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The Technical Education and Skills Development Authority- Cordillera Administrative Region (TESDA-CAR) will renew its partnership with Sitel Baguio to train prospective trainees in Contact Center Services NCII and beef up the pool of workforce needed by the company.

TESDA and Sitel Baguio had an existing partnership that benefited On-the-Job-Trainees and unemployed individuals.

TESDA CAR Regional Director Jeffrey Ian C. Dy has recently visited the company to check their facilities and to discuss the possible forging of a Memorandum of Agreement to renew the partnership by integrating the updated competencies of Contact Center Services NCII.

Director Dy introduced the TESDA scholarship programs that can be availed by Sitel Baguio Academy once they register their program in the Unified TVET Program Registration and Accreditation System (UTPRAS).

UTPRAS is the mandatory registration of Technical Vocational Education and Training (TVET) programs with TESDA. It is the system that ensures compliance of Technical Vocational Institutions (TVIs) with the minimum requirements as prescribed under the promulgated training regulation.

Meanwhile, a follow-up meeting was held today with the Regional Operations Division Chief & concurrent RTC-Baguio Acting Center Administrator Daisy C. Bungallon, and Rowel Villalobos the Director for Strategic People Program Sitel PH to discuss the agreed partnership.

TESDA CAR and Sitel will team up in the development of an Assessment tool for Contact Center Services NCII as the in-demand qualification in the Business Process Outsourcing (BPO) industry.

The Contact Center Services NCII qualification consists of competencies that a person must achieve to interact with customers to provide information about products and services. It also covers the handling of customer complaints, inbound customer service, order taking and inquiry response handling, and outbound telemarketing.

“Once the academy is registered, the trainees from TESDA can have Supervised Industry Learning (SIL) with Sitel Baguio as part of the curriculum of the Contact Center Services NCII,” said Ms. Bungallon, ROD Chief/RTC Baguio Acting Administrator.

She explained that SIL is an approach synonymous with On-The-Job Training (OJT), which aims to complement institutional training by enhancing a learner’s knowledge and skills through the actual application of critical competencies in the workplace.

The partnership aims to make the trainees more employable by providing them technical skills training to become customer service professionals and to find decent jobs.


By: Stephanie Nicole M. Peligman/ Information Officer




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June 2022