TESDA Contact Center Services NC II Course

Contact Center Services NC II Course offered by TESDA provides essential skills for excelling in customer service. It focuses on competencies for effective customer interactions and delivering valuable information about products and services, ensuring a positive customer experience crucial for business success.

Also read: TESDA Customer Services NC II Course

The course also covers managing customer complaints, inbound service, order taking, and inquiry handling. Participants will learn outbound telemarketing, broadening their skills. This training prepares graduates to confidently handle various customer service roles.

TESDA Contact Center Services NC II Course


Here are some benefits of taking this TESDA Contact Center Services NC II Course:

  • Enhances customer interaction skills to provide accurate information about products and services.
  • Equips you with the ability to handle customer complaints effectively.
  • Trains you in inbound customer service, ensuring you can manage order taking and inquiry response handling proficiently.
  • Provides skills for outbound telemarketing, broadening your career opportunities in customer service and sales.

Units of Competency

This qualification encompasses the following units of competency:

Basic Competencies

  • Participate in workplace communication
  • Work in a team environment
  • Practice career professionalism
  • Practice occupational health and safety procedures

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

Sample of Certificate of Completion


National Certificate

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Career Opportunities

A person with this Qualification is competent to be:

Inbound/Outbound Contact Center Service Agent, including entry-level positions for:

a. Inbound

  • Sales
  • Customer Service
  • Technical Support
  • IT Helpdesk

b. Outbound

  • Sales
  • Survey
  • Collection

Training Duration

  • 18 Hours (Basic Competencies)
  • 18 Hours (Common Competencies)
  • 108 Hours (Core Competencies)

Total: 144 Hours

Also read: List of TESDA-Accredited Centers Offering Customer Service NC II


Trainees or students should meet these qualifications:

  • Completed at least 10 years of basic education or hold an ALS certificate equivalent to Grade 10
  • Able to communicate in English, both orally and in writing

Note: This list does not include specific institutional requirements like education and relevant work experience, which may be required by the school or training center offering the TVET program.


To enroll in this course, you will need the following documents:

  1. PSA Birth Certificate
  2. High School or College Diploma
  3. Certified True Copy of Official Transcript of Records or Form 137
  4. Certificate of Good Moral Character or GMRC
  5. 1 x 1 and/or 2 x 2 pictures

To obtain further details, please reach out to the enrollment site that aligns with your requirements. Kindly note that the criteria may vary.

Trainer Qualifications

  • Must have completed Trainer’s Methodology Level I (TM I) course
  • Must be computer literate
  • Must be physically and mentally fit
  • Must have at least 18 months of contact center experience
  • Must qualify in the following: (AB/BS degree holder and 12 months of experience in training or as a trainer)

These are the important qualifications a trainer must have to effectively train and guide others in a contact center.

Frequently Asked Questions

1. What is the duration of the training?

A: The TESDA Contact Center Services NC II Course spans a total of 144 hours.

2. Can I take this course online?

A: As of now, TESDA Contact Center Services NC II Course is not offered online. However, you can check with your local training center for any available online options.

3. Is there an age requirement?

A: There is no specific age requirement for this course, but trainees are expected to have completed at least 10 years of basic education or hold a certificate equivalent to Grade 10.

4. Will there be assessments during the course?

A: Yes, as part of TESDA’s competency-based training approach, there will be assessments throughout the course to evaluate your skills and knowledge in customer service.

5. Can I take this course even if I have no prior experience in the contact center industry?

A: Yes, you can enroll without prior experience. This course equips you with skills for a career in the contact center industry.

6. How do I apply for this course?

A: To enroll in TESDA Contact Center Services NC II Course, visit an accredited training institution or enrollment site near you. They will provide the necessary information and requirements.


TESDA Contact Center Services NC II Course is a valuable program for anyone looking to excel in customer service roles. It equips participants with essential skills such as communication, conflict resolution, and computer operations, preparing them for various positions in inbound and outbound contact centers. The course also requires specific qualifications from trainees, ensuring that only those who meet the standards can enroll. With trained and qualified trainers leading the program, this course can help individuals develop their customer service skills and advance their career opportunities.

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