BRIDGING LOCAL STANDARDS AND GLOBAL COMPETENCIES: ASSESSING CONTACT CENTER SKILLS BASED ON TESDA NC II FRAMEWORK

This study investigated the alignment of students’ competencies with the TESDA Contact Center Services NC II standards, recognizing the growing demand for globally competitive communication and service skills in the business process outsourcing (BPO) industry. Using a descriptive-quantitative research design, 69 BSICC students from both the third and fourth years were assessed through a structured questionnaire based on TESDA’s Training Regulations. The evaluation focused on three key domains: Basic, Common, and Core Competencies. Data were analyzed using frequency, percentage, and mean scores. Findings revealed that the majority of respondents were female and had prior experience in contact center training,…

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  College of Humanities and Social Sciences, United Arab Emirates University