The Relationship between Leader Motivating Language and Key Employee Outcomes in Call Centers in Bacolod City

Kyra Audrey  V. Pulohanan,

The Relationship between Leader Motivating Language and Key Employee Outcomes in Call Centers in Bacolod City

Discipline: Human Resources Management

Abstract:

The Call Center Industry is one of the biggest industries in the Philippines, providing jobs for thousands of Filipinos. However, because of the daily challenges that call center agents face, high job turnover rates resulted. To resolve the matter, leaders needed Leader Motivating Language to enhance their key employee outcomes – decision-making, job satisfaction, organizational commitment and employee performance. These employee outcomes are indicators as to whether or not the call center agent would voluntarily leave the organization. The Leader Motivating Language was studied alongside the key employee outcomes using Multiple Linear Regression, which was mediated by demographics. This study was guided by six (6) research objectives and was conducted at five (5) call centers in Bacolod City, Negros Occidental, Philippines. A total of 201 call center agents participated in the study. The results of the study showed that the leader motivating language and strategic language model is useful in improving key employee outcomes.