College for Research & Technology of
Cabanatuan
Burgos Avenue, Cabanatuan City 3100
Tel. 463-2735 463-2697 600-2200 e-mail: [Link]@[Link]
Name: _________________________
Year & Course: __________________
SIMULATION (CULMINATING ACTIVITY) IN GE102
FOR FINAL TERM
As stated in the course description of Purposive Communication class, this course subject is embedded
with Contact Center Services NCII where students are expected to acquire basic information and skills needed
as a customer service representative.
For the final term of this class, students will be asked to perform or demonstrate the skill needed to be
acquired or demonstrated by a customer service representative as taught by their respective instructors. The
following will be used as basis for the simulation:
Basic Computer Literacy Skill (Typing Skill)
Typing speed is one of the basic tests in a call center. Many call centers allow you to pass
with a 20-30wpm (words per minute) typing speed. Non-voice accounts require a higher
Description
typing speed. However, it's always good to improve your typing speed because the faster
you are at working the easier your job will be.
Students will be asked to undergo typing speed test via [Link]
Maximum 8% mistakes would be permissible to pass the test, meaning thereby that
Instructions at least 92% accuracy is required in addition to the typing speed. This means that
every student should at least reach 30 words per minute which will be divided into
Easy Text, Medium Text and Hard Text.
Weight This part will comprise 15% of the Final Score for the simulation.
Interview
An interview is a chance to make a great first impression and show your skills and value to
the panel. BPO interview questions and answers can give you an idea of what to expect
Description
and the nature of the job. BPO interviews are not easy; they require knowledge and good
communication skills.
Students will be asked to undergo a one-on-one interview where they will be asked
Instruction to answer at least three questions in relation to BPO industry.
Students will be encouraged to answer each question using English language.
Weight This part will comprise 25% of the Final Score for the simulation.
Proper Attire
A call center dress code is a set of rules that specifies the required manner of clothing
employees at a call center must wear. A dress code provides a sense of belonging and
Description
creates an atmosphere of uniformity. It gives employees a method to identify themselves
as a part of a team working towards one purpose.
Students will be asked to wear a business casual or casual business attire which combines
Instruction
traditional business attire with a more relaxed yet professional style.
Weight This part will comprise 10% of the Final Score for the simulation.
Simulation Proper
A call center script, or customer service script, is a document that outlines what an agent is
supposed to say in response to a specific scenario. A script guides agent through customer
calls, helping to reduce errors and increase efficiency. It’s important to note that call center
Description
scripts aren’t supposed to sound robotic. They’re carefully and thoughtfully written, and
agents often adapt them to fit their own customer service voice and sound more
conversational.
Students will be asked to review and as much as possible, recite the script to be
given by their instructors in relation to Inbound and Outbound Call (both will be
performed).
Instruction For those with Contact Center Laboratory, this should be done with the use of
application to be installed (name of the app), earphones/headphones with
mouthpiece and a noise-free area. This can be done in the computer laboratory or
face-to-face.
Weight This part will comprise 50% of the Final Score for the simulation.
RUBRICS FOR SIMULATION
College for Research & Technology of
Cabanatuan
Burgos Avenue, Cabanatuan City 3100
Tel. 463-2735 463-2697 600-2200 e-mail: [Link]@[Link]
CRITERIA Exemplary Good Acceptable Unacceptable
( 91-95 ) ( 86-90 ) ( 81-85 ) ( 75-80 )
The student was The student was able The student was able The student does not
Conversational skills
able to show and to show and to show and show and demonstrate
demonstrate demonstrate good demonstrate communication skill.
exemplary communication skill. acceptable Lack of preparation is
(50%)
communication skill. The student seldomly communication skill. clearly evident.
The student does stutter in performing The student stutter
not stutter in as a customer and shows
performing as a service relation uneasiness in
customer service officer. performance.
relation officer.
The student was The student was able The student The student does not
Speaking skill
able to speak to speak fluently with somehow speaks speak fluently with
fluently with no minimal grammatical fluently with evident numerous grammatical
(35%)
grammatical error error while doing grammatical error errors while doing
while doing rebuttals rebuttals or ad lib in while doing rebuttals rebuttals or ad lib in the
or ad lib in the the performance. or ad lib in the performance.
performance. performance.
The student was The student was able The student delivers The student does not
of script (15%)
Memorization
able to memorize to memorize and and executes the memorize the flow of
and exemplary satisfactorily delivers content of the script the script.
delivers and and executes the with numerous
executes the content content of the script errors.
of the script with no with minimal error.
error.
RUBRICS FOR INTERVIEW
CRITERIA Exemplary Good Acceptable Unacceptable
( 91-95 ) ( 86-90 ) ( 81-85 ) ( 75-80 )
Students were able Students were able Students provided Student provided poor
to provide clear to provide clear clear answers for answers and was not
Content of the
answer (50%)
answers for every answers for every every question and clear with the
question, coherent question and enough sometimes provided information included on
and with enough information but lacks poor or short it.
information that coherence of answers that left
helped the thought. unfinished.
comprehension of
the exercise.
Student expressed Student expressed Student expressed Student pronounced
himself/herself in himself/herself in himself/herself in vocabulary with
pronunciation
Delivery and
his/her answer with his/her answer with his/her answer well limitations and
exact, clear and exact, somehow enough, despite inaccurately whereas
(35%)
effective clear and effective some limitations to delivery of the answer
pronunciation where pronunciation where be clearly is not also evident.
the delivery of the the delivery of the understood.
answer is evident. answer is somehow
evident.
Student used the Students used some Students used words Students did not use
word (15%)
Choice of
right words for the words that are not that are not clear the proper words which
interview which elicit clear which somehow which affects the greatly affects the
the rightful answer affects the right right answer for each required answer.
for each question. answer for each question.
question.