What is this Course?

CONTACT CENTER SERVICES NCII





​Trainee Entry Requirements






Competency Assessment & Certification



​Career
The Contact Center Services CCS NC II Qualification consists of competencies that a person must achieve to interact with customers and assisting them with their concerns  about products and services. It also covers handling of customer’s complaints, inbound customer service, order taking and inquiry response handling, and outbound telemarketing. Furthermore, trainees will learn the nature of Business Process Outsourcing and Industry culture. Finally, the school gives an Institutional Assessment after the training is complete.
​
A trainee who passes the Assessment will receive a National Certificate from TESDA which deems him/her qualified to work for Call Center or BPO industries. The certificate is also an addition to the trainees’ credentials.
Trainees or students wishing to gain entry into these qualifications should possess the following requirements:
  • Must have completed at least 10 years basic aducation or an ALS certificate of achievement with grade 10 equivalent holder 
  • Must be able to communicate in English both orally and in written form
  • Must be physically, emotionally, psychologically and mentally fit
Students enrolled in Contact Center Services NCII course may be required to undergo a Institutional Assessment before graduation. A TESDA National Certificate  will be issued to students who passed this assessment.
Qualified graduates of Contact Center Services NC II can find employment either as a customer service representative or as a telemarketer .

​Training Arrangements
These guidelines are set to provide the Technical and Vocational Education and Training (TVET) providers with information and other important requirements to consider when designing training programs for Contact Center Services NC II.

 CURRICULUM DESIGN 
Course Title:                      CONTACT CENTER SERVICES      NC Level: NC II
Nominal Training Hours:                  18  Hours   (Basic Competencies) 
                                                                +  18  Hours   (Common Competencies)
                                                                  108  Hours   (Core Competencies)
                                                                   ---------------------------------------
                                                                    144  Hours  -  TOTAL (18 Days)
Course Description:     
 
This course is designed to develop the basic and common knowledge, skills, and attitudes of a Contact Center Services Provider in accordance with industry standards. It covers the basic, common and core competencies. Specifically, it includes competencies such as - communicate effectively in English for customer service, demonstrate ability to effectively engage customers and perform customer service delivery processes.

COMPETENCIES
Basic Competencies
  • Participate in workplace communication
  • .Work in a team environment
  • Practice career professionalism
  • Practice occupational health and safety
Common Competencies​
  • Apply quality standards
  • Perform computer operations
Core Competencies
  •  Communicate Effectively in English for Customer Service
  •  Perform customer service delivery processes
  •  Demonstrate ability to effectively engage customers