DLP W1&2 CCS2 E3

Republic of the Philippines
Department of Education
Region III-Central Luzon
Schools Division of Bulacan
Asian Institute of Science and Technology
Plaza Naning Victoria Bldg. Baliwag, Bulacan
SENIOR HIGH SCHOOL DEPARTMENT
Detailed Lesson Plan in CONTACT CENTER SERVICES 2
Lesson1-2: Delivering Quality Customer Services
(Business Process Outsourcing) (Types Of Industry)
I. Objectives
At the end of the lesson, the students should be able to:
1. Describe the BPO/Call Center Industry

2. Differentiate different types of Industry
3. Demonstrate understanding of BPO/ Call Center industry
II. Subject matter
Topic: DELIVERING QUALITY CUSTOMER SERVICES (QS)

 Business Process Outsourcing and Types of Industry
Reference:https://www.scribd.com/doc/294485958/DLP-Activity-Sheets-in--ICT-Contact-
Center-Services-Exploratory, Contact Center Services’ Module
Materials: PowerPoint, Projector, Visual Aid presentation
III. Procedure
 Introduction
Good morning!
I’m glad to see you too. You may take your seat.
Is anyone absent for today?
That’s great! I’m glad that all of you are present.
 Review of the past lesson
Before we proceed to our lesson, let us have a short recap regarding to our previous lesson. Anyone who wants to
share and recite the things you’ve learned in our past lesson.
Okay! That’s right. We have tackled about the importance of voice and accent in the contact center industry. Thank
You for a very well said explanation.
 Motivation
Four Pics.
One Word
ans.Customer ans.Service ans.Line
Nov. 4-8, 2019

Date: Week: 1-2 Quarter: First
Nov. 11-15, 2019
Subject: Contact Center Services 2 Grade: 12 Semester: Second
 Lesson proper
 The BPO/Call Center Industry
The world adapts to the fast-paced developments brought about by globalization and technological
advancements. As a result, major changes in the industries introduced various means to minimize or reduce
production expenses while maximizing profit.
This is one of the many reasons why companies channel the processes of their production or service to
third-party clients which lead to the birth of BPOs.
As part of the industry, the terms customers, clients, call center agents and representatives will be
used frequently throughout the module.
o Customers refer to the people who are current or potential buyers, subscribers, account owners or patrons of
the industry who enter into transaction with you through information technology (IT) assisted devices like
computers, telephones and mobile phones.
o Clients refer to companies you will represent.
o Agents or representatives otherwise known as rep/s are job titles of personnel who assist customers in
activities which are described in this module.
What Is Business Process Outsourcing (BPO)?

 The term outsourcing is a system whereby an organization can sub- contract certain areas of work to a third
party organization that specializes on the task to be done.
 Business Process Outsourcing or BPO refers to the management of one or more specific business processes
or functions by a third party.
 It involves contracting of the operations and responsibilities of a specific business function. Examples of
these business processes or functions are human resources, procurement, finance, accounting asset, and
property management. Here, you hire a separate company or firm to handle business activities for your
company.
o Business process outsourcing (BPO) is the practice of contracting a specific work process or processes to an
external service provider. The services can include payroll, accounting, telemarketing, data recording, social
media marketing, customer support, and more. BPO usually fills supplementary — as opposed to core —
business functions, with services that could be either technical or nontechnical.
Why Outsource?
Have you ever wondered why the BPO industry flourished? It actually benefits both the business organization and the
manpower or labor force. It is a win-win solution.
These are just some of the perceived benefits of outsourcing:
 Reduced or controlled operating costs

 Reduced labor cost
 Higher level of service for the same or even lower cost service
 Allows you to focus on your core business
 Gives you access to world-class expertise and those not available internally
 Provides enhanced efficiency and productivity
 Predictability of costs
 Utilization of common applications; freeing up of some financial and human capital
Nov. 4-8, 2019

Nov. 11-15, 2019
Profile of the BPO Industry (Global and Local)
The benefits that BPO industry contributes to the economy may be quantified in terms of money and it can be
from billions to trillions of dollars.
IT-BPO industry in the Philippines was projected to increase from US$500 billion in 2009 to US$1.5 trillion in
2024 (Tholons, 2011). See Fig. 7
According to the Everest Analysis (World Bank and IMF projections), the country’s 2016 roadmap might lead
to 9% increase in GDP, wherein 2016 revenues of the Philippine’s IT- BPO Industry may vary from US$15 billion to
US$ 25 billion, depending on the strength of industry effort and government support. Its projected direct employment
will be 680,000 to 1.3 million and indirect employment of 1.7 million to 3.2 million.
In the Philippine setting, call centers are widely known and accepted as one of the leading job providers in
the country. This is because the government has opened its doors to foreign investors that require cost efficient
technical services.
 The BPO industry started here in the Philippines in 1992 with Accenture, then followed by Sykes Enterprises,
Inc. in 1997. The offshore call center industry started in the Philippines in 1999 when Cyber City set up an
outsourcing facility at the former USAF base in Clark and has been followed by other firms, such as
eTelecare, People Support, ePLDT/ Ventus, Convergys Corporation, TeleTech Holdings, Inc., Cyber City
Teleservices, Sitel/ Client Logic, etc.
 The agents at these call centers handle inbound or outbound traffic via telephone and other available
channels. Today, the Philippines is an important offshore player driven by several factors such as the
following:
1. increasing government support on IT investment

2. large pool of graduates with English communication skills and knowledge in ICT which is far
superior to India and has led many companies to close down Indian operations and move them
to the Philippines
3. reliable and reasonably-priced telecommunication infrastructure
4. low-cost high quality locations, growing buyer trends on outsourcing
 The Philippines is considered the most attractive global provider of IT- BPO services in Asia (Economist
Survey: M. Alan in MBOL May 29, 2012).
 IT-BPO revenues for the Philippines reached US$11 billion and 640,000 direct employees in 2011. It is the
key driver of economy, and the fastest growing source of employment and revenue (DTI, 2012)
 Types of Industry
Call centers, just like other types of businesses, offer a variety of products and services. The development
in the business world pushes the industry to be more flexible, thereby making the possibilities endless. Call
centers are also classified based on job-tasks and the location in which the service is offered.
Frequently, BPO is referred to as Information Technology-Enabled Services (ITES). This is because most
business processes include some form of automation and information technology devices such as computers
that "enable" these services to be performed. This encompasses careers in software development, data entry,
programming, and web development services.
Nov. 4-8, 2019

Nov. 11-15, 2019
 BPO is distinct from Information Technology (IT) outsourcing, which focuses on hiring a third-party
company or service provider to do IT-related activities, such as application management and application
development, data center operations, or testing and quality assurance.
The Philippines is currently among the most cost competitive destinations for IT-BPO services.
An offshoot of BPO is Knowledge Process Outsourcing (KPO) Considered by some to be a subset of BPO, KPO
includes those activities that require greater skill, knowledge, education, and expertise to handle. This may include
services in financial analysis and legal services.
 Types of BPO Industries
o BPO is often divided into two main categories:
1. Back Office Outsourcing – This includes internal business functions such as billing,
purchasing, payroll of employees, and other similar tasks.
2. Front Office Outsourcing – This includes customer-related services such as marketing or

technical support.
o Based on the location of hiring and contracting, BPO may be categorized
1. Offshore Outsourcing – is outsourcing contracted outside a company's home country. This is done
when high-volume; low-complexity tasks are processed in a country with a significantly lower cost
base than where the service has become more sophisticated. For example, the UK: traditionally India,
but more recently China, the Philippines, Malaysia and some South American countries.
(e.g., Numerous UK-based BPO companies such as Vertex and Capita Group are now providing offshored services to
their clients through their operations in the Philippines.)
2. Nearshore Outsourcing – BPO that is contracted to a company's neighboring country. The cost base
of these countries is still lower, but geographical proximity and cultural similarities can create an
easier working relationship. A good relationship, cultural similarities and absence of communication
gap can result in a more complex work being transferred easily. For Western Europe, this is to
Eastern Europe. For the United States this is to Canada and Mexico.
(e.g., Tony Lee, an information management supplier based in the US near-shored the development of its
computerized purchasing system to Advance Programs, a commercial systems solution provider in Canada.)
3. Onshore – is an entirely different scheme. It is the practice of obtaining business-critical, high-level

services from someone not employed by the company, but within the same country. Onshore services
are unique for each company.
(e.g., When Burger King Corporation, a US-based chain of restaurants, lost its laboratories in the havoc created by
Hurricane Andrew in1992, the company was forced to outsource its quality assurance functions to other companies in
the US. Burger King still outsources its quality assurance functions onshore even after rebuilding its laboratories
because it allows the company to make productive use of its internal resources.)
Nov. 4-8, 2019

Nov. 11-15, 2019
 Follow up Activity
Task 1: Think about calls you have made or received from a call center representative or telemarketer. Give
examples of customer service functions you have encountered or obtained in these interactions?
If you have not yet experienced such, ask your parents or close relatives about their encounter with a call center
representative.
Fill in this chart on a separate sheet of paper to summarize the details of your
interaction. An example is already provided:
Concern/ Contact Person Resolution Remarks
Problem
Questionable Telecommunication Agent told me to Load was re- loaded
load deduction Customer Service wait for the load after 24 hours – Problem
to be restored. Solved.
Task 2: Write a short essay that stresses the factors which make the Philippines a better, if not the best option for
Business Process Outsourcing. Write this in your notebook or on a separate sheet of paper.
What makes the Philippines a better BPO market compared to other nations?
Task 3: Complete the following content organizer to summarize the lesson.
Nov. 4-8, 2019

Nov. 11-15, 2019
Perceived benefits
Defined:
BPO
of the BPO Industry
IV. Evaluation: Write BOO if the example describes back office outsourcing and FOO if it describes
front office outsourcing.
1. A telecommunications BPO firm which deals with repair and maintenance of one’s internet
connection
2. A BPO company which accommodates payroll services
3. A company which assists customers on US Phone directory services
4. A company that takes orders of products
5. A BPO accounting firm that manages sales accounts of other companies
6. A bank- associate BPO that updates customers on their debit and credit accounts
7. An office that deals with purchasing raw materials for another company
8. A firm that entertains medical insurance claims
Nov. 4-8, 2019

Nov. 11-15, 2019
9. A document management BPOs that keep copies of financial transactions for filing of taxes
10. A call center firm that assists customers on computer hardware repair
Match the items in column I with its correct description in column II. Write the letter of the correct
answers on a sheet of paper.
I II
1. This obtains business-critical, high-level services from someone A. ITES
not employed by the company, but within the same country.
2. It is an outsourcing contracted outside a company's own country. B. KPO
3. It includes activities that require greater skill, knowledge, C. Back Office Outsourcing
education, and expertise to handle.
4. This is done when high-volume, low-complexity tasks are
processed in a country with a significantly lower cost base than
the home country of the company.
5. This is needed when business processes include some form of

automation and information
technology. D. Front Office Outsourcing
6. It includes customer-related
E. Offshore Outsourcing
services such as marketing or technical support.
7. BPO that is contracted to a company's neighboring country
F. Nearshore Outsourcing
8. It includes internal business functions such as billing,
G. Onshore Outsourcing
purchasing, payroll of employees, and other similar tasks.
9. It may include services in financial analysis and legal services.
10. Examples of these services are software development, data entry,

programming, and web
development.
V. Assignment
List down all the concepts and principles in deliveng quality customer services, Cite example of
each.
PREPARED BY:
Nov. 4-8, 2019

Nov. 11-15, 2019
Jonalyn DV. Mempin
Teacher
SUBMITTED TO:
Jonald Grace C. Zafra

Head Teacher
NOTED BY:
Somea Marie V. Bautista

GCPO
APPROVED BY:
Editha A. Bulos
School Principal
Date: November 9, 2019
Nov. 4-8, 2019

Nov. 11-15, 2019

DLP W1&2 CCS2 E3

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Republic of the Philippines

At the end of the lesson, the students should be able to:

1. Describe the BPO/Call Center Industry

II. Subject matter

Topic: DELIVERING QUALITY CUSTOMER SERVICES (QS)

 Review of the past lesson

ans.Customer ans.Service ans.Line

Nov. 4-8, 2019

 The BPO/Call Center Industry

What Is Business Process Outsourcing (BPO)?

These are just some of the perceived benefits of outsourcing:

 Reduced or controlled operating costs

Nov. 4-8, 2019

Profile of the BPO Industry (Global and Local)

1. increasing government support on IT investment

Nov. 4-8, 2019

 Types of BPO Industries

o BPO is often divided into two main categories:

2. Front Office Outsourcing – This includes customer-related services such as marketing or

o Based on the location of hiring and contracting, BPO may be categorized

3. Onshore – is an entirely different scheme. It is the practice of obtaining business-critical, high-level

Nov. 4-8, 2019

Task 3: Complete the following content organizer to summarize the lesson.

Nov. 4-8, 2019

Nov. 4-8, 2019

5. This is needed when business processes include some form of

10. Examples of these services are software development, data entry,

Nov. 4-8, 2019

Jonald Grace C. Zafra

Somea Marie V. Bautista

Date: November 9, 2019

Nov. 4-8, 2019

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