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, with all participants having completed contact center-related courses. Overall, students achieved a Satisfactory level of performance across all domains. They exhibited strong skills in teamwork, communication, and professionalism—competencies that are highly valued in international workplaces. However, there remains a need for further development in technical operations, confidence, and fluency, particularly to meet the standards expected by global employers in the outsourcing and customer service sectors. These findings underscore the importance of continuously enhancing the curriculum to better prepare students for international career opportunities. By aligning training outcomes not only with national but also global industry standards, higher education institutions can equip graduates with the competencies necessary to thrive in diverse and multicultural work environments.