HomeJournal of Business, Education and Lawvol. 16 no. 1 (2011)

Determinants of Call Center Agents’ Performance: In Response to Business Processing Operations in the Philippines

Kathryn D. Tria

Discipline: Sociology, Organizational Culture



The industry of Business Process Outsourcing (BPO), currently one of the stakeholders in the Philippine economy, had its beginning in the late 1990s. Basically, its business revolves around being plain providers of email response and managing services. These services have industrial capabilities for almost all types of customer relations, ranging from travel services, technical support, education, customer care, financial services, and on line business to customer support, and business support. As a result, an agents’ customer relationship management and oral communication competencies are likely have a significant influence on a caller’s evaluation of the service. This research principally focuses on profiling determinants of call center agents’ performance in response to business processing operations in the Philippines. In terms of personality attributes, friendliness, approachability, resourcefulness, patience, and a pleasing and engaging personality are all responded highly important in the job task of being a call center agent. There are significant variables that most affect the performance of call center agents. They include possessing a pleasing and engaging personality, thanking customers after talking to them, speaking at the right pace and voice tone, acknowledging the emotions of the caller whether they are happy or angry, and using the right words and vocabulary.