nolitc contact center training graduates: an assessment
The purpose of this study is to assess the status of the Negros Occidental Language and Technology Center (NOLITC) contact center graduates in the areas of employability, productivity, and changes in their quality of life before and after the training with NOLITC. The graduates were also assessed in terms of their profiles such as age, sex, educational attainment, and marital status. This is a descriptive study which utilized survey questionnaires supplemented by interviews, focus group discussions, and document analyses. The participants were 311 graduates from Calendar Year 2013 – 2015 who were trained for Contact Center Services NC II and Finishing Course for Call Center Agents NC II; and 10 representatives from the Business Processing Management in Bacolod City. Based on the findings of the study the status of NOLITC contact center training graduates in terms of employability was excellent and productivity was above average and in terms of the different variables varies from above average to excellent. Findings of the study further revealed a high degree of economic freedom which led to better outcome in many essential dimensions for quality of life. The positive effects of the training are consistent across genders, age, educational attainment, and marital status. From the employers’ perspective, the employability of the graduates has met the requirement of the company while their productivity has exceeded the standards in job requirement of the company. The findings of the study were the basis of a proposed action plan to enhance the programs implemented by NOLITC.