“How may I help you?”: A study on thepredictors of job performance among call               center agents               Ba...
Participants and Setting:•    Based on the proposal:    Pre-test         Participants will be 32 call center agents workin...
Scale administration will depend on the agreement between the           the researchers and the company.           Options...
Participants and Setting:•    Based on the proposal:    Actual Procedure         Participants will be 300 call center agen...
Scale administration will depend on the agreement between the           the researchers and the company.           Options...
Participants and Setting:•   Current Situation:         Submitted proposal to around 30 companies.                   - Den...
Revisions:•   Change of sampling method from convenience sampling to Exponential Non-    Discriminative Snowball Sampling/...
ReflectionIt takes some time before companies respond to our requests or our proposal and we     cannot demand a lot from ...
Timeline     DATE                        PLAN OF ACTION     August 2   Presentation of replacement scale for approval,    ...
Timeline      DATE                             PLAN OF ACTION     August 11       Consultation regarding the revised proce...
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Job Performance Progress Report

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Group 3's progress report

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Job Performance Progress Report

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