TRAINING PLAN
Course: CONTACT CENTER SERVICES NC II
Unit of
PARTICIPATE IN WORKPLACE COMMUNICATION
Competency:
Module Title: PARTICIPATING IN WORKPLACE COMMUNICATION
Modality: FACE TO FACE LEARNING
Learning Contents Learning Number
Outcomes Resources of hours
L.O. 1: Introductory Activity & CBLM on 2 Hours
Obtain and Pre-Module Learner’s Participating in
Convey Reflection Workplace
Workplace Communication Sources Communication
Information PPT on
Organizational
Getting the Right
policies and
Information in the Right
procedures
Way
PPT on Effective
Conveying Messages and
Communication
ideas in the Workplace
PPT on Records
Communication Protocols Management
and Procedures: Lines of PPT on
Communication and Telephone
Communication Storage Etiquette
L.O. 2: Interpreting and Following CBLM on 2 Hours
Perform Routine Written Participating in
duties Instructions Workplace
following Interpreting and Communication
workplace Implementing Instructions
instructions Following a PPT on Giving
Meeting Feedback
Seeking Clarification and PPT on
Giving Feedback on Implementing
Instructions Instruction
Received
L.O. 3: Identifying Relevant CBLM on 2 Hours
Complete Workplace Documents Participating in
Relevant and Forms Workplace
Work- Writing a Business Letter Communication
Related PPT in
Documents Guidelines in Completing Workplace
Workplace Documents Documents
and Forms PPT on Writing a
Business Letter
PPT on
Completing
Work-Related
Documents
Total No. of Hours 6 hours
TRAINING PLAN
Course: CONTACT CENTER SERVICES NC II
Unit of
WORK IN A TEAM ENVIRONMENT
Competency:
Module Title: WORKING IN A TEAM ENVIRONMENT
Modality: FACE TO FACE LEARNING
Learning Contents Learning Number
Outcomes Resources of hours
L.O. 1: Introductory Activity & CBLM on 1 Hour
Describe Pre-Module Learner’s Working in a
team role Reflection Team
and scope. Environment
Self-Assessment on
PPT on
Working in Team
Creating
Setting Team Goal and Effective
Scope Teams
Cooperating with Others
L.O. 2: Understanding Roles and CBLM on 1 Hour
Identify one’s Responsibilities in a Team Working in a
role and Team
Preparing an Individual Environment
responsibility
Action Plan PPT on Team
within a
Roles and
team Responsibiliti
es
L.O. 3: Work Teamwork vs. Individual CBLM on 1 Hour
as a team Work Working in a
member. Team
Team Planning and Environment
Decision-Making PPT on Team
Work
PPT on Team
Planning and
Decision
Making
Total No. of Hours 3 hours
TRAINING PLAN
Course:
CONTACT CENTER SERVICES NC II
Unit of SOLVE/ADDRESS GENERAL WORKPLACE
Competency: PROBLEMS
Module Title: SOLVING/ADDRESSING GENERAL WORKPLACE
PROBLEMS
Modality: FACE TO FACE LEARNING
Learning Contents Learning No. of
Outcomes Resources Hours
LO 1: Introductory Activity & CBLM on 1 Hour
Identify Pre-Module Learner’s Solve/ Address
routine Reflection: General
problems. Start-of-Module Skills Workplace
Check Problems
Describing a Routine PPT on
Procedural Problem Routine and
Investigating and Non-Routine
Documenting Problem Problems
Areas
LO 2: Identifying Potential CBLM on 1 Hour
Look for Solutions Solve/ Address
solutions to General
routine Workplace
problems Developing and Problems
Presenting PPT on
Recommendations Problem
Solving
Principles
LO 3: Planning and CBLM on 1 Hour
Boost self- Implementing Solutions Solve/ Address
Confidence General
and develop Evaluating Implemented Workplace
self-regulation Solutions Problems
PPT on
Documenting Problems Documentatio
and Solutions n and
Reporting
Total No. of Hours 3 hours
TRAINING PLAN
Course:
CONTACT CENTER SERVICES NC II
Unit of
DEVELOP CAREER AND LIFE DECISIONS
Competency:
Module Title:
DEVELOPING CAREER AND LIFE DECISIONS
Modality: FACE TO FACE LEARNING
Learning Contents Learning No. of
Outcomes Resources Hours
LO 1: Introduction and Pre- CBLM on 1 Hour
Manage one’s Module Learner’s Develop Career
emotion Reflection and Life
Identifying Our Emotions Decisions
Changing Our Thinking PPT on Self-
Thoughts, Feelings, and Management
Behaviors are Connected! PPT on
Thoughts,
Building Coping Skills to
Feelings and
Manage Emotions
Behaviors
Self-Management
Strategies
LO 2: Self-Assessment: CBLM on 1 Hour
Develop Strengths and Develop Career
reflective Weaknesses, Limitations, and Life
practice Likes and Dislikes Decisions
PPT on Gibb’s
Strategies to Improve My Reflective Cycle
Attitude in the Workplace
LO 3: Components of Self- CBLM on 1 Hour
Recommend Regulation Develop Career
solutions to and Life
problems Counterproductive Decisions
tendencies PPT on Self-
Regulation
Self-Help Concepts and
Habits PPT on
Counterproducti
ve Behavior in
Organizations
Total No. of Hours 3 hours
TRAINING PLAN
Course: CONTACT CENTER SERVICES NC II
Unit of CONTRIBUTE TO WORKPLACE INNOVATION
Competency:
Module Title: CONTRIBUTING TO WORKPLACE INNOVATION
Modality: FACE TO FACE LEARNING
Learning Contents Learning No of
Outcomes Resources Hours
LO 1: Introductory Activity & CBLM on 1 Hour
Identify Pre-Module Learners Contributing to
opportunities Reflection Workplace
to do things Innovation
Identifying Opportunities
PPT on Social
better for Improvement
Roles
Information Gathering for
Innovative Ideas
LO 2: Getting Inputs to Sharpen CBLM on 1 Hour
Discuss and Innovative Ideas Contributing
Develop to Workplace
Ideas with Innovation
Using Feedback to Further PPT on 7
Others
Develop Ideas Habits of
Highly
Effective
People
LO 3: Utilizing a Critical Inquiry CBLM on 1 Hour
Integrate Method Contributing to
Ideas for Workplace
Change in Summarizing and Innovation
Reporting Ideas PPT on Basic
The
Skills in Data
Workplace Communicating Ideas for Analysis
Change
Total No. of Hours 3 hours
TRAINING PLAN
Course:
CONTACT CENTER SERVICES NC II
Unit of
PRESENT RELEVANT INFORMATION
Competency:
Module Title:
PRESENTING RELEVANT INFORMATION
Modality: FACE TO FACE LEARNING
Learning Contents Learning No. of
Outcomes Resources Hours
LO 1: Introductory Activity & CBLM on 2 Hours
Gather Pre-Module Learner’s Presenting
Data/ Reflection Relevant
Information Collecting and Evaluating Information
Evidence, Facts, and PPT on Policies
Information Procedures and
Describing Accuracy and Programs of the
Protecting Confidentiality Organization
LO 2: Assess Assessing Validity of CBLM on 3 Hours
Gathered Data/Information and Presenting
Data/ Data Analysis, Relevant
Information Techniques and Information
Procedures PPT on Data
Analysis and
Presentation
LO 3: Record Studying, Applying and CBLM on 3 Hours
And Present Recording Assessed Presenting
Information Data/Information Relevant
Presenting Information, Information
Findings, PPT on
Recommendations to Assessment and
Stakeholders Recording
Methods
Total No. of Hours 3 hours
TRAINING PLAN
Course: CONTACT CENTER SERVICES NC II
Unit of PRACTICE OCCUPATIONAL HEALTH AND SAFETY
Competency: PROCEDURES
Module Title: PRACTICING OCCUPATIONAL HEALTH AND SAFETY
PROCEDURES
Modality: FACE TO FACE LEARNING
Learning Contents Learning No. of
Outcomes Resources hours
L.O. 1: Introductory Activity & CBLM on 1 hour
Identify OSH Pre-Module Learner’s Practicing
compliance Reflection Occupational
requirements Health And
Understanding general
Safety
OSH principles Procedures
OSH requirements, Video on “OSHC
regulations, policies and Overview (Full
procedures Version
OSH preventive and Video on “Health
control requirements and Safety
Contingency
Procedure”
L.O. 2: Identifying, preparing OSH CBLM on 1 Hour
Prepare OSH work activity material, Practicing
requirements tools, and equipment Occupational
for Health And
requirements
compliance Safety
Safe handling procedures Procedures
of tools, equipment, and
materials Video on “Noise
Hazard At
Workplace, Its
Effect and
Prevention
Measures”
L.O. 3: Executing work activities CBLM on 2 Hours
Perform tasks according to OSH work Practicing
in accordance standards Occupational
with relevant Health And
OSH policies Safety
and Reporting OSH non- Procedures
procedures compliance activities Video on “Fire
Drill”
Video on “Safe
Management of
Blood and Body
Fluid Spillages”
Video on
“Chemical Spill
Response
Training”
Power point on
“First Report Of
Injury Form-
Workplace
Accident/Injury”
MacVille OH&S
incident and
hazard report
form”
Total No. of Hours 4 hours
TRAINING PLAN
Course:
CONTACT CENTER SERVICES NC II
Unit of EXERCISE EFFICIENT AND EFFECTIVE
Competency: SUSTAINABLE PRACTICES IN THE WORKPLACE
EXERCISING EFFICIENT AND EFFECTIVE
Module Title:
SUSTAINABLE PRACTICES IN THE WORKPLACE
Modality: FACE TO FACE LEARNING
Learning Contents Learning No. of
Outcomes Resources Hours
LO 1. Identify Introductory Activity and CBLM on 1 Hour
the efficiency Pre-Module Learner’s Exercise
and Reflection efficient and
effectiveness of
Sustainable Development effective
resource
utilization Resource Use in the practices in the
Home and in the workplace
Workplace PPT on Policy
Sustainability Policies Coherence on
and Practices in the Sustainable
Workplace Development
Using Data to Assess
Resource Use
LO 2. Resource Conservation CBLM on 1 Hour
Determine and Waste Reduction Exercise
causes of Techniques efficient and
inefficiency Inefficiencies in Resource effective
and/or Conservation and Waste practices in the
ineffectiveness Reduction workplace
of resource PPT on
utilization Resource
Efficiency,
Sustainable
Consumption
and Production
PowerPoint
presentation on
“Causes of
environmental
inefficiencies
and
ineffectiveness”
LO 3. Convey Compliance and CBLM on 1 Hour
inefficient and Reporting Information Exercise
ineffective Compliance to Resource efficient and
environmental Conservation in the effective
practices Workplace practices in the
workplace
Watch video on
“Examples of
Preventive
Actions and
Corrective
Actions”
Total No. of Hours 3 hours
TRAINING PLAN
Course: CONTACT CENTER SERVICES NC II
Unit of PRACTICE ENTREPRENEURIAL SKILLS IN THE
Competency: WORKPLACE
Module Title: PRACTICING ENTREPRENEURIAL SKILLS IN THE
WORKPLACE
Modality: FACE TO FACE LEARNING
Learning Contents Learning No. of
Outcomes Resources Hours
LO 1. Apply Introductory Activity & CBLM on 1 Hour
entrepreneuri Learner’s Reflection Practice
al workplace Quality Standards in the entrepreneurial
best practices Skills in the
Workplace
workplace
Cost-conscious habits in PPT on
resource utilization Entrepreneursh
ip
LO 2. Communicating Good CBLM on 1 Hour
Communicate Entrepreneurial Practice
entrepreneuri Practices entrepreneurial
al workplace Skills in the
best practices. workplace
PPT on Key
Concepts and
Best Practices
for
Entrepreneurs
LO 3. Being Efficient in the CBLM on 1 Hour
Implement Workplace Practice
cost-effective Being Careful with entrepreneurial
operations.
Resources Skills in the
Entrepreneurial workplace
Characteristics in the
PPT on
Workplace
Resource
Efficiency at
Work
Total No. of Hours 3 hours
TRAINING PLAN
Course: CONTACT CENTER SERVICES NC II
Unit of APPLY QUALITY STANDARDS
Competency:
Module Title: APPLYING QUALITY STANDARDS
Modality: FACE TO FACE LEARNING
LEARNING CONTENTS LEARNING RESOURCES No of
OUTCOMES Hours
LO1. Assess Quality CBLM CCS NC II on
quality of received Checking Applying Quality
materials Procedures Standards
PowerPoint on 2
Quality Common Workplace
workplace Procedures
procedures
Video on Workplace
Procedures
PowerPoint on
Workplace Standards
LO2. Assess own Identifying CBLM, CCS NC II on
work errors Applying Quality
Workplace Standards 2
quality Video on Evaluating
indicators your Performance
PowerPoint on
Improvement of Self
Video on Quality
Indicators
LO3. Engage in Quality CBLM CCS NC II on
quality improvement Applying Quality
improvement processes Standards 4
Customers’ PowerPoint on
satisfaction Providing solution and
Decision-making Skills
Video on Quality
Improvement
Video on Improving
Customers’ Satisfaction
TOTAL 8
TRAINING PLAN
Course CONTACT CENTER SERVICES NC II
Unit of PERFORM COMPUTER OPERATIONS
Competency
Module Title PERFORMING COMPUTER OPERATIONS
Modality
LEARNING CONTENTS LEARNING RESOURCES No of
OUTCOME Hours
SFACE TO
FACE
LEARNING
LO1. Plan Basic keyboard CBLM CCS NC II-
and prepare ergonomics Performing Computer
for tasks to Types of computers Operations
be and operating systems Video on Forearm,
undertaken Storage devices Wrist and Hand Pain from
Types of software working with computers:
Good Use Ergonomics 2
PowerPoint
Presentation on Types of
Computers and Operating
Systems
PowerPoint on Main
parts of a computer:
Video on Storage
devices
Video on Different
Types of Software
LO2. Input Input and Output CBLM, CCS NC II-
data into devices Performing Computer
computer Storage Media Operations
1
PowerPoint on Basic
Input and Output Devices
Video on Storage
Media
LO3. Access Application software CBLM CCS NC II-
information Performing Computer
using Operations
computer Navigating the desktop PowerPoint on
Keyboarding Application Software 4
PowerPoint on Parts of
the Desktop
Video on Learn the
basics of touch typing with
KeyBlaze
Task Sheet
2.3-3 on
Keyboarding
LO4. Printing and Scanning CBLM, CCS NC II-
Produce Performing Computer
output/data Operations
using File transfers Video on How to Use
computer the Printer
system Video on How to Use 1
the Scanner
Video on Transferring
Files
LO5. Use Internet Essentials CBLM CCS NC II-
basic Performing Computer
functions of Operations
a web Types of browsers Video on The Internet
browser to PowerPoint on How 1
locate does Internet Work
information Task Sheet
2.5-2 on
Internet
Scavenger
Hunt
LO6. Computer CBLM CCS NC II-
Maintain Maintenance Performing Computer
computer Operations
equipment PowerPoint
and Computer Security Presentation on How to
systems Maintain Hard Disk Drive
Video on 1
Importance of
Computer Security
TOTAL 10
TRAINING PLAN
COURSE CONTACT CENTER SERVICES NC II
Unit of Competency COMMUNICATE EFFECTIVELY IN ENGLISH
FOR CUSTOMER SERVICE
Module Title COMMUNICATING EFFECTIVELY IN
ENGLISH FOR CUSTOMER SERVICE
Modality FACE TO FACE LEARNING
LEARNING CONTENTS LEARNING RESOURCES
OUTCOMES
LO1. Demonstrate Vocabulary CBLM CCS NC II,
an ability to Communicating
express oneself in a Effectively in English for
clear and concise Customer Service
manner Grammar Task Sheet
1.1-2 on
Conjugation of 24
Pronunciation Verb Tenses
• Videos: English
Vocabulary Lessons with
JenniferESL (YouTube)
• PowerPoint Parts of
Speech
• PowerPoint: Verb Tenses
PowerPoint: Pronoun
Antecedent Agreement
Video on Stress and
Pronunciation
PowerPoint on Stress
and Intonation
Task Sheet 1.1-3a on
English Vowel Sounds
Tash Sheet 1.1-3b
on English Consonants
LO2. Demonstrate The CBLM, CCS NC II,
an ability to listen Communication Communicating
and comprehend Process Effectively in English for
effectively Customer Service
Task Sheet
1.2-1
Idiomatic Communication 8
Expressions Analysis: Barriers
to
Communication
Active Listening Task Sheet
1.2-2 Idioms
PowerPoint: Popular
Idioms used in
Communication
Video on Active
Listening
TOTAL 45
TRAINING PLAN
Course CONTACT CENTER SERVICES NC II
Unit Of Competency PERFORM CUSTOMER SERVICE
DELIVERY SERVICES
Module Title PERFORMING CUSTOMER SERVICE
DELIVERY SERVICES
Modality FACE TO FACE LEARNING
LEARNING CONTENTS LEARNING RESOURCES
OUTCOMES
LO1. Demonstrate an Call flow CBLM CCS NC II,
ability to answer or Performing Customer
make a call Delivery Processes
PowerPoint: The Call
Inbound call Flow
procedures Video on Breaking
Down the Call Flow
Video on Basic Call
Outbound call Handling Tips (with
procedures Sample Call Flow) 15
Task Sheet 2.1-
1 on Scripting
Job Sheet 2.1-2
Inbound Mock Call
Video on Mock Call
Practice
Job Sheet 2.1-3
Outbound Mock
Call
Video on Simple
Outbound Call
LO2. Types of CBLM CCS NC II,
Demonstrate an ability customers Performing Customer
to identify a customer Delivery Processes
need Customer Task Sheet 2.2-
Needs 1 on Identifying
Types of
Customers 25
Service Video on Types of
mentality Customers
PowerPoint on
Customer Needs
Video on Service
Culture Mentality
Awareness PowerPoint on US
Culture
PowerPoint on UK
Culture
PowerPoint on
Australian Culture
PowerPoint on
Canadian Culture
LO3. Demonstrate an Effective CBLM, CCS NC II,
ability to capture and Response Performing Customer
provide information Enablers Delivery Processes
and/or directions PowerPoint on
Effective Response
Enablers
Video on Effective
Giving Response
Instructions Task Sheet 2.3-
and directions 2 on Giving
Instructions and 8
Directions
Job Sheet 2.3-2
Call Simulation
PowerPoint on Hold
and Transfer Procedure
Task Sheet 2.3-
3 Hold and
Hold and Transfer Procedure
Transfer Scripting
Protocols Video on Hold
Procedure
Video on Warm and
Cold Transfer
TOTAL 45
TRAINING PLAN
Course CONTACT CENTER SERVICES NC II
Unit of Competency DEMONSTRATE ABILITY TO
EFFECTIVELY ENGAGE CUSTOMERS
Module Title DEMONSTRATING ABILITY TO
EFFECTIVELY ENGAGE CUSTOMERS
Modality FACE TO FACE LEARNING
LEARNING CONTENTS LEARNING RESOURCES
OUTCOMES
LO1. Demonstrate an Empathy vs CBLM CCS NC II-
ability to empathize to Sympathy Demonstrating an Ability
the customer to Effectively Engage 5
Customers
Video on Empathy vs
Sympathy
LO2. Demonstrate an Handling CBLM CCS NC II-
ability to manage Irate Demonstrating an Ability
difficult situations Customers to Effectively Engage
Customers
Task Sheet 3.2-1
on Handling Irate
Customers 13
Handling Job Sheet 3.2-1
Customer Simulation on
Complaints Effective
Interpersonal
Relationship with
the Customers
Video on Mock Calls-
Handling Irate Customers
Video on Handling
Customers
Task Sheet 3.2-2
on Handling
Customer
Complaints
TOTAL 18
