Kit Adolf C.

Mancol - Trainer
Contact Center Services NC II
 Competency Based Training
(CBT)
This is a training delivery approach that focus on
the competency development of the learner.
Concerned with the attainment and application
of knowledge, skills and attitude to a specific
level of competency.
10 Principles
of

CBT
1. The training is based on curriculum developed
from the competency standards.
2. Learning is competency-based or modular in
structure.
3. Training delivery is individualized and self-paced.
4. Training is based on work that must be
performed.
5. Training materials are directly related to the
competency standards and the curriculum.
6. Assessment of learners is based in the collection of
evidences of work performance based on industry or
organizational required standards.
7. Training is based both on and off the job components.
8. The system allows Recognition of Prior Learning
(RPL).
9. The system allows for learners to enter and exit
programs at different times and levels and to receive
an award for competencies attained at any point.
10.Approved training programs are nationally accredited.
CBT – FLOW CHART
Trainer and Trainee’s Role
 Role of the Trainer
• Manage learning: Trainer act as facilitator rather
than provider of information
• Assign tasks
• Provide individual and small group assistance
• Evaluate trainees’ progress
• Provide feedback
 Role of Trainees
• Spend most of their time in directed self-study and practice
• Pursue instructions for personal goals and objectives
• Responsible for what they learn and when they learn it
• Decide when they are ready to perform each task
• Fulfill all required competencies to gain desired
QUALIFICATION
 QUALIFICATION
The Training Regulations defines Qualification as; It refers
to the GROUP OF COMPETENCIES that describes the
different functions of the qualification.
Contact Center Services NC II
Information and Communications Technology Sector
Contact Center Services NC II
LIST OF COMPETENCIES
 BASIC COMPETENCIES
 COMMON COMPETENCIES
 CORE COMPETENCIES
Contact Center Services NC II
BASIC COMPETENCIES
 Participate in workplace communication
 Work in a team environment
 Practice career professionalism
 Practice occupational health and safety
procedures
Contact Center Services NC II
COMMON COMPETENCIES

 Apply quality standards

 Perform computer operations
Contact Center Services NC II
CORE COMPETENCIES
 Communicate effectively in English for
customer service
 Perform customer service delivery processes
 Demonstrate ability to effectively engage
customers
The 4 DIMENSIONS OF COMPETENCY
that describes aspect of work performance are:

 Task Skills – undertaking a specific workplace task

 Task Management Skills – managing a number of different tasks to
complete the entire work activity
 Contingency Management Skills – responding to problems,
irregularities and breakdown in routine when undertaking the work
activity
 Job/Role Environment Skills – dealing with the responsibilities and
expectations of the work environment when undertaking a work activity
 THE COMPETENCY BASED
LEARNING MODULE
(CBLM)
The CBLM is a well designed and carefully developed
learning material that give trainees detailed information
and instructions to guide them through the learning
process.
 THE USE OF
COMPETENCY BASED
LEARNING MODULE
(CBLM)
In CBT, trainees are given learning materials like the Competency-Base
Learning Module which require each trainee to…

READ Information Sheet

…read and comprehend topic or area of learning

ANSWER Self-Check
…check your comprehension about the topic

PERFORM TASK /JOB/OPERATION SHEETS

…test your knowledge acquired

CHECK OUTPUT Using Performance Criteria Checklist

…evaluate your performance against the standards
 5S
 SALES - increase market share
STANDARDIZATION – Standardized the operating procedure
 SAVINGS – save costs
SATISFACTION – employees and customer satisfaction
SAFETY – provide a safe working environment
 CBT WORKSHOP
LAY-OUT

(CCS NCII WORKSHOP LAY-OUT)

Contact Center Services – Workshop Lay-out
EVALUATION SYSTEM
 ASSESSMENT
Rating System
1. Demonstration = 50 %
2. Written Test = 30 %
3. Oral Questioning = 20 %
100 %
Feedback
 Progress and
Achievement Chart
Certificate of Achievement
Thank
You!