Group 3's progress report

1. “How may I help you?”: A study on the
predictors of job performance among call
center agents
Bautista, Vivien
Carballo, Joana
Naval, Angelica
Ortega, Norise

2. Participants and Setting:
• Based on the proposal:
Pre-test
Participants will be 32 call center agents working on an eight hour
shift from one company within Metro Manila.
Letter of request will be sent to the company regarding the data gathering.
Data gathering will be conducted within the premises of the company.

3. Scale administration will depend on the agreement between the
the researchers and the company.
Options:
a. We will be the ones to administer the test.
b. Survey kit will be given to the HR Department
and we will let them distribute it among the participants.
Separate survey kits will be provided to the participants and to their
team leaders. ( 1:1 correspondence).

4. Participants and Setting:
• Based on the proposal:
Actual Procedure
Participants will be 300 call center agents working on an eight hour
shift from various companies within Metro Manila.
Letter of request will be sent to the company regarding the data gathering.
Data gathering will be conducted within the premises of the company.

5. Scale administration will depend on the agreement between the
the researchers and the company.
Options:
a. We will be the ones to administer the test.
b. Survey kit will be given to the HR Department
and we will let them distribute it among the participants.
Separate survey kits will be provided to the participants and to their
team leaders. ( 1:1 correspondence).

6. Participants and Setting:
• Current Situation:
Submitted proposal to around 30 companies.
- Denied
- Concerned about confidentiality
- No response
No pre-test yet.
On the process of revising the procedure.

7. Revisions:
• Change of sampling method from convenience sampling to Exponential Non-
Discriminative Snowball Sampling/Quota Sampling
• Change of scale from Job Performance Measurement Scale which is supposed to
be filled up by the supervisor to Role-Based Performance Scale which is a self-
evaluation measure.
• Change in the Data Gathering procedure:
A. Online Survey
- Google Survey will be generated.
B. Face-to-Face
- Meet-up with the call center agents.
C. Survey Kits
- Survey kits which includes the scales will be distributed and
collected again.

8. Reflection
It takes some time before companies respond to our requests or our proposal and we
cannot demand a lot from them.
We should have considered asking our contacts from different call center companies if
they do allow undergraduates to conduct data gathering in their premises.
We should not just rely on the response of the HR officers to whom we have sent the
letter of request for they might not prioritize it, a backup plan is always needed if
ever the original plan would not work well.
The change in one of our scales and the procedure is our plan of action to solve the
problems that we encountered in our study. We should not have waited for so long
and should have decided earlier about the necessary revisions that we need to make.
We need to maximize our time so that we can report and submit the results as soon as
possible.

9. Timeline
DATE PLAN OF ACTION
August 2 Presentation of replacement scale for approval,
Consultation
August 3 Preparation of pretest materials
August 4 Preparation of pretest materials
August 5 Pretest
August 6 Pretest, Encoding of data gathered
August 7 Encoding of data gathered
August 8 Data Analysis
August 9 Consultation regarding Data Analysis
August 10 Revisions based on pretest results

10. Timeline
DATE PLAN OF ACTION
August 11 Consultation regarding the revised procedure,
presentation of actual data gathering materials for
approval
August 12-August Actual data gathering and encoding of data gathered
26
August 27-28 Data Analysis
August 29-30 Results writing
August 31 Submission of Results