This is a Training Plan for Trainers Methodology in Contact Center Services NC II

1. Training Plan
Qualification: Contact Center Services NC II
Trainees’ Training
Requirements
Training Activity/Task
Mode of
Training
Staff
Facilities/
Tools and
Equipment
Venue
Assessment
Method
Date and
Time
1. Search for
prospective industry
partners
2. Send proposal
letters (follow-up and
visitation)
3. Set an Appointment
for Presentation
4. Presentation
5. Conduct Site Visit
for Work-Based
Training Plan
6. Finalize the Training
Plan and Memorandum
of Agreement (MOA) or
Memorandum of
Understanding (MOU)
7. Present the Training
Plan and MOA/MOU for
approval
8. Placement of the
trainees in the
industry
9. Coordination and
STVEP
Coordinator
School
Principal
Trainer
Industry
Supervisor
 Pens/
Pencils
 Papers
 Printers
 Computer
unit with
peripherals
 Internet
DCNHS

2. Monitoring
10. Work-based
training Evaluation
Core 1
COMMUNICATE EFFECTIVELY IN ENGLISH FOR CUSTOMER SERVICE
LO1: Demonstrate
an ability to express
oneself in a clear and
concise manner
1.1. Manifests
proficiency in
communication by
expressing oneself
effectively
1.2. Applies 3 C’s of
communication
(clarity,conciseness,
and consistency) to
effectively deliver
messages, feedback
and instruction
Internship Industry
Supervisor
(MSIT Capiz)
and trainer
Computer
with
peripherals
Headset
Pen & Paper
MSIT
(Roxas,
Capiz)
Observation
with Oral
Questioning
LO2: Demonstrate
an ability to listen
and comprehend
effectively
2.1. Demonstrates
listening effectively
by being able to
appropriately
respond to
questions and
requests
2.2. Demonstrates
comprehension by
being able to
Internship Industry
Supervisor and
trainer
Computer
with
peripherals
Headset
Pen & Paper
MSIT
(Roxas,
Capiz)
Observation
with Oral
Questioning

3. respond effectively
with awareness of
audience and
purpose
CORE2
PERFORM CUSTOMER SERVICE DELIVERY PROCESSES
LO1: Demonstrate
an ability to answer
or make a call
1.1. Answers calls in
accordance with
enterprise inbound
procedures
1.2. Makes calls in
accordance with
enterprise outbound
procedures
Internship Industry
Supervisor
trainees
Computer
with
peripherals
Headset
Pen & Paper
MSIT
(Roxas,
Capiz)
Observation
with Oral
Questioning
LO2: Demonstrate
an ability to identify
a customer need
2.1. Identify customer
needs appropriately
to avoid irritation
2.2. Clarify or confirm
customer concern
by paraphrasing
Internship Industry
Supervisor
trainees
Computer
with
peripherals
Headset
Pen & Paper
MSIT
(Roxas,
Capiz)
Observation
with Oral
Questioning
LO3: Demonstrate
an ability to capture
and provide
information and/or
directions
3.1. Capture and record
information
accurately in
accordance with
prescribed process
guidelines
Internship Industry
Supervisor
trainees
Computer
with
peripherals
Headset
Pen & Paper
MSIT
(Roxas,
Capiz)
Observation
with Oral
Questioning

4. 3.2. Carry out written
and verbal
instructions is
demonstrated
accurately in
accordance with
prescribed process
guidelines
3.3. Direct the customer
concerns to the
correct department
or support group is
demonstrated
accurately in
accordance with
prescribed process
guidelines
CORE 3
DEMONSTRATE ABILITY TO EFFECTIVELY ENGAGE CUSTOMERS
LO1: Demonstrate
an ability to
empathize with a
customer
1.1. Demonstrates the
ability to sense
feelings of
customer and
respond
accordingly to
acknowledge
Internship Industry
Supervisor
trainees
Computer
with
peripherals
Headset
Pen & Paper
MSIT
(Roxas,
Capiz)
Observation
with Oral
Questioning

5. such feelings
1.2. Demonstrates
empathy for the
customer
according to the
purpose of the
call
LO2: Demonstrate
an ability to manage
difficult
conversations
2.1 Applies the
methods and
techniques for
managing difficult
conversations in
order to diffuse
an upset
customer in
accordance with
prescribed
process
guidelines
2.2 Avoids
manifestations of
stress in
conversations in
accordance with
prescribed
process
guidelines
Internship Industry
Supervisor (Iqor-
Iloilo)
Trainees
Computer
with
peripherals
Headset
Pen & Paper
MSIT
(Roxas,
Capiz)
Observation
with Oral
Questioning

6. Prepared by: Reviewed and verified by:
AILEEN B. FABILLON
MARIA LINDY W. FABARAQUEL ICT Coordinator
Trainer
Approved by:
FEDERICO F. FORTIT Industry Supervisor: ARTURO MAGALLANES, PhD.
School’s Officer-In-Charge