9/10

Technology &
Livelihood
Education (TLE)
ICT – Contact Center Services
Quarter 2 - Week 1-2

1
Technical-Vocational Livelihood – Grade 9/10
Self-Learning Module
Week #1-2 - Module # 1-2
First Edition, 2020

Republic Act 8293 section 176 states that: No copyright shall subsist in
any work of the Government of the Republic of the Philippines. However,
prior approval of the government agency or office wherein the work is
created shall be necessary for exploitation of such work for profit. Such
agency of office may, among other things. Impose as a condition the
payment of royalties.

Borrowed materials (i.e., songs, stories, poems, photos, brand names,

trademarks, etc.) included in this book are owned by their respective
copyright holders. Every effort has been exerted to locate and seek
permission to use these materials from their respective copyright owners.
The publisher and authors do not represent nor claim ownership over them.

DEVELOPMENT TEAM OF THE MODULE

Writers : Vonn Clyde C. Nuñez

Editor : Mercedita Sumalinog, District 8
Editor 2, Designation
Reviewers : Reynold Q. Velos, EPSVR, EPP/TLE/TVL
Illustrator : Mar Onell C. Booc, Teacher II
Layout Artist : Mar Onell C. Booc, Designation
Plagiarism Detector Software : PlagiarismDetector.com
Grammarly Software : CitationMachine.com
Management Team:
Schools Division Superintendent : Dr. Wilfreda D. Bongalos CESO V
Assistant Schools Div. Superintendent : Dr. Marcelita S. Dignos CESO VI
Chief Education Supervisor, CID : Dr. Oliver M. Tuburan
Education Program Supervisor, LRMDS : Mrs. Teresita A. Bandolon
Education Program Supervisor, TLE : Reynold Q. Velos
Department of Education – Regional Office 7
DepED-Division of
Lapu-Lapu CIty
Office Address :
B. M. Dimataga
Street, Poblacion,

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 Lapu-Lapu City
Telefax : (032) 340 7887
E-mail Address : [email protected]

Property of DepED-Division of Lapu-Lapu City | www.depedlapulapu.net.ph | (032) 340-7354

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 INTRODUCTORY MESSAGE

For the facilitator:

Welcome to the (Contact Center Services) Self-Learning Module on

(Voice in Communication)!

This module was collaboratively designed, developed and reviewed by

educators both from public and private institutions to assist you, the
teacher or facilitator in helping the learners meet the standards set by the K
to 12 Curriculum while overcoming their personal, social and economic
constraints in schooling.

This learning resource hopes to engage the learners into guided and
independent learning activities at their own pace and time. Furthermore,
this also aims to help learners acquire the needed 21 st century skills while
taking into consideration their needs and circumstances.

As a facilitator, you are expected to orient the learners on how to use

this module. You also need to keep track of the learners’ progress while
allowing them to manage their own learning. Furthermore, you are expected
to encourage and assist the learners as they do the tasks included in the
module.

For the learner:

Welcome to the Technical - Vocational-Livelihood 11 Self-Learning

Module on (Voice in Communication )

The hand is one of the most symbolized part of the human body. It is
often used to depict skill, action and purpose. Through our hands we may
learn, create and accomplish. Hence, the hand in this learning resource
signifies that you as a learner is capable and empowered to successfully
achieve the relevant competencies and skills at your own pace and time.
Your academic success lies in your own hands!

This module was designed to provide you with fun and meaningful
opportunities for guided and independent learning at your own pace and
time. You will be enabled to process the contents of the learning resource
while being an active learner.

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HOW TO USE THE MODULE
The following are some reminders in using this module:

1. Use the module with care. Do not put unnecessary mark/s on any part
of the module. Use a separate sheet of paper in answering the exercises.

2. Don’t forget to answer What I Know before moving on to the other

activities included in the module.

3. Read the instruction carefully before doing each task.

4. Observe honesty and integrity in doing the tasks and checking your
answers.

5. Finish the task at hand before proceeding to the next.

6. Return this module to your teacher/facilitator once you are through

with it.

If you encounter any difficulty in answering the tasks in this module,

do not hesitate to consult your teacher or facilitator. Always bear in mind
that you are not alone.

We hope that through this material, you will experience meaningful

learning and gain deep understanding of the relevant competencies. You can
do it!

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 Lesson 1 and 2 – VOICE IN COMMUNICATION

What I Need to Know

This will give you an idea of the skills or competencies you are expected to learn
in the module.

This lesson is designed and written with you in mind. It helps you to
explore the context of Voice. The scope of this module covers different
learning activities as a learning support to strengthen your understanding
on this lesson. The words used are in the students’ level and arranged
logically to the standard sequence of the course.
At the end of this module, you should be able to:
Content Standards:
A. Demonstrate an understanding of concepts and principles in
communicating effectively in English.
Performance Standards:
A. The learners shall be able to demonstrate the proper skills of
communicating effectively in the English language in accordance
with company policies.
Learning Competency:
TLE_ICTCC9-12CEIIa-j-3
1. Identify the importance of voice and accent in the contact center industry
2. Use correct vocal techniques to enhance message reception

What I Know

This part includes an activity that aims to check what you already know about
the lesson to take. If you get all the answers correctly (100%), you may decide
to skip this module.
Pre-Test 3.1 Directions. Identify the concept applied in the following situation.

Tone Voice Pitch Rate Volume

1. Carl has 120 words per minute recorded during the conversational test.
2. Thrisha talks to her boss with a voice that is professional yet empowering.
3. Julie protected her voice since it is her very emblem as a call center agent.
4. Glyzel cannot properly hear the voice of the customer since it is so soft.
5. Armel calls with a high voice his workmate since the office is noisy.

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 Refer to Answer Key

What’s In

This is a brief drill or review to help you link the current lesson with the
previous one.

Directions. Read the following sentence based on the suggested emoticons.

Then, answer the questions that follow.

Thank you for calling GFRT

Please wait a moment while I

transfer your call.

Press 1 if you wish to talk to our

customer representative
1. Why do you think it is good to have proper emotion while reading the
sentences?
___________________________________________________________________________
___________________________________________________________________________
2. What happen to the message if you read fast, slow, too loud, or too soft?
___________________________________________________________________________
___________________________________________________________________________

- Icon Source: Flores, Gerald Niel C (2020)

What’s New

In this portion, the new lesson will be introduced to you in various ways; a
story, a song, a poem, a problem opener, an activity or a situation.

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Directions. Read the poem carefully. Then, answer the questions that follow.

When I am an old woman I shall wear purple

With a red hat which doesn’t go, and doesn’t suit me.
And I shall spend my pension on brandy and summer gloves
And satin sandals, and say we’ve no money for butter.
I shall sit down on the pavement when I’m tired
And gobble up samples in shops and press alarm bells
And run my stick along the public railings
And make up for the sobriety of my youth.
I shall go out in my slippers in the rain
And pick flowers in other people’s gardens
And learn to spit.

You can wear terrible shirts and grow more fat

And eat three pounds of sausages at a go
Or only bread and pickle for a week
And hoard pens and pencils and beermats and things in boxes.

But now we must have clothes that keep us dry

And pay our rent and not swear in the street
And set a good example for the children.
We must have friends to dinner and read the papers.

But maybe I ought to practice a little now?

So people who know me are not too shocked and surprised
When suddenly I am old, and start to wear purple.
Jenny Joseph
from Selected Poems (Bloodaxe, 1992)
[ CITATION Jos20 \l 13321 ]

Processing Questions:

1. What is the tone of the poem? Is she joyful? Too formal?

___________________________________________________________________________
___________________________________________________________________________

2. Does the poem dictate the tone or does the tone dictate the poem? Why do
you think so?
___________________________________________________________________________
___________________________________________________________________________

What Is It

This section provides a brief discussion of the lesson. This aims to help you
discover and understand new concepts and skills.

Voice is one of the important assets as a customer service

representative. To have a successful transaction, he needs to consider his
voice. A good customer representative shows the ability to talk to their

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customers properly by using the right tone, pitch, rate, and volume since
most of the calls happen over the telephone or cellular phones.

To guarantee successful communication, Dr. Albert Mehrabian, a

UCLA professor, introduced a 7-38-55 % rule. A successful communication
attained with 7 % spoken words, 38% voice, tone, and 55 % body language.
So, nonverbal cues play a vital role in communication.

As a customer service representative, you should harness this to

become a successful agent. Let us explore tone, pitch, rate, and volume
through these definitions

rise and fall of your voice

how you say it Example: sad, Example: High pitch (angry)
angry, formal, informal, Low pitch (sad)
casual

Tone Pitch

Volum
Rate
Words spoken per minute (pacing) e loudness or softness
Example: Fast(anger/impatient )
Slow (disinterest) If place is large (loud)
If place is small (soft)

Tone of Voice

Remember that you are answering the phone, so your voice

contributes a lot during the conversation. Imagine you are a customer, and
you listen to an agent that is rude or dull. You will not listen to that person
instead you wish that the transaction will be over soon. As a result, the
reputation of the company is at stake.

Improving Tone of Voice [ CITATION Vuj20 \l 13321 ]

1. Be positive at the beginning of the call

The moment you pick up the telephone, you should answer the
customer with warm greetings. This act will build a positive vibe during the
conversation.

Example: Good Day! My name is _______ and I am calling from Cancetex!

Now, practice this line using a welcoming tone.

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2. Give a sincere apology

Remember, customers, are always right. Even if they are so annoyed

and they yelled at you. Remember to remain to compose. Meaning, stop
defending yourself that it is not your fault. You need to understand the
customer by showing to them that you understand what they feel. You need
to show to them that their interest is your top priority. Giving sorry even if it
is not your fault does not make you less instead you are showing your
sympathy over the situation!

Now, let us practice!

Example:

My apologies for the delay with our courier, Ma’am. May I have your
tracking number so I can check it in our system?[ CITATION Izu20 \l
13321 ]

3. Remain calm

In a situation that you feel you are attacked and you wanted to defend
yourself, you need to stay calm. Customers can feel that you are defending
because you are not using the appropriate tone. If you wanted to explain
yourself then you are making the situation worse.

If you meet this situation towards your customers, you should be a

nice listener. Take a deep breath, show your interest that you understand
the situation, and learn to control your emotion.

Now, let us practice! Imagine you talk with an annoyed customer.

Read this line and stay calm.

Example: My apologies that the courier failed to contact you regarding the
longer delivery time. You may visit the merchant site and enter your
tracking number below on our website. This will help you to know about
your transaction. More on that, I will take some notes here regarding the
concern so that our production department will respond to this matter.

Note! The tone of the voice matters. This will help the conversation to have a
smooth deal of the topic.

Volume of Voice

What a tough situation where a customer is speaking loudly and you

wanted to raise your voice but you are afraid you will be misinterpreted by
your customer so you decided to refrain from it.

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 Go back to the poem. Which part of the poem needs a loud voice while
reading? Which part needs to be quiet? Do we need to vary the volume of
our voices in each line? Why do we need to vary it?

How will you read these lines?

a. Her grandfather died this morning.

b. I want a new cellphone.

In science, Amplitude is the strength of the wave signal. higher the

amplitude interpreted as high volume and the lower the amplitude
interpreted as low or quiet volume [ CITATION Lum12 \l 13321 ].

Steps to do in considering appropriate volume:

1. Is the conversation confidential, make someone feel uncomfortable or the

information is private matters?

If yes, you should speak quietly. You need to be more attentive over
the matter in which customers appreciate the act.

2. Is the customer asking for clarification or they have a hard time hearing
what you are saying?

If yes, you should match the customer’s volume.

Tip: If the customer is raising their voice, you should maintain the volume of
your voice. Never raise your voice!

Rate of Voice

Read the lines below in three different styles ( finish it in 15 seconds,

30 seconds, and one minute). Let’s do it!

“Good day, my name is _________ and I am calling from Solar

Institute. You recently registered for our sales program. I would like your
expectations of the program you are joining. What are your preparations?”

Now, read again the lines but you need to count all the words you
finish in 15 seconds, 30 seconds, and one minute.

How was it? Do you feel breathless because it is too fast? How about a
longer time? Is it too slow?

A fast pace and a slow pace of conversation have different effects on

the listener. A fast talker gives bewilderment to the listener and cannot
understand your message. On the other hand, a slow talker seems boring
and makes listeners disinterested. This concept is called rate. This is
calculated on the number of words per minute. The ideal rate of speech is
130-170 words per minute [ CITATION Gan17 \l 13321 ].

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 Here are the suggested techniques for your pacing of words

If you speak fast, pause, and emphasize words. You need to stop if
you see a period or short pause if there is a comma. If you want to
emphasize a certain word because you think that is important for the
listener to get then clearly pronounce the word so that this will emphasize. If
you speak too slow, you should be careful about how long you pause. Most
likely you need to pause for a second if you see a comma or two-three
seconds if you see a period. Do not pause now and then.

Practice the suggested steps in these lines:

Good day, my name is _____ and I am from Moon Life Health

Insurance. You recently completed the monthly contribution to your health
insurance. I would like to know if you are interested in avail of our other
insurance on a long-term basis like life insurance? (listen to your customer)

I am glad you are interested to know the details of the life insurance. I
also want to use this opportunity to inform you that as a member of health
insurance you are entitled to a free health check-up to our partner clinics
and hospitals. If you wish to avail, I am happy to assist you in our online
registration to make your account active for fast transaction. (listen)

Thank you for your time, Ma’am. Have a good day!

Pitch of Voice

The pitch of the voice is low and the high of voice. Like the musical
notes, there is a high and low placement of each tone. Pitch refers to the
frequency of the sound waves in the vocal folds. A high pitch means a fast
vibration while a low pitch means a slower vibration [ CITATION Lum12 \l
13321 ].

Pitch Changes

Rising Intonation (pitch rises) Falling Intonation (pitch falls)

Dipping Intonation (falls, then rises) Peaking Intonation (rises, then

falls)

Lets practice!

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1. He’s coming soon!

2. Good mor ning!

See how the pitch creates different meanings. As a customer

representative, avoid monotony, speaking with one pitch. Try to consider a
variety of pitch in emphasizing words or an important message you would
like to inform your listener.

What I Have Learned

This includes questions or blank sentence/paragraph to be filled into

process what you learned from the lesson.

Directions. Rate how to agree or disagree are you on the given statements
below about voice in communication. Tick ( / ) the box clearly.

Statements Agree Disagree

1. One pitch on a conversation sound boring.

2. A fast talker gives confusion to the listener.

3. When a customer is angry, never loud your voice.

4. Tone of a voice changes the meaning of the

message you like to express.

What I Can Do
This section provides an activity which will help you transfer your new
knowledge or skill into real life situations or concerns.

Directions. Read the script below. Apply proper voice observing tone,
volume, pitch, and rate to have a successful transaction with the customer.
Now, practice!

Hi, this is _____ with Bookkeeping First Company. Can I speak with the
CEO or the business owner? (listen)

How are you? (listen)

We were reaching out to you because we were calling business owners in

your area to see if you need help with your financial books or your
accounting. Script Made by Jyno Paolo Babatuan (2020)

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 What’s More
This comprises activities for independent practice to solidify your
understanding and skills of the topic. You may check the answers to
the exercises using the Answer Key at the end of the module.

Directions. Read the script below. Grab your phone and try recording this.
Apply proper voice observing tone, volume, pitch, and rate to have a
successful transaction with the customer. Then listen to your recording and
answer the questions below.

Hi, this is Jessica calling from Winm3dia Inc here in Toronto,

I wanted to follow up on my email in regard to our two featured products:
The temperature Kiosks and our hand sanitizer
Love to set up a discovery call and to see which package best fits for you

You can reach me at 647 360 7222 or via email it's

[email protected] be safe!
change E into 3. Let me spell it for you
-Script Made by Ana Mae Adolfo (2020)

Processing Questions:
1. After hearing your voice, what are the things you need to improve?
_________________________________________________________________________
_________________________________________________________________________
2. Which part of the script you are having a problem? Why do you think so?
_________________________________________________________________________
_________________________________________________________________________
3. During the recording, what element of voice you think is challenging for
you to apply in reading the script? How will you improve yourself on this
challenge?
_________________________________________________________________________
_________________________________________________________________________

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 Assessment

This is a task which aims to evaluate your level of mastery in

achieving the learning competency.
Directions: Record the given script below using your cellphone. Apply the
proper elements of voice in communication. The rubric on how you will be
graded follows. Send your voice records in my Facebook messenger.

Script: (DO NOT READ the BOLD text during your recording)

Hello its Jessica, calling from Win M3dia Incorporated Here in Toronto,

How are you?(sound cheerful, happy)

IF HE ASKS BACK:
I’m good, thank you for asking

I wanted to follow up on our email about our business and covid-19

products like temperature and hand sanitizer kiosks. Listen, we do have a
Covid 19 products that I`m not selling anything
Did you receive it by the way?
GREAT! So what product are you most interested in?

-------------------------------------------------------------------------------------------
-
- if the customer doesn't recognize us

we manufacture kiosks, software, and robotics.

We do a lot of work with companies like you, we have what is called a
reseller campaign,
maybe you have seen us at a trade show, We specialize in the design of
interactive digital displays and kiosks while providing custom software.
-------------------------------------------------------------------------------------------
-------------------------
IF CUSTOMER IS INTERESTED.
I would love to set up a quick 15- minute discovery call, with one of our
marketing team members or our CEO Antonio Parente a great guy,
he’ll be happy to answer any of your questions and go over the benefits
and also offer you a special price.
-------------------------------------------------------------------------------------------
------------------
REBUTTALS

We have a special right now for 15% off

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And lease to own for as low as 85 tops $100 per month, per product

I AM REACHING OUT TO SET UP A DISCOVERY CALL TO SHOWCASE TO

YOU OUR NEW PRODUCTS AND SOFTWARE

WE DO A LOT OF WORKS IN YOUR INDUSTRY AND HAVE MANY

COMPANIES WHO ARE VERY SUCCESSFUL USING OUR PRODUCTS
AND MAKING A LOT OF MONEY

We do a lot of work with companies like you, we have what is called a

reseller campaign,
maybe you have seen us at a trade show, we specialize in the design of
interactive digital displays and kiosks while providing custom software.
-------------------------------------------------------------------------------------------
-------------------------------

Our products can be used to help diagnose, screen, control in’s & out’s,
track, interview potential patients, and we see them as a great solution for
hospitals, public places, and businesses. State-of-the-art technology with
face recognition, sensors, biologically and temperature gauges.

There`s a lot of benefits, and desired features that our product

(temperature at kiosk is offering. that you can see it on our website.

Our Non-contact automatic hand sanitizer powered with our BM3 Digital
signage software. Added features like touch with engaging software for
interactive ads.
-------------------------------------------------------------------------------------------
-------------------------
Script Made by Ana Mae Adolfo (2020)

RUBRIC
Criteria Excellent Very Satisfactory Fairly Needs
(10 points) Satisfactory (6 points) Satisfactory Improvement
(8 points) (4 points) (2 points)
Tone Applied There are There are 9-12 All
tone 2-5 6-8 sentences sentences
properly sentences sentences missed have no
in all the missed missed applying application
sentences applying applying proper of proper
proper tone proper tone tone of voice
tone
Rate The Pacing is Pacing is Minor Talks so
pacing is good and average errors are slow or too
excellent. only minor and few observed. fast in the
errors are errors are Too fast entire
observed observed mostly. recording.

xvi
Volume Volume Volume is Some 1-3 Cannot hear
varies as appropriat parts are sentence properly or
text e and a little too applies it is too loud
changes. consistent soft/too proper
loud volume
Pitch Pitch Applies Some Only 2 The entire
varies appropriat lines do lines conversation
with e pitch not have applied has one
emphasis type the proper proper pitch only.
on proper pitch pitch
words.

References

Izuora, Chinazom Elizabeth. 2020. woculus. August 28. Accessed November 12,
2020. https://www.woculus.com/customer-service-telephone-scripts-to-
sound-professionals/.
Joseph, Jenny. 2020. Scottish British Library. Accessed November 12, 2020.
https://www.scottishpoetrylibrary.org.uk/poem/warning/.
2012. Lumen Learning. December 21. Accessed November 12, 2020.
https://lumen.instructure.com/courses/218897/pages/linkedtext54272?
module_item_id=5007142.
Neetu, Ganapathy. 2017. Conversation Matters. 25 July. Accessed November 12,
2020. https://iwishicouldspeaklikethat.wordpress.com/2017/07/25/how-
your-voice-contributes-to-your-success-rate-of-speech/#:~:text=Rate%20of
%20speech%20is%20calculated,words%20(Dlugan%2C%202012).
Vujasin, Milica. 2020. paldesk. September 21. Accessed November 12, 2020.
https://www.paldesk.com/the-importance-of-tone-of-voice-in-customer-
service/#:~:text=The%20ability%20to%20talk%20to,takes%20the%20tone
%20of%20voice.

https://znnhs.zdnorte.net/wp-content/uploads/2020/10/Sci10_Q1_W4-1.pdf

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