New facility integrates contact center curriculum to expand course offerings
(Manila, Philippines) Capital One Philippines Support Service Corp. (COPSSC), the global business process services arm of US-based Capital One Financial Corp., recently opened the doors of its learning facility in Tuloy sa Don Bosco School in Alabang, Muntinlupa. The facility will allow Tuloy to implement a “Call Center Readiness Program” a 13-month contact center training program designed by COPSSC to teach students key competencies required for entry-level positions in BPO and other service industries.
COPSSC’s General Manager Paul Townsend and Fr. Marciano “Rocky” Evangelista, founder and president of Tuloy Foundation Inc. graced the opening of the learning facility. Also present during the inauguration were Tuloy’s Principal Jojo Perez and Managing Vice President of Capital One Card Operations Todd Waletzki, Director of Operations Tom McCormick, and Business Director Ritin Dhawan along with other members from each organization’s leadership teams.
The Tuloy sa Don Bosco School is under the Tuloy Foundation, formed in 1993 by Fr. Evangelista to shelter the street and abandoned children in Manila. Since it started its operations, the Foundation has helped and arranged community integration of over 10,000 street children.
The learning facility project was launched through the PHP 1 million seed funding from COPSSC announced last October in conjunction with the company’s grand opening. Since that time, through additional COPPSC funding and investment of more than 3000 employee volunteer hours, the centre was completed and ready for the first class of students who began training September 1st. The new learning center features a computer laboratory, fully-equipped with 15 personal computers that can facilitate BPO simulations, and a lecture room. The whole center can accommodate up to 30 schoolchildren.
“Tuloy’s new learning facility forms part of COPSSC’s thrust to make a positive difference in the communities where we live and work, supporting the youth’s education, especially the disadvantaged children. We will constantly take steps to partner with local organizations to uplift the community’s well-being,” Townsend shared.
The program provides a 13-month contact center program that broadens the current course offerings of Tuloy sa Don Bosco School beyond its regular academic and vocational trainings. The first 7 months of the program consist of intensive classroom training covering topics such as English Basics, ESL, computer basics, as well as the fundamentals of customer service.
Townsend shared that participants will then participate in a 6-month training course at the COPSSC facility in Alabang, learning and interacting on-site while participating in on-the-job training. After this, prospective graduates will have the chance for assessment and possible employment at COPSSC.
“The local BPO industry is one of the fastest-growing sectors in the country today. We hope that by providing these students with education specific to contact center employment, we will help arm them with the skills necessary to enter the industry, leading to better job placement and greater opportunities in the long term,” Townsend said.
In his remarks during the inauguration, Fr. Evangelista shared the value of their community partnership with COPSSC. “It’s important to create partnerships with organizations that share the same values of the Foundation. It is through these partnerships that we sustain the efforts of the Foundation in caring for the underprivileged. Clearly, COPSSC is one partner that shares our ideals,” Fr. Evangelista said.