SECTION 2. COMPETENCY STANDARDS This section gives the details of the contents of the basic, common and core units of competency required in CONTACT CENTER SERVICES NC II. BASIC COMPETENCIES UNIT OF COMPETENCY: PARTICIPATE IN WORKPLACE COMMUNICATION UNIT CODE : 500311105 UNIT DESCRIPTOR : This unit covers the knowledge, skills and attitudes required to gather, interpret and convey information in response to workplace requirements. ELEMENT PERFORMANCE CRITERIA Italicized terms are elaborated in the Range of Variables REQUIRED KNOWLEDGE REQUIRED SKILLS 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 non- verbal 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 is carried out clearly and concisely Effective communication Different modes of communication Written communication Organizational policies Sources of information of question Medium of communication Flow of communication Storage system Telephone courtesy Follow simple spoken language Performing routine workplace duties following simple written notices Ability to relate to people of social range in the workplace Gather and provide information in response to workplace requirements Listening skills Questioning skills Workplace language skills
Conveyed information effectively adopting the formal or informal communication Resource Implications The following resources should be provided: Fax machine Telephone Writing materials Internet Methods of Assessment Competency in this unit may be assessed through: Direct Observation Oral interview and written test Context for Assessment Competency may be assessed individually in the actual workplace or through accredited institution
UNIT OF COMPETENCY: WORK IN TEAM ENVIRONMENT UNIT CODE : 500311106 UNIT DESCRIPTOR : This unit covers the skills, knowledge and attitudes to identify role and responsibility as a member of a team. ELEMENT PERFORMANCE CRITERIA Italicized terms are elaborated in the Range of Variables REQUIRED KNOWLEDGE REQUIRED SKILLS Describe team role and scope The role and objective of the team is identified from available sources of information Team parameters, reporting relationships and responsibilities are identified from team discussions and appropriate external sources Team Definition of Team Difference between team and group Different sources of information Objectives and goals of team Describing the team role and Identify own role and responsibility within team 2.1 Individual role and responsibilities within the team environment are identified 2.2 and responsibility of other team members are identified and recognized 2.3 Reporting relationships within team and external to team are identified Team structure Roles and responsibility of team members Teams in work environment Fundamental rights at work including gender sensitivity Communicating appropriately, consistent with the culture of the workplace Identifying individual role and responsibility 2.3 Identifying external relationship ELEMENT PERFORMANCE CRITERIA Italicized terms are elaborated in the Range of Variables REQUIRED KNOWLEDGE REQUIRED SKILLS
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 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 of the members Communication process Group planning and decision making Team goals and objectives Understanding individual competencies relative to teamwork Types of individuals Role of leaders Interacting effectively with others Setting team goals and expectations
UNIT OF COMPETENCY: PRACTICE CAREER PROFESSIONALISM UNIT CODE : 500311107 UNIT DESCRIPTOR : This unit covers the knowledge, skills and attitudes in promoting career growth and advancement. ELEMENT PERFORMANCE CRITERIA Italicized terms are elaborated in the Range of Variables REQUIRED KNOWLEDGE REQUIRED SKILLS Integrate personal objectives with organizational goals Personal growth and work plans are pursued towards improving the qualifications set for the profession Intra- and interpersonal relationships are maintained in the course of managing oneself based on performance evaluation Commitment to the organization and it’s goal is demonstrated in the performance of duties Work values and ethics (Code of Conduct, Code of Ethics, etc.) Understanding personal objectives Understanding organizational goals Difference between intra and interpersonal relationship Performance evaluation Demonstrate Intra and Interpersonal skills at work Demonstrate personal commitment in work Set and meet work priorities Competing demands are prioritized to achieve personal, team and organizational goals and objectives. Resources are utilized efficiently and effectively to manage work priorities and commitments Practices along economic use and maintenance of equipment and facilities are followed as per established procedures 2.1 Company policies 2.2 Company operations, procedures and standards 2.3 Time management 2.4 Basic strategic planning concepts 2.5 Resource utilization and management 2.1 Managing goals and time 2.2 Practice economic use of resources and facilities 2.3 Setting work priorities 2.4 Practice time management
ELEMENT PERFORMANCE CRITERIA Italicized terms are elaborated in the Range of Variables REQUIRED KNOWLEDGE REQUIRED SKILLS 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 3.1 Career development opportunities 3.2 Company recognition and incentives 3.3 Information on relevant licenses and or certifications 3.1 Determining personal career development needs 3.2 Identifying career opportunities
established organization protocol Maintain OHS awareness Emergency-related drills and trainings are participated in as per established organization guidelines and procedures OHS personal records are completed and updated in accordance with workplace requirements 4.1 Workplace OHS personal records 4.2 Information on drills 4.1 Practice drill skills in the workplace related
RANGE OF VARIABLES VARIABLES RANGE Safety regulations May include but are not limited to: Clean Air Act Building code National Electrical and Fire Safety Codes Waste management statutes and rules Philippine Occupational Safety and Health Standards DOLE regulations on safety legal requirements ECC regulations Hazards/Risks May include but are not limited to: 2.1 Physical hazards – impact, illumination, pressure, noise, vibration, temperature, radiation 2.2 Biological hazards- bacteria, viruses, plants, parasites, molds, fungi, insects 2.3 Chemical hazards – fibers, mists, fumes, smoke, gasses, vapors 2.4 Ergonomics Psychological factors – over exertion/ excessive force, awkward/static positions, fatigue, direct pressure, varying metabolic cycles Physiological factors – monotony, personal relationship, work out cycle Contingency measures May include but are not limited to: Evacuation Isolation Decontamination (Calling designed) emergency personnel Emergency-related drills and training 4.1 Fire drill 4.2 Earthquake 4.3 life support/CPR 4.4 First aid 4.5 Spillage control 4.6 Decontamination of chemical and 4.7 Disaster preparedness/management OHS personal records Medical/Health records Incident reports Accident reports OHS-related training completed EVIDENCE GUIDE
COMMON COMPETENCIES UNIT TITLE : APPLY QUALITY STANDARDS UNIT CODE : 506315202 UNIT DESCRIPTOR : This unit covers the knowledge, skills, attitudes and values needed to quality standards in the workplace. The unit also includes the application of relevant safety procedures and regulations, organization procedures and customer requirements. ELEMENT PERFORMANCE CRITERIA Italicized terms are elaborated in the Range of Variables REQUIRED KNOWLEDGE REQUIRED SKILLS Assess quality of received materials Work instruction is obtained and work is carried out in accordance with standard operating procedures. Received materials are checked against workplace standards and specifications. Faulty materials to work are identified and isolated. Faults and any identified causes are recorded and/or reported to the supervisor concerned in accordance with workplace procedures. Faulty materials are replaced in accordance with workplace procedures. Relevant production processes, materials and products Characteristics of materials, software and hardware used in production processes Quality checking procedures Quality Workplace procedures 1.5 Identification of faulty materials related to work Reading skills required to interpret work instruction Critical thinking Interpreting work instructions ELEMENT PERFORMANCE CRITERIA Italicized terms are elaborated in the Range of Variables REQUIRED KNOWLEDGE REQUIRED SKILLS
Assess own work Documentation relative to quality within the company is identified and used. Completed work is checked against workplace standards relevant to the task undertaken. Errors are identified and isolated. Information on the quality and other indicators of production performance are recorded in accordance with workplace procedures. In cases of deviations from specific quality standards, causes are documented and reported in accordance with the workplace’ s standards operating procedures. 2.1 Safety and environmental aspects of production processes 2.2 Fault identification and reporting 2.3 Workplace procedure in documenting completed work 2.4 Workplace Quality Indicators Carry out work in accordance with OHS policies and procedures Engage in quality improvement Process improvement procedures are participated in relative to workplace assignment. Work is carried out in accordance with process improvement procedures. Performance of operation or quality of product of service to ensure customer satisfaction is monitored. Quality improvement processes Company customers defined Solution providing and 3.2 Practice company process improvement procedure
UNIT TITLE : PERFORM COMPUTER OPERATIONS UNIT CODE : 506311203 UNIT DESCRIPTOR : This unit covers the knowledge, skills, attitudes and values needed to perform computer operations which include inputting, accessing, producing and transferring data using the appropriate hardware and software. ELEMENT PERFORMANCE CRITERIA Italicized terms are elaborated in the Range of Variables REQUIRED KNOWLEDGE REQUIRED SKILLS Plan and prepare for task to be undertaken Requirements of task are determined in accordance with the required output. Appropriate hardware and software are selected according to task assigned and required outcome. Task is planned to ensure that OH & S guidelines and procedures are followed. Client -specific guidelines and procedures are followed. Required data security guidelines are applied in accordance with existing procedures. Main types of computers and basic features of different operating systems Main parts of a computer 1.3 Information on hardware and software 1.4 Data security guidelines and comprehension skills required to interpret work instruction and to interpret basic user manuals. skills to identify lines of communication, request advice, follow instructions and receive feedback. 1.3 Interpreting user manuals and security guidelines ELEMENT PERFORMANCE CRITERIA Italicized terms are elaborated in the Range of Variables REQUIRED KNOWLEDGE REQUIRED SKILLS Input data into computer Data are entered into the computer using appropriate program/application in accordance with company procedures. Basic ergonomics of keyboard and computer user Storage devices and basic Technology skills to use equipment safely including keyboard skills. 2.2 Entering data
Accuracy of information is checked and information is saved in accordance with standard operating procedures. Inputted data is stored in storage media according to requirements. Work is performed within ergonomic guidelines. categories of memory Relevant types of software Access information using computer Correct program/application is selected based on job requirements. Program/application containing the information required is accessed according to company procedures. Desktop icons are correctly selected, opened and closed for navigation purposes. Keyboard techniques are carried out in line with OH & S requirements for safe use of keyboards. 3.1 General security, privacy legislation and copyright 3.2 Productivity Application 3.3 Business Application 3.1 Accessing information ELEMENT PERFORMANCE CRITERIA Italicized terms are elaborated in the Range of Variables REQUIRED KNOWLEDGE REQUIRED SKILLS Produce output/ data using computer system Entered data are processed using appropriate software commands. Data are printed out as required using computer hardware /peripheral devices in accordance with standard operating procedures. Files and data are transferred between Computer application in printing, scanning and sending facsimile Types and function of computer peripheral devices 4.1 Computer data processing 4.2 Printing of data 4.3 Transferring files and data
CORE COMPETENCIES UNIT TITLE : COMMUNICATE EFFECTIVELY IN ENGLISH FOR CUSTOMER SERVICE UNIT CODE : ICT313365 UNIT DESCRIPTOR : This unit covers the knowledge and skills needed to communicate effectively in English while conducting a customer service delivery process. ELEMENT PERFORMANCE CRITERIA Italicized terms are elaborated in the Range of Variables REQUIRED KNOWLEDGE REQUIRED SKILLS Demonstrate an ability to express oneself in a and concise manner Proficiency in communication is manifested by expressing oneself effectively 3 C’s of communication is applied to effectively deliver messages, feedback and instruction Requires knowledge of Call flow process / procedure Product knowledge (optional) Rules of basic grammar in verbal communication Requires appropriate attitude on Confidence in speaking English Needs skills on Applying the 3 C’s of communication (clarity, conciseness, and consistency) to effectively deliver messages, feedback and instruction Applying oral English communication skills to effectively deliver a persuasive conversation Demonstrate an ability to listen and comprehend effectively Listening effectively is demonstrated by being able to appropriately respond to questions and requests Comprehension is demonstrated by being able to respond effectively with awareness of audience and purpose Requires knowledge of Rules of basic communication Rules of effective business communication in customer service Needs skills on Applying an understanding of commonly used (whether American, Canadian, Australian, or British) to effectively achieve cross cultural sensitivity
contact center processes) (optional) Product knowledge Rules of effective business communication in customer service equipment and facilities are followed as per established procedures and environmental requirements Occupational health and safety standards in the workplace and 5S disciplines are strictly allowed Demonstrate an ability to capture and provide information and/or directions Information from a call is captured and recorded accurately in accordance with prescribed process guidelines Ability to carry out written and verbal instructions is demonstrated accurately in accordance with prescribed process guidelines Ability to direct the customer concerns to the correct department or support group is demonstrated accurately in accordance with prescribed process guidelines Requires appropriate attitude on Confidence in speaking English Needs skills on Carrying out written and verbal instructions Inputting, accessing, producing and transferring data using the appropriate hardware and software Practices along economic use and maintenance of equipment and facilities are followed as per established procedures and environmental requirements Occupational health and safety standards in the workplace and 5S disciplines are strictly allowed
2. Method of assessment The assessor must select two of the following to objectively assess the candidate with oral questioning 3. Resources required for assessment The following must be UTILIZED with peripherals Internet access 4. Context of assessment 6.1 Competency may be assessed in a contact center or simulated contact center environment.
UNIT : DEMONSTRATE ABILITY TO EFFECTIVELY ENGAGE CUSTOMERS UNIT CODE : ICT313367 UNIT DESCRIPTOR : This unit covers the knowledge and skills needed to demonstrate an ability to engage customers. ELEMENT PERFORMANCE CRITERIA Italicized terms are elaborated in the Range of Variables REQUIRED KNOWLEDGE REQUIRED SKILLS Demonstrate an ability to empathize with a customer Ability to sense feelings of customer and respond accordingly to acknowledge such feelings is demonstrated Empathy for the customer was demonstrated according to the purpose of the call Requires knowledge of Call flow process / procedure (optional) Product knowledge Rules of basic grammar in verbal communication of basic communication of effective business communication in customer service Rules for building effective interpersonal relationships Requires appropriate attitude on Confidence in speaking English Needs skills on Applying the 3 C’s of communication Oral English communication skills Understanding of commonly used idioms/ colloquialisms (whether American, Canadian, Australian, or British) along economic use and maintenance of equipment and facilities are followed as per established procedures and environmental requirements health and safety standards in the workplace and 5S disciplines are strictly allowed
COMPETENCY MAP – INFORMATION AND COMMUNICATIONS TECHNOLOGY (ICT) SECTOR BASIC COMPETENCIES Receive and Respond to workplace communication Work with Others Demonstrate Work Values Participate in Workplace Communication Work in a Team Environment Practice Career Professionalism Practice occupational Health and Safety Procedures Practice Housekeeping Procedures (5S) Lead Workplace Communication Lead Small Team Develop and Practice Negotiation Skills Solve Problems Related to Work Activities Use Mathematical Concepts and Techniques Use Relevant Technologies Utilize Specialized Communication skills Develop Team and Individual Problem Solving Techniques in the Workplace Collect, Analyze and Organize Information Plan and Organize Work Promote Environmental Protection COMMON COMPETENCIES Perform Computer Operation Apply Quality Standards CORE COMPETENCIES Communicate effectively in a customer contact center Render quality customer service Utilize enterprise/ company technology Conduct contact center campaign Provide specialized support and assistance to customers Manage the activities of a contact center work team Apply Basic Grammar Communicating in English Apply Business Communication Communicate Effectively in English for Customer Service Abide by Company Policies on Work Values and Conduct Abide by Company Policies on Data Security and Protection Industry Orientation Fundamentals of Customer Service Perform Customer Service Delivery Processes Pursue Customer Satisfaction Demonstrate Understanding and Knowledge of American Culture and Geography Provide Professional Services to Customer Demonstrate Ability to Engage Customers Review/Edit Documents Prepare Activity Reports Use a Browser to Navigate the Internet Use the Functions of a Spreadsheet Software Perform Work in line with a Work Schedule or Work Plan Use business technology Use medical technology to carry out task Produce text from audio transcription Convert dictated medical reports to text file Edit speech-recognized texts Composit and edit animation sequence Produce cleaned-up and in-betweened drawings Create 2D models and images Produce 2D colored animation Produce key drawings for animation Create 3D models and images Produce storyboard for animation
East and West Center for Excellence in Training Sitel Philippines MR. RAMIL DE LA CRUZ EGS MS. SANDRA UYAO Sykes Asia MS. IRENE JOY D. GARCIA ePerformax Contact Centers MS. MARILYN VENTENILLA Teleperformance Philippines MR. BEN JOSEPH L. FUENTES Stream International Global Services MR. SHANE BAETZ Teletech Philippines MS. ROWENA ZARAGOSA Sutherland Global Services MS. PAMMELA L. BELBIS VXi Global Holdings MS. CYNTHIA MASILAN Genpact MS. MARIA KATRINA A. VITAL WNS Global Services FOR THE 2014 REVISION STAGE THE CCAP PROJECT TEAM MR. BENEDICT C. HERNANDEZ President MR. JOHN C. SANTISTEBAN Operations Manager MR. CESAR TOLENTINO Research Manager THE TESDA BOARD - STANDARDS SETTING AND SYSTEMS DEVELOPMENT COMMITTEE THE MANAGEMENT AND STAFF OF THE TESDA SECRETARIAT Qualifications and Standards Office (QSO)