Date of Publication

2025

Document Type

Master's Thesis

Degree Name

Master of Arts in Education Major in Educational Leadership and Management

Subject Categories

Curriculum and Instruction | Educational Leadership

College

Br. Andrew Gonzalez FSC College of Education

Department/Unit

Educational Leadership and Management

Thesis Advisor

Kimberley Migallos

Defense Panel Chair

Voltaire Mallari Mistades

Defense Panel Member

Ma. Cristina Bate
Ma. Lourdes Melegrito

Abstract (English)

The assessment of the modified BRIDGE Contact Center Services Curriculum closely looks at the Department of Education Curriculum for Sr. High School Students, as well as the supplemental BRIDGE curriculum integrated in the main curriculum. The research aims to answer the effectiveness of the BRIDGE program of the CCS Curriculum from the perspective of the students and teachers. The research also explores the current assessment review method/s that are being used in assessing the effectiveness of the assessment activities being conducted in the current Contact Center Services curriculum. Lastly, it also explores the alignment and variances of the current assessment model to the Tholon’s list of skills in finishing schools, a model being used by the BPO industry to assess competencies expected of a Contact Center Agent.

Through the use of Creswell’s Exploratory Sequential Mixed Method Design, numerous activities, such as curriculum review, structured interviews with the teachers, students, BPO professionals as well as statistical analysis were all conducted by the researcher to understand and gain clarification on the stated research questions, and from there the researcher analyzed the responses, imploring different assessment methodologies to come up with recommendations that would further improve the current curriculum.

The study revealed and reaffirms that the Contact Center Services curriculum is generally aligned with the industry expectations. However, better alignment opportunities in some of the modules where identified. The research also highlighted the role of academic linkages in bridging competency and curriculum gap of the curriculum through the Virtual Internship Program (VIP). It also revealed the importance of another competency—Motivational fit as a crucial factor for employability. The research also emphasized the importance of continuous teacher training to increase effectiveness in rolling out the curriculum.

Abstract Format

html

Abstract (Filipino)

Ang assessment ng BRIDGE Contact Center Services Curriculum ay masinsinang tumitingin sa Department of Education Curriculum para sa Sr. High School Students, gayundin ang supplemental BRIDGE curriculum na isinama sa pangunahing curriculum. Ang pananaliksik ay naglalayong sagutin ang bisa ng BRIDGE program ng CCS Curriculum mula sa pananaw ng mga mag-aaral at guro. Sinasaliksik din ng pananaliksik ang kasalukuyang pamamaraan ng pagsusuri sa assessment na ginagamit sa pagtatasa ng pagiging epektibo ng mga aktibidad na isinasagawa sa kasalukuyang kurikulum ng Mga Serbisyo sa Contact Center. Panghuli, tinutuklasan din nito ang pagkakahanay at pagkakaiba-iba ng kasalukuyang modelo ng pagtatasa sa listahan ng mga kasanayan ng Tholon sa pagtatapos ng mga paaralan, isang modelong ginagamit ng industriya ng BPO upang masuri ang mga kakayahan na inaasahan ng isang Contact Center Agent.

Sa pamamagitan ng paggamit ng Creswell's Exploratory Sequential Mixed Method Design, maraming aktibidad, tulad ng curriculum review, structured interviews sa mga guro, mag-aaral, BPO professionals pati na rin ang statistical analysis na lahat ay isinagawa ng mananaliksik upang maunawaan at makakuha ng paglilinaw sa mga nakasaad na mga tanong sa pananaliksik, at mula doon ay sinuri ng mananaliksik ang mga tugon, na humihiling ng iba't ibang mga pamamaraan ng pagtatasa na bubuo pa ng mga kasalukuyang kurikulum na bubuo pa.

Ang pag-aaral ay nagsiwalat at muling nagpapatunay na ang kurikulum ng Mga Serbisyo ng Contact Center ay karaniwang nakaayon sa mga inaasahan ng industriya. Binigyang-diin din ng pananaliksik ang papel na ginagampanan ng mga akademikong ugnayan sa pagtulay ng kakayahan at agwat ng kurikulum sa pamamagitan ng Virtual Internship Program (VIP). Inihayag din nito ang kahalagahan ng isa pang kakayahan—Motivational fit bilang isang mahalagang salik para sa kakayahang magtrabaho. Binigyang-diin din ng pananaliksik ang kahalagahan ng patuloy na pagsasanay ng guro upang mapataas ang pagiging epektibo sa paglulunsad ng kurikulum.

Abstract Format

html

Note

Undated. Publication date supplied.

Language

English

Format

Electronic

Keywords

Customer service--Study and teaching (Secondary)--Philippines; Curriculum evaluation--Philippines

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Embargo Period

7-2026

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Available for download on Wednesday, July 01, 2026

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