{"id":2195,"date":"2026-01-05T10:53:31","date_gmt":"2026-01-05T02:53:31","guid":{"rendered":"https:\/\/pahinungod.upou.edu.ph\/?p=2195"},"modified":"2026-08-11T10:59:26","modified_gmt":"2026-08-11T02:59:26","slug":"empowering-learners-for-the-digital-workforce-through-moocs-and-volunteerism","status":"publish","type":"post","link":"https:\/\/pahinungod.upou.edu.ph\/?p=2195","title":{"rendered":"Empowering Learners for the Digital Workforce through Introductory Course on Contact Center Services (ICCS) and Volunteerism"},"content":{"rendered":"

To those seeking another field to thrive in, ICCS becomes a welcome doorway of possibility.\u00a0<\/span><\/p>\n

The University of the Philippines Open University (UPOU) Ugnayan ng Pahinung\u00f3d, the volunteer service arm of the University of the Philippines, successfully conducted the Introductory Course on Contact Center Services (ICCS) from 10 October to 7 November 2025. This 4-week program, and one of UPOU\u2019s Massive Open Online Courses, aims to equip learners with effective online communication skills, providing them with the knowledge and competencies needed to enter the Business Process Outsourcing (BPO) industry and increase their chances of employment.<\/span><\/p>\n

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A total of 1,208 students enrolled in the course, where they were tasked to accomplish two Major Assignments\u2013one focused on acing job interviews and another on simulating how to effectively handle different customer concerns. Beyond being a learning platform, ICCS provided a space where students could confidently explore this new industry, whether they were new to the field, returning, or looking to pivot from another career.<\/span><\/p>\n

This supportive environment was made possible through the collaboration between UPOU Pahinungod and Concentrix Philippines, who have partnered since the program\u2019s launch in 2021 to bring the ICCS MOOC to learners. The program was last offered in April 2024 to selected senior high schools in Region X when UPOU Pahinungod partnered with the Department of Education – Region X. Aside from them, the course was also offered to APEC schools as they were partners with Concentrix.\u00a0<\/span><\/p>\n

Now, after three years and four offerings to target participants, ICCS was implemented again to the public in its November 2025 offering. With the increasing trend in industries using remote work platforms and engaging customers virtually, communicating effectively online has become indispensable. The course, through interesting and informative materials as well as the interactive live sessions, helped the participants to gain and exhibit professionalism, confidence, and flexibility in online communication scenarios.\u00a0<\/span><\/p>\n

Aside from the core mission of ICCS to equip students with practical skills that boost their employability in a dynamic industry like the BPO sector, the program also nurtures a deep sense of volunteerism and public service. Twenty-nine volunteers\u2014each driven by their own motivations and a shared desire to give back to the community\u2014worked together for two months to prepare and implement ICCS. One of the program\u2019s most memorable highlights was its interactive and learner-centered approach, especially during the live sessions facilitated by dedicated Pahinungod volunteers. Their enthusiasm and compassion created a supportive learning space where students felt seen, encouraged, and inspired to grow.\u00a0<\/span><\/p>\n

One of the highlights of the program was the interactive and learner-centered approach, especially during the live sessions carried out by committed Pahinungod volunteers. Mr. Ralph E. Watchorna, a resource speaker and one of the program’s volunteers who spoke about his experience, mentioned that the learners’ zeal and active involvement in the live sessions made the program extremely satisfying for the learners. He also mentioned that watching participants get excited about learning and sharing their ideas convinced him that the course had a significant impact, even though each learner had their own reason for joining. As a lecturer and resource speaker, Mr. Watchorna directly supported upgrading the course through sharing knowledge and engaging with the participants.<\/span><\/p>\n

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The Working Committee of the Introductory Course on Contact Center Services, consisting of UPOU Ugnayan ng Pahinungod and ICCS Volunteers\u00a0<\/i><\/strong><\/p>\n

Another volunteer, Ms. Ana Marasigan, was a facilitator and host during the synchronous sessions. Her work included steering the discussions, controlling the pace of the session, getting the participants to interact, and making sure the learning environment was inclusive, respectful, and welcoming. She said that the whole thing made her see how important it is to be patient, empathetic, and adaptable since the participants were from different backgrounds and had different learning styles and levels of confidence. By setting up a positive environment, she was able to open up a door for learners where it was easy and natural to share ideas and work with peers.<\/span><\/p>\n

The volunteers’ dedication showed the real values behind the ICCS MOOC program. Mr. Watchorna brought up the UP motto, “Honor, Excellence, and Service,” as the reason for his volunteering, saying that he believes education must foremost be for the people. Ms. Marasigan also shared that her conviction in education being a powerful tool for change and learning together was what led her to support programs that connect learners from different cultural and academic backgrounds.<\/span><\/p>\n

Apart from the individual efforts, the ICCS MOOC was also a good demonstration of how volunteerism in open and distance education can result in positive ripple effects. The combined efforts of the volunteers, coordinators, and resource speakers ensured the smooth running of the course and greatly enhanced its quality. Their united message to always serve with one’s whole heart was clearly demonstrated in the entire program.<\/span><\/p>\n

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ICCS, and all other MOOCs, are living proof that making education accessible through skills-oriented online courses, supported by capable volunteers, can be a source of empowerment for learners and a contribution to the preparation of the workforce. With the help of volunteer tutors such as Mr. Ralph E. Watchorna and Ms. Ana Marasigan, the program not only imparted effective communication skills but was also a great example of service to the people, which remains to be one, if not the most important, core missions of the University of the Philippines and of Ugnayan ng Pahinungod.\u00a0<\/span><\/p>\n

Written by: Ram Pasandaan \u2666 Edited by: Naomi Jean Unlayao<\/p>\n<\/div>

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