GRADE 12 School Sapang Bato National High School Grade Level and Section Grade 12

DAILY Contact Center Services NC

LESSON Teacher Charliemagne Z. Fiel Learning Area
II
LOG Teaching Dates and Time Week 1 (March 28 - April 1, 2022) Quarter Fourth

Session 1 Session 2 Session 3 Session 4

Objectives must be met over the week and connected to the curriculum standards. To meet the objectives, necessary procedures must be followed and if needed, additional lessons, exercises
I. OBJECTIVES and remedial activities may be done for developing content knowledge and competencies. These are assessed using Formative Assessment strategies. Valuing objectives support the learning of
content and competencies and enable children to find significance and joy in learning the lessons. Weekly objectives shall be derived from the curriculum guides.
1. The learners demonstrate an understanding of 1. The learners demonstrate an
concepts and principles in delivering quality customer understanding of concepts and
A. Content Standards
services principles in delivering quality
customer services
The learners shall be able to demonstrate appropriate The learners shall be able to
approaches in delivering quality customer services in demonstrate appropriate approaches
B. Performance accordance with call-center industry policies in delivering
Standards quality customer services in
accordance with call-center industry
policies
At the end of the session, At the end of the session, Demonstrate understanding of the Demonstrate understanding of the
learners are expected to: learners are expected to: BPO/Call Center industry BPO/Call Center industry
1. respond to questions about 1. accomplish Pre- 1.1 Describe the BPO/ Call Center Industry 1.2 Describe the basic services
C. Learning themselves and their test TLE_ICTCC9-12QSIIIa-c-1 related to customer service, sales,
Competencies/ expectations for Senior High 2. assess learner’s and technical support within BPO/ Call
Objectives (Write the School knowledge on the Center industry
LC Code) 2. sharing one’s responses to least learned TLE_ICTCC9-12QSIIIa-c-1
given questions; competencies of
CCS NC II

Content is what the lesson is all about. It pertains to the subject matter that the teacher aims to teach. In the CG, the content can be tackled in a week or two.
KAMUSTAHAN (Setting PRE-TEST Lesson 1: Lesson 1:
Learners Mood) 1. Types of industry 3. Types of products and services
II. CONTENT Psychosocial Support 2. Business Process Outsourcing 4. Call center agents performance
House Rules matrix

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 III. LEARNING List the materials to be used in different days. Varied sources of materials sustain children’s interest in the lesson and in the learning. Ensure that there is a mix of concrete and manipulative
RESOURCES materials as well as paper-based materials. Hands-on learning promotes concept development.
Contact Center Services 4th
A. References
Quarter Lesson
1. Teacher’s Guide
pages
2. Learner’s Material
pages
3. Textbook pages
4. Additional
Materials from
Learning Resource
portal
https://roicallcentersolutions.com/customerservice/
B. Other Learning https://www.nice.com/guide/wfo/
the-different-types-of-call-centers-what-call-centers-
Resources agent-performance-metrics
can-do-for-you/
Session 1 Session 2 Session 3 Session 4
These steps should be done across the week. Spread out the activities appropriately so that the students will learn well. Always be guided by demonstration of learning by the students which you
IV. PROCEDURES can infer from formative assessment activities. Sustain learning systematically by providing students with multiple ways to learn new things, practice their learning, question their learning
processes and draw conclusions about what they learned in relation to their life experiences and previous knowledge. Indicate the time allotment for each step.
(2 mins) (2 mins) (5 mins) (5 mins)
A. Reviewing previous Teacher welcomes the class Teacher welcomes the class Teacher reviews questionnaire from the Pre-Test. Teacher reviews presentations from
lesson or presenting a and introduces himself/herself and distributes Pre-Test Teacher explains that this session will be for the last session. Class discusses what
new lesson (specialization, background, Questionnaire and give out Introduction of Different types of Call Center they have learned from the
credentials). instructions presentations.
(5 mins) Facilitate Pre-Test Customers are essential for a business. Indeed, it Call Center Agent Performance
1. From the list below, could be said that without customers, there would be Metrics Measure Success
teacher chooses one to two no business. Thus, an important question for almost
questions for the class to any business is: How do you balance costs and How does the call center know that it
answer. provide a great customer experience at the same provides high-quality services? It’s
a. What object best time? tempting to believe your team is
B. Establishing a
represents you? operating at peak performance and
purpose for the lesson
b. What excites you about For many organizations, the answer is to use a call delivering exceptional service, but is
face to face classes? center. More and more companies, from small and there a way to measure it? Better still,
c. How is your life differs mid-sized businesses to large corporations like is there a way to prove the level of
before & after pandemic? Microsoft and Ford, are outsourcing their call center quality your teams deliver?
d. How excited are you when services. They will use call centers for various needs
you know that face to face
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 classes will resume? that can benefit both the business and their
d. What are two positive customers. To see if call center outsourcing could
characteristics that you have benefit your business, take a look at the types of call
develop during pandemic? centers and the services they offer.
2. Teacher asks learners to
bring out a piece of
paper and be ready with a
pen or pencil.
3. Teacher says: “Let’s get to
know a little bit
about each other today.”
Teacher provides the
sentence structure to follow
based on the chosen
question. For example, for
question a:
“Hello, my name is
___________. The object that
best represents me is a/an
________________
because
C. Presenting
______________________.”
examples/instances of
the new lesson
For questions b and c:
“Hello, my name is
_________________. I am
from_______________. I am
excited for the face to face
classes because
___________________. “
Teacher models how to
respond using the suggested
sentence structure.
D. Discussing new
concepts and
practicing new skills #1

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 E. Discussing new
concepts and
practicing new skills #2

F. Developing mastery
(Leads to Formative
Assessment)
G. Finding practical
applications of
concepts and skills in
daily living
H. Making
generalizations and
abstractions about the
lesson
.
I. Evaluating learning
J. Additional activities
for application or
remediation

V. REMARKS
Reflect on your teaching and assess yourself as a teacher. Think about your students’ progress this week. What works? What else needs to be done to help the students learn? Identify what help
VI. REFLECTION your instructional supervisors can provide for you so when you meet them, you can ask relevant questions.
A. No. of learners who earned
80% on the formative
assessment

B. No. of learners who require

additional activities for
remediation

C. Did the remedial lessons

work? No. of students who
caught up with the lesson

D. No. of learners who continue

to require remediation

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 E. Which of my teaching
strategies work well? Why did
these work?

F. What difficulties did I

encounter which my principal or
supervisor help me solve?
G. What innovation or localized
materials did I use/discover
which I wish to share with other
teachers?

Prepared by: Checked by: Noted by:

Charliemagne Z. Fiel Erika Delos Santos Abdon D. Aguilar

Teacher II Grade Level Coordinator Asst. School Principal II

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