HomeUE Research Bulletinvol. 20 no. 1 (2018)

Language Proficiency and Performance Evaluation Scores of Call Center Agents

Mark Cleeford L. Quitoras

 

Abstract:

The purpose of this study is to find out whether call center agents' English proficiency has a bearing on their performance evaluation scores. This study communicates the significance of being English language proficient in looking for a job, especially in the call center industry. Respondents in the study answered the Comprehensive English Language Test (CELT) to determine their language proficiency level which was correlated with the performance evaluation scores. Call center agents’ performance evaluation scores were gathered and analyzed using Analysis of Variance (ANOVA) and Multiple Linear Regression. The results showed that the independent variable call center agents' CELT scores were predictors of the dependent variable call center agents' performance evaluation scores. It also showed that the higher the language scores of the call center agents were, the higher performance evaluation scores they received.