Is Contact Center Services NC II required to work in a call center?

Not always required, but it significantly improves your chances of getting hired and can lead to higher starting pay. Many BPO companies recognize and prefer TESDA-certified applicants.

Will this help me improve my English?

Yes, a significant portion of the training focuses on English communication skills, including pronunciation, grammar, and professional phone etiquette. This alone makes the program valuable.

What is the typical work schedule in a call center?

Most call centers operate on shifting schedules to serve international clients, often including night shifts. Be prepared for non-traditional working hours, which typically come with night differential pay.

Contact Center Services NC II: TESDA Course Guide

NC II

240 hours (1-2 months)

PHP 5,000 - PHP 15,000

What is Contact Center Services NC II?

Contact Center Services NC II prepares individuals for careers in the Philippine BPO (Business Process Outsourcing) industry, one of the country's largest employers. The program develops English communication skills, customer service techniques, sales abilities, and familiarity with contact center technology.

The Philippines is the world's leading voice BPO destination, making this one of the most directly employable TESDA certifications.

Who Should Take This Course?

This program is perfect for English-proficient individuals seeking immediate employment opportunities. It suits college undergraduates or graduates looking for quick employment, individuals with good English skills wanting to enter BPO, and career changers interested in the growing outsourcing industry.

What You'll Learn

Training covers English communication excellence, customer service best practices, phone and chat handling, sales techniques, complaint resolution, CRM systems, and contact center metrics and quality standards.

Duration and Schedule

At 240 hours, this is one of the shorter TESDA programs, completable in 1-2 months. This quick turnaround to employment is one of its main advantages.

Assessment and Certification

Assessment simulates actual call center scenarios testing your communication, problem-solving, and technology skills. The NC II certificate is valued by major BPO companies.

Career Opportunities and Salary

BPO agents in the Philippines earn PHP 15,000 to PHP 25,000 monthly for voice accounts, with experienced agents and specialists earning PHP 25,000 to PHP 40,000. Team leaders and quality analysts can earn PHP 35,000 to PHP 55,000 or more. Benefits typically include health insurance, night differential, and performance bonuses.

Salary ranges are approximate and vary by location and experience.

Training Centers

Contact Center Services NC II training is widely available across the Philippines. Visit tesda.gov.ph for accredited centers. Some BPO companies also partner with TESDA to offer direct training-to-employment programs.

Cost and Financial Aid

Training costs PHP 5,000 to PHP 15,000. TESDA's TWSP and STEP programs frequently fund this qualification. Additionally, many BPO companies offer free in-house training for applicants who pass their initial screening.

Core Competencies

Communicate effectively using English
Deliver quality customer service
Sell products and services over the phone
Conduct outbound calls
Handle customer complaints
Use contact center technology

Assessment Requirements

Assessment includes simulated inbound and outbound calls testing English communication, customer handling, and technology use, plus written examination on contact center operations.

Career Opportunities

Call Center Agent

Customer Service Representative

Technical Support Agent

Team Leader (with experience)

Quality Analyst (with experience)