K to 12 BASIC EDUCATION CURRICULUM

JUNIOR HIGH SCHOOL TECHNICAL LIVELIHOOD EDUCATION AND SENIOR HIGH SCHOOL - TECHNICAL-VOCATIONAL-LIVELIHOOD TRACK
INFORMATION AND COMMUNICATIONS TECHNOLOGY – CONTACT CENTER SERVICES (NC II)

These are the specializations and their pre-requisites. These lists should be used as reference for curriculum maps.

AGRI-FISHERY ARTS
Specialization Number of Hours Pre-requisite
1. Agricultural Crops Production (NC I) 320 hours
2. Agricultural Crops Production (NC II)
updated based on TESDA Training Regulations published December 28, 2013 640 hours

3. Agricultural Crops Production (NC III) 640 hours Agricultural Crops Production (NC II)
4. Animal Production (Poultry-Chicken) (NC II) or
Animal Health Care Management (NC III) 320 hours Animal Production (Ruminants) (NC II) or
Animal Production (Swine) (NC II)
5. Animal Production (Poultry-Chicken) (NC II) 320 hours
updated based on TESDA Training Regulations published December 28, 2013
6. Animal Production (Large Ruminants) (NC II) 320 hours
updated based on TESDA Training Regulations published December 28, 2013
7. Animal Production (Swine) (NC II) 320 hours
updated based on TESDA Training Regulations published December 28, 2013
8. Aquaculture (NC II) 640 hours
9. Artificial Insemination (Large Ruminants) (NC II) 160 hours Animal Production (Large Ruminants) (NC II)
10. Artificial Insemination (Swine) (NC II) 160 hours Animal Production (Swine) (NC II)
11. Fish Capture (NC II) 640 hours
12. Fishing Gear Repair and Maintenance (NC III) 320 hours
13. Fish-Products Packaging (NC II) 320 hours
14. Fish Wharf Operation (NC I) 160 hours
15. Food Processing (NC II) 640 hours
16. Horticulture (NC III) 640 hours Agricultural Crops Production (NC II)
17. Landscape Installation and Maintenance (NC II) 320 hours
18. Organic Agriculture (NC II) 320 hours
19. Pest Management (NC II) 320 hours
20. Rice Machinery Operations (NC II) 320 hours
21. Rubber Processing (NC II) 320 hours
22. Rubber Production (NC II) 320 hours
23. Slaughtering Operations (Hog/Swine/Pig) (NC II) 160 hours

K to 12 Information and Communications Technology—Contact Center Services (NC II) Curriculum Guide *LO – Learning Page 1 of 24
May 2016 Outcome
HOME ECONOMICS
Number of
Specialization Pre-requisite
Hours
1. Attractions and Theme Parks Operations with Ecotourism (NC II) 160 hours
2. Barbering (NC II) 320 hours
3. Bartending (NC II) 320 hours
4. Beauty/Nail Care (NC II) 160 hours
5. Bread and Pastry Production (NC II) 160 hours
6. Caregiving (NC II) 640 hours
7. Commercial Cooking (NC III) 320 hours Cookery (NC II)
8. Cookery (NC II) 320 hours
9. Dressmaking (NC II) 320 hours
10. Events Management Services (NC III) 320 hours
11. Fashion Design (Apparel) (NC III) 640 hours Dressmaking (NC II) or Tailoring (NC II)
12. Food and Beverage Services (NC II) 160 hours
updated based on TESDA Training Regulations published December 28, 2013
13. Front Office Services (NC II) 160 hours
14. Hairdressing (NC II) 320 hours
15. Hairdressing (NC III) 640 hours Hairdressing (NC II)
16. Handicraft (Basketry, Macrame) (Non-NC) 160 hours
17. Handicraft (Fashion Accessories, Paper Craft) (Non-NC) 160 hours
18. Handicraft (Needlecraft) (Non-NC) 160 hours
19. Handicraft (Woodcraft, Leathercraft) (Non-NC) 160 hours
20. Housekeeping (NC II) 160 hours
updated based on TESDA Training Regulations published December 28, 2013
21. Local Guiding Services (NC II) 160 hours
22. Tailoring (NC II) 320 hours
23. Tourism Promotion Services (NC II) 160 hours
24. Travel Services (NC II) 160 hours
25. Wellness Massage (NC II) 160 hours
INDUSTRIAL ARTS
Number of
Specialization Pre-requisite
Hours
1. Automotive Servicing (NC I) 640 hours
updated based on TESDA Training Regulations published December 28, 2013
2. Automotive Servicing (NC II) 640 hours Automotive Servicing (NC I)
3. Carpentry (NC II) 640 hours
4. Carpentry (NC III) 320 hours Carpentry (NC II)
5. Construction Painting (NC II) 160 hours
6. Domestic Refrigeration and Air-conditioning (DOMRAC) Servicing
640 hours
(NC II)
7. Driving (NC II) 160 hours
8. Electrical Installation and Maintenance (NC II) 640 hours
9. Electric Power Distribution Line Construction (NC II) 320 hours Electrical Installation and Maintenance (NC II)
10. Electronic Products Assembly and Servicing (NC II) 640 hours
updated based on TESDA Training Regulations published December 28, 2013
11. Furniture Making (Finishing) (NC II) 640 hours
12. Electronic Products Assembly and Servicing (EPAS) (NC
Instrumentation and Control Servicing (NC II) 320 hours
II)
13. Gas Metal Arc Welding (GMAW) (NC II) 320 hours Shielded Metal Arc Welding (SMAW) (NC II)
14. Gas Tungsten Arc Welding (GTAW) (NC II) 320 hours Shielded Metal Arc Welding (GMAW) (NC II)
15. Machining (NC I) 640 hours
16. Machining (NC II) 640 hours Machining (NC I)
17. Masonry (NC II) 320 hours
18. Electronic Products Assembly and Servicing (EPAS) (NC
Mechatronics Servicing (NC II) 320 hours
II)
19. Motorcycle/Small Engine Servicing (NC II) 320 hours
20. Plumbing (NC I) 320 hours
21. Plumbing (NC II) 320 hours Plumbing (NC I)
22. Refrigeration and Air-Conditioning (Packaged Air-Conditioning Unit
Domestic Refrigeration and Air-conditioning (DOMRAC)
[PACU]/Commercial Refrigeration Equipment [CRE]) Servicing (NC 640 hours
Servicing (NC II)
III)
23. Shielded Metal Arc Welding (NC I) 320 hours
24. Shielded Metal Arc Welding (NC II) 320 hours Shielded Metal Arc Welding (NC I)
25. Tile Setting (NC II) 320 hours
26. Transmission Line Installation and Maintenance (NC II) 640 hours Electrical Installation and Maintenance (NC II)
INFORMATION, COMMUNICATIONS AND TECHNOLOGY (ICT)

Number of
Specialization Pre-requisite
Hours
1. Animation (NC II) 320 hours
2. Broadband Installation (Fixed Wireless Systems) (NC II) 160 hours Computer Systems Servicing (NC II)
3. Computer Programming (.Net Technology) (NC III) 320 hours
updated based on TESDA Training Regulations published December 28, 2013
4. Computer Programming (Java) (NC III) 320 hours
updated based on TESDA Training Regulations published December 28, 2013
5. Computer Programming (Oracle Database) (NC III) 320 hours
updated based on TESDA Training Regulations published December 28, 2013
6. Computer Systems Servicing (NC II) 640 hours
updated based on TESDA Training Regulations published December 28, 2007
7. Contact Center Services (NC II) 320 hours
8. Illustration (NC II) 320 hours
9. Medical Transcription (NC II) 320 hours
10. Technical Drafting (NC II) 320 hours
11. Telecom OSP and Subscriber Line Installation
320 hours Computer Systems Servicing (NC II)
(Copper Cable/POTS and DSL) (NC II)
12. Telecom OSP Installation (Fiber Optic Cable) (NC II) 160 hours Computer Systems Servicing (NC II)
Grade 7/8 (Exploratory)

Course Description:
This is an exploratory and introductory course that leads to a Contact Center Services, National Certificate (NC II). It covers five (5) common competencies that a
Grade7/8 Technology and Livelihood Education (TLE) student ought to possess, namely: 1) use of equipment, 2) performing computer operation, 3) applying quality
standards, 4) interpreting technical drawing and plans, and 5) practicing Occupational Health and Safety (OHS) procedures.

The preliminaries of this exploratory course include the following: 1) discussion of the relevance of the course, 2) explanation of key concepts relative to the course, and
3) exploration of career opportunities.

CONTENT CONTENT STANDARD PERFORMANCE STANDARD LEARNING COMPETENCIES CODE

Introduction

1. Relevance of the course The learners demonstrate an The learners shall be able to The learners…
2. Basic concepts in understanding of
independently demonstrate
Contact Center Services basic concepts and 1. Discuss the relevance of
3. Career opportunities underlying theories in common competencies in
the course
Contact Center Services Contact Center Services as
2. Explain basic concepts
prescribed by the TESDA in Contact Center
Training Regulation Services
3. Explore on opportunities for
Contact Center Services as
a career
LESSON 1: PERSONAL ENTREPRENEURIAL COMPETENCIES (PECS)
TLE_PECS8/7-00-1
1. Assessment of Personal The learners demonstrate an The learners shall be able to LO 1. Recognize PECs needed
Entrepreneurial Competencies understanding of recognize his/her PECs and in Contact Center Services
and Skills (PECs) vis-à-vis a one’s PECs prepares an activity plan that 1.1 Assess one’s PECs:
practicing aligns with that of a characteristics,
entrepreneur/employee practitioner/entrepreneur in attributes, lifestyle, skills,
1.1 Characteristics Contact Center Services traits
1.2 Attributes 1.2 Assess practitioner’s:
1.3 Lifestyle characteristics,
1.4 Skills attributes, lifestyle, skills,
1.5 Traits traits
2. Analysis of PECs in relation to 1.3 Compare one’s PECS with
a practitioner that of a practitioner
/entrepreneur
1.4 Align one’s PECS with that of
a practitioner/entrepreneur
CONTENT CONTENT STANDARD PERFORMANCE STANDARD LEARNING COMPETENCIES CODE
LESSON 2: ENVIRONMENT AND MARKET (EM)
1. Key concepts of The learners demonstrate The learners shall be able to LO 1. Generate a business TLE_EM7/8-00-1
Environment and Market an understanding of independently generate a idea that relates with a
2. Products and services environment and market business idea based on the career choice in Contact
available in the market relating to a career choice analysis of environment and Center
3. Differentiation of products in Contact Center Services market in Contact Center 1.1 Conduct SWOT analysis
and services Services 1.2 Identify the different
4. Customers and their products/services
buying habits available in the market
5. Competition in the market 1.3 Compare different
6. SWOT Analysis products/services in Contact
Center business
1.4 Determine the
profile potential
customers
1.5 Determine the
profile potential
competitors
1.6 Generate potential business
idea based on the SWOT
analysis
LESSON 3: USE OF TOOLS AND EQUIPMENT (UT)
1. Equipment in Contact Center The learners demonstrate an The learners shall be able to LO 1. Prepare equipment TLE_ICTCC7/8UT-0a-
Services understanding of independently use equipment 1.1 List equipment based on 1
equipment used in Contact in Contact Center Services job requirement
Center Services 1.2 Identify appropriate
equipment
1.3 Classify equipment according
to function and task
requirement
2. Procedure in LO 2. Inspect equipment TLE_ICTCC7/8UT-0b-
accomplishing forms: received 2
2.1 Job order slips 2.1 Check the list of equipment
2.2 Borrower’s slip to be requested per job
3. Requisition procedures requirement
2.2 Inspect the requested
equipment
2.3 Assess the condition of all
equipment for proper
operation and safety
CONTENT CONTENT STANDARD PERFORMANCE STANDARD LEARNING COMPETENCIES CODE
LESSON 4: MAINTAIN COMPUTER EQUIPMENT AND SYSTEMS (MT)

1. Computer workstation The learners demonstrate an The learners shall be able to LO1. Maintain computer TLE_ICTCC7/8MT-0c-
and network understanding of independently maintains equipment and systems 1
2. Computer peripherals concepts and principles in computer equipment and 1.1 Ensure the security of data,
3. Telephone, dialer etc. maintaining computer systems as prescribed by the including regular back-ups
4. Security measures equipment and systems TESDA Training Regulations and virus checks in
5. Antivirus software/programs accordance with standard
6. File Management operating procedures
1.2 Perform basic file
maintenance procedure in
line with the SOP

LESSON 5: PERFORM MENSURATION AND CALCULATION (MC)

1. Geographical variables The learners demonstrate an The learners shall be able to LO 1. Perform basic TLE_ICTCC7/8MC-0d-
Distance understanding of independently perform mensuration 1
measurement and concepts and principles in mensuration and calculation as 1.1 Identify geographical
conversion performing mensuration and prescribed by the TESDA variables to be
1.1 Time zones calculation Training Regulations measured
1.2 Temperature 1.2 Use basic mathematical
1.3 Weather and climate processes for routine
2. Currency conversion calculations
3. Storage media capacity 1.3 Employ different techniques
in checking accuracy of the
computation
LESSON 6: PREPARE AND INTERPRET TECHINICAL DRAWING (TD)

1. Basic symbols The learners demonstrate an The learners shall be able to LO 1. Identify different kinds TLE_ICTCS7/8ID-0e-1
2. Basic Elements understanding of independently prepare and of technical drawings
2.1 Schematic diagram concepts and principles in interpret technical drawings 1. 1 Identify basic symbols used
2.2 Charts preparing and interpreting and work plans accurately in technical drawing
2.3 Block diagrams technical drawings and work 1.2 Select technical drawing in
2.4 Layout plans plans in Contact Center accordance with the job
2.5 Loop diagram Services requirement
CONTENT CONTENT STANDARD PERFORMANCE STANDARD LEARNING COMPETENCIES CODE

3. Flowchart interpretation LO 2. Interpret technical TLE_ICTCS7/8ID-0f-2

3.1 Types of flowchart drawing
2.1 Identify the basic symbols
used in flow charting
2.2 Interpret the symbols used
in flow charting
2.3 Create a flow chart that
depicts a simple
scenario
LESSON 7: PRACTICE OCCUPATIONAL HEALTH AND SAFETY PROCEDURE (OS)

1. Hazards and risks control The learners demonstrate an The learners shall be able to LO 1. Identify hazards and TLE_ICTCS7/8OS-0g-
1.1 safety regulations understanding of consistently observe and risks 1
1.2 indicators of hazard and concepts and principles of practice OHS procedures in the 1.1 Explain hazards and risks in
risks Occupational Health and workplace the workplace
1.3 contingency measures Safety (OHS) Procedures in 1.2 Identify hazards and risks
relation to hazards and risks indicators in the
in the workplace workplace
1.3 Apply contingency measures
in accordance with the OHS
Procedures

2.Evaluation of hazards and LO 2. Evaluate hazards and

risks risks TLE_ICTCS7/8OS-0h-
2.1 Effects of hazards and 2.1 Determine the effects 2
risks in the work place of hazards and risks
2.2 Classify the types of hazards
and risks in the workplace

3. Hazards and risks control LO 3. Control hazards and

3.1 Safety regulation risks TLE_ICTCS7/8OS-0i-3
3.1 Follow OHS Procedures for
controlling hazards and
risks
3.2 Use personal protective
equipment (PPE)
3.3 Follow and observe
organizational protocol when
CONTENT CONTENT STANDARD PERFORMANCE STANDARD LEARNING COMPETENCIES CODE
providing emergency
assistance

4. Maintenance of OHS LO 4. Maintain occupational

Procedures health and safety regulations TLE_ICTCS7/8OS-0j-4
awareness 4.1 Participate in related drills
4.1 Operational health and and training
safety procedures, 4.2 Prepare OHS personal
practices and records in accordance with
regulations workplace requirements
(160 hours)

Course Description:
This is a specialization course that leads to a Contact Center Services National Certificate Level II (NC II). It covers two (2) core competencies that a high school
student ought to possess, namely: 1) performing basic computer operations and Internet navigation, and 2) demonstrating an understanding of local and international
geography and cultures.

The preliminaries of this specialization course include the following: 1) discussion of the relevance of the course, 2) expla nation of key concepts relative to the course,
and 3) exploration of career opportunities.

CONTENT CONTENT STANDARD PERFORMANCE STANDARD LEARNING COMPETENCIES CODE

Introduction The learners demonstrate an The learners shall be able to The learners…
understanding of concepts, demonstrate competencies in 1. Discuss the relevance of
1. Relevance of the course underlying theories, and core Contact Center Services as the course
2. Concepts and core competencies in Contact prescribed by the TESDA 2. Explain concepts, theories,
competencies in Contact Center Center Services Training Regulation and core competencies in
Services Contact Center Services
3. Career opportunities 3. Explore on opportunities for
Contact Center Services as a
career
LESSON 1: PERSONAL ENTREPRENEURIAL COMPETENCIES (PECS)
1. Assessment of Personal The learners The learners shall be able to LO 1. Recognize PECs needed TLE_PECS9-12-I0-
Competencies and Skills (PECs) demonstrate an recognize his/her PECs and in Contact Center Services 1
vis-à-vis a practicing understanding of prepare an activity plan that 1.1 Assess one’s PECs:
entrepreneur/ employee in one’s PECs in Contact aligns with that of a characteristics,
locality/town. Center Services practitioner/entrepreneur in attributes, lifestyle, skills,
1.1Characteristics Contact Center Services traits
1.2 Attributes 1.2 Assess practitioner’s:
1.3 Lifestyle characteristics,
1.4 Skills attributes, lifestyle, skills,
1.5 Traits traits
2. Analysis of PECs in relation 1.3 Compare one’s PECs with
to a practitioner those of a practitioner
3. Align, strengthen, and /entrepreneur
develop ones PECs based on 1.4 Align one’s PECs with those
the results of a practitioner/entrepreneur
CONTENT CONTENT STANDARD PERFORMANCE STANDARD LEARNING COMPETENCIES CODE
LESSON 2: ENVIRONMENT AND MARKET (EM)
1. Market (Town) The learners demonstrate an The learners shall be able to LO 1. Recognize and TLE_EM9-12-I0-1
2. Key concepts of Market understanding of environment create a business vicinity map understand the market in
3. Players in the and market in Contact Center reflective of a potential market Contact Center Services
market Services in one’s locality/town. in Contact Center Services a 1.1 Identify the players/
(Competitors) locality/town competitors within the town
4. Products and services 1.2 Identify the different
available in the market products/services available
in the market

5. Market (Customer) LO 2. Recognize the potential TLE_EM9-12-I0-2

6. Key concepts of customer/market in Contact
identifying and Center Services
understanding the 2.1 Identify the profile of
consumer potential customers
7. Consumer Analysis through: 2.2 Identify the customer’s needs
7.1 Observation and wants through consumer
7.2 Interviews analysis
7.3 FGD 2.3 Conduct consumer/market
7.4 Survey analysis
LESSON 3: PERFORM BASIC COMPUTER OPERATIONS AND INTERNET NAVIGATION (CO)
1. Safety measures The learners demonstrate an The learners shall be able to LO 1. Apply computer basic TLE_ICTCC9-
2. Basic computer parts understanding of concepts and demonstrate skills in basic operation procedures 12CO-Ia-j-1
3. Connection of PC hardware principles of basic computer computer operations and 1.1 Observe OHS policies and
and peripheral devices operations and internet internet navigation procedures in computer
4. Keyboard layout and functions navigation operation and internet
5. Basic PC hardware and navigation in accordance
software operation with requirements
and 1.2 Check basic peripheral
devices based on
function proper connection
6. Computer start-up procedures 1.3 Start computer according
7. Operating system features to logon procedures
8. Online help functions 1.4 Access operating system
features and functions
1.5 Use available online help
functions
CONTENT CONTENT STANDARD PERFORMANCE STANDARD LEARNING COMPETENCIES CODE

9-12. Application programs LO 2. Install, configure, and TLE_ICTCC9-

installation procedure work with application program 12CO-IIa-j-2
10. Installed programs configuration 2.1 Configure software settings
11. Searched features of a program according to the given task
12. Online help of a program 2.2 Manipulate features
of application programs
2.3 Select appropriate software in
accordance with the given
task
2.4 Open destination of file
directory
2.5 Search files and documents
using the online help of a
program

13. Hard drive and file concepts LO 3. Organize and manipulate TLE_ICTCC9-
14. File saving and retrieving files 12CO-IIIa-b-3
15. Finding relevant information 3.1 Identify files in a
16. Software features/utilities directory/folder according to
types and usage
3.2 Save documents with
file names according to
the requirement
3.3 Manipulate files according to
the set procedures
3.4 Restore deleted files using
the standard utility
3.5 Locate files/information using
the standard features/utility

17. Internet application program LO 4. Work with Internet TLE_ICTCC9-

installation 4.1 Identify Installed Internet 12CO-IIIc-g-4
18. Internet software application programs and state
19-12. Terms and definitions according to their purposes
20. Search Engine
21. E-mail Sending and retrieving
CONTENT CONTENT STANDARD PERFORMANCE STANDARD LEARNING COMPETENCIES CODE
22. Internet connection 4.2 Demonstrate Internet
23. Internet protocols and data software on how it can be
types use offline
24. Privacy and security measures 4.3 Define relevant terms and
related to online tasks use correctly
4.4 Identify potential security risks
4.5 Search files and documents
in related links using search
engines
4.6 Follow procedures in
configuring privacy and
security measures to
online task
4.7 Manipulate e-mail messages
based on requirements
4.8 Retrieve files attached to
incoming e-mails

25. Safety measures LO 5. Log off from a computer TLE_ICTCC9-

26. Preventive measures 5.1 Observe OHS policies and 12CO-IIIh-5
for computer viruses procedures in turning off the
27. Closing the files and programs computer in accordance with
28. Procedure in closing the the SOP
computer 5.2 Update installed firewall
protection and antivirus
software
5.3 Scan removable storage
devices using antivirus
software before opening any
files/applications
5.4 Save file based on proper
procedures
5.5 Close all application
programs
5.6 Shut down the computer
based on proper
procedures
5.7 Shut down computer and
peripheral devices
CONTENT CONTENT STANDARD PERFORMANCE STANDARD LEARNING COMPETENCIES CODE
LESSON 4: UNDERSTANDING OF LOCAL AND INTERNATIONAL GEOGRAPHY AND CULTURES (GC)
1. Introduction to local and The learners demonstrate an The learners shall be able to LO 1. Apply knowledge of TLE_ICTCC9-
international cultures understanding of concepts and demonstrate skills in and apply common cultural variables 12GC-IVa-c-1
2. Cultural variables principles of local and an understanding of local and 1.1 Identify cultural variables and
2.1 Time zones international geography and international geography and values of target customers
2.2 Holidays cultures cultures 1.2 Identify cultural similarities
2.3 Cities, etc. and differences that affect
3. Cultural similarities customer and business
and Differences transactions
4. Local and international TLE_ICTCC9-
language/accent 12GC-IVd-j-2
LO 2. Apply knowledge of local
5. Accent improvement and international geography
6. Geographic variables 2.1 Familiarize with the different
6.1 Regions accents and regional style
6.2 States and Capitals 2.2 Identify geographic variables
6.3 Time Zones and Daylight- that affect customer and
Saving Time (DST) business transactions
7. Basic geography 2.3 Apply knowledge of local and
7.1 Recognize place names international geography in
and common person day- to-day business
names transactions
7.2 Correct pronunciation of
names
7.3 Map reading
7.4 State abbreviations
(160 hours)

Course Description:
This is a specialization course that leads to a Contact Center Services National Certificate Level II (NC II). It covers two (2) core competencies that a Grade high
school student ought to possess, namely: 1) communicating effectively using the English language and 2) delivering quality customer service.

The preliminaries of this specialization course include the following: 1) discussion of the relevance of the course, 2) explanation of key concepts relative to the course,
and 3) exploration of career opportunities.

CONTENT CONTENT STANDARD PERFORMANCE LEARNING COMPETENCIES CODE

STANDARD
Introduction
The learners…
1. Relevance of the course The learners The learners shall be able to 1. Discuss the relevance of
2. Basic concepts and core demonstrate an independently provide quality the course
competencies in Contact understanding of basic and marketable service in 2. Explain basic concepts,
Center Services concepts, theories, and theories, and core
Contact Center Services as
3. Career opportunities core competencies in competencies in
prescribed by the TESDA
Contact Center Services Contact Center
Training Regulations Services
3. Explore opportunities for
a career in Contact Center
Service
LESSON 1: PERSONAL ENTREPRENEURIAL COMPETENCIES - PECs (PC)
1. Assessment of Personal The learners demonstrate The learners shall be able to LO 1. Develop and TLE_PECS10-I0-1
Competencies and Skills (PECs) an understanding of create a plan of action that strengthen PECs needed in
vis-à-vis a practicing one’s PECs in Contact strengthens/ further develops Contact Center Services
entrepreneur/employee in a Center Services one’s PECs in Contact Center 1.1 Identify areas for
province Services improvement,
1.1 Characteristics development, and growth
1.2 Attributes 1.2 Align one’s PECs according
1.3 Lifestyle to his/her business/career
1.4 Skills choice
1.5 Traits 1.3 Create a plan of action that
2. Analysis of PECs in relation to a ensures success of his/her
practitioner business/career choice
3. Application of PECs to the
chosen business/career
CONTENT CONTENT STANDARD PERFORMANCE LEARNING COMPETENCIES CODE
STANDARD
LESSON 2: ENVIRONMENT AND MARKET (EM)

1. Product Development The learners demonstrate The learners shall be able to LO 1. Develop a TLE_EM10-I0-1
2. Key concepts of developing a an understanding of create a business vicinity product/ service in
product the environment and map reflective of potential Contact Center Services
3. Finding Value market of Contact Center market in Contact Center 1.1 Identify what is of “Value”
4. Innovation Services in one’s Services in a to the customer
4.1 Unique Selling town/municipality town/municipality 1.2 Identify the customer to sell
Proposition to
(USP) 1.3 Explain what makes
a product unique and
competitive
1.4 Apply creativity and
Innovative techniques to
develop marketable product
1.5 Employ a Unique Selling
Proposition (USP) to
the product/service

5. Selecting Business Idea LO 2. Select a business idea TLE_EM10-I0-2

6. Key concepts of based on the criteria and
Selecting a Business Idea techniques set
6.1 Criteria
2.1 Enumerate various
6.2 Techniques
criteria and steps in
selecting a business idea
2.2 Apply the criteria/steps in
selecting a viable
business idea
2.3 Determine a business idea
based on the
criteria/techniques set
7. Branding LO 3. Develop a brand for the TLE_EM10-I0-3
product
3.1 Identify the benefits of
having a good brand
3.2 Enumerate recognizable
brands in the town/province
CONTENT CONTENT STANDARD PERFORMANCE LEARNING COMPETENCIES CODE
STANDARD
3.3 Enumerate the criteria
for developing a brand
3.4 Generate a clear and
appealing product
brand
LESSON 3: COMMUNICATING EFFECTIVELY IN ENGLISH (CE)
1. Communication pathways The learners demonstrate The learners shall be able to LO 1. Analyze communication TLE_ICTCC10CE-Ia-c-
1.1 verbal an understanding of demonstrate the proper skills process 1
1.2 written concepts and principles in of communicating effectively 1.1 Identify communication
1.3 email and other electronic communicating effectively pathway available in
in the English language in
methods in English accordance with the
1.4 supervisors, peers accordance with company contact center SOP
and subordinates policies 1.2 Identify elements of
1.5 agent to customer communication in each
2. Elements of communication pathway
2.1 message 1.3 Take appropriate action
2.2 sender according to
2.3 transmission medium established practices
2.4 recipient 1.4 Identify barriers to
2.5 noise communication in a
2.6 context customer contact
3. Barriers center
3.1 noise 1.5 Take action in
3.2 time accordance with
3.3 message quality company policies
3.4 ethnocentrism
3.5 conflict of ideas
3.6 prejudgment
4. Oral skills LO 2. Communicate and TLE_ICTCC10CE-Id-j-2
4.1 phonemes listen effectively
4.2 sentence construction 2.1 Identify the difference
5. Grammar between verbal
5.1 subject-verb agreement communication and other
5.2 tense and aspect communication types as per
5.3 preposition company and customer
5.4 modifiers requirements
5.5 conditionals
6. Listening skills
CONTENT CONTENT STANDARD PERFORMANCE LEARNING COMPETENCIES CODE
STANDARD
7. Writing skills 2.2 Use English language
7.1 spelling deploying oral, written,
7.2 organization listening, and grammar
7.3 paragraphing skills
7.4 punctuation 2.3 Use active listening
7.5 transition markers techniques to enhance the
7.6 sentence construction transmission of messages
7.7 jargons toward developing
message reception
2.4 Translate verbal
communication into
written/electronic
communication according to
written standards
8. Voice LO 3. Use paralanguage TLE_ICTCC9-12CE-
8.1 rate communication cues IIa-j-3
8.2 volume 3.1 Identify the importance of
8.3 pitch voice and accent in the
8.4 tone contact center industry
9. Accent 3.2 Use correct vocal
9.1 stress techniques to enhance
9.2 intonation message reception
9.3 blending 3.3 Rephrase messages to suit
9.4 phrasing conversational cues to
10. Conversational Cues convey ideas
3.4 Use paralinguistic cues
appropriate to customers
and workplace situations
in
accordance with the
established procedures
LESSON 4: DELIVERING QUALITY CUSTOMER SERVICES (QS)
1. Types of industry The learners demonstrate The learners shall be able to LO 1. Demonstrate TLE_ICTCC9-12QS-
2. Business Process Outsourcing an understanding of demonstrate appropriate understanding of the IIIa-c-1
3. Types of products concepts and principles in approaches in delivering BPO/Call Center industry
and services delivering quality customer 1.1 Describe the BPO/
quality customer services in
4. Call center agents services Call Center Industry
performance 1.2 Describe the basic services
matrix related to customer service,
CONTENT CONTENT STANDARD PERFORMANCE LEARNING COMPETENCIES CODE
STANDARD
accordance with call-center sales, and technical support
industry policies within BPO/ Call Center
Industry
1.3 Explain the basic
performance matrix of a call
center agent

5. Clients/customers’ needs LO 2. Transmit/receive calls TLE_ICTCC9-12QS-

5.1 counseling to or from customers IIId-j-2
5.2 directory 2.1 Identify types of calls in
5.3 booking accordance with the
5.4 technical support client/customer’s needs
5.5 academic instruction 2.2 Use interactive
5.6 travel advisories communication in
5.7 sales accordance with
5.8 data gathering customer- management
6. Products and services relationship standards
6.1 financial services 2.3 Address customers’
6.2 technical support inquiries/concerns
6.2 sales support 2.4 Provide courtesy to the
6.3 client-specific products customer in accordance
7. Interactive communication with customer relationship
7.1 Gathering information management
in a courteous, professional 2.5 Establish rapport in
manner accordance with
7.2 Active listening customer/client
7.3 Probing skills relationship
7.3.1 paraphrasing 2.6 Identify inquiries/concerns
7.3.2 summarizing required for transfer/hold in
7.3.3 clarifying accordance with the
7.4 Ensuring consistent enterprise policy
quality service for all 2.7 Summarize the
types of customers information and confirm
7.5 Avoiding sensitive topics that the objectives are
(e.g. politics, religion) met when ending calls
8. Hold process 2.8 Observe proper
8.1 why hold is necessary telephone etiquette in
closing the conversation
CONTENT CONTENT STANDARD PERFORMANCE LEARNING COMPETENCIES CODE
STANDARD
8.2 permission before placing 2.9 Protect customer information
customers on hold
8.3 hold time estimates
8.3 returning to the call if
hold is longer than
estimated time
8.4 acknowledging the
customer for holding upon
returning to the call
9. Phone etiquette
9.1 Creating a good first
impression
9.2 Following the
standard hold
procedure
9.3 Transferring a call
9.4 Taking notes during
the call
9.5 Making a last impression
LO 3. Handle customers’ TLE_ICTCC9-12QS-
10. Protocols for handling
complaints IVa-f-3
difficult or irate customers
3.1 Respond to complaints
11. Process of handling customer
promptly with empathy
inquiries
3.2 Address customers’
12. Empathy
complaints with clear,
12.1 Acknowledging peoples’
direct, accurate, and timely
feelings
response
12.2 Understanding
3.3 Establish details of
the
complaints and use basic
customer/clients’
remedies in accordance
situation
with enterprise policy
12.3 Acknowledging the
3.4 Implement appropriate
situation and
referral or hands-off
providing appropriate
procedures as required
response
3.5 Refer complicated concerns
13. Language for dealing with
to higher authority
customer complaints
14. Process of handing off
customers to
supervisors
CONTENT CONTENT STANDARD PERFORMANCE LEARNING COMPETENCIES CODE
STANDARD
15. Problem solving skills LO 4. Provide after-sales TLE_ICTCC9-12QS-
16. Active listening or questioning support and document IVg-j-4
skills events
17. Instruction techniques 4.1 Ensure customer satisfaction
18. Documentation procedures by making a return call
19. Influencing/ Persuasion 4.2 Discuss action/s
techniques necessary to resolve
complaint/s and confirm
with the customer
4.3 Record agreements reached
with the customer and
implement within agreed
time frame
4.4 Initiate follow-up action/s to
ensure that agreements
with customers are
implemented
4.5 Document actions and
resolutions agreed upon with
the customer in
accordance with company
procedures
Code Book Legend Sample: TLE_ICTCC9-12QS-IVg-j-4

LEGEND SAMPLE DOMAIN/ COMPONENT CODE

Technology and Personal Entrepreneurial Competencies PECS

Livelihood Education_
Learning Area and TLE_ Environment and Market EM
Information and
Strand/ Subject or ICT
Communications Use of Hand Tools and Equipment UT
First Entry Specialization
Technology CC
Contact Center Services 9-12 Maintain Computer Equipment and Systems MT
Grade Level Grade 9/10/11/12
Perform Mensuration and Calculation MC
Domain/Content/ Delivering Quality
Uppercase Letter/s QS
Component/ Topic Customer Services ID
Prepare and Interpret Technical Drawing
-
OS
Roman Numeral Practice Occupational Health and Safety Procedures
*Zero if no specific quarter
Quarter Fourth Quarter IV
Perform Basic Computer Operations and Internet CO
Lowercase Letter/s
Navigation
*Put a hyphen (-) in
between letters to indicate
Week Week Seven to Ten g-j
Understanding of Local and International Geography GC
more than a specific week
and Cultures
-
CE
Provide after-sales Communicating Effectively in English
Arabic Number Competency support and 4 QS
document events Delivering Quality Costumer Services

Technology-Livelihood Education and Technical-Vocational Track specializations may be taken between Grades 9 to 12.

Schools may offer specializations from the four strands as long as the minimum number of hours for each specialization is

met.

Please refer to the sample Curriculum Map on the next page for the number of semesters per ICT specialization and those that have pre-requisites. Curriculum Maps may be
modified according to specializations offered by a school.
SAMPLE ICT CURRICULUM MAP** (as of May 2016)
Grade 7/8 (EXPLORATORY) GRADES 9-12

Computer Systems Servicing (NC II)+

updated based on TESDA Training Regulations released December 28, 2007
8 sems

*Telecom OSP and Subscriber Line Installation

(Copper Cable/POTS and DSL) (NC II)
4 sems

*Telecom OSP Installation *Broadband Installation

(Fiber Optic Cable) (Fixed Wireless
(NC II) Systems)
(NC II)

EXPLORATORY 2 sems 2 sems

Illustration (NC II) Technical Drafting (NC

4 sems II) 4 sems

Computer Programming (.Net Technology) (NC III) + Contact Center Services (NC II)
updated based on TESDA Training Regulations released December 28, 2013

4 sems 4 sems

Computer Programming (Java) (NC III)+ Animation (NC II)

updated based on TESDA Training Regulations released December 28, 2013
4 sems 4 sems

Computer Programming (Oracle Database)

Medical Transcription (NC II)
(NC III)+
4 sems updated based on TESDA Training Regulations released December 28, 2013
4 sems 4 sems
* Please note that these subjects have pre-requisites mentioned in the CG.
+ CG updated based on new Training Regulations of TESDA. **This is just a sample. Schools make their own curriculum maps
Pre-requisites of the subjects to the right should be taken up during these semesters.
considering the specializations to be offered. Subjects may be taken
up at any point during Grades 9-12.
Reference:

Technical Education and Skills Development Authority-Qualification Standards Office. Training Regulations for Contact Center Services NC II. Taguig City, Philippines:
TESDA, 2013.