TESDA Contact Center Services NC II Course

As customer service continues to play a crucial role in any business, having the skills to interact with customers and address their needs in a professional manner is becoming increasingly important in today’s job market. The Contact Center Services NC II is a TESDA program that provides industry-standard training to those who wish to enter the contact center industry.

Also read: TESDA Carecagiving NC II Course

This program covers a range of competencies, from handling customer inquiries to complaint handling and order processing. With these skills, graduates of this program can provide excellent customer service and help businesses build customer loyalty. This certification program is an excellent way to develop communication skills and open up career opportunities in the rapidly growing contact center industry.

Contact Center Services NC II

What is Contact Center Services NC II?

This course is meticulously crafted to cultivate the fundamental knowledge, skills, and attitudes required to excel as a Contact Center Services Provider, aligning with industry standards. It encompasses essential competencies, including effective communication in English for customer service, adeptly engaging customers, and executing customer service delivery processes.

A person who has obtained this Qualification demonstrates competence in the following areas:

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

Benefits of Taking Contact Center Services NC II

Taking the Contact Center Services NC II course from TESDA offers a range of benefits for individuals who are looking to build their careers in the customer service industry.

  1. Skill Development: The course provides comprehensive training in delivering efficient customer service, handling complaints, promoting products and services, and using relevant technology and systems.
  2. Career Opportunities: Graduates can pursue a variety of roles in contact centers, BPOs, and customer service departments across industries.
  3. National Certification: After completing the course and passing the assessment, you receive a National Certificate (NC II) that is recognized by employers throughout the Philippines. This enhances your employability.
  4. Free or Affordable Training: TESDA courses are either free or very affordable, making them accessible to everyone. The government often provides financial assistance or scholarships to deserving students.
  5. Flexibility: Many TESDA courses, including Contact Center Services NC II, offer flexible learning options, including part-time and online classes, which allow you to learn at your own pace.
  6. Industry-Standard Training: TESDA has partnerships with numerous industries and companies for on-the-job training. This gives students real-world experience and makes them job-ready.

Remember, successful completion of any course requires dedication and hard work. With the right mindset and commitment, the Contact Center Services NC II course from TESDA can open doors to rewarding career opportunities in the customer service sector.

What are the Essential Skills that Need to Be Learned?

To enhance performance, it’s crucial to develop essential skills in different areas.


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


  • Apply quality standards
  • Perform computer operations


  • Communicate effectively in English for customer service
  • Perform customer service delivery processes
  • Demonstrate ability to effectively engage customers

Sample of Certificate of Completion


Training Duration

  • Basic: 18 Hours
  • Common: + 18 Hours 
  • Core: 108 Hours 

Total: 144 Hours 

Also read: TESDA Barangay Health Services NC II Course


Trainees or students should have the following qualifications:

  1. Must have completed at least 10 yrs. basic education or an ALS certificate of achievement with a grade 10 equivalent holder
  2. Can communicate in English either orally or written

This list does not include specific institutional requirements such as education, work experience, or other criteria that the school or training center may require for 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.

Tips for a Successful Contact Center Services NC II

Helpful Tips for a Successful Contact Center Services NC II Course:

  1. Stay organized and manage your time effectively.
  2. Develop strong communication skills, both verbal and written.
  3. Practice active listening and empathy when dealing with customers.
  4. Familiarize yourself with common customer service tools and software.
  5. Continuously improve your product and industry knowledge.
  6. Stay calm and professional, even in challenging situations.
  7. Seek feedback and be open to learning from your experiences.
  8. Collaborate with your team and support each other.
  9. Stay updated with industry trends and best practices.
  10. Take care of yourself physically and mentally to maintain your performance.

Video: Skills-Demo for Contact Center Services NC II

In this video, viewers will see a skills demonstration for the Contact Center Services NC II qualification. This qualification is designed to equip individuals with the essential knowledge and skills needed to excel in a contact center environment.


Customer service skills are increasingly important in today’s job market. The Contact Center Services NC II program from TESDA offers industry-standard training in handling customer inquiries, complaint handling, and order processing. Graduates of this program gain the skills to provide excellent customer service and build customer loyalty. With flexible learning options and national certification, this program opens up rewarding career opportunities in the customer service industry.

Contact Information

Technical Education and Skills Development Authority (TESDA)
Office Address: BLDG 8, TESDA Gate 2, TESDA Complex, East Service Rd., South Superhighway, Taguig, Metro Manila.
Email Address: contactcenter@tesda.gov.ph
Telephone Number: 8887-7777
SMS Hotline: 0917-479-4370 (text only)
Website: https://www.tesda.gov.ph/
Facebook Page: https://www.facebook.com/TESDAOfficial

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