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Activity #: 1 Date:
Activity Title: Introduction to Contact Center Services Score:
Objective: Manifest understanding on Contact Center Services.
Concept Notes:
Admin
Customer
Service
AEGIS
(third party)
- First Party Company (eg. Samsung), has four major business process to attend to. Since “Customer Service”
is not a core business, such business process was delegated to a third-party company known as the BPO
Company or a Contact Center (eg. Aegis). The Contact Center will then be the one to perform Customer
Service business process on behalf of the First Party Company.
- Without the business outsourcing process, if a customer calls Samsung to complain, Samsung will answer
and handle the call. With the business outsourcing process, the call will be received and handled by Aegis
instead.
Activity #: 2 Date:
Activity Title: Equipment in Contact Center Services Score:
Objective: Identify the different equipments in Contact Center Services.
Concept Notes:
Equipment Function
Personal Computer with Internet Connection This is your main tool in assisting your
customers. It should be connected to the Internet
so that no confidential data or information of the
“first-party” company is saved in the local drive.
IP Phone with Headset This is where the call comes in. It uses VOIP
(Voice Over Internet Protocol) technology instead
of the traditional telephone lines. It makes use of
a headset to provide comfort to the agent while
assisting the customer.
Activity #: 3 Date:
Activity Title: Computer Basics Score:
Objective: Recall basic computer terminologies.
Concept Notes:
What is a computer?
- A computer is an electronic device that manipulates information, or data.
Types of Computers
1. Desktop computers
2. Laptop computers
3. Tablet computers
4. Servers
5. Other types of computers
Software
1. Operating System - An operating system is the most important software that runs on a computer. It
manages the computer's memory, processes, and all of its software and hardware. Example: Desktop-
Microsoft Windows, Mac OS X, Linux; Mobile- Android, iOS, Windows Mobile, Blackberry OS
2. Application Software - An app is a type of software that allows you to perform specific tasks. Can be
installed using a CD installer or can be downloaded from the Internet (caution: Indiscriminate downloading
may lead to virus infection on your computer). Example: MS Word, MS Excel, MS Powerpoint, DOTA, COC
Hardware
1. Computer Case - is the metal and plastic box that contains the main components of the computer. It houses
the motherboard, central processing unit (CPU), power supply, and more. It comes in two styles: Desktop or
Tower.
2. Monitor - the monitor works with a video card, located inside the computer case, to display images and text
on the screen. It comes in two styles: LED or CRT.
3. Keyboard - the keyboard is one of the primary ways we communicate with the computer and enter data.
4. Mouse - The mouse is a peripheral that is known as a pointing device. It lets you point to objects on the
screen, click on them, and move them. It comes in two styles: Optical or Mechanical.
Computer
Software ________
Activity #: 4 Date:
Activity Title: Basic Parts of a Computer Score:
Objective: Identify the basic parts of a desktop computer
Concept Notes:
1. Computer Case
The computer case is the metal and plastic box that contains the main components of the computer.
It houses the motherboard, central processing unit (CPU), power supply, and more.
Computer cases come in different shapes and sizes. A desktop case lies flat on a desk, and the
monitor usually sits on top of it. A tower case is tall and sits next to the monitor or on the floor. The front of
the case usually has an on/off switch and one or more optical drives.
2. Monitor
The monitor works with a video card, located inside the computer case, to display images and text
on the screen. Newer monitors usually have LCD (liquid crystal display) or LED (light-emitting diode)
displays. These can be made very thin, and they are often called flat-panel displays. Older monitors use CRT
(cathode ray tube) displays. CRT monitors are much larger and heavier, and they take up more desk space.
3. Keyboard
The keyboard is one of the primary ways we communicate with the computer and enter data. There
are many different types of computer keyboards, including wired, wireless, ergonomic, and multimedia.
Although there may be differences in the location of some keys or features, keyboards are very similar and
allow you to accomplish basically the same tasks.
4. Mouse
The mouse is a peripheral that is known as a pointing device. It lets you point to objects on the
screen, click on them, and move them.
There are two main types of mice: optical and mechanical. The optical mouse uses an electronic eye
to detect movement and is easier to clean. The mechanical mouse uses a rolling ball to detect movement.
Generally, a mechanical mouse is less expensive, although it may require regular cleaning to keep it working
properly.
Traditionally, a mouse connects to the computer using a USB or PS/2 connection. However, you can
also buy a wireless mouse, which can reduce clutter on your desktop.
There are other devices that can do the same thing as a mouse but that have a different look and
feel. Many people find them to be easier to use, and they also require less desk space than a mouse. The
most common mouse alternatives include:
1. Trackball: A trackball has a ball on top that can rotate freely. Instead of moving the device like a
mouse, you can roll the ball with your fingers to move the pointer. Some mobile devices have
miniature trackballs that can be controlled with your thumb.
2. Touchpad: A touchpad—also called a trackpad—is a touch-sensitive pad that lets you control the
pointer by making a drawing motion with your finger. Touchpads are common on laptop
computers.
2. _______
4. ______
1. ________
3. _______
Activity #: 5 Date:
Activity Title: Inside the System Unit Score:
Objective: Identify the different parts/components inside the system unit.
Concept Notes:
Activity #: 6 Date:
Activity Title: The Mouse Score:
Objective: Manifest understanding about the Mouse.
Concept Notes:
The Mouse
- A mouse is a device used to move the mouse pointer around the screen. Usually two buttons to select and
activate features.
Scroll Wheel
Plastic Casing
USB Connector
Activity #: 7 Date:
Activity Title: The Keyboard Finger Assignment Score:
Objective: Familiarize the different finger assignments for each of the PC keyboard keys.
Concept Notes:
Exercises:
A. Identify the homekey of the following fingers:
1. _______. Ring Finger (Right Hand)
2. _______. Index Finger (Left Hand)
3. _______. Thumb Finger (Left Hand)
4. _______. Middle Finger (Left Hand)
5. _______. Small Finger (Right Hand)
B. Identify the finger assigned to the following keys: (Right/Left Hand: Small Finger, Middle Finger,
Index Finger, Thumb Finger, Ring Finger)
1. ______________. J
2. ______________. Return Key
3. ______________. Backspace Key
4. ______________. P
5. ______________. Q
Activity #: 8 Date:
Activity Title: Typing Speed Test Score:
Objective: Measure one’s typing speed test.
Concept Notes:
Exercise: Each student must practice-type the following text/scripts in 2, 3 and 5 minutes test duration. It will be
recorded and every test-duration must be countersigned by the group leader. Final score is determined by adding all
typing speeds divided by the number of tests taken.
Netiquette
Activity #: 9 Date:
Activity Title: Cultural Variables: Time Zones Score:
Objective: Manifest understanding on time zones.
Concept Notes:
Time Zone
- A geographical region that follows the same time standard.
- A region that observes a uniform standard time for legal, commercial, and social purposes.
- Most of the time zones on land are offset from Coordinated Universal Time (UTC) by a whole number of
hours (UTC−12 to UTC+12).
- Based on Greenwich Mean Time (GMT)[citation needed], the mean solar time at longitude 0° (the Prime
Meridian).
Time Line
UTC
1. Plot the base time zone (UTC +8) on the time line. Do the same for the looked up time zone.
??? 9PM
(PST) (PHT)
UTC
2. From the base time zone, count an hour (minus if new time zone is -, plus if new time zone is +).
9PM
5AM 6AM 7AM 8AM 9AM 10AM 11AM 12PM 1PM 2PM 3PM 4PM 5PM 6PM 7PM 8PM
(PHT)
UTC
3. Therefore, if it is 9PM in Manila, Philippines (UTC +8), it is 5AM in California, USA (UTC -8).
Activity #: 10 Date:
Activity Title: Cultural Variables: Temperatures Score:
Objective: Manifest understanding on time zones.
Concept Notes:
Temperature
- A temperature is an objective comparative measure of hot or cold. It is measured by a thermometer, which
may work through the bulk behavior of a thermometric material, detection of thermal radiation, or particle
kinetic energy.
- The universal unit is in Celsius but USA is still using Fahrenheit.
5
C= F - 32
9
5
C= 100 - 32
9
5
C= 68
9
340
C=
9
C= 37.78
Exercises: Present the following Fahrenheit Temperatures into the Celsius scale.
1. 32F
2. 45F
3. 50F
4. 0F
5. -10F
Activity #: 11 Date:
Activity Title: Currency Conversion Score:
Objective: Manifest understanding on currency conversion.
Concept Notes:
Currency
- A currency (from Middle English: curraunt, "in circulation", from Latin: currens, -entis) in the most specific
use of the word refers to money in any form when in actual use or circulation as a medium of exchange,
especially circulating banknotes and coins.
Common Currencies
Country Currency Symbol
Philippines Philippine Peso PHP
USA US Dollars USD
Mexico Mexican Peso MXP
South Korea Korean Won KRW
Japan Japanese Yen JPY
Singapore Singaporean Dollar SGD
Australia Australian Dollar AUD
Conversion Process
1. You must first look up the exchange rate of the base currency and the currency you want the base currency
to be converted to.
2. Multiply the base currency with the currency you want the base currency to be converted to.
Example: Current conversion rate between USD to PHP is 46.75PHP, how much is 4.00USD in PHP?
Solution:
Given: 1.00USD = 46.75PHP
Find: 4.00USD = _____PHP
46.75PHP
4.00USD = 187.00PHP
1.00USD
4.00USD = 187.00PHP
Activity #: 12 Date:
Activity Title: The US Map Score:
Objective: Locate the different US states on the map.
Concept Notes:
The US Map
- Country of North America, a federal republic of 50 states. Besides the 48 contiguous states that occupy the
middle latitudes of the continent, the United States includes the state of Alaska, at the northwestern
extreme of North America, and the island state of Hawaii, in the mid-Pacific Ocean.
- The national capital is Washington, which is coextensive with the District of Columbia, the federal capital
region created in 1790.
Exercises: Label each of the blank space with its corresponding State Name and its abbreviation.
Activity #: 13 Date:
Activity Title: US States and Cities Score:
Objective: Identify the different states and its corresponding cities in the US.
Concept Notes:
Activity #: 14 Date:
Activity Title: The Internet Score:
Objective: Manifest understanding on the Internet.
Concept Notes:
Internet
- The Internet is the largest computer network in the world, connecting millions of computers. A network is a
group of two or more computer systems linked together.
URL
To get to a webpage, you can type the URL (Uniform Resource Locator) into a browser. The URL, also known
as the web address, tells the browser exactly where to find the page.
The World Wide Web was created in 1989 by Tim Berners-Lee, a software engineer. Before then, computers
could communicate over the Internet, but there were no webpages.
Activity #: 15 Date:
Activity Title: Browsers, Search Engines and Strategies Score:
Objective: Manifest understanding on Browsers, Search Engines and Strategies.
Concept Notes:
Browsers
- A web browser is the tool you use to access the World Wide Web.
Search Engines
- Search engines are specialized websites that help you find what you're looking for on the Web. All you have
to do is type in one or more keywords, and the search engine will look for matching websites from all over
the Web.