Communication Skills in relation to the work performance of call center agents in

Bataan

Laurice Anne U. Rodriguez

Ellamay M. Malabanan

Chenie C. Evangelista

Catherine G. De Leon

Joyce Ann S. Leano

Arnold L. Pabro

Andrea Jessa D. Reyes

Subject Teacher
 Chapter I

I. Problem and its Background

Business Process Outsourcing (BPO) is one of the leading source of income of many

workers and slowly raising our country's economy due to the demand for Contact Center

Representatives (CSR) and many customers inside and outside the country and because of

its influence stating that the BPO has had professionally the workforce in this country is

very much professional and tuned in the working style of the west according to

Management Study Guide (2017)

Bataan offers third party service and it’s also home for BPO industry. Since it’s a

province people from Bataan requires to work close to home. BPO companies in Bataan

offers good customer service almost like in the city.

Moreover, call center agents are required to be proficient in English language and

learn the etiquettes. They should manifest qualities for professionalism, they should also

possess effective communication skills for them to be able to communicate well with their

local and foreign customers.

Communication has its big part on the said field. Having an effective communication

skills allow companies to be more productive and generate effectively. Employees can

experience an increase in morale, productivity and communicate up and down the

communication chain is an organization.

 The importance of communication skills can be seen when good, quality

communication occurs that prevent misunderstanding, miscommunication and conflict. It

produces productive work and performance which ultimately impact the company’s bottom

line (Workplace 2017).

A customer's experience with a call center can often be the factor when deciding

whether to continue doing business in the company or stop. That is why hiring call center

agents manifesting accurate qualities is necessary to the company. An effective call center

agents should have the following qualities; create problem-solving, empathy, organization,

effective communication skills, can calm under pressure, good memory, optimistic and a

team player.

We need to know if possessing effective communication skills and professional

qualities can affect whether positive or negative the work performance of call center agents

in Bataan.

Statement of the Problem

General problem

`This study aims to determine if having an effective communication skills has any

relation to the work performance of call center agents. Specifically, it seeks to find answers

to the questions;

1. What is the profile of the respondents in terms of the following variable?

1.1 Age;
1.2 gender;

1.3 length of service and;

1.4 educational background?

2. How the following factors of communication skills affect the work performance of call

center agents such as:

2.1 English Proficiency;

2.2 Good Listening;

2.3 Having lot of patience and

2.4 Customer’s satisfaction?

3. Is there any significant relationship between the profile variables and the communication

skills affecting their work performance?

4. Is there any significant effect between the communication skills and work performance

of Call Center agents?

Significance of the Study

This study aims to determine how communication skills affects (whether positive

or negative) the work performance of Call Canter Agents in Bataan. Particularly, the
following stakeholders are targeted to be directly or indirectly benefited from the contents

of this research.

Call Center Agents- it can provide as their guide to their daily working strategy and

could benefit the call center agents by giving them ideas on how it can affect their work

performance if there's a chance they lack one of the qualities and they don't acquire

effective communication skills.

Company- This study can be useful for companies in the same field. Providing

workers with superb and accurate qualities may lead the company's growth and success. It

will help the company to find more Call Canter Agents that have effective communication

skills and good qualities for them to build fast growing company.

Customers. This study will encourage customers to talk with Call Center Agents to

seek a help or buy more products. This study will also help them to trust the provided

product and to patronage the said services.

Future Researcher. This study will give an additional information and knowledge

that will help and inspire them. It would also benefit from this study by setting this as a

guide for their research. This research could be beneficial to future researchers especially

to those who are willing to enter the field for they can use this as a basis of information.

Scope and Delimitation

This study aims to identify the correlates of having an effective communication skill to the

work performance of Call Center Agents in Balanga City, Bataan year 2017-2018.
 The said participants work in any BPO companies in Bataan. Availability technique

is used in conducting survey questionnaires to gather data that were given during their rest

day. Researchers gave the respondents enough time to answer the questions in the survey

forms.

This study is delimited on the relationship of communication skills on the work

performance of Call Center agents in Bataan.

Notes in Chapter 1

Management Study Guide. (2017). Retrieved July 4, 2017, from

http://www.managementstudyguide.com/hue-and-cry-over-outsourcing-and-

bpo.htm
 Chapter II

Related Literature

This study consists of related literature connected to our study. "Communication

skills in relation to the work performance of Call center agents in Bataan"

BPO According to Management Study Guide (2017), BPO is one of the leading

sources of income of many workers and also because of its impact stating that the BPO

sector has had professionally, the workforce in this country is very much professional and

tuned in the working style of the west. BPO Industry a large source of income that makes

our economy arise and makes the BPO Industry known inside and outside the country

(Effects of Choosing Contact Center Services 2017).

According to Brink of Extinction (2017), is a subset of outsourcing that involves

contracting the operations and responsibilities for a particular business process to a third-

party business provider. Customers are someone who buys goods or services from a

business. It is a person who has a particular quality, one that purchase a commodity or

service (Merriam Webster 2018).

The most important factor behind the growth in the BPO market worldwide today

is an increase in the number of enterprises that are reviewing their internal operations in an

attempt to fully understand their true core competencies. In the process, they are able to

focus more on their core competencies (Global IT Outsourcing 2007).

 BPO industry has the ability to provide good profit to its staffs and has its own

mission to satisfied customers. This business is said to be in demand inside and outside the

country for its superb function and professionalism. For its exquisite service many are now

involved and now gain the advantage of being part of the field; beneficiaries.

BPO companies in Bataan According to Payscale 2018, BPO companies in

Bataan pays its employees an average of $83,370 a year. Salaries range from an average of

$49,755 to $136,483 a year. Employees with the job title Senior Vice President (SVP),

Sales make the most with an average annual salary of $205,507, while employees with the

title Customer Service Representative (CSR) make the least with an average annual salary

of $35,872.

Mr. Agrawal has been involved in several large deals, including the acquisition of

Spice Telecom by Idea Cellular, Bharti Airtel's acquisition of Zain Africa, Tata

Consultancy Services' acquisition of Citigroup's business process outsourcing BPO (2018).

BPO is a great provider of information and do function professionally. Aside from

creating professionals, BPO in Bataan also discovered to be one of productive company.

This field had built many branch in and outside the country which now make the company's

name more lit. And the interesting part is its compensate range is about $83, 370 or PHP 4,

251, 870 in a year.

Communication skills Illing (2007) in his report on Wanted: skills in

communication, stated that employers now seek graduates with skills beyond the standard

paper degree; this includes an excellent level of skills in communication, decision making

and teamwork. Other areas identified in the report included competencies in business
acumen, marketing and public relations. Having the most knowledge was not as important

as getting the work done in the most effective manner. Employers gave considerable value

on graduates acquiring a diverse set of skills in differing work environment.

According to Workplace Management Skills (2013), here are some of the factors

we can use to measure if an individual possess an effective communication skills; hear the

responses listeners give you. If your audience (be it one person or many) tells you they

don't understand what you are saying, hear them. Then always remain calm. The more

agitated you become while speaking or writing, the more difficult it is for you to clearly

communicate your thoughts. If your voice rises and quakes, your listener will be distracted

from what you are saying and retain little of it. And to ask your co-workers and friends if

they see you as an effective communicator; better yet, ask your boss. Those with whom

you speak regularly can best tell you how well you relate to others, including people you

don't particularly care for.

According to Maybin (2007) says that communication is an exchange between

people, knowledge, information, ideas, options, feeling so there must be concept, ideas, in

the fellow speaker of what they are going to say. The speakers have a basic competence in

communication their ideas. The able to communicate their ideas, the students will be given

opportunity to practice their English.

Communication skills contribute big part on this field. It is all necessary in every

field that everyone's going to take. We should always have effective communication skills

for us to build strong rapport toward others.

 Gender According to Tannen (2010), studies indicate that women, to a greater

extent than men, are sensitive to the interpersonal meanings that lie “between the lines” in

the messages they exchange with their mates. That is, societal expectations often make

women responsible for regulating intimacy, or how close they allow others to come. For

that reason, it is argued that women pay more attention than men to the underlying

meanings about intimacy that messages imply.

Men on the other hand, to a greater extent than women are more sensitive to

“between the lines meanings” about status. For men, societal expectations are that they

must negotiate hierarchy, or who's the captain and who's the crew (Wood, 2009).

As certain public opinion surveys have shown (Kalnická, 2000), female managers

are not universally accepted by the Czech public. The fact that Czech society still regards

women in management as unusual may result in a greater likelihood of these managers

encountering prejudice or discrimination. For this reason, it might be beneficial for female

managers to assimilate behavior patterns typical for men in the same positions. This kind

of behavior will more likely enable them to meet the general expectations associated with

the role of manager.

Gender does not affect the work performance of Call Center agents. Females

usually talks a lot still they have the same performance as boys.

Age According to Verbrugge LM (2007), with typical aging, communication skills

change subtly at least in part because of changes in physical health, depression, and

cognitive decline. Aging is responsible for physiologic changes in hearing, voice, and

speech processes. A person’s age can be predicted with fair accuracy by speech
characteristics including voice tremor, pitch, speaking rate, loudness, and fluency. Aging

with disability and disability with aging (Yang L-S 2007).

Communication changes are commonly reported by older people. In a large survey

of more than 12,000 Medicare beneficiaries aged 65 years or more, 42% reported hearing

problems, 26% had writing problems, and 7% had problems using the telephone.3 Using

statistical procedures (sampling weights) to make inferences about the entire Medicare

population, more than 16 million Medicare beneficiaries are estimated to experience

communication changes (J Disabil Pol Study 2008).

Age does not any significant effect on the work performance of call center agents.

We all know that BPO industry welcomes any age, even if you're old or too young for the

work. As long as you provide accurate information then everything will be fine.

Educational background According to J Educ Health Promot (2012),

communication is the most important part of any educational Background process, the aim

of which is to transfer or exchange ideas and thoughts. It would be provided appropriately

if academic members had the communication skills. Considering the important role of

academic members in the educational process, in this study, the knowledge, attitude and

performance of academic members of School of Health, Isfahan University of Medical

Sciences, were investigated with regard to effective communication skills.

According to UKEssays 2018 Education Background in any perspective finds its

usefulness in the areas of moral, intellectual, social and spiritual development of the child.

This development to a great extent is a function of the quality of the educational system,

which is partly measured on the basis of students' discipline.

 According to answers 2017, educational background is related to any prior

schooling you've successfully completed. High school diplomas, college degrees, credit

from online courses, and vocational programs are all educational background.

Educational background has no any relation to the work performance of call center

agents. Some graduated as nurse, doctors, engineers etc. And it just telling everyone that

there's no issue if your course is not related to the BPO industry.

Length of service Gordon (2007) Focusing upon the relationship between length

of service and productivity rather than performance ratings; separating performance

appraisal from company compensation plans; and ensuring that current performance

evaluation systems ae reviewed to improve objectivity and to enhance employee career

development.

According to Gordon 1981, early investigation of the relationship between length

of service and employee performance ratings--in three separate studies--indicated a direct,

an inverse and no relationship between the variables. As a result of recent legislative

changes to mandatory retirement ceilings, the need for a better understanding of this

relationship has become extremely important to the corporate personnel function.

According to University of Notre Dame 2018, Length of service is defined as the

length of regular full or part-time service with the University and is calculated from the

original or adjusted date of hire of the staff member. Length of service is generally one of

the criteria used in decision-making pertaining to, but not limited to, service awards,

vacation, requests for promotion/transfer and work assignments.

 Length of the service has no any relation to the work performance of call center

agents. Most of them reached a higher position in a smaller range of time. It's just based on

how persevere you are in everything you're doing.

English proficiency Rivers (2008) states that speaking means expression of

metaphor, which illumines many aspects of our foreign language situation. Speaking is

vehicle of delivering meaning which people do not realize they are using it. Language is

also a tool to deliver thinking, emotion and feeling and need to communicate with each

other. Being English proficient enables you to communicate effectively and help you build

strong rapport between you and your customers which marks good to your reflection as an

agent.

Palmer and Kimball (2009) in collaboration produced ‘Getting along in English’

which contains communication activities involving students in conversations through

dialogues and situations. At first partially controlled for practice the material then allows

students to use imagination in creating their own conversations.

According to Study Mode Research (2017), English proficiency pertains to the

ability to speak, read and write in English. To be considered as truly proficient, you should

have an advanced skill in this. We know that English is the universal language, to

communicate to those people in other countries; you must speak in English, so they will

understand what you are saying.

Speaking of course contribute huge part on this study. Communication consists of

speaking skills which call center agents encounter every day. Everyone should have the

ability to speak creatively. Another issue that this research pointed out is that while learners
may follow a similar sequence in applying listening strategies, individual differences still

occur.

Good listening Young (2008) reported that although learners showed similar

overall patterns of strategy use, some learners had greater repertoires of individual

strategies than others.

According to Talk desk (2013), effective listening allows the caller to feel

acknowledged, promotes cooperation and reduces misunderstandings. They can drastically

change how your call center agents interact with your customers and how your customers

view your company.

Martin (2009) reported that learners generally follow a common sequence of

activities when listening. First, learners orient themselves to the listening task by becoming

accustomed to various characteristics of the input, such as sound quality, rate of speech,

pronunciation, and vocabulary.

According to Eagles Flight (2013), to really be a master communicator you need

two things; the ability to listen and the ability to send your message right to the person’s

heart when you speak. These two skills are very closely linked. If you could let the person

finish speaking through until they are done, without interrupting, then you will be able to

understand more clearly what’s on their mind and why they feel the way they do.

Good listening contributes big part on this field. Call center agents should be a good

listener for them to really get the idea of the costumer. They should also do multi-tasking,

listening then gathering all the information’s.

 Patience According to Yahoo 2008, Patience is the capacity to accept or tolerate

delay, trouble, or suffering without getting angry or upset.

According to Elmer 2013, in a world wired for immediacy, patience seems like an

echoing virtue from a bygone era. Yet new research shows that a little patience can

reinforce the value of something, and perhaps even more importantly, yield even more

willingness to wait.

As we grow to appreciate the importance of effective communication, rather than

simply the sense of relief we feel when we’ve said what we want to say, even if it’s not

been heard as well as we would like, then we should be willing to be patient.

This patience when listening, or patience when being interrupted, pays big

dividends if you are then able to better understand your listener and tailor your message

accordingly.

Patience also provide part on this study. All call center agents should have a very

long patience, they should do empathize costumers and make them feel comfortable. And

importantly, agents should always speak the message right through the person’s heart.

Customer satisfaction Bitner, Booms and Mohr (2010) stated that defined service

quality as ‘the consumer’s overall impression of the relative inferiority / superiority of the

organization and its services’. Therefore, service quality is key of survival to all servicing

companies. Customer's satisfaction is a proof that they either patronage or dislikes your

product.
 Based to Jones and Suh (2010), because customer satisfaction is highly variable

assessment individuals do base on their experiences with specific features of products and

services they receive, it makes sense for servicing organizations to involve customer

satisfaction measurement as their meaningful benchmark for development. Additional,

Olivier (2013) stated that service quality is a casual antecedent of customer satisfaction,

due the fact that service quality is viewed at transactional level and satisfaction is viewed

as an attitude.

Yi and La (2014) stated that conclude satisfaction broke into two general

conceptualizations: transaction-specific satisfaction and cumulative satisfaction.

Transaction-specific satisfaction is a customer’s evaluation of his or her experience and

reactions to a particular service encounter (Cronin and Taylor, 1992; Boshoff and Gray,

2014). Cumulative satisfaction refers to the customer’s overall evaluation of the

consumption experience to date (Jones and Suh 2010).

Customer's satisfaction is always based on your work performance. If your

customers did like your performance then there's a chance that you'll get a good review and

that's a good catch for you.

Hypothesis

There is no significant relationship between the profile of respondents and the

factors of communication skills to their work performance.

Profile of respondents Communication skills

Age English proficiency

Gender Good listening Work performance

Length of service Satisfaction

Educational background Patience

The conceptual rational of the study is illustrated in the research paradigm shown in

Figure 1.

The independent variable is consist of the profile of the students and factors of

communication skills. The profile includes gender, age, educational background and length

of service. The factors of communication skills in relation to call center agent's work

performance are consists of English proficiency, good listening, having lot of patience and

customer's satisfaction.

The independent variables of this study believe to be the most significant factor that

may contribute to the objective of this study in determining the relationship between

communication skills to call center agents work performance in Bataan.

Definition of Terms

In operational definition, BPO is a subset of outsourcing that involves the

contacting of the operations and responsibilities of a specific business process to a third-

party service provider.

In operational definition, EMPLOYER acquiring a diverse set of skills in

differing work environment.

In operational definition, COMMUNICATION is the most important of any

educational background process, the aim of which is to transfer or exchange ideas and

thoughts.

In operational definition, SPEAKING means expression of metaphor, which

illumines many aspects of our foreign language situation. Speaking is vehicle of delivering

meaning which people do not realize they are using it. Language is also a tool to deliver

thinking, emotion, feeling, and needs in order to communicate with each other. Being

English proficient enables you to communicate effectively and help you build strong

rapport between you and your costumers which marks good to your reflection as an agent.

In operational definition, LANGUAGE is a tool to deliver thinking, emotion and

feeling and need in order to communicate with each other.

In operational definition, CALLER is someone who buys goods or services from

a business. It is a person who has a particular quality, one that purchase a commodity or

services.
 In operational definition, CUSTOMER'S SATISFACTION is highly variable

assessment individuals do based on their experiences with specific features of products and

services they receive, it makes sense for servicing organizations to involve customer

satisfaction measurement as their meaningful benchmark for development.

In operational definition, PATIENCE is the capacity to accept or tolerate delay,

trouble, or suffering without getting angry or upset.

Notes in Chapter II

Management Study Guide. (2017). Retrieved July 4, 2017, from

http://www.managementstudyguide.com/hue-and-cry-over-outsourcing-and-

bpo.htm

Research Basics. (2015). Retrieved October 11, 2015, from

https://researchbasics.education.uconn.edu/correlation/

Payscale. (2018). Retrieved January 4, 2018, from

https://www.payscale.com/research/IN/Employer=Genpact/Salary

Genpact. (2018). Retrieved January 1, 2017, from

http://www.genpact.com/about-us/company-overview

Brink of Extinction (2017). Retrieved March 2017, from

http://siteresources.worldbank.org/EASTASIAPACIFICEXT/Resources/226300-

1279680449418/HigherEd_PhilippinesSkillsReport.pdf

Payscale. (2018). Retrieved January 4, 2018, from

http://schools.alcdsb.on.ca/teachers/bradynic/Gd%2012Open%20Handouts/Unit%

201%20-%20The%20Christian%20Person/Unit%201%20Handouts.pdf

Global IT Outsourcing (2007). Retrieved March 10, 2007, from

https://ohioline.osu.edu/factsheet/FLM-FS-4-02-R10

(Wood, 2009). Retrieved June 16, 2009, from

https://www.eurofound.europa.eu/observatories/eurwork/articles/gender-

differences-in-performance-motivation
Illing (2007). Retrieved June 4, 2007, from

https://www.ncbi.nlm.nih.gov/pmc/articles/PMC3577400/

UKEssays (2018). Retrieved January 4, 2018, from

https://www.ukessays.com/essays/education/review-of-related-literature-

education-essay.php

Worlddic (2017). Retrieved August 10, 2017, from

https://en.worldanwers.org/wiki/WorldAnswers

University of Notre Dame (2018). Retrieved March 5, 2018, from

https://hr.nd.edu/nd-faculty-staff/forms-policies/length-of-service/

Palmer and Kimball (2009). Retrieved June 11, 2009, from

https://faculty.utah.edu/u0029752-ADRIAN_S_PALMER/research/index.hml

Yahoo (2008). Retrieved November 1, 2008, from

https://qz.com/138568/patience-pays-off-with-success-in-the-long-run/

Yi and La (2014). Retrieved June 4, 2014, from

http://business.expertjournals.com/ark:/16759/EJBM_322015.pdf
 Chapter III

Methods of Research

This chapter presents the methods and design, population sample, research

instrument and the construction and validation of the instrument. The data gathering

procedure and the data processing, and statistical treatment employed in the study are also

present here.

Methods and Technique of the Study

This study utilized the correlational method of research in showing relevant data

for the study. According to Merriam- Webster (2018), Correlational is the state or

relation of being correlated; specifically : a relation existing between phenomena

or things or between mathematical or statistical variables which tend to vary, be

associated, or occur together in a way not expected on the basis of chance alone.

The correlational method of the research suits as it will show the relationship

between communication skills and work performance of call center agents. The

relationship of this was tested using questionnaire that will present correlates of

communication skills to work performance of Call Center agents and how it will affect

their performance.
Population and Sample of the Study

In order to determine the respondents of the study, the researchers operated

availability sampling technique. This study is essential and the said respondents are those

available on the specific time of research study.

According to Rubin and Babbie (2008), Availability sampling relies on available

subjects.

In selecting the respondents, researchers have chosen 20 call center agents in

different call Center Company in Bataan.

Research Instruments

The researchers provide rating questionnaire where they need to rate the given skills

on the survey questionnaires.

According to Business Dictionary (2018), Likert scale is a method of ascribing

quantitative value to qualitative data, to make it amenable to statistical analysis. A

numerical value is assigned to each potential choice and a mean figure for all the responses

is computed at the end of the evaluation or survey.

Likert scales as interval data with certain rather sensible provisos: “The “interval”

here is an attribute of the data, not of the labels. Also, the scale item should be at least five

and preferably seven categories. Another example of analyzing Likert scales as interval

values is when the sets of Likert items can be combined to form indexes Allen and Seaman

(2000).
 According to Atherton et al. (1993) published a brief research report on a scale for

measuring university students’ attitudes toward poverty. The Attitude toward Poverty

(ATP) scale is a 37-item Likert-type scale that assesses attitude toward poverty and

impoverished persons, with high scores indicating a belief that structural determinants are

the primary causes of poverty while low scores indicate an individualistic explanation of

poverty.

Meanwhile, the rating questionnaire consists of 10 statements that shall show the

relationship between communication skills and work performance of call center agents in

Bataan. The statements are from and already validated by Generic Competence

Questionnaire 2015.

Construction and Validation of Instruments

In order to provide information’s regarding the research problem, researchers dig

into internet and checked references such as books and other related literature. In

constructing the research questions, researcher gather information’s that shall tell the

relationship between communication skills and work performance of Call center agents in

Bataan. They questionnaire is already validated by Generic Competence Questionnaire

2015.

Data Gathering Procedure

In order to know if communication skills has any relation to the work performance

of call center agents, researcher will conduct a cover letter which show the approval of the

respondents to the questionnaires that will distribute to them. If respondents approved to

the study then researcher will hand them the questionnaires and would give them enough
time to answer the questionnaires. Then the researchers will get the answered questionnaire

in the student’s room and the tabulating of data will be done.

 Chapter IV

PRESENTATION, ANALYSIS AND INTERPRETATION OF DATA

This chapter provides discussion that will focus on the interpreted results of data

on the statement of the problem. The tables below show the statistical analysis of

respondents that had given by the respondents.

Research Question 1: Profile of the Respondents

Table 1. Age of the respondents

Age f %

20 4 20%

21 2 10%

22 3 15%

23 4 20%

24 1 5%

25 3 15%

29 2 10%

30 1 5%

TOTAL 20 100%
 Table 1 consists the age of the respondents. 24 years old and 23 years old are the

5% of the total population. The respondents aged 20 years old and 23 years old are the 20%

of the total population. The respondents aged 21 years old and 29 years old are the 10% of

the total population. Respondents aged 22 years old and 25 years old are the 15% of the

total population.

Theme 1: Respondents aged 20 and 23 years old dominated to the total number of

the population.

Table 2. Gender of the respondents

Gender f %

Male 7 35%

Female 13 65%

TOTAL 20 100%

Table 2 consists the gender of the respondents. Female agents is the 65% of the

total population. And male agents is the 35% of the total population.

Theme 2: Female respondents dominated to the total number of the population.

 Table 3. Length of service

Length of service f %

6 mos. 8 40%

8 mos. 6 30%

9 mos. 2 10%

1 yr. and 1 mos. 1 5%

2 yrs. 3 15%

TOTAL 20 100%

Table 3 indicates the length of service of call center agents. Agents reached 6

months is the 40% of the total population. Agents reached 8 months is the 30% of the total

population. 10% of the total population reached 9 months 15% of the total population lasts

1 year and 1 month. And 15% reached 2 years.

Theme 3: Respondents reached 6 months dominated to the total number of the

population.

Table 4. Educational Background

Educational Background f %

Accountancy 2 10%

ABE 2 10%

Business ad 3 15%
 Engineering 2 10%

Education 4 20%

College grad 3 15%

IT 2 10%

Mass com 2 10%

TOTAL 100%

Table 4 indicates the educational background of the respondents. Accountancy,

ABE, Engineering, IT and Mass communication graduates got a total percentage of 10%

each. Business administration and College graduate got a total percentage of 15% each.

Education got a total percentage of 20%.

Theme 4: Respondents graduated of Education has the highest percentage of the

total population.

Research Question #2: How may the following factors of communication skills

affect the work performance of Call center agent?

Table 1.2 Capacity to comprehend the problem of customers

Item 1 f %

None 0 0%
 Weak 0 0%

considerable 0 0%

Strong 20 100%

This table shows the rate of call center agents to the capacity to comprehend the

problem of customers. 100% of respondents rate the statement as strong or necessity.

Theme: In this table, it shown that capacity to comprehend to customer’s problem

is considerable and needed to the field.

Table 2.2 Ability to understand different language

Item 2 F %

None 0 0%

Weak 2 10%

considerable 11 55%

Strong 7 35%

This table shows the rate of call center agents to the ability to understand different

language. 10% of respondents rate the statement as weak or not that necessary. 55% rate it

considerable and 35% rate it strong or a necessity.

Theme: In this table, it shown that the ability to understand different language is

considerable and needed in the field.

 Table 3.2 Capacity for analysis and synthesis

Item 3 F %

None 0 0%

Weak 0 0%

Considerable 15 75%

Strong 5 25%

This table consists of rate of the respondents to the capacity for analysis and synthesis. 75%

of the respondents marked it as considerable or almost needed and 25% of them rate it as

strong.

Theme: 75% rate the statement as considerable.

Table 4.2 Capacity for generating innovative ideas

Item 4 F %

None 0 0%

Weak 0 0%

Considerable 10 50%

Strong 10 50%

This table shows the rate of call center agents to the capacity for generating new

ideas. 40% rate it considerable and 50% rate it strong or a necessity.

 Theme: In this table, it shown that the capacity for generating new ideas is strong

and needed in the field.

Table 5.2 Ability to deliver good accent

Item 5 F %

None 0 0%

Weak 2 10%

Considerable 7 35%

Strong 11 55%

This table show the rate of call center agents to the ability to deliver good accent.

10% of respondents rate the statement as weak or not that necessary. 35% rate it

considerable and 55% rate it strong or a necessity.

Theme: In this table, it shown that the ability to deliver good accent is strong and

needed in the field.

Table 6.2 Ability to solve concerns of the customers

 Item 6 F %

None 0 0%

Weak 0 0%

considerable 0 0%

Strong 20 100%

This table shows the rate of call center agents to the ability to solve concerns of the

customers. 100% of respondents rate the statement as strong or a necessity.

Theme: In this table, it shown that the ability to solve concerns of the customers is

strong and needed in the field.

Table 7.2 Capacity to reach customer’s satisfaction

Item 7 F %

None 0 0%

Weak 0 0%

considerable 7 35%

Strong 13 65%

This table shows the rate of call center agents to the capacity to reach customer’s

satisfaction. 35% of respondents rate the statement as considerable and 65% rate it as strong

or necessity.
Theme: In this table, it shown that the capacity to reach customer’s satisfaction is strong

and needed in the field.

Table 8.2 Knowledge of the second language

Item 8 F %

None 0 0%

Weak 2 10%

considerable 10 50%

strong 8 40%

This table shows the rate of call center agents to the knowledge of the second

language. 10% of respondents rate the statement as weak or not that necessary. 50% rate it

considerable and 40% rate it strong or a necessity.

Theme: In this table, it shown that the knowledge of the second language is considerable

and needed in the field.

Table 9.2 Oral and written communication in your native language

 Item 9 F %

None 0 0%

Weak 0 0%

Considerable 5 25%

Strong 15 75%

This table shows the rate of call center agents to the oral and written communication

in your native language. 25% rate it considerable and 75% rate it strong or a necessity.

Theme: In this table, it shown that the oral and written communication in your native

language is strong and needed in the field.

Table 10.2 Able to understand and remain calm

Item 10 F %

None 0 0%

Weak 1 5%

Considerable 4 20%

Strong 15 75%

This table shows the rate of call center agents to the ability to understand and remain

calm. 5% of respondents rate the statement as weak or not that necessary. 20% rate it

considerable and 75% rate it strong or a necessity.

Theme: In this table, it shown that the ability to understand and remain calm is strong and

needed in the field.

Table 11.2 Capacity to emphasize and relate to customer’s issue

Item 11 F %

None 0 0%

Weak 0 0%

considerable 9 45%

Strong 11 55%

This table shows the rate of call center agents to the capacity to emphasize and

relate to customer’s issue. 45 rate it considerable and 55% rate it strong or a necessity.

Theme: In this table, it shown that the capacity to emphasize and relate to customer’s issue

is strong and needed in the field.

Table 12.2 Ability to read your message right to the person’s heart when you speak

Item 12 F %
 None 0 0%

Weak 0 0%

considerable 4 20%

Strong 16 80%

This table shows the rate of call center agents to the ability to read your message

right to the person’s heart when you speak. 20% of respondents rate the statement as

considerable and 80% rate it strong or a necessity.

Theme : In this table, it shown that the ability to read your message right to the person’s

heart when you speak is strong and needed to the field.

Table 13.2 Capacity to accept delay and trouble or suffering without getting upset or angry

Item 13 F %

None 0 0%

Weak 0 0%

considerable 3 15%

Strong 17 85%

This table shows the rate of call center agents to the capacity to accept delay and trouble

or suffering without getting upset or angry. 15% of respondents rate the statement as

considerable and 85% rate it strong or a necessity.

Theme: In this table, it shown that the capacity to accept delay and trouble or suffering

without getting upset or angry is strong and needed to the field.

Table 14.2 Possessing good relating skills

Item 14 F %

none 0 0%

weak 0 0%

considerable 5 25%

strong 15 75%

This table shows the rate of call center agents to the possessing good relating skills. 25%

of respondents rate the statement as considerable and 75% rate it strong or a necessity.

Theme: In this table, it shown possessing good relating skills is strong and needed to the

field.

Table 15.2 Ability to convince customer using English language

Item 15 F %
 none 0 0%

weak 0 0%

considerable 6 30%

strong 14 70%

This table shows the rate of call center agents to the ability to convince customer using

English language. 30% of respondents rate the statement as considerable and 70% rate it

strong or a necessity.

Theme: In this table, it shown that the ability to convince customer using English language

is strong and needed to the field.

OVERALL RESULTS

NONE WEAK CONSIDERABLE STRONG

Proficiency 0 0.3 1.95 2.75

Listening 0 0.1 1.25 1.65

Patience 0 0.05 0.55 2.45

Satisfaction 0 0.05 1.5 3.65

 TOTAL 0 0.5 5.25 10.5

BAR GRAPH PRESENTATION

3.65

2.75
2.45

1.95
1.65
1.5
1.25

0 0.3 0 0.1 0 0.05 0.55 0 0.05

ENGLISH PROFICIENCY GOOD LISTENING PATIENCE CUSTOMER'S

SATISFACTION

Series 1 Series 2 Series 3 Series 4

In the table, it shown that the total percentage of call center agents who answered

“strong” is 10.5 %. And in the graph that researchers conducted, it presented the differences

of every variable. Customer’s satisfaction dominated in the variable followed by English

proficiency then Patience and Good listening as the least. But that’s not the point of this

study, researchers generated this study to know the relationship between the factor of

communications and their work performance. Researchers conducted certain statements

about factors of communication skills and how necessary it is in generating satisfactory

performance in their profession. Researchers came up with a specific direction;

Direction:

The blank space used to indicate your rate on how essential the skills were and how

massive the effect of those factors in your work performance.

Please use the following scale:

1= none; 2= weak; 3= considerable; 4= strong;

Chapter V: CONCLUSION, IMPLICATION AND RECCOMENDATION

Conclusion

Communication skills carries essential part on this study. Call center agents should

possess the following factors of communication skills. Communication skills has a great

impact to the work performance of call center agents either positive or negative impact.

Work performance of call center agents relies to their work performance if not, then they

will probably encounter many problems and it would lead to failure. Therefore, this study

was done to know the relationship between communication skills and work performance

of call center agents in Bataan.

In this study, the respondents were portrayed based on their age, gender, length of

service, educational background and their position on the job. The respondents aged 20

dominated the population. Most of the students participated in the study were FEMALEs.

All respondents are call center agents in Bataan.

The researchers conducted a survey by giving questionnaire to know how factors

of communication skills correlate to their work performance. It was found that

communication skills really provide great factor to their work performance. Most of the

respondents rate the following variables as strong which represents that the said variables

were very essential.

The researchers were also able to determine how communication skills affect their

work performance, researchers provided a specific direction on the questionnaire wherein

call center agents should rate the following factors based on its influence in their work

performance. And as a result, almost everyone retorted that every variable corresponds that
every factor of communication skills provides enormous part to their work performance.

10.5 % is the total percentage.

Implication

Communication skills used as a major instrument used by Customer Service

Representatives. Communication skills corresponds many factors, in order for them to have

effective communication skills CSR’s should be a good listener, English proficient, patient,

and able to satisfy customers. These factors describe it all, lack of these factors can

intimately affect their work performance. To reach satisfaction, BPO offers

professionalism and converts message right through the person heart when they speak. It

also suggested that call center agents should have effective communication skills that will

define their work performance. This will have crucial role in personality development for

this will help them to lit up their performance and confidence in their working styles.

The result signified importance of communication skills to the respondents. Since

they are working in a BPO industry which highly requires professionalism and exquisite

sales talk skills. This will also help them to be more aware of how important

communication skills were and how massive its relationship to their work performance that

even lacking one of the variables may affect your work.

Recommendation

Since communication skills can highly affect the work performance of call center

agents, the questionnaires should have the answer on how it can affect their work

performance. If the respondents were aware to the possible outcome and they did answer

the questionnaire honestly, then there’s a possibility that the influence will be examined.

Correlational research design is recommended for future researchers for its focused on the

relation of communication skills and their work performance.

And since ability to understand different language and ability to deliver good accent

marked as weak then researchers recommend call center agents to attend trainings or

seminars to enlighten them in that field. Call center agents could possibly enrich their

accent and knowledge about different language if they could attend different kind of

orientations.
Communication Skills in relation to the Work Performance of Call Center Agents in

Bataan

Name (Optional): __________________________ Age: ________ Gender: _________

Educational background: ____________________ Length of service: _______________

Reminders:

For each of the skills listed below, please estimate:

 The importance of skills or competence in your opinion, for work in

your profession,

 The level to which each skills or competence is developed by your work

performance.

Direction:

The blank space used to indicate your rate on how essential the skills were and how

massive the effect of those factors in your work performance.

Please use the following scale:

1= none; 2= weak; 3= considerable; 4= strong;

SKILLS RATE

Capacity to comprehend the problem of

customers.
Ability to understand different language.

Capacity for analysis and synthesis.

Capacity for generating innovative ideas.

Ability to deliver good accent.

Ability to solve concerns of customers.

Capacity to reach customer’s expectations.

Knowledge of a second language

Oral and written communication in your

native language.

Able to understand and remain calm.

Capacity to emphasize and relate to

customer’s issues.

Ability to speak the message right through the

person’s heart

Capacity to accept or tolerate delay, trouble

or suffering without getting angry or upset

Possessing good relating skills

Ability to convince customers using English

language
 APPENDIX

Dear Respondents,

We would like to invite you to participate in our research study entitled Communication

skills in relation to the work performance of Call center agents in Bataan. The purpose of

this study is to know the relationship of communication skills to the work performance of

call center agents.

The questionnaire was designed to collect information to Call center agents from different

BPO company here in Bataan.

Your participation is voluntary, you may decline or leave a question unanswered. Your

responses will remain confidential and only the researchers will know your individual

answers. If you agree to participate on this study, please answer the question honestly. It

will take less than 3 minutes to answer.

Thank you for your time,

Sincerely yours,

Arnold Pabro

Catherine De Leon

Chenie Evangelista

Joyce Leano

Ellamay Malabanan

Laurice Rodriguez