DLP Activity Sheets in TLE 7/8 - ICT Contact Center Services Exploratory

Activity Sheet in TLE 7/8 ICT, Contact Center Services NC II (Exploratory)
Activity #:
1
Activity Title:
Introduction to Contact Center Services
Objective:
Manifest understanding on Contact Center Services.
Concept Notes:
Date:
Score:
BPO (Business Process Outsourcing)

- Is the contracting of a specific business process/task, such as customer service, to a thirdparty service provider (a Contact Center Company or a BPO Company).
- It is implemented as a cost-saving measure for tasks that a company requires does not
depend upon to maintain their position in the market place.
Contact Center (Call Center)
- Is the service provider of an outsourced business task/process.
Contact Center Representative (Call Center Agent)
- Is the person who handles incoming and outgoing customer calls for an outsourced
business task/process.
Business Process Outsourcing Diagram
Admin
Sales
SAMSUNG
(first party)
Marketing
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 thirdparty 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.
Exercise: Discuss briefly.

1. What is the role of the BPO Company or the Contact Center in the whole Business Process
Outsourcing procedure?
2. Look for a business establishment/ institution in your locality and perform the following:
a. List down at least 5 business process existing in the business establishment.
b. Identify a business process that can be outsourced. To whom should this be
outsourced to?
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Activity #:
2
Date:
Activity Title:
Equipment in Contact Center Services
Score:
Objective:
Identify the different equipments in Contact Center Services.
Concept Notes:
Contact Center Equipments
- Call centers are the main way some businesses communicate with their customers. The
function of a call center can vary. Some are used for telemarketing to find new customers.
Other call centers provide tech support or handle customer complaints. But no matter what
a call center's purpose is, all call centers need to be fitted with some basic equipment.
Equipment
Personal Computer with Internet Connection
Function
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.
Personal Cubicle
This is your personal space. Conversation

with a customer is given much
importance and is treated with strict
confidentiality. With the use of the
personal cubicle, the customer on the
other line will not be able to hear the
conversational noise of your colleague.
A Typical Contact Center Representative

1. What do you think is the reason why customer data or information is treated with utmost
confidentiality among all Contact Centers?
2. Differentiate Traditional Telephone Lines with VOIP (Voice Over Internet Protocol).

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Activity #:
3
Activity Title:
Computer Basics
Objective:
Recall basic computer terminologies.
Concept Notes:
Date:
Score:
What is a computer?
- A computer is an electronic device that manipulates information, or data.
Components of a Computer System
1. Hardware is any part of your computer that has a physical structure, such as the
keyboard or mouse. It also includes all of the computer's internal parts.
2. Software is any set of instructions that tells the hardware what to do. It is what guides the
hardware and tells it how to accomplish each task. Some examples of software include web
browsers, games, and word processors.
Types
1.
2.
3.
4.
5.
of Computers
Desktop computers
Laptop computers
Tablet computers
Servers
Other types of computers
Desktop Computer Styles

1. PC: This type of computer began with the original IBM PC that was introduced in 1981.
Today, this is the most common type of personal computer, and it typically includes the
Microsoft Windows operating system.
2. Mac: The Macintosh computer was introduced in 1984, and it was the first widely sold
personal computer with a graphical user interface, or GUI (pronounced gooey). All Macs are
made by one company, Apple Inc., and they almost always use the Mac OS X operating
system.
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.
Exercise: Complete the concept map below.

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Comput
er
Softwar
e
________
________
________
Monitor
________
________
________

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Activity #:
4
Activity Title:
Basic Parts of a Computer
Objective:
Identify the basic parts of a desktop computer
Concept Notes:
Date:
Score:
Basic Parts of a Computer

- The basic parts of a desktop computer are the computer case, monitor, keyboard, mouse,
and power cord. Each part plays an important role whenever you use a computer.
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 touchpadalso called a trackpadis a touch-sensitive pad that lets
you control the pointer by making a drawing motion with your finger. Touchpads are
common on laptop computers.
Exercise: Label the parts.
2. _______
4. ______
1. ________
3. _______

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Activity #:
5
Date:
Activity Title:
Inside the System Unit
Score:
Objective:
Identify the different parts/components inside the system unit.
Concept Notes:
Components Inside the System Unit
1. CPU (Central Processing Unit)
The central processing unit (CPU), also called a processor, is located inside the
computer case on the motherboard. It is sometimes called the brain of the computer, and
its job is to carry out commands.
A processor's speed is measured in megahertz (MHz), or millions of instructions per
second; and gigahertz (GHz), or billions of instructions per second. A faster processor can
execute instructions more quickly.
2. Motherboard
The motherboard is the computer's main circuit board. It's a thin plate that holds
the CPU, memory, connectors for the hard drive and optical drives, expansion cards to
control the video and audio, and connections to your computer's ports (such as USB ports).
3. Power Supply Unit
The power supply unit in a computer converts the power from the wall outlet to the
type of power needed by the computer. It sends power through cables to the motherboard
and other components.
4. RAM (Random Access Memory)
RAM is your system's short-term memory. Whenever your computer performs
calculations, it temporarily stores the data in the RAM until it is needed.
This short-term memory disappears when the computer is turned off. If you're
working on a document, spreadsheet, or other type of file, you'll need to save it to avoid
losing it. When you save a file, the data is written to the hard drive, which acts as longterm storage.
RAM is measured in megabytes (MB) or gigabytes (GB). The more RAM you have,
the more things your computer can do at the same time.
5. Hard Drive
The hard drive on your computer is where the software is installed, and it's also
where your documents and other files are stored. The hard drive is long-term storage,
which means the data is still saved even if you turn the computer off or unplug it.
When you run a program or open a file, the computer copies some of the data from
the hard drive onto the RAM. When you save a file, the data is copied back to the hard
drive..
6. Expansion Cards
Most computers have expansion slots on the motherboard that allow you to add various
types of expansion cards. These are sometimes called PCI (peripheral component
interconnect) cards.
a. Video Card
The video card is responsible for what you see on the monitor. Most
computers have a GPU (graphics processing unit) built into the motherboard instead
of having a separate video card.
b. Sound Card
The sound card, also called an audio card, is responsible for what you hear in
the speakers or headphones.
c. Network Card
The network card allows your computer to communicate over a network and
access the Internet. It can either connect with an Ethernet cable or through a
wireless connection (often called Wi-Fi).
d. Bluetooth Card
Bluetooth is a technology for wireless communication over short distances.
It's often used in computers to communicate with wireless keyboards, mice, and
printers.

1. Compare and contrast the RAM and the Hard Drive?
2. How does the size of the RAM affect the performance of a computer in terms of speed?
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Activity #:
6
Activity Title:
The Mouse
Objective:
Manifest understanding about the Mouse.
Concept Notes:
Date:
Score:
The Mouse
- A mouse is a device used to move the mouse pointer around the screen. Usually two
buttons to select and activate features.
Mouse Parts
Scroll
Wheel
Left Click
Button
Right Way To Hold The Mouse
Right Click
Button
Plastic Casing
USB
Connector
Manipulating the Mouse

To move traditional mouse:
1. Grasp mouse with palm down, and index finger gently resting on first button
2. Slide mouse flat along desk
3. If run out of space on desk, lift mouse from desk and place in new position to continue
moving
To cancel any option: Click anywhere away from options being active.
Mouse Actions and Steps to Execute
1. Moving the Mouse With the mouse pointer being active on the desktop, move mouse device
anywhere on the desk. You will notice the pointer does the same.
2. Left Clicking - Point mouse cursor at item and then click the left mouse button to select the
item.
3. Right Clicking - Point mouse cursor at item and then click right mouse button to display
shortcut menu.
4. Double Clicking Clicking the left mouse button twice in rapid succession to initiate programs
or open files.
5. Scrolling The wheel on the mouse allows you to scroll up or down a document that is being
viewed. If you place your finger on the wheel and pull your finger towards the bottom of the
mouse, the wheel will spin and see what is lower on the document. Pushing the wheel towards the
top of the mouse will scroll the screen so you can see what is at the top of the document.
6. Drag and Drop - Move the mouse pointer over an item on the desktop. Hold down the left
button. While holding down the button, drag the mouse. Release the button to drop the item into a
new place on the screen.
7. Text Selection - Move the mouse to the beginning (or end) of a word. Click the left mouse
button and hold it down to start selecting. While the mouse button is held down, drag the mouse
over the text you want to select. Release the mouse button when done selecting the text.
Exercises: Identify the corresponding mouse action.

1. ______________________. You would like to see the newsfeed of your Facebook account.
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2.
3.
4.
5.
______________________. You
______________________. You
______________________. You
______________________. You
portion of your Desktop.
would
would
would
would
like
like
like
like
to save your Facebook profile pic to your computer.

to copy a Facebook post to your wall.
read the end paragraph of a long blog.
to move the Recycle Bin icon to the lower right
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:
The Keyboard Finger Assignment
Exercises:
A.
Identify the homekey of the following fingers:

1.
_______. Ring Finger (Right Hand)
2.
_______. Index Finger (Left Hand)
3.
_______. Thumb Finger (Left Hand)
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4.
5.
_______. Middle Finger (Left Hand)

_______. 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 ones typing speed test.
Concept Notes:
Typing Speed Test
- The minimum typing speed for a Contact Center Representative is 36 WPM (Words Per
Minute) as they need to converse with their callers while they are inputting information on
the computer.
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.
Text / Script
2 minutes
3 minutes
5 minutes
Speed: ___ WPM

Accuracy: ___ %
Speed: ___ WPM

Accuracy: ___ %
Speed: ___ WPM

Accuracy: ___ %
_____________________
__
Leaders Signature
_____________________
__
Leaders Signature
_____________________
__
Leaders Signature
Speed: ___ WPM

Accuracy: ___ %
Speed: ___ WPM

Accuracy: ___ %
Speed: ___ WPM

Accuracy: ___ %
_____________________
__
Leaders Signature
_____________________
__
Leaders Signature
_____________________
__
Leaders Signature
Speed: ___ WPM

Accuracy: ___ %
Speed: ___ WPM

Accuracy: ___ %
Speed: ___ WPM

Accuracy: ___ %
_____________________
__
Leaders Signature
_____________________
__
Leaders Signature
_____________________
__
Leaders Signature
Aesops Fables
Astronaut
Netiquette

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Activity #:
9
Activity Title:
Cultural Variables: Time Zones
Objective:
Manifest understanding on time zones.
Concept Notes:
Date:
Score:
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 (UTC12 to UTC+12).
- Based on Greenwich Mean Time (GMT)[citation needed], the mean solar time at longitude
0 (the Prime Meridian).
Time Line
UTC
-12 -11 -10 -9

-8
-7
-6
+6 +7 +8 +9 +10 +11
-5
-4
-3
-2
-1
+1
+2
+3
+4
+5
+12
The Philippine Standard Time (PHT)

- Is the official name for the time in the Philippines.
- Geographically, the Philippines lies within 11640 and 12634 east of the Prime Meridian,
and is physically located within the UTC+08:00 time zone.
- The Philippines shares the same time zone with Hong Kong, Macau, Singapore, most parts
of China, Taiwan, Malaysia, Brunei, central Indonesia, and Western Australia.
Time Conversion of One Time Zone to Another
- For easy conversion of time from one time zone to another, use the time line technique.
- Example: its 9:00PM in Manila (UTC +8), what time is it in California (UTC -8)?
1. Plot the base time zone (UTC +8) on the time line. Do the same for the looked up time zone.
???
(PST
)
9PM
(PHT
)
UTC
-12 -11 -10 -9

-8
-7
-6
+6 +7 +8 +9 +10 +11
-5
-4
-3
-2
-1
+1
+2
+3
+4
+5
+12
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 11A 12PM 1PM 2PM 3PM 4PM 5PM 6PM 7PM 8PM
(PHT
M
)
UTC
-12 -11 -10 -9

-8
-7
-6
+6 +7 +8 +9 +10 +11
-5
-4
-3
-2
-1
+1
+2
+3
+4
+5
+12
3. Therefore, if it is 9PM in Manila, Philippines (UTC +8), it is 5AM in California, USA (UTC -8).
Exercise: Answer what is asked.

1. What is the corresponding time in New York (UTC -5), if it is 11PM in Manila (UTC +8)?
Answer by using the time line.
2. What is the corresponding time in Seoul (UTC -9), if it is 11PM in Manila (UTC +8)? Answer
by using the time line.
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Activity #:
10
Activity Title:
Cultural Variables: Temperatures
Objective:
Manifest understanding on time zones.
Concept Notes:
Date:
Score:
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.
Converting Fahrenheit to Celsius
C=
F - 32
5
9
Example. 100F = ____ C

C=
100 32
C=
68
C=
340
9
C=
37.78
5
9
5
9
Exercises: Present the following Fahrenheit Temperatures into the Celsius scale.
1. 32F
2. 45F
3. 50F
4. 0F
5. -10F
6.

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Activity #:
11
Activity Title:
Currency Conversion
Objective:
Manifest understanding on currency conversion.
Concept Notes:
Date:
Score:
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
Philippines
USA
Mexico
South Korea
Japan
Singapore
Australia
Currency
Philippine Peso
US Dollars
Mexican Peso
Korean Won
Japanese Yen
Singaporean Dollar
Australian Dollar
Symbol
PHP
USD
MXP
KRW
JPY
SGD
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
4.00US
D
46.75PH
P
1.00US
D
187.00PH
P
4.00USD = 187.00PHP
Exercises: Answer what is asked.
1. Current KWR to PHP exchange rate is 0.45PHP, how much is 500.00KWR in PHP?
2. Current MXP to PHP exchange rate is 1.50PHP, how much is 1000.00MXP in PHP?
3. Current JPY to PHP exchange rate is 0.50PHP and the current SGD to PHP exchange rate is
11.00PHP, how much is 5000.00JPY in SGD?

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Activity #:
12
Activity Title:
The US Map
Objective:
Locate the different US states on the map.
Concept Notes:
Date:
Score:
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.

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Activity #:
13
Date:
Activity Title:
US States and Cities
Score:
Objective:
Identify the different states and its corresponding cities in the US.
Concept Notes:
US States and Cities
STATE
Alabama
Alaska
Arizona
Arkansas
California
Colorado
Connecticut
Delaware
Florida
Georgia
Hawaii
Idaho
Illinois
Indiana
Iowa
Kansas
Kentucky
Louisiana
Maine
Maryland
Massachusett
s
Michigan
Minnesota
Mississippi
Missouri
CAPITAL CITY
STATE
Montana
Nebraska
Nevada
New
Hampshire
New Jersey
New Mexico
New York
North
Carolina
North Dakota
Ohio
Oklahoma
Oregon
Pennsylvania
Rhode Island
South
Carolina
South Dakota
Tennessee
Texas
Utah
Vermont
CAPITAL CITY
Virginia
Washington
West Virginia
Wisconsin
Wyoming

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Activity #:
14
Activity Title:
The Internet
Objective:
Manifest understanding on the Internet.
Concept Notes:
Date:
Score:
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.
Two Main Types of Computer Networks
1. LAN (Local Area Network)
A LAN is two or more connected computers sharing certain
resources in a relatively small geographic location, often in the same
building. Examples include home networks and office networks.
2. WAN (Wide Area Network)
A WAN typically consists of two or more LANs.
The computers are farther apart and are linked by
telephone lines, dedicated telephone lines, or radio
waves. The Internet is the largest Wide Area Network
(WAN) in existence.
Servers Versus Clients
1. Server
A server is a computer that "serves" many
different computers in a network by running
specialized software and storing information. For example, webpages are stored on servers.
2. Client
When you access a webpage, your computer is acting as a client. A client runs
familiar software such as web browsers or email software, and it communicates with the
server to get the information it requires.
In order for your browser to display a webpage, it requests data from the server
where the page is stored. The server processes the request, then sends the data to your
browser, where it is displayed.
The World Wide Web
When most people think of the Internet, the first thing they think about is the World Wide
Web. Nowadays, the terms "Internet" and "World Wide Web" are often used interchangeablybut
they're actually not the same thing.
- The Internet is the physical network of computers all over the world.
- The World Wide Web is a virtual network of websites connected by hyperlinks (or "links").
Websites are stored on servers on the Internet, so the World Wide Web is a part of the
Internet.
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.
Exercises. Answer what is asked.

1. What are the services offered by the Internet?
2. What are the positive and negative effects of Internet in terms of communication?

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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.
Strategies in Searching Over Search Engines
1. Take suggestions. As you're typing your search terms, the search engine will try to guess
what you're searching for, and it will show a list of search suggestions (which are similar to
related searches, except they happen while you're typing). These can give you ideas for
search terms that you may not have thought of.
2. Search phrases. Put quotes around a phrase so each word in the phrase isn't searched for
separately. For example, if you put quotes around "sugar cookies", the search engine
searches for that entire phrase in a webpage. However, if you simply type sugar cookies,
the search engine searches for each of the words individually, and it will find recipes for
other types of cookies that have sugar in the ingredients.
3. Exclude words. Use a hyphen (-) at the beginning of a word to exclude search results
containing it. For example, macaroni -cheese. Note that there is a space before the hyphen,
but not after it. In many search engines the word NOT (in all caps) is used, as in macaroni
NOT cheese.
4. Use OR. You can use OR (all caps) to include either of two search words. For example, soup
recipe tofu OR fish should return recipes for soup that contain tofu or fish (or both). You
could also search for soup recipe tofu OR fish OR chicken OR beef.
5. Get help. Go to your search engine's Help page for more tips.
Exercises. Perform search techniques to the following topics.

1. What is human blood?
2. What are the other different adobo recipes except the chicken adobo?

San Agustin NHS
Sagbayan
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ph
M +63.923.346.6665

DLP Activity Sheets in TLE 7/8 - ICT Contact Center Services Exploratory

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DLP Activity Sheets in TLE 7/8 - ICT Contact Center Services Exploratory

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Activity Sheet in TLE 7/8 ICT, Contact Center Services NC II (Exploratory)

BPO (Business Process Outsourcing)

Exercise: Discuss briefly.

Mr. Fernando B. Enad

Activity Sheet in TLE 7/8 ICT, Contact Center Services NC II (Exploratory)

IP Phone with Headset

This is where the call comes in. It uses

This is your personal space. Conversation

A Typical Contact Center Representative

Exercise: Discuss briefly.

Mr. Fernando B. Enad

Activity Sheet in TLE 7/8 ICT, Contact Center Services NC II (Exploratory)

Desktop Computer Styles

Mr. Fernando B. Enad

Activity Sheet in TLE 7/8 ICT, Contact Center Services NC II (Exploratory)

Mr. Fernando B. Enad

Activity Sheet in TLE 7/8 ICT, Contact Center Services NC II (Exploratory)

Basic Parts of a Computer

Mr. Fernando B. Enad

Activity Sheet in TLE 7/8 ICT, Contact Center Services NC II (Exploratory)

Mr. Fernando B. Enad

Activity Sheet in TLE 7/8 ICT, Contact Center Services NC II (Exploratory)

Exercise: Discuss briefly.

Activity Sheet in TLE 7/8 ICT, Contact Center Services NC II (Exploratory)

Mr. Fernando B. Enad

Activity Sheet in TLE 7/8 ICT, Contact Center Services NC II (Exploratory)

Right Way To Hold The Mouse

Manipulating the Mouse

Exercises: Identify the corresponding mouse action.

Activity Sheet in TLE 7/8 ICT, Contact Center Services NC II (Exploratory)

to save your Facebook profile pic to your computer.

The Keyboard Finger Assignment

Identify the homekey of the following fingers:

Activity Sheet in TLE 7/8 ICT, Contact Center Services NC II (Exploratory)

_______. Middle Finger (Left Hand)

Speed: ___ WPM

Speed: ___ WPM

Speed: ___ WPM

Speed: ___ WPM

Speed: ___ WPM

Speed: ___ WPM

Speed: ___ WPM

Speed: ___ WPM

Speed: ___ WPM

Mr. Fernando B. Enad

Activity Sheet in TLE 7/8 ICT, Contact Center Services NC II (Exploratory)

-12 -11 -10 -9

The Philippine Standard Time (PHT)

-12 -11 -10 -9

-12 -11 -10 -9

Exercise: Answer what is asked.

Activity Sheet in TLE 7/8 ICT, Contact Center Services NC II (Exploratory)

Example. 100F = ____ C

Mr. Fernando B. Enad

Activity Sheet in TLE 7/8 ICT, Contact Center Services NC II (Exploratory)

Mr. Fernando B. Enad

Activity Sheet in TLE 7/8 ICT, Contact Center Services NC II (Exploratory)

Mr. Fernando B. Enad

Activity Sheet in TLE 7/8 ICT, Contact Center Services NC II (Exploratory)

Mr. Fernando B. Enad

Activity Sheet in TLE 7/8 ICT, Contact Center Services NC II (Exploratory)

Exercises. Answer what is asked.

Mr. Fernando B. Enad

Activity Sheet in TLE 7/8 ICT, Contact Center Services NC II (Exploratory)