TLE-CCS10 Q3 M5 Technology and Livelihood Education PDF

TLE CCS10 Q3 M5 page 1 Technology and Livelihood Education 10 Contact Center Services Quarter 3  TLE CCS10 Q3 M5 page 2 TLE – Contact Center Services 10 Quarter 3 – Module 5: Products and Services:...

TLE CCS10 Q3 M5 page 1 Technology and Livelihood Education 10 Contact Center Services Quarter 3  TLE CCS10 Q3 M5 page 2 TLE – Contact Center Services 10 Quarter 3 – Module 5: Products and Services: Technical and Sales Support First Edition, 2020 Republic Act 8293, Section 176 states that no copyright shall subsist in any work of the Government of the Philippines. However, prior approval of the government agency or office wherein the work is created shall be necessary for exploitation of such work for profit. Such agency or office may, among other things, impose as a condition the payment of royalties. Borrowed materials (i.e., songs, stories, poems, pictures, photos, brand names, trademarks, etc.) included in this module are owned by their respective copyright holders. Every effort has been exerted to locate and seek permission to use these materials from their respective copyright owners. The publisher and authors do not represent nor claim ownership over them. Published by the Department of Education - Schools Division of Pasig City Development Team of the Self-Learning Module Writer: Karen F. Estrada Editors: Rachelle C. Figuracion Reviewers: Rachelle C. Figuracion Illustrators: Edison P. Clet Lay-out Artist: Emmanuel D. Ubaldo Management Team: Ma. Evalou Concepcion A. Agustin OIC-Schools Division Superintendent Carolina T. Rivera CESE. OIC-Assistant Schools Division Superintendent Manuel A. Laguerta EdD Chief, Curriculum Implementation Division Education Program Supervisors Librada L. Agon EdD (EPP/TLE/TVL/TVE) Liza A. Alvarez (Science/STEM/SSP) Bernard R. Balitao (AP/HUMSS) Joselito E. Calios (English/SPFL/GAS) Norlyn D. Conde EdD (MAPEH/SPA/SPS/HOPE/A&D/Sports) Wilma Q. Del Rosario (LRMS/ADM) Ma. Teresita E. Herrera EdD (Filipino/GAS/Piling Larang) Perlita M. Ignacio PhD (EsP) Dulce O. Santos PhD (Kindergarten/MTB-MLE) Teresita P. Tagulao EdD (Mathematics/ABM) Printed in the Philippines by Department of Education – Schools Division of Pasig City  TLE CCS10 Q3 M5 page 3 Technology and Livelihood Education 10 Quarter 3 Self-Learning Module 5 Products and Services: Technical and Sales Support  TLE CCS10 Q3 M5 page 4 Introductory Message For the Facilitator: Welcome to the TLE-ICT Contact Center Services 10 Self Learning Module on Products and Services: Technical and Sales Support! This Self-Learning Module was collaboratively designed, developed and reviewed by educators from the Schools Division Office of Pasig City headed by its Officer-in-Charge Schools Division Superintendent, Ma. Evalou Concepcion A. Agustin, in partnership with the City Government of Pasig through its mayor, Honorable Victor Ma. Regis N. Sotto. The writers utilized the standards set by the K to 12 Curriculum using the Most Essential Learning Competencies (MELC) in developing this instructional resource. This learning material hopes to engage the learners in guided and independent learning activities at their own pace and time. Further, this also aims to help learners acquire the needed 21st century skills especially the 5 Cs, namely: Communication, Collaboration, Creativity, Critical Thinking, and Character while taking into consideration their needs and circumstances. In addition to the material in the main text, you will also see this box in the body of the module: Notes to the Teacher This contains helpful tips or strategies that will help you in guiding the learners. As a facilitator you are expected to orient the learners on how to use this module. You also need to keep track of the learners' progress while allowing them to manage their own learning. Moreover, you are expected to encourage and assist the learners as they do the tasks included in the module.  TLE CCS10 Q3 M5 page 5 For the Learner: Welcome to the TLE-ICT Contact Center Services 10 Self Learning Module on Products and Services: Technical and Sales Support! This module was designed to provide you with fun and meaningful opportunities for guided and independent learning at your own pace and time. You will be enabled to process the contents of the learning material while being an active learner. This module has the following parts and corresponding icons: Expectations - This points to the set of knowledge and skills that you will learn after completing the module. Pretest - This measures your prior knowledge about the lesson at hand. Recap - This part of the module provides a review of concepts and skills that you already know about a previous lesson. Lesson - This section discusses the topic in the module. Activities - This is a set of activities that you need to perform. Wrap-Up - This section summarizes the concepts and application of the lesson. Valuing - This part integrates a desirable moral value in the lesson. Posttest - This measures how much you have learned from the entire module.  TLE CCS10 Q3 M5 page 6 EXPECTATIONS At the end of the learning period, the students should be able to: A. identify the additional products and services offered in Business Process Outsourcing; B. learn the tasks involved in technical and sales support; C. value the significance of BPO industries and call center representatives in dealing with customer’s needs. PRETEST Multiple Choice Directions: Read each item carefully. Choose the letter of the correct answer and write it on the blank provided at the left side. _____ 1. They resolve technical issues and answers questions on electronic products or tech services. A. Technical support C. Sales support B. Financial services D. Internet providers _____ 2. This category means to sell or close deals needed by their target customers. A. Technical support C. Sales support B. Financial services D. Internet providers _____ 3. Technical support is also called _______. A. Help desk C. Clients B. Customer care D. Sales team _____ 4. Sales support team should be well-trained on the following excepts _____. A. Research C. Troubleshooting B. Decision-making D. Interpersonal skills _____ 5. Technical support team is expert in terms of ______. A. Research c. Sales B. Troubleshooting d. Financial assistance  TLE CCS10 Q3 M5 page 7 RECAP Directions: The table shows Billing and Collections columns under Financial Services. Analyze the statements and write if they belong either in Billing or in Collections. Explain current billing status Monitor delinquent accounts Call for overdue accounts Explain interest rate Check outstanding balance Customer settlements Clarify due date of payment Resolve account discrepancies Create credit memos Account receivables Billing Collections 1. 1. 2. 2. 3. 3. 4. 4. 5. 5. LESSON Products and Services Technical Support/Help Desk- This category means a group of individuals working as technical support teams which resolve issues or answers questions regarding the products offered by technology companies. These companies which offer electronic devices, software, electrical appliances, internet providers or craft tools deliver customer service through phone, through email, or with a live-chat interface. In outsourcing, tech-support team requires people with an in-depth knowledge for technology, good communication skills and understand costumers without the need to be physically present. These are common tech issues that can be resolved using a self-serve knowledge but with some help from the agents:  TLE CCS10 Q3 M5 page 8 1. Troubleshoot computer hardware and software 2. Assessing information 3. Assistance in assembly and its usage 4. Warranty and registration 5. Benefits 6. Proper handling Sales Support- This category means variety of functions that helps the sales representatives sell or close deals. This function may differ per company, the size of the team and the type of sales the company focuses on. Sales support team comprises of people who are expert in decision-making. They are also well-trained in product value, research, market aspects and interpersonal skills. As some of the team works on necessary research to create good impact for their products/services. Typically, sales support emphases on: 1. Process new sales 2. Manage communication between the sales team and clients 3. Monitor customer accounts 4. Provide report needed by the sales team 5. Keep track of sales target ACTIVITIES Activity 5.1 Directions: For your activity, research for few technical problems commonly received by call center representatives. 1. ____________________ 2. ____________________ 3. ____________________ 4. ____________________ 5. ____________________ Activity 5.2 Directions: Suppose you are going to subscribe to an Internet Service Provider (ISP). Write down the expected services you need to be able to avail their product/services and specially to satisfy you as a customer. 1. ____________________ 2. ____________________ 3. ____________________ 4. ____________________ 5. ____________________  TLE CCS10 Q3 M5 page 9 WRAP-UP Opening of classes is nearing this month of August 2020 amidst the pandemic. Online learning is encouraged to those who have accessed in the internet while modular learning is for those who have trouble in network connectivity. What do you think are the roles of technical/ help desk support or sales support in your “new normal schooling” that can be useful both in online and modular learning? ___________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ ___________________________________________________. VALUING Directions: Coffee is one thing a customer service representative needs to boost his/her physical performance especially during graveyard shifts. If you are given an opportunity to send coffee to a call center agent, what will you write on a piece of note to express your gratitude for his/her contribution in BPO industry? POSTTEST Directions: Identify what is being described in the given statements. ___________ 1. Means to help sales representatives to sell and close deals. ___________ 2. They are group of individuals who help customers to resolve technological issues in products and services. ___________ 3. This skill means having good communication skills toward people. ______________ 4. and ______________ 5. are customers ways to reach the tech team in cases of technological problems.  TLE CCS10 Q3 M5 page 10 KEY TO CORRECTION 5. Through e-mail Call for overdue accounts Monitor delinquent accounts call Create credit memos 4. Through phone Customer settlement B 5. skills Resolve account discrepancies C 4. 3. Interpersonal Collections A 3. 2. Technical support Check outstanding balance C 2. 1. Sales support Clarify due date of payment A 1. Explain current billing status Post-Test Explain interest rate Pre-Test Account receivables Billing Recap References ONLINE SOURCES Bob. Download: Technology and Livelihood Education (TLE) Grade 10 TGs and LMs. Blogger, January 6, 2018. https://www.pnoytalks.com/2015/10/technology-and-livelihood-education- tle-g10-tg-lm.html. “C-CCS_Grade10_Module 1_PECs And Module2_EM_OK.Pdf.” Google Drive. Google. Accessed July 5, 2020. https://drive.google.com/file/d/0B41NpxO8pu79M0xoWEVqNHplbTQ/view. Dan Sincavage, “What Is Sales Support? - Tenfold Blog,” Tenfold, September 16, 2017, https://www.tenfold.com/what-is/a-sales-support/. “What Is Technical Support? | BPO Glossary,” Outsource Accelerator, accessed August 9, 2020, https://www.outsourceaccelerator.com/glossary/technical- support/. “What Is Technical Support? Definition and Meaning,” BusinessDictionary.com, accessed August 10, 2020, http://www.businessdictionary.com/definition/technical-support.html. DIGITAL IMAGE “Good Morning Coffee, Animated Hearts and Roses Gif,” Funimada.com, January 7, 2019, https://www.funimada.com/good-morning/goodmorning-79.html. Pol Pinoy, “PHILIPPINES OVERTAKES INDIA AS CALL CENTER CAPITAL OF THE WORLD, THANKS TO NURSES,” June 27, 2014, https://adobochronicles.com/2014/06/27/philippines-overtakes-india-as- call-center-capital-of-the-world-thanks-to-nurses/.