
self check
1.2.1
Compare
answer to
answer key
Informationsheet
1.2.1 1hour
Demonstration Familiarize
Task sheet
1.2.1
Perform
Task
sheet
1.2.1
Evaluate using
Performance
criteria
checklist
Task sheet
1.2.1
1.5
hour

CBLM’S ON
CONTACT CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
of Cebu 3 2 |
P a g e
Developed by:
LO 2:Demonstrate an ability to listen and comprehend effectively
Learning Content Methods Presentation Practice Feedback Resources Time
2.1Listening Effectively
Individualized
study
Read information
sheet 2.1.2
Answer self
check 2.1.2
Evaluate using
performance
criteria checklist
Information sheet
2.1.2 1hour
Presentation Familiarize task
sheet 2.1.2
Perform
Task sheet
2.1.2
Evaluate using
performance
criteria checklist
Information sheet
2.2.2 1.5hour
2.2 Comprehension with
purpose
Individualized
Study
Read information
sheet 2.2.2
Perform
Task sheet
2.2.2
Evaluate using
performance
criteria checklist
Information sheet
2.2.2 1hour
Demonstration Familiarize task
sheet 2.2.2
Perform
Task sheet
2.2.2
Evaluate using
performance
criteria checklist
Information sheet
2.2.2
1.5
hour

CBLM’S ON
CONTACT CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
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Issued by:
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P a g e
Developed by:
References/Further Reading
Performance Criteria Checklist
Operation/Task/Job Sheet
Self Check Answer Key
Self Check
Information Sheet
Learning Experiences
Learning Outcome Summary
Module Content
References/Further Reading
Operation/Task/Job Sheet
Information Sheet
List of Competencies
Front
PARTS OF A COMPETENCY-BASED LEARNING
MATERIAL PACKAGE

CBLM’S ON
CONTACT CENTER
SERVICES NCII
Date developed:
11/3/2021
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LIST OF COMPETENCIES
No. Unit of Competency Module Title Code
BASIC COMPETENCIES
1
Participate in workplace
communication
Participating in workplace
communication
500311105
2 Work in a team environment
Workingin a team
environment
500311106
3 Practice career
professionalism
Practicing career
professionalism
500311107
4
Practice occupational health
and
safety procedures
Practicing occupational
health
and safety procedures
500311108
COMMON COMPETENCIES
5
Apply quality standards Applying quality standards
ICT315202
6
Perform computer operations Performing computer
operations
ICT315203
CORE COMPETENCIES
7
Communicate effectively in
Englishfor customer service
Communicate
effectively inEnglish for
customer service
ICT313365
8
Perform customer service
deliveryprocesses
Performing customer
servicedelivery
processes ICT313366
9
Demonstrate ability to
effectivelyengage custom
Demonstrating ability to
effectivelyengage customer ICT313367

CBLM’S ON
CONTACT CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
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Issued by:
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P a g e
Developed by:
LEARNNG OUTCOME SUMMARY
UNIT OF COMPETENCY: Communicate effectively in English for
Customer Service
MODULE TITLE: Communicating effectively in English Customer
Service
MODULE DESCRIPTOR: This unit covers the knowledge and skills
needed to communicate effectively in English while conducting a
customer service delivery process
NOMINAL DURATION: 12 HOURS
LEARNING OUTCOME:
Upon completion of this module the trainees must be able to
1.Demonstrate an ability to express oneself in a clear and concise manner
2.Demonstrate an ability to listen and comprehend effectively
ASSESSMENT CRITERIA:
L.O 1
1.1Proficiency in communication manifested by expressing
oneselfeffectively
1.2C’s of communication is applied to effectively deliver
messagesfeedback and instruction.
L.O.2
2.1Listening effectively is demonstrated by being able to appropriately
respond to questions and requests
2.2. Comprehension is demonstrated by being able to respond
effectivelywith awareness of audience and purpose

CBLM’S ON
CONTACT CENTER
SERVICES NCII
Date developed:
11/3/2021
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of Cebu 3 6 |
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MODULE SUMMARY
LEARNING OUTCOME NO: 1
Demonstrate an ability to express oneself in clear and concise manner.
CONTENT
1.Expressing oneself effectively
2.3cs of communication
Assessment Criteria
1.1Proficiency in communication manifested by expressing
oneselfeffectively
1.2 3C’s of communication is applied to effectively deliver
messagesfeedback and instruction.
CONDITIONS:
Students/trainees must be provided with the following:
Methodologies: Assessement Method
• Self Paced Instructions Demonstration
• Demonstration Written &Oral Questioning
• Oral presentation
EQUIPMENT
SUPPLIES & MATERIALS
LEARNING
MATERIALS
Computer Sets with
peripherals
LCD Projector/
Overhead
Projector
Multimedia
player
Whiteboard
Applicableequipment
as prescribed by
Training
regulations
Internet Access
➢ Video and audio recordings
➢ (Sample speech
reference
recordings)
➢ Videos and audio recordings
➢ (Sample contact center
recordings)
➢ Flash drive
Manuals
Books
Video
(CD)

CBLM’S ON
CONTACT CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
of Cebu 3 7 |
P a g e
Developed by:
LEARNING EXPERIENCE
LEARNING ACTIVITY
NO:1
Demonstrate an ability to
listen and comprehend
effectively
Special Instructions
1. 1Read Information Sheet on
“Expressing oneself Effectively”
To This Learning Outcome deals with the
development of the Institutional Competency
Evaluation Tool which trainers use in
evaluatingtheir trainees after finishing a
competency of thequalification.
Go through the learning activities outlined for
you on the left column to gain the necessary
information or knowledge before doing the
tasksto practice on performing the
requirements of theevaluation tool.
The output of this LO is a complete
InstitutionalCompetency Evaluation
Package for one Competency of CONTACT
CENTER SERVICES NCII Your output shall
serve as oneof your portfolio for your
Institutional Competency Evaluation for
COMMUNICATING EFFECTIVELY IN
ENGLISH FOR CUSTOMER SERVICE
Feel free to show your outputs to your trainer
asyou accomplish them for guidance and
evaluation.
After doing all the activities for this LO1.
Demonstrate an ability to express oneself
in a clear and concise manner you are
ready to proceed to LO2. Demonstrate an
ability to listen and comprehend
effectively
1.2 Answer task sheet 1.1.1
Compare answer s to the
answer key
1.3 Familiarize Task sheet 1.1.1
1.4 Perform Task sheet 1.2.1
Evaluate using Performance
criteria checklist
1.5 Read information sheet
1.2.1
‘’3C’s of communication”
1.6Answer self check 1.2.1
Compare answer to the answer
key
1.7 Familiarize Task sheet 1.2.1
1.8 Perform Task sheet 1.2.1
Evaluate using Performance
criteria checklist

CBLM’S ON
CONTACT CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
of Cebu 3 8 |
P a g e
Developed by:
Information sheets 1.1.1
Expressing Oneself Effectively
Learning Objectives:
After reading this INFORMATION SHEET, YOU MUST be able to:
Demonstrate the communication process effectively
Understand the process of communication
Explain the importance of communication and its process
Apply ethical communication principles and practice
Allotted time 2.5 hour
INTRODUCTION:
Communication is the process of passing information from one person to
another. he
purpose of
communication
understands of
information.
Whatever one
wants to say to
someone should
be clearly
understood by him
else the very purpose of the communication would be defeated Communication is
the process of passing information from one person to another. The purpose of
communication understands of information. Whatever one wants to say to
someone should be clearly understood by him else the very purpose of the
communication would be defeated
In an organization communication facilitates the flow of information and
understanding between different people and departments through different media
using all the channels and networks. This flow of information is vital for
managerial effectiveness and decision making in general and for human resource
manager in particular as he has to be in contact with the managers of various
departments, employees and workers and trade union leaders.

CBLM’S ON
CONTACT CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
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Issued by:
of Cebu 3 9 |
P a g e
Developed by:
Communication thus helps understand people better removing misunderstanding
and creating clarity of thoughts and
expression. It also educates people. The
communication may be written or oral,
formal, informal, and upward,
downward, horizontal, diagonal,
interpersonal, intrapersonal,
interdepartmental, intra-
organizationThe communication
process refers to a series of actions or
steps taken in order to successfully
communicate. It involves several
components such as the sender of the
communication, the actual message
being sent, the encoding of the
message, the receiver and the decoding
of the message. There are also various
channels of communication to consider within the communication process. This
refers to the way a message is sent. This can be through various mediums such as
voice, audio, video, writing email, fax or body language.
The overall goal of the communication process
To present an individual or party with information and have
they understand it.
The sender must choose the most appropriate medium in order for the
communication process to have worked success.
How does communication process works?
The sender develops an idea to be sent
The beginning of the communication process involves the sender creating an idea
that they plan to send to another person or group of people. Essentially, they're
planning the overall subject matter or information they want to transmit.
The sender encodes the message
Once the sender develops an idea, they translate it into a form that can be
transmitted to someone else. This means they transform the thoughts of the
information they want to send into a certain format. For example, if you are
writing a letter, you'll translate your idea into words. The message can also be
nonverbal, oral or symbolic.
To present an individual or party with information and have
they understand it. The sender
must choose the most appropriate medium in order for the

CBLM’S ON
CONTACT CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
of Cebu 4 0 |
P a g e
Developed by:
communication process to have worked success.
planning the overall subject matter or information they want to transmit.
transmitted to someone else. This
means they transform the thoughts of
the information they want to send into
a certain format. For example, if you are
writing a letter, you'll translate your
idea into words. The message can also
be nonverbal, oral or symbolic.
To present an individual or party with
information and have they understand
it. The sender
must choose the most appropriate medium in order for the communication
process to have
worked success
planning the overall subject matter or information they want to submit
sender encodes the message
transmitted to someone else. This means they transform the thoughts of the
information they want to send into a certain format. For example, if you are
writing a letter, you'll translate your idea into words. The message can also be
nonverbal, oral or symbolic.
Once the sender develops an idea, they translate it
into a form that can be transmitted to someone else.
This means they transform the thoughts of the
information they want to send into a certain
format. For example, if you are writing a letter,
you'll translate your idea into words. The message
can also be nonverbal, oral or symbolic.
The sender selects the channel of communication that will be used

CBLM’S ON
CONTACT CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
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Issued by:
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P a g e
Developed by:
Next, the sender decides how the message will be sent. This involves selecting the
most suitable medium for the message they're relaying. Some communication
mediums include speaking, writing, electronic transmission or nonverbal
communication. If you're communicating at work, make sure to select the proper
and most professional channel of communication.
The message travels over the channel of communication
After the medium is chosen, the message then begins the process of transmission.
The exact process of this will depend on the selected medium. In order for the
message to be properly sent, the sender should have selected the appropriate
medium.
The message is received by the receiver
Next, the message is received by the recipient.
This step in the communication process
is done by hearing the message, seeing
it, feeling it or another form of
reception.
The sender selects the channel of
communication that will be used
Next, the sender decides how the
message will be sent. This involves
selecting the most suitable medium for
the message they're relaying. Some communication mediums include speaking,
writing, electronic transmission or nonverbal communication. If you're
communicating at work, make sure to select the proper and most professional
channel of communication.
The message travels over the channel of communication
After the medium is chosen, the message then begins the process of transmission.
The exact process of this will depend on the selected medium. In order for the
message to be properly sent, the sender should have selected the appropriate
medium.
The message is received by the receiver
Next, the message is received by the recipient. This step in the communication
process is done by hearing the message, seeing it, feeling it or another form of
reception.
The receiver decodes the message

CBLM’S ON
CONTACT CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
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Issued by:
of Cebu 4 2 |
P a g e
Developed by:
The receiver then decodes the sender's message. In other words, they interpret it
and convert it into a thought. After they've done this, they analyze the message
and attempt to understand it. The communication process is performed effectively
when the sender and receiver have the same meaning for the transmitted message.
The receiver provides feedback,
If applicable
Lastly, unless it's a one-way communication, the
receiver will provide feedback in the form of a reply to
the original sender of the message. Feedback provides
the recipient with the ability to ensure the sender that their message was properly
received and interpreted. Between two people, this is two-way communication.
Tips for improving the communication process
Here are some tips to consider improving your communication skills and the
communication process overall:
Simplify your message: In order to ensure your message is properly understood,
you should keep your language simple and to the point.
Know your audience: It's also important to consider the audience that will receive
your message as well as their needs and interests.
Be a good listener: As a communicator, it's important to actively listen to what
those around you are saying. This will ensure that you're sending the right
message.
Ask questions: It's also important to ask good questions to keep the
communication flowing. Make sure your questions are insightful and engaging.
Take the time to respond: When
communicating, it's important to consider how
you might reply to a person to ensure you know
what you want to say.
Consider your body language: If you're
communicating through a different medium,
it's important to be mindful of your body
language. In addition, be aware of the body
language of the person you're communicating
with, as well.
Maintain eye contact: It's also important to make contact with the person or group
you're communicating with. This will show that you're actively listening to who
you're communicating with.

CBLM’S ON
CONTACT CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
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Clarify your message if needed: If the recipient of
your message is unclear about what you're trying
to say, it's important to clarify your message. This
will help them to better understand you. Take the
time to respond: When communicating, it's
important to consider how you might reply to a
person to ensure you know what you want to say.
Consider your body language: If you're
communicating through a different medium, it's
important to be mindful of your body language. In
addition, be aware of the body language of the
person you're communicating with well.
Maintain eye contact: It's also important to make contact with the person or group
you're communicating with. This will show that you're actively listening to who
you're communicating with.
Clarify your message if needed: If the recipient of your message is unclear about
what you're trying to say, it's important to clarify your message. This will help them
to better understand.

CBLM’S ON
CONTACT CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
of Cebu 4 4 |
P a g e
Developed by:
Self-Check 1.1.1
Name: Date:
I. Enumeration
Instructions: Using the picture below write down the function/role of
each component of communication process. Write down your answers
in chronological order in the
Space provided

CBLM’S ON
CONTACT CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
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Issued by:
of Cebu 4 5 |
P a g e
Developed by:
ANSWER KEY 1.1.1
1. The sender develops an idea to be sent.
2. The sender encodes the message.
3. The sender selects the channel of communication that will be used.
4. The message travels over the channel of communication.
5. The message is received by the receiver.
6. The receiver decodes the message.
7. The receiver provides feedback, if applicable.

CBLM’S ON
CONTACT CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
of Cebu 4 6 |
P a g e
Developed by:
Information Sheet 1.2.1
3C’s of Communication
Learning Objectives:
After reading this INFORMATION SHEET, YOU MUST be able to:
Create messages appropriate to the audience, purpose, and context
Employ 3’cs of communication its , perspectives, principles, and concept
Describe the 3c’s of communication and its importance
Alloted time 1.5 hour
INTRODUCTION:
What are the 3cs of effective communication?
Being able to communicate
effectively is an essential part of
business. Poor communication is
one of the most commonly criticized
aspects of many professionals. In
fact, “91% of employees say
communication issues can drag
executives down” according to a poll
by Harvard Business Review of
1,000 employees.
Therefore, it’s no surprise that the
“ability to communicate verbally with people inside and outside an organization”
was ranked the third most desired employee skill by 260 employers surveyed by
The National Association of Colleges and Employers (NACE). But, what is good
communication and how can you ensure that you are a good communicator?
There are of course many ways in which you can be a good communicator, but one
mantra I always keep in mind is the three C’s of good communication: clarity,
conciseness, and consistency.
Every time you communicate in a business environment if you can ensure that
you are using clear, concise and consistent communication, you are a long way to
becoming a communication expert.

CBLM’S ON
CONTACT CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
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Issued by:
of Cebu 4 7 |
P a g e
Developed by:
What are the 3cs of effective communication?
Strive for clarity
Identifying your key messages—the main ideas
you want to embed in your audience’s mind—
is an important part of communicating
clearly. Here are some tips to help you get
started:
Before you communicate, write down your
central idea. What are the key messages you
want your audience to hear and understand?
Spend time thinking about your audience and the knowledge they may or may not
have about the content you’ll be sharing. When in doubt, be prepared to provide
context and a quick recap to bridge any knowledge gaps.
As you write out your key points, avoid jargon and other language that could
confuse your audience or distract them from your central idea. Technical language
or high levels of detail may seem important to you, but they can be a barrier to
audience engagement.
Developing key messages before you communicate will help you focus in on what
you want to say and deliver your content with clarity.
Keep it concise
Aim for short, direct sentences.
Saying less forces you to focus,
and the more focused you are, the
higher your chances of getting
your message across. Be sure to
define exactly what you want
people to understand and what,
if anything, you’re asking them to
do.
Saying less has another
advantage. Whether you’re communicating by email, over the phone, or in person,
saying too much can hurt your efforts. Try these tips for concise communication:
Take out the filler. Write down your message and then review it for conciseness. Is
every bit needed to get your point across or have unnecessary words snuck in? In
particular, watch for overuse of filler words like “very”and “really.”
Keep it simple. Fancy words will only confuse your audience or worse, alienate
them. Stick to language that is familiar and accessible
Formatting is your friend. The longer the update, the more likely it is that
important details will be lost. Use formatting in written communication (such as
bullet points, headings, or bold emphasis) to highlight vital information. I like to
bold important dates, calls to action, and key decisions so it’s

CBLM’S ON
CONTACT CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
of Cebu 4 8 |
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Developed by:
nearly impossible to miss them
Be consistent
Consistency in communication usually means
two things: repetition and frequency.
Don’t be afraid to repeat your key messages
it’s hard for people to miss a point when
they’ve seen or heard it multiple times.
Make sure you communicate on a regular basis.
Depending on the project or situation, this may involve creating a set
communication schedule to provide updates. Or, it can simply mean being
proactive and responsive in terms of how you communicate by email, over the
phone, or in meetings

CBLM’S ON
CONTACT CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
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Issued by:
of Cebu 4 9 |
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Developed by:
Self Check 1.2.1
Name: _______________________________________
Date: ________
II. Fill in the blanks
Instructions: Fill in the blanks with the correct answers to complete the
statements. Write your answer on the space provided
----------------------------------------------------------------------------------------------
1. Before you communicate write down your __________ idea?
2._____________ or high levels of detail may seem important to you, but they can
be a barrier to audience engagement.
3. Fancy words will only confuse your__________or worse, alienate them. Stick to
language that is familiar and accessible.
4. Don’t be afraid to repeat your____________it’s hard for people to miss a point
when they’ve seen or heard it multiple times.
5. Whether you’re __________ by email, over the phone, or in person, saying too
much can hurt your efforts

CBLM’S ON
CONTACT CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
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Issued by:
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Developed by:
Answer Key 1.2.1
1. Central Idea
2. Technical language
3. Audience
4. Key messages
5. Communicating

CBLM’S ON
CONTACT CENTER
SERVICES NCII
Date developed:
11/3/2021
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TASK SHEET 1.1.1
Title: Create persuasive communication using English Language
Performance Objective: Given the materials, tools and equipment, you are
required to describe /or discuss an impressionabout a picture given/assigned to
You should create a persuasive conversation using the English language.
You are given 10 minutes only to complete the task.
Supplies/Materials :
1. Paper
2. Ball pen
Equipment:
1. Working table/chair
2. Computer
3. Internet
4. Timer/watch
1. You need to open your desktop
2. On the desktop look for the file named:
Types of call center customer
3. There are 2 pictures on the file and you need to pick only one.
4.
5. Inform the facilitator on what picture you have chosen.
Strictly no changing of number
6. After you have chosen a specific /
Picture. Kindly minimize the file using the appropriate key.
5.Start composing your ideas or thoughts about the picture
Things to remember.
• Grammar
• Vocabulary
• Pronunciation/diction
• Confidence
• Relevance to BPO industry
7. When the facilitator re-open the picture that is the timefor you
to start speaking in extemporaneous manner.
8. Assessment is done after you have reached the allowable
period of time.

CBLM’S ON
CONTACT CENTER
SERVICES NCII
Date developed:
11/3/2021
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Developed by:
1.1.1
CRITERIA
Did you….
YES NO
1. *Use proper English grammar?
2.* Pronounce the words correctly
3.* Show confidence in speaking English Language?
4. *Finish on time?
4. *Follow the steps correctly?
5.*Relate the relevance of the picture to the BPO
industry
*Critical Aspect of the competency

CBLM’S ON
CONTACT CENTER
SERVICES NCII
Date developed:
11/3/2021
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Issued by:
of Cebu 5 3 |
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Developed by:
TASK SHEET 2.1.2
Title: Writes a letter with the use of 3c’s in Communication
Performance Objective: Students will be able to understand and apply
knowledge of 3C’s in communication and language processes as they occur
across various contexts, e.g., interpersonal, intrapersonal, small group,
organizational, media, gender, family, intercultural communication,
technologically mediated communication.
Supplies/Materials :
1.Paper 2.Ballpen
Equipment:
1.Working table/chair
2Computer
3nternet
4.Timer/watch
You will be writing a letter of appreciation to the company
Follow the steps provided below
1.First on your desktop open your personal email account,
For the company name and address,
paste/copy the link on the search bar
https://ph.datagemba.com/companies/view/PRODIGIES-
INC/124716
2.The salutation should be Hi Team.
4. Prepare your letter-Decide the words you want to include. It
should be 2 paragraph and 3 sentences per paragraph.
For the subject write NC2CcS
5.Enter Your name at the end of the message
6.Check the accuracy
7.Send the email to godesbohol@gmail.com
8. Once the email is sent assessment process is done.
9. Don’t forget to observe proper email etiquette.

CBLM’S ON
CONTACT CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
of Cebu 5 4 |
P a g e
Developed by:
Performance Criteria Checklist 2.1.2
Did you….
YES NO
1.*Use proper English grammar?
2. *Apply the 3Cs in communication?
3. *Write the correct company name and its address?
4. *Finish on time?
5. *Follow the steps correctly?
6.*Observe proper email etiquette?
* Critical Aspect of the competency

CBLM’S ON
CONTACT CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
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Issued by:
of Cebu 5 5 |
P a g e
Developed by:
EVIDENCE PLAN
*critical aspect of competency
QUALIFICATION: Contact Center Services NCII
Units of competency
covered Communicate Effectively In English for Customer
Service
Ways in which evidence will be collected:
Observation
with
Questioning
Demonstration
with
Questioning
Written
Examination
Portfolio
The evidence must show that the candidate …
*PCommunicates in proficient manner. /
*Applies 3C’s in communication /
*Listens effectively by responding to
questions and requests /
*Responds effectively with awareness of
audience and purpose /

CBLM’S ON
CONTACT CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
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Issued by:
of Cebu 5 6 |
P a g e
Developed by:
TABLE OF SPECIFICATION
Objectives/Conten
t area/Topics
Knowledge
20%
Comprehension
n
30%
Application
50%
# of
items/
% of test
100%
Communicates
English language in
proficient manner
5 6 4 15/50
Applies 3C’s in
communication 7 5 3 15/50
TOTAL 12 11 7 30/100%

CBLM’S ON
CONTACT CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
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Issued by:
of Cebu 5 7 |
P a g e
Developed by:
WRITTEN EXAM
Test 1Modified Multiple choice
Instruction: Write the correct letter of answer beside each number.
----------------------------------------------------------------------------------------------
a. Communication f. Message is received by the receiver
b. Communication process g. Feedback
c. Medium h.Media
d. Communications i.Delivery
e. Channels of communication j.Sender
1. What is it refers to a series of actions or steps taken in order to
successfully communicate?
2. What do you call the is the act of simply transferring from one place,
person or group?
3. What are Voice, audio, email . fax or body language are called?
4. What is it the transmission or method of delivering the message?
5. It is step in the communication process done by hearing the message,
seeing it, feeling it or another form of reception?
6. What do you call a process that provides the recipient with the ability to
ensure the sender that their message was properly received and interpreted?
7. What is it that the sender must choose the most appropriate medium in
order for the communication process to have worked success?

CBLM’S ON
CONTACT CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
of Cebu 5 8 |
P a g e
Developed by:
II.Multiple Choice
Instructions: Encircle the correct answer of your choice.
--------------------------------------------------------------------------------------
8.Which of the following provides the recipient with the ability to ensure the
sender that their message was properly received and interpreted.
a.Decoding of message c.Receiving of message
b.Feedback d.Channel ofcommunication
9. Which of the following should be selected appropriately in order for the
message to be properly sent?
a.Message c.Receiver
b.Feedback d.Medium
10. When communicating it's important to consider how you might reply to
a person to ensure you know what you want to say.
a. Time to communicate c. Time to respond
b. Time of feedback d. Reply
11.Which of the following is important when you are communicating
through a different medium?
a. Body System c. Body Language
b.Body d. Reply
12. What is it important when communicating to a person?
a. Body System c. Body Language
b.Answer
d. Eye contact
13. Which of the following will be developed once the sender creates s an
idea and translate it into a form that can be transmitted to someone else.
a. Sender decodes the message c. Receive the message
b.Sender encodes the message d.Communicates
14.Why is it important to consider the receiver of your message as well
their needs and interests.

CBLM’S ON
CONTACT CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
of Cebu 5 9 |
P a g e
Developed by:
a. Know yourself c.Know you rmessage
b.Know your interest d.Know your audience
15. What is it' important to actively listen to what those around you are
saying.
a. Be a good leader c.Be a role model
b.Know your interest d.Be agod listener

CBLM’S ON
CONTACT CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
of Cebu 6 0 |
P a g e
Developed by:
III.True or False
Instructions; Write T if the statement is correct and writes F if the statement is
wrong in the space provided.
-------------------------------------------------------------------------------------------------------------------
--------------16.Before you communicate, write down your central idea. What
are the key messages you want your audience to hear and understand?
-------------17.Spend time thinking about your audience and the knowledge
they may or may not have about the content you’ll be sharing.
-------------18.When in doubt, be prepared to provide context and a quick
recap to bridge any knowledge.
-------------19.As you write out your key points, avoid jargon and other
language that could confuse your audience or distract them from your
central idea.
------------20.Technical problems or high levels of detail may seem
important to you, but they can be a barrier to audience engagement.
----------- 21..Developing key communication before you communicate will
help you focus in on what you want to say and deliver your content with
clarity
----------- 22.Take out the filter. Write down your message and then review
it for conciseness.
----------- 23.Keep it simple fancy words will only confuse your audience—
or worse, alienate them. Stick to language that is familiar and accessible.
----------- 24.Formatting is your answer key the longer the update, the
more likely it is the important details will be lost.
---------- 25.Do not use formatting in written communication such as
bullet points , headings , or bold to save time.
--------26. Consistency in communication usually means two things:
repetition and frequency.

CBLM’S ON
CONTACT CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
of Cebu 6 1 |
P a g e
Developed by:
-------- 27. You should be afraid to repeat your key messages—it’s hard for
people to miss a point when they’ve seen or heard it multiple times.
-------28. Make sure you communicate on a regular basis.
-------29. Sending key messages before you communicate will help you
focus in on what you want to say and deliver your content with clarity.
-------30.Be consistence

CBLM’S ON
CONTACT CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
of Cebu 6 2 |
P a g e
Developed by:
ANSWER KEY
Test I
Modified.Multiple
choice
II. Multiple choice III.TRUE OR FALSE
1.B 8.c 16.T
2.A 9.d 17. T
3.C 10.c 18.T
4.E 11.c 19.T
5.G 12.d 20.F
6.F 13.a 21.F
7.J 14.d 22.F
15.d 23.T
24.F
25.F
26.T
27F
28T
29F
30F

CBLM’S ON
CONTACT CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
of Cebu 6 3 |
P a g e
Developed by:
PERFORMANCE TEST
Qualification Contact Center Services NC2
Unit of Competency Communicate Effectively In English for
Customer Service Module
General Instruction: Given the materials and tools you should be able to perform
outbound customer service with the use of English language. Make sure you
convince the customer to avail your product. You are given 25 minutes only to do
the task.
Special Instructions
1.Open the computer
2. On the computer open the file good customer service.
3. Dial the number given on the file.
Don’t forget to make your own codename
.4.Verify customer’s information.
5Introduce the products to the customer
6. Up sell the products.
7. Discounts will be given.
8. Upsell more.
9.Closed the deal
10. End of the task.

CBLM’S ON
CONTACT CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
of Cebu 6 4 |
P a g e
Developed by:
Did you…. YES NO
1. *Introduce yourself first
2*Dial the correct number?
3.*Introduce the product?
4.*You verify the customers personal information?
5.*You give discounts?
6.*You upsell?
*critical aspect of competency

CBLM’S ON
CONTACT CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
of Cebu 6 5 |
P a g e
Developed by:
CBLM Questioning Tools
Questions to probe the candidate’s underpinning knowledge
Satisfactory
response
Extension/Reflection Questions Yes No
1. How does communication affects good customer service?
Ans.In a customer service setting, it is important to have good
communication skills to show customers you understand what they
actually mean. Speaking clearly and effectively is important for
customers to walk away without questions and to leave no room for
error in communication
❑ ❑
2. What is good customer service?
Ans. Good customer service typically means providing timely,
attentive, upbeat service to a customer, and making sure their needs
are met in a manner that reflects positively on the company or
business.
❑ ❑
3. What is efficiency in customer service?
Ans.Efficiency in experience can be defined as the degree to which
customer effort is facilitated. Every interaction between the customer
and an organization's product or service should happen in the
fewest steps possible.
❑ ❑
4What does abbreviation BPO means?
Ans. Business process Outsourcing ❑ ❑
Safety Questions
5. Why do we need to check our workstation before taking calls?
Ans: When workstation is set up right, you may be less likely to
have problems such as headaches or eye strain and it reduce neck
and back pain.
• Also to prevent bursitis or tendon problems those are linked to
doing the same task over and over (repetitive tasks).
❑ ❑
6. Why do call centres should find ways to reduce background and
interference noise?
Ans. Prevent workers to be exposed on the high level of sound
that can cause ear damages,
❑ ❑
Contingency Questions

CBLM’S ON
CONTACT CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
of Cebu 6 6 |
P a g e
Developed by:
9. What will you do if there is a short circuit in your workplace
Ans. Switch off the fuse and call a technician to fix it.
❑ ❑
10. What will you do if there is a sudden earthquake while you are
inside your workshop.?
Ans.Remain calm and stay away from any hard objects.Applies
the dock-cover and hold technique
❑ ❑
Job Role/Environment Questions ❑ ❑
What are your duties in keeping your practical workplace safe and
clean? Ans. By doing things you commit yourselves to safety on the
job and everyone will benefit. Accidents occur in many ways but
most often can be traced back to one of two basic factors: ignorance
or carelessness. You must always be concerned with your own
safety and with the safety of others around you.
❑ ❑
Rules and Regulations
❑ ❑
17. How important is this course /qualification (Contact Center
Services to you?
Ans. It is vital that your customer service offering is consistent,
which is why frequent training and assessment are useful. They
allow you to make sure everyone is working to a similar level and
that customers aren’t missing out on important aspects of your
business offering.
❑ ❑
18. How do you describe your responsibility as a trainee in
keeping your tools, equipment and materials maintain to their
normal operation
Ans. tools, equipment, and vehicles must be properly maintained
so that we are not endangered Preventive maintenance should be
followed in order to keep them in a safe, usable condition, that
limits downtime and extends productivity.
❑ ❑
Are you allowed to in a workplace /or laboratory even if is not your
scheduled working day? Why?
Ans. No, we have specific schedule of our working time
❑ ❑
The candidate’s underpinning knowledge
was:
❑ Satisfactory ❑ Not Satisfactory

CBLM’S ON
CONTACT CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
of Cebu 6 7 |
P a g e
Developed by:
Inventory of Training Resources
Resources for Skills practice of Competency#1: Communicate
Effectively InEnglish for Customer Service
Supplies and Materials As per TR As per
Inventory
Remarks
Macromedia Flash browser
plug-in and application,
updated to the latest
version
25set 25
sets
Complete
Video and audio recordings
(samplespeech reference
recordings)
1set 1set Complete
Video and audio recordings
(samplespeech reference
recordings)
1 set 1 set Complete
• Equipment As per TR As per
Inventory
Remarks
Computer with peripherals (for
use in audio and video playback
of reference and sample
recordings)
25 sets 25 sets
In good
condition
Computer
(ergonomic)
tables and chairs
25
sets
25
sets
In good
condition
LCD Projector
1 unit 1 unit In good
condition
White Board
1unit 1unit In good
condition
ESL laboratory (Optional)
1 facility 1 facility Complete
Internet Access
1
subscription
1
subscription
In good
condition

CBLM’S ON
CONTACT CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
of Cebu 6 8 |
P a g e
Developed by:
Internet browser (Google
Chrome, Safari, Firefox, etc.
except Internet Explorer)
updated to the latestversion
25 sets 25 sets
Complete
Software for office productivity 25 sets 25 sets Complete

CBLM’S ON
CONTACT CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
of Cebu 6 9 |
P a g e
Developed by:

CBLM’S ON
CONTACT CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
of Cebu 7 0 |
P a g e
Developed by:
BIBLIOGRAPHY
https://www.helpscout.com/blog/good-customer-service/
https://www.eptica.com/blog/importance-understanding-language-customer-
service
https://www.youtube.com/watch?v=jZI4df_Q40c
https://www.youtube.com/watch?v=BRMox8vpga8&t=964s

CBLM’S ON
CONTACT CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
of Cebu 7 1 |
P a g e
Developed by:
FACILITATE
LEARNING
SESSION

TRAINING ACTIVITY MATRIX
CONTACT
CENTER
SERVICES NCII
Date developed:
Date Revised:
Issued by:
Divine Life
Institute of
Cebu
7 2 |
P a g e
Developed by:
Training Activity Trainee
Facilities/Tools and
Equipment
Venue Date
&
Time
Remarks
(Workstation/
Area)
Day 1
• Opening Prayer
• Checking of
Attendance
• Conduct Pre-
Assessment
a) Training Needs
Analysis
b) Self-Assessment
Checklist
c) Pre-test
• Orientation of
Trainees and
introduction of
course objectives
and overview
• Tour of the
workstations
• Closing Prayer
All
Trainees
➢ LCD projector
➢ Computer with
peripherals
➢ White board
➢ Computer tables
and chairs
Contextual
Learning
Laboratory
8:00
AM–
11:00
AM
Class
Starts
October
21,2021

CBLM’S
ON
CONTACT
CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
Divine Life
Institute of
Cebu
7 3 |
P a g e
Developed by:
Day 2
• Opening Prayer
• Checking of
attendance
• Validation of
Certificates
• Recall of last activity
All
Trainees
➢ LCD projector
➢ Computer with
peripherals
➢ White board
➢ Computer tables
and chairs
Contextual
Learning
laboratory
8:00 AM–
9:00 AM
Presentation of Module
• Recognition of
Prior Learning
(granting of COA,
proceed to next
module)
• Read Module 1
(Communicate
effectively in
english for
customer service
- Read Information
Sheet 2.1-1
- Answer Self-
Check 2.1-1
- Compare answer
to answer key 2.1-
1
- Familiarization of
Task Sheet 2.1-1
- Perform Task
Sheet 2.1-1
- Evaluate
performance using
Criteria
Performance
Checklist
- Read Information
Sheet 2.1-2
- Answer Self-
Check 2.1-2
- Compare answer
to answer key 2.1-
Eden
Rose
Gervise
Nadine
Porlas
Liezel
Capin
Christyl
avila
Ysabelle
Mata
➢ CBLM
➢ Computer
with
peripherals
➢ Computer
tables and
chairs
➢ Internet
Access
➢ Internet
browser
➢ CBLM
➢ Computer
with
peripherals
➢ Computer
tables and
chairs
➢ Internet
Access
➢ Internet
browser
➢ Computer
with
peripherals
➢ Computer
tables and
chairs
➢ Internet
Access
➢ Internet
browser
➢ CBLM
Institutional
Assessment
Area
Learning
Resource
Area
Practical
Work Area
Institutional
Assessment
Area
Learning
9:00 AM
-10:00
AM
10:00AM-
5:00PM

CBLM’S
ON
CONTACT
CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
Divine Life
Institute of
Cebu
7 4 |
P a g e
Developed by:
2
Task Sheet 2.1-2
- Perform Task
Sheet 2.1-2
- Evaluate
performance using
Criteria
Performance
Checklist
• Granting of COA
of the Module
• Read Module 2
(PERFORM
CUSTOMER SERVICE
DELIVERY
PROCESSES
- Read Information
Sheet 2.2-1
- Answer Self-
Check 2.2-1
- Compare answer
to answer key 2.2-
1
Task Sheet 2.2-1
- Perform Task
Sheet 2.2-1
- Evaluate
performance using
Criteria
Performance
Checklist
- Read Information
Sheet 2.2-2
- Answer Self-
Check 2.2-2
- Compare answer
to answer key 2.2-
2
Task Sheet 2.2-2
- Perform Task
Eden
Rose
Gervise
Nadine
Porlas
Liezel
Capin
Christyl
avila
Ysabelle
Mata
Eden
Rose
Gervise
➢ LCD
Projector
➢ White
board
➢ Computer
with
peripherals
➢ Computer
tables and
chairs
➢ Internet
Access
➢ Internet
browser
➢ CBLM
➢ LCD Projector
➢ White board
Resource
Area
Practical
Work Area
Institutional
Assessment
Area
Learning
Resource
Area

CBLM’S
ON
CONTACT
CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
Divine Life
Institute of
Cebu
7 5 |
P a g e
Developed by:
Sheet 2.2-2
- Evaluate
performance using
Criteria
Performance
Checklist
Job Sheet 2.2-2
- Perform Job Sheet
2.2-2
- Evaluate
performance using
Criteria
Performance
Checklist
• Granting of COA
of the Module 2
Eden
Rose
Gervise
➢ Computer
with
peripherals
➢ Computer
tables and
chairs
➢ Internet
Access
➢ Internet
browser
➢ CBLM
➢ LCD Projector
➢ White board
➢ Computer
with
peripherals
➢ Computer
tables and
chairs
➢ Internet
Access
➢ Internet
browser
➢ Computer
with
peripherals
➢ Computer
tables and
chairs
➢ Internet
Access
➢ Internet
browser
Practical
Work Area
Institutional
Assessment
Area
Learning
Resource
Area
Practical
Work Area
Institutional
Assessment
Area
Learning
Resource
Area
Practical
Work Area
Institutional
Assessment
Area

CBLM’S
ON
CONTACT
CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
Divine Life
Institute of
Cebu
7 6 |
P a g e
Developed by:
Day 3
Opening Prayer
• Checking of
Attendance
• Granting of COA of
the Module 2 and
COC for completing
all module
• Read Module 2
(Information
Sheets, Answer
Self-Checks,
Compare answer to
your answer key,
Familiarize and
Perform Tasks
Sheets and Job
Sheet and
Evaluate
Performance using
Performance
Criteria Checklist)
Post test
All
Trainees
Eden
Rose
Gervise
Ysabelle
Mata
Nadine
Porlas
Liezel
Capin
Christyl
avila
➢ LCD projector
➢ Computer with
peripherals
➢ White board
➢ Computer
tables and
chairs
➢ CBLM
➢ Computer with
peripherals
➢ White board
➢ Computer
tables and
chairs
Contextual
Learning
Laboratory
Institutional
Assessment
Area
Learning
Resource
Area
Practical
Work Area
Institutional
Assessment
Area
8:00AM-
5:00PM

CBLM’S
ON
CONTACT
CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
Divine Life
Institute of
Cebu
7 7 |
P a g e
Developed by:
SUPERVISED
WORK BASED
LEARNING

CBLM’S
ON
CONTACT
CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
Divine Life
Institute of
Cebu
7 8 |
P a g e
Developed by:
TRAINING PLAN
Qualification: Contact Center Services NCII
Preliminary Activities:
1. Search for prospective industry partners
2. Send proposal letters and follow-up and visitation
3. Set an appointment for presentation
4.Presentation of proposal
5. Conduct site visit for work-based training plan
6. Finalize the traning plan and memorandum of agreement
7. Present the plan and MOA , MOU for approval
8. Placement of the trainees in the industry

CBLM’S
ON
CONTACT
CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
Divine Life
Institute of
Cebu
7 9 |
P a g e
Developed by:
Trainees’
Training
Requirements
Training
Activity/Task
Mode of
Training
Staff
Facilities/Tools
and Equipment
Venue
Assessment
Method
Date and
Time
1.Demonstrate
a ability to
express
oneself in a
clear and
concise manner
1.1.1Proficiently
communicates and
express oneself
effectively
1.2.1Effectively
deliver ly
messages,
feedback and
instruction with
the use of 3C’s in
communication
Immersinon
Ryan
B.Godes
Computer with
peripherals.
Internet access
Concentix
cebu
Direc
observation
10/29/-
11/17/2021
8-5
Am-pm

CBLM’S
ON
CONTACT
CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
Divine Life
Institute of
Cebu
8 0 |
P a g e
Developed by:
Trainees’
Training
Requirements
Training
Activity/Task
Mode of
Training
Staff
Facilities/Tools
and Equipment
Venue
Assessment
Method
Date and
Time
1.Demonstrate
a ability to
express
oneself in a
clear and
concise manner
1.1.1Proficiently
communicates and
express oneself
effectively
1.2.1Effectively
deliver ly
messages,
feedback and
instruction with
the use of 3C’s in
communication
Immersinon
Ryan
B.Godes
Computer with
peripherals.
Internet access
Concentix
cebu
Direc
observation
10/29/-
11/17/2021
8-5
Am-pm

CBLM’S
ON
CONTACT
CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
Divine Life
Institute of
Cebu
8 1 |
P a g e
Developed by:
Technical Education and Skills Development Authority
DIVINE LIFE INSTITUTE OF CEBU
TRAINEE’S RECORD BOOK
Trainee’s No.DLIC-012345789
NAME MARIEL B.ESTOLE
QUALIFICATION CONTACT CENTER SERVICES NCII
TRAINING DURATION 144 HOURS
TRAINEER RYAN B.GODES
Instructions:
This Trainees’ Record Book (TRB) is intended to serve as record of all
accomplishment/task/activities while undergoing training in the industry. It
will eventually become evidence that can be submitted for portfolio
assessment and for whatever purpose it will serve you. It is therefore
important that all its contents are viably entered by both the trainees and
instructor.
The Trainees’ Record Book contains all the required competencies in
your chosen qualification. All you must do is to fill in the column “Task
Required” and “Date Accomplished” with all the activities in accordance with
the training program and to be taken up in the school and with the
guidance of the instructor. The instructor will likewise indicate his/her
remarks on the “Instructors Remarks” column regarding the outcome of the
task accomplished by the trainees. Be sure that the trainee will personally
accomplish the task and confirmed by the instructor.
It is of great importance that the content should be written legibly on
ink. Avoid any corrections or erasures and maintain the cleanliness of this
record.This will be collected by your trainer and submit the same to the
Vocational Instruction Supervisor (VIS) and shall form part of the permanent
trainee’s document on file.
THANK YOU.

CBLM’S
ON
CONTACT
CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
Divine Life
Institute of
Cebu
8 2 |
P a g e
Developed by:
NOTES

CBLM’S
ON
CONTACT
CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
Divine Life
Institute of
Cebu
8 3 |
P a g e
Developed by:
Unit of Competency : Practice Career Professionalism
NC Level II
Learning
Outcome
Task/Activity
Required
Date
accomplished
Instructors
Remarks
1. Obtain and
convey
workplace
information
• 1.1 Specific and
relevant
information is
accessed from
appropriate
sources 1.2
Effective
questioning,
active listening
and speaking
skills are used
to gather and
convey
information 1.3
Appropriate
medium is used
to transfer
information and
ideas
• 1.4 Appropriate
nonverbal
communication
is used
• 1.5 Appropriate
lines of
communication
with supervisors
and colleagues
are identified
and followed
• 1.6 Defined
workplace
procedures for
the location and
storage of
information are
used
• 1.7 Personal
interaction i
10/29//2021
Competent

CBLM’S
ON
CONTACT
CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
Divine Life
Institute of
Cebu
8 4 |
P a g e
Developed by:
2.Participate in
workplace
meetings and
discussions
• 2.1 Team
meetings are
attended on
time 2.2 Own
opinions are
clearly
expressed and
those of others
are listened to
without
interruption
• 2.3 Meeting
inputs are
consistent with
the meeting
purpose and
established
protocols
• 2.4 Workplace
interactions are
conducted in a
courteous
manner 2.5
Questions about
simple routine
workplace
procedures and
matters
concerning
working
conditions of
employment are
asked and
responded to
according to
organizational
guidelines
• 2.6 Meetings
outcomes are
interpreted an
10/29/2021
Competent

CBLM’S
ON
CONTACT
CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
Divine Life
Institute of
Cebu
8 5 |
P a g e
Developed by:
3.Complete
relevant work
related
documents
• Range of forms
relating to
conditions of
employment are
completed
accurately and
legibly
• 3.2 Workplace
data is recorded
on standard
workplace forms
and documents
• 3.3 Basic
mathematical
processes are
used for routine
calculations
• 3.4 Errors in
recording
information on
forms/
documents are
identified and
properly acted
upon
• 3.5 Reporting
requirements to
supervisor are
completed.
10/30/2021
Competent
___________________
Trainee’s Signature
Trainer’s Signature

CBLM’S
ON
CONTACT
CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
Divine Life
Institute of
Cebu
8 6 |
P a g e
Developed by:
Unit of Competency : Work in a team environment
NC Level II
Learning
Outcome
Task/Activity
Required
Date
accomplished
Instructors
Remarks
1. Describe team
role and scope
1.1. The role and
objective of the
team is identified
from available
sources of
information 1.2.
Team parameters,
reporting
relationships and
responsibilities are
identified from
team discussions
and appropriate
external sources .
10/31/2021
Competent
2.Work as a
team member
• 3.1 Effective and
appropriate
forms of
communications
used and
interactions
undertaken with
team members
who contribute
to known team
activities and
objectives
• 3.2 Effective and
appropriate
contributions
made to
complement
team activities
and objectives,
based on
individual skills
and
competencies
11/01/2021
Competent

CBLM’S
ON
CONTACT
CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
Divine Life
Institute of
Cebu
8 7 |
P a g e
Developed by:
Trainess Signature Trainer Signature
and workplace
context 3.3
Observed
protocols in
reporting using
standard
operating
procedures
• 3.4 Contribute
to the
development of
team work plans
based on an
understanding
of team’s role
and objectives
and individual
competencies

CBLM’S
ON
CONTACT
CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
Divine Life
Institute of
Cebu
8 8 |
P a g e
Developed by:
UNIT OF COMPETENCY:PRACTICE CAREER PROFESSIONALISM
NC LEVEL II
Learning
Outcome
Task/Activity
Required
Date
accomplished
Instructors
Remarks
1 Integrate
personal
objectives with
organizational
goals
1.1. Personal
growth and
work plans are
pursued
towards
improving the
qualifications
set for the
profession
1.2. Intra- and
interpersonal
relationships are
maintained in
the course of
managing
oneself based on
performance
evaluation
1.3.
Commitment to
the organization
and it’s goal is
demonstrated in
the performance
11/02/2021
Competent

CBLM’S
ON
CONTACT
CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
Divine Life
Institute of
Cebu
8 9 |
P a g e
Developed by:
2. Set and meet
work priorities
1 Competing
demands are
prioritized to
achieve
personal, team
and
organizational
goals and
objectives.
2.2 Resources
are utilized
efficiently and
effectively to
manage work
priorities and
commitments
2.3 Practices
along economic
use and
maintenance of
equipment and
facilities are
followed as per
established
procedures
11/03/ 2021 Competent
3. Maintain
professional
growth and
development
• . 3.1 Trainings
and career
opportunities
are identified
and availed of
based on job
requirements
• 3.2
Recognitions are
sought/received
and
demonstrated as
proof of career
advancement
• 3.3 Licenses
and/or
certifications
relevant to job
and career are
obtained and
renewed
11/04/2021 Competent

CBLM’S
ON
CONTACT
CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
Divine Life
Institute of
Cebu
9 0 |
P a g e
Developed by:
Unit of competency: Practice Occupational Health and safey
NCII Level II
Learning
Outcome
Task/Activity
Required
Date
accomplished
Instructors
Remarks
1. Identify
hazards and
risks
1.1 Safety
regulations and
workplace safety
and hazard control
practices and
procedures are
clarified and
explained based on
organization
procedures
1.2 Hazards/risks
in the workplace
and their
corresponding
indicators are
identified to
minimize or
eliminate risk to
coworkers,
workplace and
environment in
accordance with
organization
procedures
1.3 Contingency
measures during
workplace
accidents, fire and
other emergencies
are recognized and
established in
accordance with
organization
procedures
11/05/ 2021 Competent

CBLM’S
ON
CONTACT
CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
Divine Life
Institute of
Cebu
9 1 |
P a g e
Developed by:
2. Evaluate
hazards and
risk
2.1 Terms of
maximum tolerable
limits which when
exceeded will result
in harm or damage
are identified based
on threshold limit
values (TLV) 2.2
Effects of the
hazards are
determined
2.3 OHS issues
and/or concerns
and identified
safety hazards are
reported to
designated
personnel in
accordance with
workplace
requirements and
relevant workplace
OHS legislation
11/06/ 2021
Competent

CBLM’S
ON
CONTACT
CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
Divine Life
Institute of
Cebu
9 2 |
P a g e
Developed by:
3.3 Control
hazards and
risks
Perform turning
operations
3.1 Occupational
Health and Safety
(OHS) procedures
for controlling
hazards/risks in
workplace are
consistently
followed
3.2 Procedures for
dealing with
workplace
accidents, fire and
emergencies are
followed in
accordance with
organization OHS
policies
3.3 Personal
protective
equipment (PPE) is
correctly used in
accordance with
organization OHS
procedure
11/07 2021
Competent
4. Maintain OHS
awareness
4.1 Emergency-
related drills and
trainings are
participated in as
per established
organization
guidelines and
procedures
4.2 OHS personal
records are
completed and
updated in
accordance with
workplace
requirements
11/08/21
Competent

CBLM’S
ON
CONTACT
CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
Divine Life
Institute of
Cebu
9 3 |
P a g e
Developed by:
COMMON COMPETENCIES
Learning
Outcome
Task/Activity
Required
Date
accomplished
Instructors
Remarks
1. Assess quality
of received
materials
1.1. Work
instruction is
obtained and
work is carried
out in
accordance with
standard
operating
procedures.
1.2. Received
materials are
checked against
workplace
standards and
specifications.
1.3. Faulty
materials
related to work
are identified
and isolated.
1.4. Faults and
any identified
causes are
recorded and/or
reported to the
supervisor
concerned in
accordance with
workplace
procedures.
1.5. Faulty
materials are
replaced in
accordance with
workplace
procedures

CBLM’S
ON
CONTACT
CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
Divine Life
Institute of
Cebu
9 4 |
P a g e
Developed by:
2. Assess own
work
2.1.Documentation
relative to quality
within the company
is identified and
used
2.2. Completed
work is checked
against workplace
standards relevant
to the task
undertaken.
2.3. Errors are
identified and
isolated.
2.4. Information on
the quality and
other indicators of
production
performance are
recorded in
accordance with
workplace
procedures.
2.5. In cases of
deviations from
specific quality
standards, causes
are documented
and reported in
accordance with
the workplace’ s
standards
operating
procedures
11/08/2021
Competent

CBLM’S
ON
CONTACT
CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
Divine Life
Institute of
Cebu
9 5 |
P a g e
Developed by:
3. Engage in
quality
improvement
3.1 Process
improvement
procedures are
participated in
relative to
workplace
assignment.
3.2 Work is
carried out in
accordance with
process
improvement
procedures.
3.3
Performance of
operation or
quality of
product of
service to
ensure customer
satisfaction is
monitor.
11/09/2021
Competent

CBLM’S
ON
CONTACT
CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
Divine Life
Institute of
Cebu
9 6 |
P a g e
Developed by:
Unit of Competency : PERFORM COMPUTER OPERATIONS
NC Level II
Learning
Outcome
Task/Activity
Required
Date
accomplished
Instructors
Remarks
1. Plan and
prepare for task
to be
undertaken
• 1.1.
Requirements of
task are
determined in
accordance with
the required
output. 1.2.
Appropriate
hardware and
software are
selected
according to task
assigned and
required
outcome. 1.3.
Task is planned
to ensure that OH
& S guidelines
and procedures
are followed.
• 1.4. Client -
specific
guidelines and
procedures are
followed.
• 1.5. Required
data security
guidelines are
applied in
accordance with
existing
procedures.

CBLM’S
ON
CONTACT
CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
Divine Life
Institute of
Cebu
9 7 |
P a g e
Developed by:
2. Input data
into computer
• 2.1. Data are
entered into the
computer using
appropriate
program/applicat
ion in accordance
with company
procedures.
• 2.2. Accuracy of
information is
checked and
information is
saved in
accordance with
standard
operating
procedures.
• 2.3. Inputted
data is stored in
storage media
according to
requirements.
• 2.4. Work is
performed within
ergonomic
guidelines.

CBLM’S
ON
CONTACT
CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
Divine Life
Institute of
Cebu
9 8 |
P a g e
Developed by:
3.Access
information
using computer
• 3.1. Correct
program/applicat
ion is selected
based on job
requirements.
3.2.
Program/applicat
ion containing
the information
required is
accessed
according to
company
procedures.
• 3.3. Desktop
icons are
correctly selected,
opened and
closed for
navigation
purposes.
• 3.4. Keyboard
techniques are
carried out in line
with OH & S
requirements for
safe use of
keyboards..

CBLM’S
ON
CONTACT
CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
Divine Life
Institute of
Cebu
9 9 |
P a g e
Developed by:
4. Produce
output/ data
using computer
system
4.1. Entered data
are processed using
appropriate software
commands.
4.2. Data are
printed out as
required using
computer hardware
/peripheral devices
in accordance with
standard operating
procedures.
4.3. Files and data
are transferred
between compatible
systems using
computer software,
hardware/
peripheral devices in
accordance with
standa.
5. Use basic
functions of a
www-browser to
locate
information
5.1. Information
requirements for
internet search are
established.
5.2. Browser is
launched.
5.3. Search engine is
loaded. 5.4.
Appropriate search
criteria/or URL of
site is entered.
5.5. Relevant links
are followed to locate
required
information. 5.6.
Useful pages are
bookmarked or
printed

CBLM’S
ON
CONTACT
CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
Divine Life
Institute of
Cebu
1 0 0 |
P a g e
Developed by:
6. Maintain
computer
equipment and
systems
6.1. Procedures for
ensuring security of
data, including
regular back-ups
and virus checks are
implemented in
accordance with
standard operating
procedures.
6.2. Basic file
maintenance
procedures are
implemented in line
with the standards
operating
procedures

CBLM’S
ON
CONTACT
CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
Divine Life
Institute of
Cebu
1 0 1 |
P a g e
Developed by:
CORE COMPETENCIES
Unit of Competency : COMMUNICATE EFFECTIVELY IN ENGLISH FOR
CUSTOMER SERVICE
NC Level II
Learning
Outcome
Task/Activity Required
Date
accomplished
Instructors
Remarks
1.Demonstrate
an ability to
express oneself
in a clear and
concise manner
1.1. Proficiency in
communication is
manifested by
expressing oneself
effectively
1.2. 3 C’s of
communication is
applied to effectively
deliver messages,
feedback and
instruction
11/13/2021
Competent
2. Demonstrate
an ability to
listen and
comprehend
effectively
2.1. Listening effectively
is demonstrated by
being able to
appropriately respond
to questions and
requests
2.2. Comprehension is
demonstrated by being
able to respond
effectively with
awareness of audience
and purpose
11/14/2021
Competent

CBLM’S
ON
CONTACT
CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
Divine Life
Institute of
Cebu
1 0 2 |
P a g e
Developed by:
Unit of Competency : PERFORM CUSTOMER SERVICE DELIVERY
PROCESSES
NC Level II
Learning
Outcome
Task/Activity
Required
Date
accomplished
Instructors
Remarks
1.Demonstrate
an ability to
answer or make
a cal
1.1. Calls are
answered in
accordance with
enterprise
inbound
procedures
1.2. Calls are
made in
accordance with
enterprise
outbound
procedures
11/15/2021
Competent
3.2 Demonstrate
an ability to
identify a
customer need
Set-up
Workpiece
2.1. Customer
needs are identified
appropriately to
avoid irritation
2.2. Customer
concern is clarified
or confirmed by
paraphrasing
11/15/2021
Competent

CBLM’S
ON
CONTACT
CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
Divine Life
Institute of
Cebu
1 0 3 |
P a g e
Developed by:
3.3Demonstrate
an ability to
capture and
provide
information
and/or direction
3.1. Information
from a call is
captured and
recorded accurately
in accordance with
prescribed process
guidelines
3.2. Ability to carry
out written and
verbal instructions
is demonstrated
accurately in
accordance with
prescribed process
guidelines
3.3. Ability to direct
the customer
concerns to the
correct department
or support group is
demonstrated
accurately in
accordance with
prescribed process
guidelines

CBLM’S
ON
CONTACT
CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
Divine Life
Institute of
Cebu
1 0 4 |
P a g e
Developed by:
Unit of Competency: DEMONSTRATE ABILITY TO EFFECTIVELY ENGAGE
CUSTOMERS
NC Level II
Learning
Outcome
Task/Activity
Required
Date
accomplished
Instructors
Remarks
1 Demonstrate
an ability to
empathize with a
customer
1.1. Ability to sense
feelings of
customer and
respond
accordingly to
acknowledge such
feelings is
demonstrated
1.2. Empathy for
the customer was
demonstrated
according to the
purpose of the call
11/17/2021
Competent

CBLM’S
ON
CONTACT
CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
Divine Life
Institute of
Cebu
1 0 5 |
P a g e
Developed by:
2. Demonstrate
an ability to
manage difficult
conversations
2.1 Methods
and techniques
are applied for
managing
difficult
conversations in
order to diffuse
an upset
customer in
accordance with
prescribed
process
guidelines
2.2
Manifestations
of stress in
conversations
are avoided in
accordance with
prescribed
process
11/17/2021
Competent

CBLM’S
ON
CONTACT
CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
Divine Life
Institute of
Cebu
1 0 6 |
P a g e
Developed by:
TRAINEE’S PROGRESS SHEET
Name : Mariel B. Estole Trainer : Mr. RYAN B.GODES
Qualification : Contact Center Services NCII Duration : 36 HOURS
Units of
Competency
Training Activity
Training
Duration
Rating
Date
Started
Date
Finished
Trainee’s
Initial
Supervisor’s
Initial
Demonstrate an ability
to express oneself in a
clear and concise
manne
1.1. Proficiency in communication is
manifested by expressing oneself
effectively
1.2. 3 C’s of communication is applied to
effectively deliver messages, feedback and
instruction.
.
18 hrs. Competent
November
8, 2021
November
9, 2021
Mariel
B.ESOLE
Jestony
o.Baclayon
2. Demonstrate an
comprehend
effectively
2.1. Listening effectively is demonstrated
by being able to appropriately respond to
questions and requests 2.2.
Comprehension is demonstrated by being
able to respond effectively with awareness
of audience and purpose.
18 hrs. Competent
November
15, 2021
November
16, 2021
Mariel
B.ESOLE
Jestony
o.Baclayon
Total 36 hours

CBLM’S
ON
CONTACT
CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
Divine Life
Institute of
Cebu
1 0 7 |
P a g e
Developed by:
TRAINING EVALUATION
Instructor:Ryan B.Godes
Training Center: Maharlika Training Center
Instructions: Please indicate your level of agreement with the statements
listedbelow.
Training Quality
Strongly
Disagree
Disagree Neutral Agre
e
Strongly
Agree
The overall quality of
thetraining I received
was
high
/
This training will
be beneficial to
me in the
performance of my job
/
Course Presentation
The methods of
contentdelivery
(lectures,
PowerPoint’s, etc.)
were
appropriate
for thiscourse.
/
The course
material waseasy
to understand
and
helpful.
/
The topics were
presented in a
logicalorder.
/
The vocabulary
used in the course
was clear and
easy to understand.
/
The instructor
was
knowledgeable
/

CBLM’S
ON
CONTACT
CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
Divine Life
Institute of
Cebu
1 0 8 |
P a g e
Developed by:
andeffective.
Write your comments or suggestions on the space provided after
each statements
• The greatest strengths of the course are:
The facilities being used and the training modules.
• This course could be improved by:
Giving us more realistic approach interms of the task.
• Any other comments/Reccomendations:
Trainee passed the evaluation
Course Objectives
The course covered the
material I expected.
/
The times scheduled
for
the agenda items
wereappropriate.
/
The course met
thetraining
objectives.
/
The course met my
trainingneeds.
/

CBLM’S
ON
CONTACT
CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
Divine Life
Institute of
Cebu
1 0 9 |
P a g e
Developed by:
OJT TRAINING EVALUATION SHEET
Instructions: Please rate the above mentioned trainees
work performances based on his/her technical and personal skills
as follows and send this document back in a company sealed
envelope with your specimen signature at the envelope’s flap.
Rating Reference:
Excellent-5 Very Good-4 Good -3 Fair-2 Poor-1
Name: Mariel Estole
Department: Customer Suport Representative
Company’s Name: Concentrix Cebu
Part I. Technical and Personal Competency
A. Technical Skills RATING
A1. Telephone Etiquette 4
A2. Computer skills 4
A3. Process oriented 4
A.4Customer service experience 4
A5. Creativity 4
A6. Knowledge retention 4
A7. Computing 4
A8. Coding 4
AVERAGE SCORE: (A1 + A2 + A3 + A4 + A5 +
A6
+A7+A8)/8
4

CBLM’S
ON
CONTACT
CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
Divine Life
Institute of
Cebu
1 1 0 |
P a g e
Developed by:
B. Professional Skills RATING
B1. Quality of Work: This measures the trainee’s
ability to
meet the required
completeness, correctness and neatness of work
output.
5
B2. Quantity of Work: This considers the
volume of work completed at a given time
under normal working condition.
4
B3. Job Knowledge and Skill: This considers
the extent towhich the trainee
possesses knowledge and understanding of a
job and otherrelated jobs as well as skills
required.
4
B4. Judgment: This considers the extent
to which the trainee makes sound
decisions towards the attainment
of sound results even under stress.
5
B5. Communication: This measures the degree
to which thetrainee effectively conveys
pertinent and appropriate oral and written
ideas, opinion, and
instructions. (Program Outcome G)
3
B6. Problem Solving Skills. This measures the
ability of
the trainee to identify, analyze, and
solve problems.(Program Outcome E)
5
AVERAGE SCORE: (B1 + B2 + B3 + B4 + B5 +
B6)/6
4.3

CBLM’S
ON
CONTACT
CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
Divine Life
Institute of
Cebu
1 1 1 |
P a g e
Developed by:
OVERALL INDUSTRY APPRAISAL IN ACCORDANCE
TO
TRAINING REQUIREMENTS:
(A + B + C)/3
4.26
C. Personality RATING
C1. Confidence: The trainee’s ability to
perform a jobaccording to instructions,
procedures and prescribed time limits with
minimum follow-up.
5
C2. Diligence: Appraises the trainee’s
attentiveness andindustry in the
performance of the job.
5
C3. Initiative: Refers to the extent to which the
trainee starts effective action without the need of
prompting fromhis/her superior, shows full
effort, and
devices ways and means to meet work situation.
4
C4. Social Effectiveness: Considers the
ability of thetrainee to get along with co-
workers and superiors.
5
C5. Teamplay: Considers the ability of the trainee
to work onteams of different backgrounds and at
different levels in the
corporate structure for the achievement of a common
goal.
4
C6. Attitude to Learn: Considers the trainee’s
disposition tolearn new methods,
practices, and skills
5
C7. Adaptability: refers to the extent of the trainee’s
flexibilityin dealing with real
situation, ideas, duties or method.
3
C8. Punctuality and Attendance 5
AVERAGE SCORE: (C1 + C2 + C3 + C4 + C5 + C6
+ C7 + C8)/8
4.5

CBLM’S
ON
CONTACT
CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
Divine Life
Institute of
Cebu
1 1 2 |
P a g e
Developed by:
Part II. PEO INDUSTRY SURVEY
Listed below are the PROGRAM EDUCATIONAL
OBJECTIVES (PEO) of the School
Using the scale given, please CHECK ( / ) the appropriate
column how our graduates are satisfying the PEOs, 5
being the highest.
No
.
Program Educational
Objectives
Rating
5 4 3 2 1
1
To develop graduates that could
apply, management and business
principles in handling a wide range
of professional practice particularly in
Business processingIndustry.
/
2
To develop well-rounded and
culturally sensitive professionals
prepared to meet thechallenges as well
as the environmental concerns with
regards to the
dynamics of BPO industry
/
3
To develop customer service agents
who set good example of high ethical
standard and adherence to safety,
health, environmental concerns and
public welfare through
compliance with required codes and
laws.
/

CBLM’S
ON
CONTACT
CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
Divine Life
Institute of
Cebu
1 1 3 |
P a g e
Developed by:
APPRAISED BY:
Name
Signatur
C. COMMENTS / RECOMMENDATIONS
1. What outstanding attributes, technical or personal, does the trainee possess in
getting the job done?
Its flexibility and eagerness to learn
2.What do you think are the trainee’s developmental needs, both technical and
personal?
Computer skills and language proficiency, self confidence
3. Other comments / recommendation
Keep up the good work always!
COMMENTS
Signature
Position HRD-Manager
Date 1/5/2021

CBLM’S
ON
CONTACT
CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
Divine Life
Institute of
Cebu
1 1 4 |
P a g e
Developed by:
MAINTAIN
TRAINING
FACILITIES

CBLM’S
ON
CONTACT
CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
Divine Life
Institute of
Cebu
1 1 5 |
P a g e
Developed by:
.OPERATIONAL SCHEDULE
OPERATIONAL
PROCEDURE
Equipment Type HP PROJECTOR
Equipment Code 85044030
Location COMPUTER LABORATORY
Operation Procedure:
Follow the instructions for your particular charger. Basic
instructions for most chargers include:
• Make sure the charger is off.
• Hook-up the positive cable on the charger to the positive
terminal onthe battery.
• Hook up the negative cable on the charger to the negative
terminal onthe battery.
• Set the charger to the slowest charge rate.
• Turn on the charger and set the timer.

CBLM’S
ON
CONTACT
CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
Divine Life
Institute of
Cebu
1 1 6 |
P a g e
Developed by:
HOUSEKEEPING SCHEDULE CHART
HOUSEKEEPING
SCHEDULE
Qualifica
tion
CONTACT CENTER
SERVICES NCII
Station/Bl
dg.
CONTACT
CENTER OFFICE
Area/Sec
tion
Practical Work Area
In-Charge RYAN B GODES
ACTIVITIES
Respon
sible
Perso
n
Schedule for the 1st
Semester, 2021
Dai
ly Ev
er
y
oth
er
Da
y
Wee
kly Ev
er
y
15
th
Da
y
Mont
hly
Rema
rks
1. Clean the tools
and equipment.
Mr. Cruz x
2. Clean and
arrange
working tables
according to
floor plan/lay-
out;
check stability
Mr.
Santos
x

CBLM’S
ON
CONTACT
CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
Divine Life
Institute of
Cebu
1 1 7 |
P a g e
Developed by:
3. Clean and
check floor,
walls,
windows,
ceilings
• graffiti/dust/r
ust
• cobwebs and
outdated/un
necessary
objects/item
s
• obstructions
• any used
materials/to
ols/machi
nes and
equipment
• open cracks
(floor)
Mr. Perez x
4. Clean and
check work shop
ventilation and
illumination by
dusting
lamps/bulbs,
replacing non-
functional lamps
and keeping
exhaust clean
Mr.
Holey
x

CBLM’S
ON
CONTACT
CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
Divine Life
Institute of
Cebu
1 1 8 |
P a g e
Developed by:
5. Clean and
check
computer set -
monitor, CPU,
keyboards,
mouse – free,
unnecessary
markings,
dust; cables
and plugs are
in order; well-
arranged; all
items functional
Ms.
Garcia
x

CBLM’S
ON
CONTACT
CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
Divine Life
Institute of
Cebu
1 1 9 |
P a g e
Developed by:
6. Clean, check and
maintain Tool Room
• Free of dust, not
damp
• Tools in
appropriate
positions/locatio
ns
• With visible
labels/signage
• Logbook and
forms are
complete, in order
and updated
• Lights,
ventilation – OK
Mr. Ruiz x
7. Clean and check
wash area:
• Walls/Floors- –
free from oils,
molds, broken
tiles, gums,
stains or graffiti
• Drainage
system is
functional
Mr.
Santiago
x

CBLM’S
ON
CONTACT
CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
Divine Life
Institute of
Cebu
1 2 0 |
P a g e
Developed by:
• Water system
functional; no
dripping faucets or
leaking pipes
• Free from
unnecessary
objects (mops,
rags)
8. Clean and maintain
work shop
surroundings by
sweeping/ removing
fallen leaves,
branches, debris
and other refuse,
impounded water,
clearing
pathways of
obstructions
Mr.
Jose
x
9. Disposal of waste
materials
(Follow waste
segregation system)
Mr.
Jesus
x

CBLM’S
ON
CONTACT
CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
Divine Life
Institute of
Cebu
1 2 1 |
P a g e
Developed by:
EQUIPMENT MAINTENANCE SCHEDULE
EQUIPMENT MAINTENANCE
SCHEDULE
EQUIPMENT TYPE PROJECTOR
EQUIPMENT CODE 85044030
LOCATION Computer Laboratory
ACTIVITIES
Responsi
ble
Person
Schedule for the 1st Semester,
2021
Dai
ly
Eve
r y
oth
er
Da
y
Week
ly
Eve
ry
15t
h
Da
y
Mont
hly
Remar
ks
1. Check
panel
board, and
circuit
breakers
electrical
connection
s, cables
and outlets
• Clean and
kept dry
• Parts are
well-
secured/
attached
• Properly
Labelled
Electrici
an
Trainer
x

CBLM’S
ON
CONTACT
CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
Divine Life
Institute of
Cebu
1 2 2 |
P a g e
Developed by:
2. Check the
clamp or
cable wires
in battery
• Clean and
kept dry
• Parts are
well-
secured/
attached
Mr.Go
x
3. Check the
buttons of
12v and
24v in
battery
charger
Trainer
Trainees
x
4. Check the
continuity
of the
battery
before it
charges.
• Check
the
battery
using
multimet
er
• Analyze
the voltage
drop
Trainer x
5.
Check
/Clean
wire,
cables
before
testing the
Trainer
Trainees
x

CBLM’S
ON
CONTACT
CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
Divine Life
Institute of
Cebu
1 2 3 |
P a g e
Developed by:
WORKSHOP HOUSEKEEPING SCHEDULE
CONTACT CENTER SERVICES
HOUSEKEEPING SCHEDULE
DAILY
TASK
YES NO
Check panel board, and circuit breakers electrical
connections, cables and outlets
x
Check the continuity of the battery before it charges x
Check the clamp or cable wires in battery
Clean and kept dry
Parts are well- secured/attached
x
3. Clean and check floor, walls, windows, ceilings
• graffiti/dust/rust
• cobwebs and outdated/unnecessary
objects/items
• obstructions
• any used materials/tools/machines and
equipment
open cracks
x
Clean and check mounting of machines/equipment x
Before leaving, collect liter and waste on the floor x
WEEKLY
TASK
YES NO
Clean and check computer set -monitor, CPU,
keyboards, mouse – free, unnecessary markings,
dust; cables and plugs are in order; well-arranged;
all
x

CBLM’S
ON
CONTACT
CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
Divine Life
Institute of
Cebu
1 2 4 |
P a g e
Developed by:
EQUIPMENT MAINTENANCE SCHEDULE
LED PROJECTOR MAINTENANCE SCHEDULE
2 HOURS
• Check the
batterycharger
8 HOURS
• Clean machines
• Clean and
checkwirings,
cords and
adaptors
• Turn on
properly
• Check
continuity
• Turn off properly
24 HOURS
• Check and
testmachine
if working
• File for
repairreport
• Conduct repair
(when
necessary)

CBLM’S
ON
CONTACT
CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
Divine Life
Institute of
Cebu
1 2 5 |
P a g e
Developed by:
EQUIPMENT MAINTENANCE INSPECTION
CHECKLIST
EQUIPMENT MAINTENANCE INSPECTION
CHECKLIST
Equipment Type: LED PROJECTOR
Property Code/Number: CCS121LP
Location: CONTEXTUAL LEARNING LABORATORY
YES NO INSPECTION
ITEMS
/
1. Are the machines clean and free of dust? Are they
free of rust?
/ 2. Are the wirings intact and working? Free from
mouse and animal bites? Free from scratches?
/
3. Are the power buttons functioning? Are the settings
correct?
/
4. Are the cables and power supply connected
properly?
Remarks: All are ready for the training purposes.
Inspected by:Ryan B.Godes Date: 11/20/2021

CBLM’S
ON
CONTACT
CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
Divine Life
Institute of
Cebu
1 2 6 |
P a g e
Developed by:
WORKSHOP INSPECTION SYSTEM
HOUSEKEEPING INSPECTION
CHECKLIST
Qualification CONTACT CENTER SERVICES NCII
Area/Section CONTEXTUAL
LEARNING AREA
In-Charge Mr.Ryan
B.Godes
YES NO INSPECTION ITEMS
/ 1. Is the laboratory well illuminated? Are all
bulbs/lampsfunctioning?
/ 2. Are the machines set and functional e.g.
washing machine free from dust? Are they
clean? Are they well-arranged? Are
cables and plugs in order?
/ 3. Are the tables and chairs arranged properly
according to
the floor plan? Are they clean? Stable?
/ 4. Are floor, walls, ceilings and doors clean, neat,
without obstructions or unnecessary odor? All
hinges and locks are
functional? With exit plans?
/ 5. Are the exhaust fans in good working condition?
/ 6. Is the Tool Room free of dust, with legible and
visible labels/signage, logbook and are forms
complete, in order &updated?
/ 7. Are tools in correct order and arrangement? Are
they well-kept and maintained?
Remarks: All are in good condition
Inspected by:Ryan B.Godes Date:11/4/2021

CBLM’S
ON
CONTACT
CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
Divine Life
Institute of
Cebu
1 2 7 |
P a g e
Developed by:
DANGER/ CAUTION TAG-OUT
INDEX & RECORD AUDIT
DANGER/ CAUTION TAG-OUT INDEX
AND RECORD AUDIT CARD
LOG
SERIA
L
DATE
ISSUE
D
TYPE
(Danger/Cauti
on)
DESCRIPTI
ON
(System
Components,
Test
Reference,
etc.)
Date
Complet
ed
2021-
001
July
2021
Danger/ Out of
Order
PROJECTOR
November
4, 2021
2021-
002
August
2021
Danger/ Out of
Order
PRINTER
November
4, 2021
2021-
003
August
2021
Danger/ Out of
Order
AIRCON
November
4,2021

CBLM’S
ON
CONTACT
CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
Divine Life
Institute of
Cebu
1 2 8 |
P a g e
Developed by:
WASTE SEGREGATION REPORT
WASTE SEGREGATION LIST
Qualification CONTACT CENTER SERVICES NC II
Area / Section CONTEXTUAL LEARNING AREA
In-Charge MR. Ryan B.Godes
GENERAL / ACCUMULATED
WASTES
WASTE SEGREGATION
METHOD
Recycle Compose Dispose
1. Engine Oil, Grease and Fluids
X
2. Rags
X
3. Rubber Hose
X
4. Tubes and Pipes X
5. Bolts and Nuts X X
6. Oil seals, oil rings and gasket X
7. Plastics and Cans of
consumables
X

CBLM’S
ON
CONTACT
CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
Divine Life
Institute of
Cebu
1 2 9 |
P a g e
Developed by:
BREAKDOWN REPAIR REPORT
BREAKDOWN / REPAIR
REPORT
Property ID Number
HP001
Property Name HP Printer
Location Contextual Learning Laboratory
Recommendation:
For pull out
Inspected by :
Ryan B.Godes
Reported to:
Mr.Jam Mago
Date :
October 25, 2021
Date:
October 25, 2021
Subsequent Action Taken :
Inspection of the equipment
Recommendation:
Replacement of power button
By :
Ryan B.Godes
Reported to:
Mr.Jam Mago
Date : October 27, 2021 Date: October 27, 2021

CBLM’S
ON
CONTACT
CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
Divine Life
Institute of
Cebu
1 3 0 |
P a g e
Developed by:
SALVAGE REPORT
SALVAGE REPORT
AREA / SECTION
COMPUTER LABORATORY
IN-CHARGE
Mr. Ryan B. Godes
FACILITY TYPE PART ID RECOMMENDATION
HP DUAL PRINTER CABLE CORD
Forwarded to
maintenance for
safekeeping,
Repaired for future use

CBLM’S
ON
CONTACT
CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
Divine Life
Institute of
Cebu
1 3 1 |
P a g e
Developed by:
EQUIPMENT RECORD WITH CODE AND DRAWING
EQUIPMENT RECORD WITH CODE AND
DRAWING
N
o
.
Location
Eqpt
. #
Qt
y
Title
Description
PO
No
.
Drawin
g
Ref.
1
Computer
Laboratory HP1 1 Printer HP PRINTER 1
HP001
2
Computer
Laboratory
AC1 1 Aircon SAMSUNG
AIRCON
2
AC001
3
Computer
Laboratory
HDSET 1
Headset
HEADSET1 3
HDS1

CBLM’S
ON
CONTACT
CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
Divine Life
Institute of
Cebu
1 3 2 |
P a g e
Developed by:
INSPECTION REPORT
INSPECTION REPORT
Property ID number 85044030
Property Name HP PRINTER
Location Computer Laboratory
Findings:
All equipment are
functional
Recommendation:
All equipment are ready for training
purposes
Inspected by:
Ryan B.Godes
Reported to:
Mr. Jam Mago
Date:
October 30,2021
Date:
October 30,2021

CBLM’S
ON
CONTACT
CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
Divine Life
Institute of
Cebu
1 3 3 |
P a g e
Developed by:
PURCHASE REQUEST REPORT
MAHARLIKA TRAINING CENTER
PURCHASE ORDER
Area/
Section
CONTEXTUAL LEARNING AREA
In-
Charge
RYAN B. GODES
ITEM ITEM
CODE
Qty Amount Total
1.Keyboa
rd KB01 1
180.00
360.00
2.HP
Printer
HPO1 2
25,000 50,000.00
3.Mouse MSE
1
20.00 200.00
3.Project
or
PJ001 2
30,000 60,OOO.00
Requested by
Ryan B.Godes
Date:11/20/2021
Approved by:
Purchasing Manager
110,3260.00
Total
Note: Kindly
attached the
original receipt
for
theliquidation,

CBLM’S
ON
CONTACT
CENTER
SERVICES NCII
Date developed:
11/3/2021
Date Revised:
None
Issued by:
Divine Life
Institute of
Cebu
1 3 4 |
P a g e
Developed by:

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