Eastern Quezon College, Inc.

R. Marco St., Brgy. Penafrancia Gumaca, Quezon

JUNIOR HIGH SCHOOL DEPARTMENT

LEARNING ACTIVITY # 13
Name: ____________________________________________ Grade/Score: _______________
Grade and Section: _______________ Date: ______________
Subject (Check or choose from below)
E.S.P Araling Panlipunan Filipino TLE/ICT
Science English Math MAPEH
Type of Activity (check or choose from below)
Concept Notes Performance Task Formal Theme Others:
Skills: Exercise/Drill Illustration Informal Theme ________________
Activity Title : Types of Industry
Learning Target : show an understanding of the BPO/Call Center Industry
References : Dagli, Delfinoand Galura, TLE Pp:121-126
(Author, Title, Pages)

Outsourcing- is defined as the practice of having certain job functions done outside a
company instead of having an in-house department or employee handle them.

Companies choose to outsource their business because of several reasons:

1. Core Process- In the earlier example, Company A does not have to worry about
advertising; thus, it can focus on food service, which is the core process of a restaurant.
2. Risk-sharing. Outsourcing helps the organization to transfer certain responsibilities
to the outsourced vendor.
3. Relief from infrastructure and technology. Outsourcing saves a company from
investing in infrastructure, buildings, or equipment.

Types of Outsourcing
1. Onshore Outsourcing -this occurs when a company purchases materials or services from
another company within the same country.
2. Nearshore Outsourcing- it involves purchasing of materials and services from the
neighboring countries.
3. Offshore Outsourcing- This involves a company purchasing services or materials from a
company located in a distant country.

Activity: Direction: you are an outsourcing advocate who wish to create an online campaign to
attract foreign investors in the country, create video of yourself presenting a short
persuasive speech (2 minutes at most), that will convince foreigner companies to outsource in
the Philippines. You may take at data from various source but remember to cite them properly.
You will be graded based on the rubric below. (Do Not Copy the Rubric)

Criteria Excellent Very Good Good Fair

10 7 5 3
1. The speech focused on one or two major point and
described those points thoroughly.
2. The speaker spoke a loud, clear and expressive voice.
3. The speech was informative and convincing
4. The video and audio were clear.

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 Please do not COPY
Types of Outsourcing Industries

1. Manufacturing Outsourcing (MO). This refers to the use of production facilities of another
company instead of using production facilities within one’s own company or investing in
manufacturing equipment. Examples are famous American shoe companies that purchase the
services of factories in Vietnam.
2. Information Technology Outsourcing (ITO). ITO refers to purchasing the services of another
firm to build or maintain the IT architecture of one’s own company. This includes app
development, web design, computer networks maintenance, IT security, etc.
3. Knowledge Process Outsourcing (KPO). This type of outsourcing involves processes that demand
analytical, technical, and decision-making skills. Examples of KPO are data mining, and research
and development
4. Business Process Outsourcing (BPO). BPO probably offers the widest number of services. In
BPO, any business process is outsourced by one company to another company. Examples of
these processes are finance, payroll, sales, technical support, and customer service.

Business Process Outsourcing (BPO) is the practice of hiring a company to handle business
activities for the other company as a third party. In this method of outsourcing, the third
party gets a contract to perform specific and specialized functions on behalf of the hiring
company.
BPO Terms
Client -refers to a company that decides whether to have an external company to perform
one or more of its business processes.
Customers -are the individuals or organizations that purchase from the company through
information technology (IT) assisted devices like computer, telephone, and mobile phones.
Agent or representative -is an employee who handles and solves incoming or outgoing customer
inquiries through various support channels such as voice, email, chat, social, asynchronous messaging,
in-app, and SMS text.

Types of BPO
1. Back Office Outsourcing- This consists of people, who have no direct involvement or interaction
with the customers, working behind the scenes.
2. Front Office Outsourcing- It is composed of individuals who interact with customers. Its focus is
sales, marketing, technical support and customer service.
To know more about BPO, you may watch the videos on the links below:

BPO Products and Services

The BPO industry provided various services to clients who may be onshore, nearshore, or
offshore. These services are categorized, but are not limited to the following:
1. Finance and Accounting-This service requires resources and procedures like raising invoices,
matching them with purchase orders and reconciling bank accounts. Finance and accounting are widely
outsourced to save both operational cost and capital expenditure.
2. Document Management- This is outsourced for faster cataloging, organizing, finding, and indexing
records with added security. This service allows one organization to search, view, retrieve, print, and
convey documents easily across other organization by carrying out the data online at a third party’s
premises and accessed via the web.
3. Procurement- This involves the purchasing process that controls quantity, quality, sourcing, and
timing to ensure the best possible total cost of ownership. It includes information gathering, supplier
contracts, background reviews, negotiations, fulfillment, consumption, maintenance and disposal and
renewals.

THIS FORM IS FOR INSTITUTIONAL PURPOSES ONLY!

4. Information Technology- This includes various IT services such as application development,
software programming, web design, 2D and 3D animation, and digital content services

5. Data transcription- These services are used to interpret and transcribe oral dictation for such
clients as health professionals and legal offices.
6. Contact Centers- These provide both inbound and outbound voice and non-voice services for sales,
customer service, technical support, and other business processes. Agents handle multiple contact
types from phone to email to web chat.

THIS FORM IS FOR INSTITUTIONAL PURPOSES ONLY!

 Eastern Quezon College, Inc.
R. Marco St., Brgy. Penafrancia Gumaca, Quezon

JUNIOR HIGH SCHOOL DEPARTMENT

LEARNING ACTIVITY # 14
Name: ____________________________________________ Grade/Score: _______________
Grade and Section: _______________ Date: ______________
Subject (Check or choose from below)
E.S.P Araling Panlipunan Filipino TLE/ICT
Science English Math MAPEH
Type of Activity (check or choose from below)
Concept Notes Performance Task Formal Theme Others:
Skills: Exercise/Drill Illustration Informal Theme
Activity Title : Client’s and Customer’s Needs
Learning Target : Discuss how to transmit/receive call to or from customer
References : Dagli, Delfinoand Galura, TLE Pp:128-145
(Author, Title, Pages)

Clients’ and Customers’ Needs- A contact center’s clients and customers both have
needs that should be met. Customers, most importantly, communicate with contact centers
due to several reasons. Below are some of the most common, if not all, needs of clients and
customers:
1. counseling-Telephone counseling is done by providing psychological services over the phone.
Professional therapists or counselors advise customers on certain matters, or perform
therapy for individuals or groups.
2. Directory -Customers need different information such as contact numbers or addresses
of popular restaurants, historical landmarks, or shopping malls
3. Booking- Customers need reservation or booking services for domestic and international
flights, hotels or resorts, and even rental cars.
4. Technical support -This customer need usually happens after the customer purchases a
product or service. Examples of this are connecting Bluetooth speakers, troubleshooting the
slow internet connection, and turning a phone’s mobile hotspot on.
5. Academic instruction -Customers, especially those in schools or universities, have needs
for academic instruction. Some colleges provide modules, courses and tutorials through phone
or email.
6. Travel advisories -Travel advisories determine precautions to take when traveling within
or outside the country. These help travelers assess risks, provide advice and advise citizens
what to do to be safe.
7. Sales -Customers often need new products and services to match their growing needs and
lifestyle.
8. Data gathering -Contact centers are aware that customers need security or information.
To do this, agents perform data gathering and account authentication by asking personal
questions that only the account holder knows.

Activity: Write your personal insight about the lesson using the prompts below:
I understand that _____________________________________________________
___________________________________________________________________
I realize that_________________________________________________________
___________________________________________________________________
I need to learn more about _______________________________________________
____________________________________________________________________

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 Please do not COPY
Products and Services in Contact Centers
Since there are two types of services according to the person who initiates the call, each type
has its own specific services.

A. Inbound Services:
1. Financial Services -Clients outsource banking and finance services to contact centers. Examples
of customer needs addressed by agents are: inquiries regarding their bank account; deposit and
withdrawal of money; and insurance claims. Inquiries and complaints are dealt with immediately
without disrupting the company’s daily operations.

2. Technical Support -Technical support is provided by trained representatives to help customers

fix or repair products or services bought from the client. This may include internet problems, gadget
malfunction, or software error. When a customer calls, the agent asks questions or probes to identify
the specific problem, and then gives instructions to resolve the issue. Troubleshooting often takes
time and technical knowledge from TSRs or Technical Support Representatives.

3. Client-Specific Products -Customers call for various reasons, and this is catered by different
client-specific contact centers. Customer Service Representatives (CSRs) provide various services
depending on the contact center’s client which may include product inquiries, reservations, and order
taking.

B. Outbound Services

1. Sales -Known as telemarketing, sales are conducted mostly through outbound calls to target
customers. A sales agent or telemarketer calls a customer to offer latest products to a prospective
customer. It is the agent’s job to persuade the customer to purchase the product or service offered.

Interactive Communication
Gathering Information after reassuring the customer, it is time to gather his/her personal
information for documentation purposes. Common information asked are as follow:

1. Customer’s Name -It is important to ask for the customer’s name first for the agent to address
him/her properly, and to avoid using “Ma’am” or “sir” during the call. Using the customer’s first name
also reflects a closer relationship between the company and its customers

2. Contact Number -Agents ask for the customer’s contact number as a precautionary measure in
case the call gets cut or dropped. It can also be used for returning the call when the agent needs to
contact the customer for further resolution or updates.

3. Email Address- A customer’s email address is needed so that the customer can receive
order/tracking details, company brochures and links, as well as CSAT surveys.

4. Address -Address is commonly asked when the agent processes an order, updates customer
information, or creates a new account.

Probing Skills
It is crucial for agents to identify the exact purpose of a customer; whether it is a
question, a complaint, or a request for transaction. There are three ways to do this:
1. Paraphrasing -This means rewording the customer’s statements, while retaining the meaning. It is
similar in length to the original message. Sample Prompt: “From what you said, I understand that...”

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2. Summarizing -It is used to give the main ideas of the customer’s message; therefore, it is shorter
than the original text. This is done when the customer has mentioned too many details of the issue or
concern at hand. Sample Prompt: “So, what happened is...”

3. Clarifying –This is done to ask the customer about details that were not mentioned. When an agent
feels like he/she does not completely understand the situation, he/she must ask the customer
further, or it may end up in a mishandled call. Sample Prompt: “It would be great if you could tell me
a bit more about...”

Ensuring Consistent Quality Service for All Types of Customers

To ensure that contact centers provide consistent quality service to all its customers, it is
important to follow the standard procedure or script. This way, customers shall undergo the same
process in all calls.
Avoiding Sensitive Topics
One of the first lessons in this module is barriers of communication, which includes
ethnocentrism and prejudgment. Avoiding topics about sex or gender, race or nationality, and religion
helps agents achieve positive communication with customers. CSRs and TSRs must build healthy
relations with customers by keeping away from matters of age, disability, mental health, sickness, and
others that may negatively impact the service provided. Remember to keep conversations positive in
every step of the call, from opening to closing.

THIS FORM IS FOR INSTITUTIONAL PURPOSES ONLY!