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Competencies
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Lo 1. recognize pecs needed
in contact center services
Lo 1. recognize and
understand the market in
contact center services
Lo 2. recognize the potential
customer/market in contact
center services
Lo 1. apply computer basic
operation procedures
Lo 2. install, configure, and
work with application program
Lo 3. organize and manipulate
files
Lo 4. work with internet
Lo 5. log off from a computer
Lo 1. apply knowledge of
common cultural variables
Lo 2. apply knowledge of local
and international geography
Lo 1. develop a product/
service in contact center
services
Lo 2. select a business idea
based on the criteria and
techniques set
Lo 3. develop a brand for the
product
Lo 1. analyze communication
process
Lo 2. communicate and
listen effectively
Lo 3. use paralanguage
communication cues
Lo 1. demonstrate
understanding of the
bpo/call center industry
Lo 2. transmit/receive calls
to or from customers
Lo 3. handle customers’
complaints
Lo 4. provide after-sales
support and document events
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