Appendices

Letter to Conduct a Study
May 4, 2021
Ms. Jessa Osigan

HR Generalist
Alfalink Total Solution Corp
Greetings!
We, the undersigned are 2nd year students enrolled at St. Thomas More School
of Law and Business taking up Bachelor of Secondary Education Major in
English. We are undergoing a research entitled “WHEN ENGLISH IS NOT
YOUR MOTHER TONGUE: A BIRD’S EYE VIEW ON LEARNING ENGLISH AS
SECOND LANGUAGE” as a partial fulfillment for the Degree. The target
respondents are the call center agents from your company. We choose to conduct
our study in your company because we believe that you can provide us the
information we need in this study.
In line with this, we are asking your good office to allow us to conduct
interviews to 14 call center agents. Since we are using criteria in determining our
participants, we need at least 20 of your agents to take our proficiency test. Only
those who will have the passing score are qualified for the interview.
We will assign the first 7 call center agents who passed the proficiency test to our
In-depth Interview (IDI) and the other 7 to our Focus Group Discussion (FGD).
The data gathered will be used as the basis for interpretation and be treated with
utmost confidentiality. Rest assured that health protocols will be followed during
interviews.
Your support would be of great help for the realization of this endeavor. Thank
you for your time and favorable approval on this matter.
Respectfully yours,
(Sgd.) PEDELYN JOY GAUM
(Sgd.) JOHN REY PACENA
(Sgd.) RIZADALLE RAGANIT

Researchers
Noted by:
(Sgd.) ANA MARGARITA R. CRUZ

Subject Teacher
Approved by:
(Sgd.) VINA M. ZARAGOZA, Ed.D.

Dean of College
Interview Guide
Research Questions
This study seeks to answer the following questions:
1. What are the experiences of call-center agents engaged in learning the
English language?
1.1. What are your strengths and weaknesses in learning the English
language?
1.1.1. Do you have any strategy or tricks for you to be able to learn
English effectively?
1.1.2. What factors allow you to learn English language fast and
effectively?
1.2. What are those instances or situations that you have difficulty in
learning the English language?
1.2.1. In the instances or situation that you have cited, are still
experiencing those things up until now?
1.3. What are the challenges you have experienced in learning the
English language?
1.4. What do you think are the skills needed in order to be a call center
agent?
2. How did call-center agents cope with learning the English language?
2.1. Is self-correction effective to you?
2.1.1. Why or why not?

2.2. How about error-correction?
2.3. Do you like direct or indirect correction?
2.3.1. Why?
2.3.2. Do you think it is applicable to your co call-center agents?
2.3.3. Why?
2.4. Is initiative important in learning English language?
2.4.1. Why did you say so?
2.4.2. How about as a call-center agent?
2.4.4. What if initiative is absent?
2.5. How did you adapt constant changes in your workplace?
2.5.1. How can you say that you’re already adapting these changes?
What are your indicators?
3. What are the insights of call-center agents engaged in learning English
language?
3.1. As a call-center agent, did you noticed any changes in yourself as
an individual?
3.1.1. Which changes in particular?
3.1.2. Did you like it or not?
3.1.3. Why?
3.2. Do you think those skills are relevant to your life outside your
workplace?
3.3. How would you describe your experiences in learning English
language in your workplace?
3.4. What are the greatest lesson you’ve learn in your journey of being a
call-center agent?
3.4.1. Would you think such lesson will be realized if you didn’t
become a call-center agent?
3.4.2. If yes, why? If no, why?
3.5. Do you think that being a call-center agent is the only reason why you
have learned English language?
Audit Trail
RESEARCH QUESTIONS RESPONSES
1. What are the experiences of Ahmm... actually ahmm.. sa.. English man gud, we
call-center agents engaged can learn it everywhere. So murag mahimo siya
in learning the English nga... kanang.. dili lang pod.. dili pod siya ingon
language? nga second language kun dili.. ahm.. as Filipino
maadapt man pod gud nato siya bisan asa.
Everyone can speak English here in the Philippines
like bisan basic lang kayo siya nga English so...
ahmm.. as a call center agent dili man ingon nga
kailangan nga fluent ang imohang English pero
through experiences nga imong naagian like...
pwede ka mag call center like ana gud. Bisan basic
lang nga English ang imohang naadapt thorugh
experiences, ana..(IDI, 001).
Ahm.. i was pressured to you know.. learn in
English because ahm.. its more like mandated
ahmm.. to learn English especially your talking
with a client ahmm. You have to engage more with
ahm.. foreign clients so ahm.. i need to speak well
and i need to learn more on English because its
their native language so i read more books and i

watch English movies.. yep.. that’s why.(IDI, 002).
Ahh.. the experiences.. kuan.. well some of the call
center agents ahmm.. mostly ahm.. they would be
hired.. they should be prof.. ahmm fluent in
English diba? So Okay lang .. i mean.. what are the
experiences.. like.. unsa pa ba na experiences?...
(IDI, 003).
Oh yes ahhh..actually my experience here in
English language ahhhh I think I could say that it’s
been enhanced and improve since I’ve been ahhhm
deployed in this of country which is BPO and
we’ve been talked to different persons to another
country specifically in Americans and yes I think
the way that I’d experiencing here is a great
ahhhm, ayyy It is benefits for me since it helps me
to improve my communication skills specially in
English speaking.(IDI, 004)
This is my first time working as a call center agent
and it's not easy to work with people or clients
with English as their mother tongue. It's a hard
time for me but eventually I get used to it. (IDI,
005)
As in? Sa job na? Of course,
daghanpajudkagmatun-an pod and then, ahhhm,
more ahhhm… madagdaganimong comprehension
and then imoha pong naa pod kay
mgakanangmaencounterngaunsaba..kanangmgaah
hhmm, new terms gudsaimoha pod
ngamuagipakagunsaganipasabotani *laugh*
inganagud something, maoramansiguro, that’s it.
(IDI, 006).
Experiences okay well being a call center agent you
needed to be prepared in dealing with a lots of
clients and customers because ahmm although
there is a ahm script that you needed to follow in a
phonecall but sometimes clients were ahm tend to
ask questions that is not ahm included in the script
so we need to answer in an abrupt ahm we need to
respond in an abrupt situation like that and
handling ahm ah experiencing that things in
dealing with engaging myself and dealing with a
the process of learning English language it helps
me to hone myself to to a good communicator as a
call center agent.Ahm oh yeah that’s it.(IDI, 007)

Okay as a call center agent for almost i mean more
than 6 months. So ahmm.. communication skills is
a must for us. Pof course our.. our clients and our
customers is from the us so its somewhat fun but
yet.. so.. as a students so.. i am still learning in the
communication skills. So... ahm...yeah its fun and
learning English so, as a call center it is a time to
develop your communication and how to interact.
Other people specially when you are talking to
client and you are talking to your customers.
(FGD, 001)
As.. as.. as.. day to day basis in an act of being a call
center agent. You are engaged to different people
you need to learn the languages that most of the
demeanor of the customer.. you have to deal with
its.. its fun thought its hard because basically
English is our second language and we are not
used to it cause were bisaya right? So its hard for
us to translate though not all of us can speak
fluently but luckily we are gifted as an individual
to understand and speak with the language.. ah.. as
international language okay? I think that’s all.

(FGD, 002)
For me ah.. ahm. Learning English language
doesn’t not start with being a call center but you
know? You.. you experience it lrearning in school
like in elementary and the.. in call center agent
ahm... the,,. The elarnings that you learn from
schools are you know.. being applied and the its
hard but whe you communicate with other
customers.. its not like you don’t have to complete
your sentences or have a correct grammar but
ahm.. its.. its like a normal conversation with your
friends and.. thats all. (FGD, 003)
well ah,, for me based on my experience. Its truly
fun you know in learning English since i got in..
into you know.. call center agent ah.. speaking with
clients is very difficult but ah... for me ah.. its.. its..
actually i.. i actually learn English because not only
for me and..ah.. for me also to learn other English..
i mean other language so that i could interact with
other people not only here but other countries. So.
Yeah that’s all. (FGD, 004)
Basically talking about experiences of a call center

agents.. in learning the language. Fiorst is
somewhat like difficult especially.. of course when
youre in a BPO company ahm.. it doesn’t mean
that you;re already fluent enough to speak
English.. that is why there is rule or there is
procedure i mean procedure that a company
implement that you should at least speak English..
in a production floor so that youll be able to you
know not to be hmm.. not to be scared and speak
to the client of course we are dealing with
Americans here so i think.. yeah that’s it. (FGD,
005)
So ahmm.for me my experiences as a call center
agent in engaging in learning the englihs language
ahm.. firstly,, ahm. For me its.. its very hard
because.. because we only engage English
language at sometimes in school but here we must
speak English language all the time especially
when talking to the customers and the clients and
also its a new experience for me that.. you are..
when you.. no no no.. that its not enough to be
fluent in English but you must also know how to

intertact in English and also how you can obtain
the customers, the clients trust in English because
sometimes you can.. because sometimes its not
about the script but its about how you talk how
you communicate. Yeah that’s it. (FGD, 006)
Yes, so ahm.. my experiences in call center agent its
about learning everything.. ah.. its about ah..
improving your skills in ah.. talking to them about
admissioning about they talk to you and how do
you deliver to them and then yeah ahm.. i think
ah.. theres a room for improvement for everyone to
improve the English language and thats what the
call center though me here to improve my
communicating skills yeah.. my English language.
(FGD, 007)
1.1. What are your strengths Of course daghan jud ahmm sa strength sa ta una.
and weaknesses in Ahm... of course naa kay.. naa kay advantage like
learning the English kana or edge sa uban like diba? Ahmm... sa... sa...
language? sa tan aw sa uban tao man gud oag makastorya
kag English oag maka.. maka speak kag English
fluently, tan aw nila nga kanang smart ka..ana..
bright ka diba? So that is your edge.. murag edge

na siya.. murag strength na nimo or advantage
nimo na siya sa uban tao, ana gud? While ah..
weakness pod siya.. learning English.. ahh..
weaknesses sa pag learn sa English.. mao man ning
pasabot diba? Weakness like.. there are deeper
English man gud nga lisod jud siya sabton even
kanang... even sa.. sa work ha? As a call center
agent, naa juy.. naa juy kanang mga customer nga
naa silay English nga dili nimo masabtan. Like
kanang.. bisan pag kanang.. naa na siyay mga
synonyms.. or kuna pero dili nimo siya ma..
sabtan. Its because.. ahm.. dili man nimo siya.. gud
nga vernacular na language gud like dili nimo siya
native language and English. (IDI, 001)
Strength.. i think i can adapt ahm.. easily but my
weaknesses.. there are jargons words that i really
don’t know im not really familiar with ahm.. pano
ba yan masabi.. ahm.. deep English..like so.. i have
to search google. (IDI, 002)
Ahm.. words like.. kuan. Some words... i mean..
my weakness is kanang.. understanding some
customers.. kanang makig converse because they

ahm.. although masabtan nimo siya pero kanang
the way they ano... deliver their ano.. its very not
clear to understand.. yeah..Ang strength is...
strength... i read... like that. I read and understand.
Comprehend at the same time.. the words or..
learning the English language. Ahmm.. like. Unsa
ba? .. sorry.. ahhh.. well my strength is
kanang...unsa man.. i easily understand the ano...
the things nga.. nga.. ma read nako although its not
really.. kanang underfiyable ang meaning pero naa
koy hint of whats the meaning of it by reading the
words.. kana lang..
(IDI, 003)
Strengths..ahhh actually ahhhm my strength in
speaking in English sir, ahhh, in same strength in
English ahhhm,“*laugh*” the strength in speaking
in English is, you know when we say it’s not even
like could do it as you know whole as a whole
measurement for intelligence, but in there’s a lot of
precious intelligence right? So since ahhhm, a
communication skills is another branch for
intelligence I think that’s could be the ahhh English

should be considered as a strength of it since it
you’re learning from it and specifically when you
learn something, I think you will learn great things
ahhhm through experience, and I think yes that’s
could be the strength for me. Ohhh yes ahhm, my
weaknesses in learning the English language is
aahhhh..what do we call this since it’s in not our
you know aahhh first language since ahhh the
weaknesses of learning the English is thatahhh
some of always and you know when you are
ahhhm doing a socialize to other person and you
knowwhen you use it to other person they always
misconcept you as you’re like a boastful and I
think ahmm, that one ahhh a weaknesses in
learning English, they always misconcept not
always ahhh mostly concept you, misconcept you,
as you know boastful being have a language in
English.(IDI, 004)
My strength is that I'm willing to hmm like I'm
willing to overcome struggles that I encounter
ahead of me and yeah I guess that's it I'm willing to
ahh workout anything like ahm I'm very

determined. Uhm my weaknesses, I don't think I
have a weaknesses because our weakness, we can
also turn our weakness to our strength.(IDI, 005)
Ahh.. strength nako?
Ano..sigurokanangnaningkamotjudko
perseverance
sigurongamagtoonsiguro,ngamagtoonjud more
pa.. kaybisagmakasabotnakog or
makamakamakaistoryanako or kanang
conversational bamuragsisiguronaapajugiinha,
iiha, iinhance pa. Weakness is ano, unsa may
weakness *laugh* sorry huh murag….ahh loaded
kayo koronai, hay Diyosko..weakness..unsa man
huh, sa English noh? Language is kuan…
sigurokanangano, kanang..maulawkomuexpress
something , ingana..ohhh…(IDI, 006)
Ahm strengths uhm for my strength ahm my
strength is my ability you know as what I’ve said
uhm to respond directly and abruptly to the clients
and intending costumers concerns realistic which is
ny account right now And weaknesses is that uh m
sometimes I get to you know we’re not perfect we

deal sometimes with the problems or the clients
who are not totally not good in talking so emotions
will get involved in that situations ahm a little
problem in dealing with that. I think that’s it. (IDI,
007)
So yes. Ah.. learning the English language is fun
but to be honest ah.. one of my weaknesses is ahm..
speaking English specially in public so for me to be
able to overcome that ahm.. weakness. So i will use
that as my strength in a way that ahmm to learn
from my colleague or either because of my current
work as a customer service representative so that
you could learn how to use proper grammar and
spelling and how to speak directly to your
customers or whichever to your colleague and
other people. I think thats it. So ahm.. weaknesses
in learning the English language is somewhat like
how to build rapport and how to maintain the
correct grammar and correct pronounciation.. thats
it. (FGD, 001)
Ahmm.. my strength for me is... i think is
confidence is very important in communicating

English language and my weakness is im not able
to speak with it in public and with us as a group.. i
am literally good in speaking through
communication with the customer na-engage ko sa
enhancement skills for about 7 months here and
also my previous job gives me an edge cause I was
in a hospital health care industry, it serves as more
like a customer service thing and rich people
foreign so talking and applying English is not new
to me so but good thing is I enhance more when I
transferred ib a Bpo as a call center agent. (FGD,
002)
Ahhh...my strength in learning the English
language is ahhh we all know that English is
international language like it use , it use many
countries and so yeahh, ahhh learning English
language helps us not to be blind by other news in
the other countries so that we also know what are
the updates because English as we all know is we
weuse them a lotr not just in our country but also
in other countries as well like the US which have
many updates and many ahhhm, news that are

very global and my weaknesses in learning the
English language is that, in our city , we really, we
really don’t you know speak in English so
sometimes when you speak in English you get
ridiculed or you get judged because why youre
speaking in English, we are bisaya. (FGD, 003)
Yahhhh, for me, one of my strengths in English is
ahhh..like..ahhh..I think Im really good at
comprehension but ahhh one of the problem when
I speak with the client in my weakness is whenever
hmmm you know when I speak directly to them, I
lose my tone of voice and my speak. (FGD, 004)
Okay talking about strengths of course, personally
I am not mute of course, and I think I sounded like
an American thats I think thats the strength that I
have and learning in English language is that I
have basic knowledge of course thats the strength
that I have and weaknesses on the other hand, is
that I anot that confident enough in speaking to, I
mean communication to my peer because I think
thats the factor that you have to have for you to
have a strong rapport with your peer and thats the

weakness, I don’t have that much confiedence in
communication with my peer. (FGD, 005)
Firstly,my weakness ahhm, my weakness in
learning the English language is that everytime I
speak Englis to someome who is very good in
speaking that language is I get flustered and I don’t
know what vocabulary words to use in sentence
coz they do judge me or that and for the strength is
that I like English and English literally English
caught my interest so yahhh thats my biggest so
that I have the interest in learning the English
language, thats it. (FGD, 006)
Ahhh, for me, I am open for ahhhh new learnings
like if someone will correct me but argue with that
then correct if it is good, and I am always have
room for improvement in learning English
language. My weakness is not that confident
enough to apply because I still have doubts and
yeah Im also..ahhhm..my weakness in English
language is the spelling, Im not that kinda good in
spelling, yahhh. (FGD, 007)
1.1.1. Do you have any Reading.. like reading jud is kanang mura siyag the
strategy or tricks for best jud nga way para maka learn of English and of
you to be able to learn course kanang makig storya gud ka like
English effectively? communicating people nga English pod ang
inistoryahan. (IDI, 001)
Strategies.. hmm.. ahmm i think ahm.. i did watch
movies a lot. English movies. I can learn more on
like visual. Im not really on like writing.. im not
really good at you know reading *laughs* (IDI,
002)
Of course.. read.. lots of books.. although dili man
siya related sa imohang work or unsa.. basta just
read English textbooks.. ana lang jud..(IDI, 003)
Yes, ahhhm actually, the..I mean the strategy or
tricks that helps me in working here. Yes because
as far as I know is you can learn great things from
your experience and that’s whyahhm it could be
the strategy that I can use or tricks is that I’m
learning in the way of experience, experiencing it.
(IDI, 004)
Just be confident. Confident is the key. (IDI, 005)
Reading,,and then, watching movies naanosiya,
English and then kana pod saano work

nakonamuragkanang although mahadlokkamakig-
istoryagmga Americans peroginatrynimo para
masanaykaba , ano pod, and then
kinalaunanmalearnnanimongamakakanangmakipa
g conversational nakasailahaba…(IDI, 006)
Well ahm strategy, tricks or tactics in you know in
being a call center agent you need to know English
effectively and that this language is concerned.
Well, for me I think ahm you know ahm applying
EOP in myself as a call center agent although we
used ahm we used English in our main language or
basic language you know we talked to our clients
in the production floor we used our native
language which is bisaya and for me to hone my
self to speak efficiently to speak good English I
think I must apply EOP to myself. Wherever I go as
long as I am at work I’ll speak English so that I
could exercise my English speaking skills and you
know to practice dealing in English in an English
language hehe. (IDI, 007)
1.1.2. What factors allow you Ahm.. akoang nakita before man gud. Bata pako.
to learn English Explorer jud kaayo ko kanang. Ahm.. Makita..

language fast and makabalo ko ay kanang maglisod kog sabot.. akoa
effectively? jud siyang e research like kuntahay makakita kog
ahmm word nga lisod kaayo siya nako sabton like
kanang... unusual siya sa akong paminaw. Ako jud
siyang e research. Mao na siya ang akong isa ka..
ahm.. strategy sauna like bata pako ana.. nakuan
nako na experience.(IDI, 001)
Hmm.. Factors. When its visual i can adapt. I can
turn more or easy. (IDI, 002)
Ang ano... sa among household is.. my mom and i
and my sister pod kay mag converse jud mi in
English,, ahmm not all the time but most of the
time mag English jud mi.. *crowd* mag English jud
mi sa balay and kuan.. ang gamiton namo is
English... (IDI, 003)
Oh yes, actually ahh, those situationahhh yes ahhh
actually when you have been you know ahhh
speaking first time to those persons who preferably
speakers for English since ahhhhm, you need to be
careful in that things ahhh specifically in your
accents, dictions since you’ll be, there’s a lot of
people who are really ahhm have a issues in your

you know races and yes ahhh..that could the most I
think what I’ve been struggling for, facing the
people who are yeah, first time facing those people
or talking to the people who are a native speakers.
(IDI, 004)
HAHAHA my confidence. My underlying
confidence hhhahahaha(IDI, 005)
What factors allow me to learn English
language.Well, ahm actually my environment
helped me adopt the world which English is a
lesson to my life and that factors or my parents,
friends or the environment itself or even at school
and those things and those people at is within and
that surrounds me in my life helped me or hone me
you know to speak English more effectively and to
exercise my skills in you know in speaking English
in talking to other people using the English
Language. (IDI, 007)
By ahhhhh..it somewhat like yourself adaptation
in, for example in watching movies in how you
will in how you apply to yourself and I think thats
it. (FGD, 001)

For me, factors..ahhh..yah..back in my house I use
to read language novel books that help me enhance
English capacity and I am able to speak also and
yahh..and also now, as my daily basis, I use to
ahhhm speak English and able to use skills due to
my job. (FGD, 002)
In bpo, we always speaks to clients which is
Americans, it’s very helpful for us to learn English
because we converse to them everyday. For me,
ahh,,its been hours watching movies, I always read
novels, and manga and manua so yeahh, so..
(FGD, 003)
Factor that really healps me to learn English fast is
whenever I ask, if Im not sure of a certain words, I
always ask my mom or anyone who can help me to
learn English language coz its not really my mother
tongue thats why I ask them not only to you know
improve my skills but also to yahhh learn fast.
(FGD, 004)
You have to surround yourself with the people
who are good or should I say excellent enough in
speaking the language itself. (FGD, 005)

Ahhhm, basewd on what I do, ahhm I always read
English stories, watch youtube about dos and
donts on ahhm, in using the English language and
also listening to podcasts. (FGD, 006)
For me, it is the constant practice and application
of what are your learnings. (FGD, 007)
1.2. What are those Hmmm.. naa jud na siya.. ay part pod na siya no
instances or situations nga maglisod ka pero... kuan man gud.. *laughs*
that you have difficulty working sa kanang call.. kanang kuan sa world nga
in learning the English need nimog knowledge or basic knowledge man
language? lang sa English siguro dili pod ingon nga difficulty
gyud pero naa guy sometimes nga kanang..
maglisod kag sabot ana.. pero dili jud ingon nga
dapat jud nga kanang... kanang.. unsa kanang..
bugo na jud kaayo ka or unsa ba *laughs* naa man
gud ta sa world nga kanang dapat nato masabtan
pod ang mga customers even imong mga friends
diba? Kanang.. we implement a policy here nga
EOP which is English only police diba? So.. dapat
dili pod.. ay like. Nay difficulty through speaking
pero kanang siguro if kanang magsabot ka. Dili na
siguro dapat bahalag basic lang masabtan man

guro nimo through catching ang ilahang main..
main gani nga.. point or thought sa ilahang
sentence or words na ilang gi deliver.(IDI, 001)
If there is too much jargon words. (IDI, 002)
Ahmm siguro sa pag skwela *laughs* pag skwela
paka mga elementary days.. ana siguro.. syempre
maglisod jud ka to indetify.. kuan to undestsnad
some basic lang... words nga e converse sa imoha..
ako sa akong parte mag lisod ko.. (IDI, 003)
Hmmmm, ahhh actually yeah, yeah, yes even
though ahhh they always have you know critics
about the accent and specially right now, I’ve been
dialing a lot of people who are really even though
ahhm I can confidently that my English is really
understandable, but they are always have concern
issues about the dictions and the the way you talk
and yes I always experience that during my work
right now. (IDI, 004)
Oh when I have a client ahm you know I
experienced once there was a client. i really can't
understand his English its very like its very slang
so i cant really understand but anyways you must

understand it even if you can't understand him
clearly.(IDI, 005)
Difficult..siguro para
saakoakanangdilikainteresado, ugwa kay interes,
di judkanangmurag di judnimosya ma anoba ma
adopt saimongkaugalingonmismo, ugwainteres
kana langjud. (IDI, 006)
Well, I’m not really that good using English but I
try my best to you know to speak or to talk with
other people, that the people I’m talking with can
understand my point you know my idea. Ahm
situation it was my first time dealing wit American
citizen. He is an Australian and I really can’t
understand him like I can’t understand and since
that day I avoided that person. (IDI, 007)
So I think here in Bpo as a CSR or Customer service
representative, I can sense that ahhm, situation that
I may experience difficulties in learning English is
somewhat my pure tone , simply find yourself on
how you will learn or is it upon your you know
situation or yourself if you are eager to learn that
thing, thats it. (FGD, 001)

Instances ahhh somehow in daily, daily life there
are or you are not able to apply in daily life, this is
not a part of our daily life but the good thing is we
are able to learn in the past days coz now English is
used globally so its not hard for me learn as now
on English language. (FGD, 002)
Ahhh, English language ahh we all know that it is
very difficult and very tricky because it has many
rules and many you know rules like subject-verb
agreements and there are many spellings that or
words thathave the same spelling but different
pronunciations and it is very hard and tricky to
learn because you have to keep in mind those ahhh
those rules that being applied. (FGD, 003)
Ahhh, for me based on my experience or some
situations that happens to me whenever I speak
with clients or people, there are some words that I
don’t, theres no they have ahhh a very deep
meaning thats why I am having trouble what to
answer with them. (FGD, 004)
Situations that I have..learning English language,
unsa man? Wait lang.. I think learning English

language itself is easy..however, when you are in a
certain situation like you are talking to a client
which is not good in terms of ahh pronouncing the
word or sentences, I mean yahhh sentences, that
difficulty, difficulty, hehhe thats the difficulty
comes from I think. (FGD, 005)
I think when I speak English, people will laugh of
my grammar and my accent, I think that is the
difficulty that I have in learning English language
when people judge me and they laugh, they will
laugh at me, I guess, I think... (FGD, 006)
Ahhhm someone discriminate at me, when they
say that ahhh these people who don’t really good
in English and they will discriminate us, in
speaking in English and it’s a kind of insulting for
me, and it’s kinda difficult for us to improve unless
those people who are very good in English and
they will correct me, it’s a good one but those
people who are not good in English and criticize
me, it’s very disappointing. (FGD, 007)
1.2.1. In the instances or O ma experience nimo siya pero naa juy
situation that you have improvement. Ahm.. such as katong akong ingon
cited, are still nga naa juy mga words nga dili.. ay difficult jud
experiencing those siya sabton pero if imoha siyang e search or
things up until now? kanang mag research ka or kanang mag kuan kag
meaning... kung balik balikon nimo na siya like
ingon ana.. dili naman siguro ka mag kuan. Ma
cope up nimo na siya. (IDI, 001)
Yeah of course especially when talking to clients.
They speak some of their native languages
sometimes. They have deep deep English so i have
to find my best friend google. (IDI, 002)
Ahhh there is improvement.. kay ano.. makasabot
naman ko og kuan.. makigpag converse to
English.. although i cant really respond fluently
but i can understand the language. (IDI, 003)
Actually ahhhm, ahhh yes, actually yes, right
nows, I still experience it , yes , ‘coz ahmm as I’ve
said earlier that you know ahhh there’s a lot of
people who said different kind ahhh different
attitudes, different characteristics and always not,
they’re always not preferable to us, that’s why yes,
I always experiences that. (IDI, 004)
No, because ahm i would really do my best to

understand my clients and I would really like
absorb it little by little and then If they can't
understand me by what I said I will repeat it, I
would really repeat it in other words for them to
understand me, And i can understand them so
uhm vice versa.(IDI, 005)
No..no,,kayanonamankanangkaron more on
kuanko eager to learn pamanbisagnaanakosa field
ngamurag anongkuan is English, eager
gihaponnga to learn. (IDI, 006)
The situation that I cited happened when U was in
junior high school now that I’m in college I think I
already overcome it like I am afraid of talking with
Afam because they talk differently. So I guess no I
think I overcome that. (IDI, 007)
Yes of course, I still experience those things up
until now because whenever I speak with my client
or with my customer, sometimes it’s really hard to
speak English coz you know, English is not our
primary language.(FGD, 001)
Ahhhm, not that much, in, in, in somehow in other
situations, I’m talking about the client, ahh, not

able to translate the word instantly, sometimes,
Ahhhm, I baffled in speaking with them, that’s the
thing that I’m experiencing, but now only a little.
(FGD, 002)
Yes, sometimes, it’s really tricky as I said and
sometimes I go to the safest words or go the easy
way like not to be complicated, you know
ahhh..yeah..something like that.. (FGD, 003)
Yes, of course, for me I mostly experience that
because like what I’ve said, this is not our first
language, so, we are not fully not like know
everything, every words, ahhh some words have
different meanings, some words have deep
meaning so yeahh, I still often to experience that
situation. (FGD, 004)
Definitely since we are talking to customers
everyday and we already know that not all
Americans are good in expressing, ahh, not in
expressing but I think in pronouncing the words i
think...and.. as a .. as an agent as a virtual assistant
you have to be proactive in terms with dealing
with those clients for you to be able to you know..

ahmm.. grasp the.. the...the thought. I mean yeah
the things that the client wanted for you to know.
(FGD, 005)
Sometimes because people here help me anad
correct me in a good way of course to learn
English. Yeah. (FGD, 006)
Yeah sometimes, yeah its not.. you cant please
people. (FGD, 007)
1.3. What are the challenges Okay.. hmm.kuan kanang... wala kay .. if wala kay
you have experienced confidence nga kanang mo storya gani sa
in learning the English imohang.. sa imohang thought or kanang naa sa
language? imohang ayy imohang gusto like... tan aw man gud
anto na if mag.. mag.. magstorya og english dapat
laglom tanan diba? Ang atoang gina huna huna
kay laglom dapat tanan ang English which is dili
man gud dapat. You can speak na kanang bahalag
mga basic lang nga english but fluently.. mga
ingon ana gud.. so isa na siya nga mga challenges
sa Filipino nga bisan gani nga gamay nga butang
nga kuntahay nga. Ahmm. Simple lang,. Himoon
jud og difficult na kanag dapat na mas deeper pa
which is makastorya man kag mas sayon lang.

Ana. Ana lang gud.. so mao na siya ang feel nako
nga challenges as a general nga kanag.. naglisod ta
og.. ahmmm.. sabot or.. learn sa English language.
(IDI, 001)
My challenge so far is when writing reports
especially when ahm.. like full English. (IDI, 002)
Kuan.. ahmm...some like.. i mean.. conversing with
ahh... kanang real English speakers jud.. specially
call center because kanang... they converse but they
are not really kanang clear to understand and...
sometimes they use words nga not.. kanang.. dili
familiar sa akoa.. thats the ano... (IDI, 003)
Ahhh yes, ahh there’s a lot, I think there’s could be
a lot of challenges in learning English, but the only
thing that I could remember is that ahhhm, you
know ahh, when you learn something yahhh, in
such a specially in what I’ve said that’s learning
new language ahhhm, maybe the challenges is
that..sinceahhh learning new things is not easy,
right? So..I think that could be the ahhh the
challenges that I’ve been face since learning new
things. (IDI, 004)

What are the experiences. What are the challenges
that I. Challenges? like yuh in terms of the clients
that I really can't understand like slang ra kayo and
they are too fast when they are talking but that was
before. Because its my first time to encounter and
to have a conversation with Americans. Eventually
you will get used to it.(IDI, 005)
Skills siguro ano..anolang, work hard,
kanang..unsa pa ba, as in kanang..be responsible
langjud and then, labinang naan aka
safield,syempre kung naakasa work so eager judka
to learn, syempre love judnimosiya, so anolang..be
responsible, and then dilika ma
anobaanongtawagnito, kanangmaturn-off
dayonba, o madiscourage, anojud… (IDI, 006)
Actually learning English language is really hard
for me like subject verb agreement so yeah for me
that thing basic English language is hard to deal.
It’s not over thinking its under thinking. (IDI, 007)
The challenges that I have experience in learning
the English language as a call cneter agent, is
ahhm... as always, it talks about the ahmm,

grammar and also your pronunciation ‘coz you
know, Americans are, they have attitudes, they
don’t want, they don’t like people who can’t speak
fluently. (FGD, 001)
Basically in call center, when talking to other
foreign guys, like Australian, they still talking
during like they’re chewing the word and it’s
kinda really hard to understand, For me, my trick,
is just to understand the factual, the main words
that you are able to answer the question that they
have been throwing to you.(FGD, 002)
There are many challenges in learning English,
especially in you know being right in every
agreement or grammar and ahhh, and spelling and
pronunciation.. (FGD, 003)
Yaaah, one of challenges I’ve experience is in my
first day here, i really don’t know how to ahhh
communicate with the client ‘coz that was my fresh
start to speak with them with the American people.
Yeah that was my challenge. (FGD, 004)
I think the challenges that ive experienced is that..
understading the ahm.. the client especially when

the client is not that good in expressing their
thoughts. (FGD, 005)
The challenges that i have is exverytime i get
flustered i talk fast thats why i get coach a lot for
talking very fast everytime i get flustered in talking
English. (FGD, 006)
Of course its not our first language. Its not our
mother toungue so we need to learn every word of
it from time to time. Yeah. (FGD, 007)
1.4. What do you think are Skills.. ahm.. dapat.. ahmm... positive ka sa
the skills needed in imohang pag storya tapos kuan.. confident then..
order to be a call center ahmm.... unsa gani to siya? What do you think
agent? ahmm... positive ka tapos confident then...
workaholic ana.. like dapat man gud sa.. or..
ahmm.holistical ka nga pagkatao kay as a call
center agents.. diba kanang nay sometimes.. kuan
man gud ang shift man gud kay kanang kay
graveyard which is patay patay jud siya diria ana
gud? So.. ang imoha.. maapektohan ang imohang.
Mental kuan. Maapektuhan siya through.. kana
gung dili ka katarong og huna huna.. di ka
katarong og huna huna so dapat naa gyud gihapon

didto ang being brave og being holistical nimo as a
person kay syempre kay kung,, kung dili ka ingon
ana ka brave, dili ka ingon ana ka skilful then you
are not belong ana gud.. kay kuan man gud as a
call center agents you ned to be strong kay
maapektuhan man gud ang imohang poag deliver
pod og pag communicate sa client kay call center
you need to speak.. you need. Ahmm. Skills nga
ahmm... good ka in communicating.. ana gud?
(IDI, 001)
Skills. You should be ahmm.. good at
communication skills and also ahm.. you should..
you can.. you should be like you can adapt easily
to the environment. (IDI, 002)
I ah.. first you should be a good speaker.. i mean.. i
mean.. kanang hawd ka mo converse sa English
language and you also can understand the
language.. the English and comprehend sa kung
unsa ilang iingon... (IDI, 003)
Yes, ahhh actually, this I think the most, I think the
one of the essential skills is the communication
skills co’z I think that includes a the your active

listening, you have a good comprehension and
that’s it, that’s could be the, I think that’s could be
the essential or the needed to be a skills in call
center. (IDI, 004)
uhhu you should be able to have this and the
willpower to like. You should have the willingness
to learn and you should have the confidence to
overcome your weaknesses I guess yeah. (IDI, 005)
Skills ahmm.. the skills needed in order to be a call
center agents is that you need to be a good at
communication skills and you need to deal with
costumers behavior in a nice way.
(IDI, 007)
Skills, to be a call-cneter agent, you need to be
attentive, because hearing skills is a must if you are
a call center, and ahmm, speaking English fluently
or you have a good communication skills is just an
advantage.(FGD, 001)
For me, ahh, good communication skills and good
hearing ahhh also..and not that good but how you
are able to speak and understand. I think thats the
key. (FGD, 002)

Ahhh.. skills in order to be a call center agent is
that, first you have the confidence, and you have
good hearing and communication skills and you’re
good in English, comprehension and ahhh, it’s not
you have to be great, good in grammar because we
as a Bpo, we sometimes read scripts that can help
us.. so yeahh. (FGD, 003)
Well, ahh, honestly speaking, I am not really good
in English since the day that I got in here in
alfalink, I think the skills you need is first you need
to be eager to learn, and expose yourself through
calls, because the more you expose yourself to
calls, the more your brain will work. (FGD, 004)
I think you have to.. basically you need to sound
like American. Second thing is that you have to be
confident enough in talking to your client and you
have also to be a good listener to your client. (FGD,
005)
Ahm.. just like she said, you need to be a good
listener and theres no rule that you cant speak
English here. You can speak English here even at
your co-workers since there not going to judge you

so speak in English accordingly and also you need
to like read a lot and communicate a lot using the
English language. (FGD, 006)
Well having a native American it depends on what
country you are assigned, you should have their
native accent, its a plus for them because they will
believe you that you came from that country, youre
calling from that country and then also good
comprehension skills and communication skills.
(FGD, 007)
2. How did call-center agents Yes. Ahmm.... sama sa akong gi ingon kay.. need
cope with learning the gyud nimo og kanang.. confidence. *giggles* so
English language? dihaa jud magsugod ang tanan no.. build sa ang
imohang personality nga to have confidence kay...
ang.. being kuan.. ahmm.. learning diba? Need
man gud nato g confidence kay everytime nga
makalearn ta.. dili ma gud nato pwede na taguan
lang or.. ahmm.. we explore by our own. We need
someone. We need google, we need everyone we
need teachers ana gud. So build personality nga
confident ka to speak out.. ana.. Isa pod sa kuan
ang correction like kanang.. siguro.. pero dili in a

manner na.. masakitan ka ana gud. Kay naa man
guy correction in a bad way diba? Kanang... siguro
kung good ang oag correct saimoha, maka learn
jud ka pero if ang approach sa imoha in a bad
way.. syempre mag.. dili to siya mahimong
correction para sa imoha kundi mura gani kag na
insult ana. So instead na magbalik balik sa
imohnag mind ang thng na na correct ka ato or gi
correct ka ato saimohang pag speak of English, nag
balik balik na hinuon ang.. ang thing.. ang pag
approach ana gud? Or ang correct sa imoha. (IDI,
001)
Yeah. Thats what i said earlier. I read books and i
watch English movies like a lot. (IDI, 002)
Ahm.. practice.. practice lang jud practice and
ahm.. like kanang.. unsa ba.. kanang... you have to
continue.. use the English language lang jud all the
time.. ay not all the time kanang dapat jud para dili
naka maglisod in the future gud... (IDI, 003)
Ohh yes, ahhhm actually ahhhm, based on my
perception, I think that experiencing it, yes, ahhm ,
when you, yes as I’ve said earlier that you can,

everything , everything is a learning experience
that’s why I think experience is the best way or I
that could be the best answer for that. (IDI, 004)
ahm yuh I cope because I'm really really want to
learn English. I'm really willing to ahm hmm to
like able to communicate with americans yeah I'm
willing to learn along the way. I did a good job I
guess hmm.(IDI, 005)
Coping mechanism, I don’t know specific nga
answer, bastaakogi-love man gudnako, mao ng
willing ko to cope, tungod kay gusto judnakosiya,
anaba.. (IDI, 006)
They used English as their language I think they
cope with learning through communicating
through phone calls that is related in the work.
(IDI, 007)
Ahmm i think as a call center agent. So its better to
ahm... learn from your colleague and or somewhat
youself, self adaptation. Its your choice if you want
to learn or when youre talking to someone
specially when clients and your colleagues or
either your customers cause you know, English is a

national i means its a universal. So ahmm there are
some customers which is Spaniards so when you
are using English though they are not fluent in
using English but they will try for us to be able to
understand. (FGD, 001)
As ive said as i cited those things. They are not
crucial and sensitive but for me taking notes is a
best tool or trick and then when your bumping
with these words that is hard to understand youve
gotta search for it more on slef correction. Thats it.
(FGD, 002)
In our bpo company we have trainings and
coaching and i usually do readings like i said like
novels and mangga. Speaking to clients will also
help to cope up with the problem as you speak and
enagage with your client and customers they are
naturally born English speakers and as you
communicate with them everyday, you learn
something and you actually you know be like one
of them. (FGD, 003)
For me, throughout the process of learning. I spoke
many Americans everytime i speak with them my

brain you know adapt the leangths and the words
they have said and its jusr helping me to learn
English more. (FGD, 004)
By constantly using the English language. (FGD,
005)
Ahm. Sink in all those negative comments and
judgement about you because its a lot. Its still a
good learning for you and everyone is in progress
so yeah keep on learning. Me as a call center agent
who’s not very good at English im still in work in
progress so yeah. I am going to like sink in all the
advices, the teachings, okay thats it. (FGD, 006)
Well constant practice and apply it. (FGD, 007)
2.1. Is self-correction Yes. Effective jud kaayo ang self-correction for me
effective to you? kay syempre kaparehas sa akong gi ingon. I need
to search for more.. kanag ana gud. I need to
explore for more kay kanang.. need nimo og
knowledge for everyone kay dili lang dapat nga..
ay ang learning man gud kay dili lang one way
process like its a two way process ah.. three way
process ana gud. Kanang dili lang dapat nga sa
2.1.1. Why or why not? imohang self.. ohh. Like.. oh. (IDI, 001)
Of course. Yeah. You should know your mistakes
firsthand. You should correct it right away. (IDI,
002)
Para sa akoa dili.. sa akoa lang na part kay self-
correction kay... kanang... although ma effective
siya gamay pero para sa akoa dili kaayo kay...
kanang. Dili man ko ma aware og asa ko mamali.
So ana gud.. kani nga sentence is ako nag construct
and then.. or ako nag ingon tapos.. doubtful ko og
tama ba siya o mali so dili nako ma correct akong
self... (IDI, 003)
It could Be effective for me, I think, it’s because in
that way, you can also enhancing your you know
ahhm, awareness to yourself so that you can be a
able to be more cautious to more, the way you
speak. (IDI, 004).
Self correction? Yuhh I always do it like to do it all
the time the self correction you call it self-
ratospriction like If I noticed that I'm wrong I'll
always put in mind that I'm wrong. Like I have a
lot of mistakes before and up until now i still have
mistakes Like oh my God Why did i said that

certain word to the clients like oh my God why did
i said that word like I can do better. so yuh ga self
reflect everyday and I made it as a lesson for
progress.(IDI, 005).
Of course, aw oo..syempre.. (IDI, 006)
Yeah it’s effective as long as you learned. (IDI, 007)
Yeah for me. Because its in your own. It is your
opinion and before you utters some words you
need to check either its wrong. You need to check
your grammar youre spelling to what so ever.
(FGD, 001)
Yes because its really helpful in many ways like
when youre doing calls and you have to practice to
yourself like you are talking notes with your
mistakes, mispronunciation. (FGD, 003)
Yes because for me, whenever i am not sure on
what i am saying, i tend to do some research to
correct myself. (FGD, 004)
In many cases, yes but seeking help to others is a
good way as well. (FGD, 005)
Ahmm its okay but i really need other people to
correct me especially in my pronunciation. (FGD,

006)
Ahuh, sometimes. Yeah. (FGD, 007)
2.2. How about error- Yes. Effective jud kaayo ang self-correction for me
correction? kay syempre kaparehas sa akong gi ingon. I need
2.2.1. Why or why not? to search for more.. kanag ana gud. I need to
explore for more kay kanang.. need nimo og
knowledge for everyone kay dili lang dapat nga..
ay ang learning man gud kay dili lang one way
process like its a two way process ah.. three way
process ana gud. Kanang dili lang dapat nga sa
imohang self.. ohh. Like.. oh. (IDI, 001)
Yeah. Same. Ahm.. i mean you can learn from
correcting yourself right? (IDI, 002)
Yeah.. yeah.. mas prefer ko ana kay beacause..
kanang at least ma kuan nimo siya to other
people’s perspective gud.. (IDI, 003)
How about I mean the error correction ahhm,
usually I could ahhh-asking help for that to my
other colleagues, to my friends and to my..I just
ahhmahh in error corrections, actually, I am not
really good at correcting myself that’s why I
always asking for others for help. (IDI, 004)

Like what I've said gina self reflect nako siya
saakong self rana? oh if someone corrects me?
Actually my boss are correct me like maejoy why
did you said that but eventually its okay now mas
ganahan ko ginasultihan ug ing'ana and yeah I
handle it well nman pud. (IDI, 005)
Aw oo, siguroanokanang be open mind baliahhm,
open-minded koana although medyo offended
syausahaypero okay raman.. (IDI, 006)
Oh yeah that’s good like ahm I need someone to
correct me. But now I am open to error-correction
for me to learned. (IDI, 007)
Yeah its fine also when someone is trying to correct
your mistakes cause its a call center agent ahmm
here in bpo we have communication skills training
so in that way our trainer can thought as on what
to do and how to develop our communication
skills. (FGD, 001)
Yes weve been doing this. Weve been practicing
this downstairs with me and my superior and also
ahm.. weve been doing that correcting each other
to help enhance our skills (FGD, 002)

We do that here, we do coaching. Its called
coaching when some things are not right or
something is wrong someone will approach you
and will coach you how to do things correctly.
(FGD, 003)
It depends for me. If they have a lot of experience
or they have i mean they know English better than
me ill be happy to be corrected. (FGD, 004)
Yeah (FGD, 007)
2.3. Do you like direct or Direct and indirect correction. Kay of course
indirect correction? sometimes man gud direct correction can be.. can
2.3.1. Why? lead to bad.. bad.. ahmm.... unsay tawag ana..
kanang bad way man gud siya. Bad thing siya
sometimes kung direct ang correction diba? While
ang indirect.. pero it doesn’t mean nga kung e
direct ka pag correct.it doesn’t mean nga ahmm..
tanan jud nga approach og direct na pag kuan kay
ma insult ka.. ana gud pero sometimes man gud.
There are persons nga.. you need. Ay kailangan
pod nimo mahibal-an ang ilang personality nga.
Kanang maka adapt pod ato. Like ana gud. Like
kung ma correct ba sila? Masakitan ba sila? O dili?

Like ana gud? So for me indirect siya kay kung
indirect... okay pod.. good pod siya.. what do you
mean by indirect? Hmm.. pero it doesn’t mean
back stabbing? For me.. for me.. sa.. sa direct and
indirect correction. It should be direct if youre call
center agaent pero if itsme as a person i would say
direct and indirect. (IDI, 001)
Direct. Ahmm i like it when the mistakes is not i
mean. Like you are wrong on this, correct it. (IDI,
002)
Direct. Kay at least youll be aware diretso.. kung
indirect kanang ... ahh no. Oo. I like direct
correction because diha ka maka learn more
instead of indirect. (IDI, 003)
Ahhhm, direct correction. I think I, that’s the
ahhhm, there’s I, I think I have you know, I am
very sensitive kind of person, when I could be
corrected. At first instance in my life, I am very
sensitive to that part. As of now, ahhhm, I’m really
glad to myself that I’ve been change myself, and
those direct corrections is really helping me to
change myself. (IDI, 004)

I like direct corrections because for me like unsa
mana siya oy but anyways somehow as what my
boss have told me I have a voice. I have a very very
big voice yeah its a plus one and I have the
confidence I only need to like soften my voice a
little bit and out feelings into it like Someone told
me before that don't you have feelings? Are you a
stone? so yuh along the way its okay now. (IDI,
005)
Direct..hahahaahha Direct koui, ofcoursesakanang ,
why not diretsosaakoakaysasa pang iagi pa nimog
I chanelchanel pa ayhamuabotsaakoa, so direct
nalang kay makasabotmakasabot man siguro pod
kay sigurodili man kamaistoryahanana kung wala
pod kamabuhatnamalidiba? So direct nalang.. (IDI,
006)
Direct correction I a nice way in a correct manner. I
like direct corrections. (IDI, 007)
I must prefer to ahm.. direct correction. For us to be
able to know our mistakes its better to have direct
approach for us to learn and avoid that mistake.
(FGD, 001)
Direct is more preferable to me and i am an opne
minded guys and direct approach is for
professional. (FGD, 002)
Ahmm its good to be frank with your mistakes
because its very. Its not like ah... youre not learner
but its good to be frank to have to learn something.
(FGD, 003)
I like to be more direct because im a person who
like to speak to people directly. (FGD, 004)
I like it when its direct. I prefer i mean i preferably
clear and concise. (FGD, 005)
The direct correction because that is what enable to
learn English faster and more i mean better in
English because people who are direct to you and
you wont really take it personally. Yeah. (FGD,
006)
Direct. I want to be ahm.. i mean point it out
directly from the person who wants to correct me
like there’s no like, fake. I like to real, something.
(FGD, 007)
2.3.2. Do you think it is Its because learning here in BPO... mahimo man
applicable to your co gud siyang daotan if magpaagi lang ka sa patama

call-center agents? tama ana gud? Or imohang ipaagi sa .. dili nimo e
2.3.3. Why? diretso sa iyaha kay kasi nga kita tanan diria walay
tulog.. walay.. ahh. Walay tarong nga rest diba? So
if mag correct ka sa iyaha directly in a good way.
(IDI, 001)
No i don’t think so. It depends on the behaviour.
(IDI, 002)
Yes because.. para.. tungod ana.. mahimo ka nga..
ahmm what should we call that?.. ahmm.. karon ay
.. i have difficulty in kanang.. mas productive ka sa
kuan.. call center agent. (IDI, 003)
Yes, of course. Actually, it’s also ahhh I think it’s
applicable for the all call-center agents, since ahhh,
yes as I’ve said earlier that you know everything
that you’ve been experience is useful learning for
yourself and for enhancement for your skills. (IDI,
004)
Yes, of course because mas dali ma maka ano bsta e
tap dayon ka that you should say this not that ana
gud so yes.(IDI, 005)
Oo. Para saakoa kaydirect kay dilinaman pod
nasiya new saamoangtrabaho, minsan pod

naakoyusahaymadunggannganaanapoddaw
channel channeldiretsonalangdawsaiyaha para
personal, dilinamakabaloangubansa issue,
paranging-anagud.. (IDI, 006)
Yeah as long as there is a respect when you correct
someone . (IDI, 007)
Yes thats what our boss to hear. They need to
correct especially on our communication skills.
(FGD, 001)
Absolutely yes. (FGD, 002)
Yes of course in order to learn together. (FGD, 003)
Yes because in order to help them, they should you
know or you should tell them directly that they are
wrong but not in a large crowd you should directly
tell them in a private. (FGD, 004)
Yes i think so because.. yes. (FGD, 005)
Very much cause we are talking to people who are
speaking English and it can also help us maybe in
the future when we go abroad. (FGD, 006)
Yes because we work as one in here. (FGD,007)
2.4. Is initiative important in Yes initiative is important kay of course. Ahmm..
learning English dili man siguro kailangan nga.. dili man siguro nga
language? kailangan nga uban tao pa ang makabantay para
2.4.1. Why did you say so? makabantay para mag learn ka diba? It should be
imohang self nalang pod kay sometimes ang
English baya no kay.. kanang. Kuan siya... kanang
obious . obviousbgani sometimes ang mali. Maka
ingon kag mali man.. ay makaingon kag mali
akong grammar so you can search it. You have a
lot of resources man. (IDI, 001)
Uhuh. Ahmm initiative of course ahm.. you
shoukd take responsibility to yourself you should
not allow others to mandate you eveyrtimeand
initiative is normal on people so we take initiative
especially when its the right thing to do. (IDI, 002)
Yes, ahm.. it is important because.. not all the time
man gud is.. kanang.. i mean.. maka learn ka in
your inititiate and then mas.. unsa ba... i cant
express the words in bisaya or in English also... is
inititive important? Yes, its important. Yes. *giggle*
yes..(IDI, 003)
Yes, its very important its not just about the rules
to learn language but you know yourself you must
find ways to learn language. (IDI, 007)

I think yes because you know we are still learning
so from that word “learn”. You need to have
initiative to yourself if you want to learn that thing.
(FGD, 001)
Yeah absolutely cause intiative is like taking extra
measure and extra step in learning English
language. Its not just you just lead with the book
but we have to get outside the book to learn more.
Thats it. (FGD, 002)
Yes of course its very important to take initiative if
you want if you really wat to learn English in a
more detailed manner. Also you need to consult
with the professional when you really want to
learn English because its not like you can do it on
yourself. (FGD, 003)
Well for me, yes. Ah.. not only because its part of
international language but also ah.. an additional
set of skills or your you know, assets. (FGD, 004)
Yeah.. yes of course you have to...you have to have
basic knowledge. Thats it. (FGD, 005)
Yeah very much cause ahm.. we cant learn English
language if youre not interested in it in the first

place. (FGD, 006)
Yes. Yes. Because its about adding new skill to
yourself because the more skill you have more
opportunity to come. (FGD, 007)
2.4.2. How about as a call- Yes. Yes. Yes parin ganun parin kanang muyra gud
center agent? siyag dapat sa imohang self kabalo naka ana..
murag ana gud. Or ikaw na sa imong self mag
2.4.3. Why did you say so? explore mismo. (IDI, 001)
Yes of course kay.. you have .. ahh. Task given so..
or ano.. its your initiative to learn and to ano... to..
improve yourself in speaking English language..
like that... (IDI, 003)
Ahhhm, actually yes, I think, yaaah, initiative
important in learning English since as I’ve said
there’s nothing wrong with in you learn in
initiative way, so yes, I think not all the person
who are really a good ability to learn with others.
(IDI, 004)
If you have not the willingness to learn the English
language like wala jud, dili jud di jud mapugos.
(IDI, 005)
Oo naman..kaydili man gudginaanosa ay
saisakasho…isasitwa,
iisakasitwasyonhehe..kanangmurag I spoon feed
nalanggudsaimohatanan,, murag mag initiate pod
kagimohangsarili pod. (IDI, 006)
It is applicable to all jobs. (IDI, 007)
Yes because when we do our task like calling or
something, we do texting with our customers or
clients. To have a communication, initiative is
important and it comes within yourself and its
your ahm.. decision on how you would build a
connection with someone else. (FGD, 001)
Yes ive said initiative is very important. Anyway
its a daily basis, you can apply it. Initiative is not
just you cant learn, its a part of the demeanor of an
individual thats good initiative. Its very important
in daily life or in daily basis in work or even at
home. Initiative is a good part of life. (FGD, 002)
Yeah ah...yeah for me you know, reading ah.. the
scripts in your own like ahmm speaking to yourself
like in a mirror and its really helpful you know to
really enhance your communication skills in

English. (FGD, 003)
Yeah its because thats a skill you need in order to
ah.. make sale or make a closed deal. You need to
you know speak in English because the seller and
customer speak English. Ah.. Americans, their first
language is English so you need to have the
initiative to learn English. (FGD, 004)
Yes being initiative is somewhat like i think it is a
synonym to proactive and thats ahm.. the skill or i
think yeah skill that you have to have if you’re in a
bpo industry. (FGD, 005)
Very. Yeah its very. Yes were not just talking, were
not just talking.. were not just ahm.. speaking
English language just for fun okay? Were also
speaking English because we have customers to
serve and also this can build rapport to them if we
really know how to speak English. (FGD, 006)
Very important because its the way we can
communicate because we know that English is the
universal language so everybody there would have
to speak in English. (FGD, 007)
2.4.4. What if initiative is You have to consult your coach. Is this the right
absent? thing to do? Do i need to do this? (IDI, 002)
Then.. you need to let yur co workers to teach you..
or to direct correct you.. like that. (IDI, 003)
Hmmmmmmm.. if initiative is absent, it’s just , you
can learn to other person, yes ahh, actually in
learning English, since here in our country it’s part
of our curriculum and that’s could be considered
as you know as an initiative learning, and you
know to each other to the other person who is good
in language in English. Yes, this could be still you
can learn even though initiative is absent. (IDI,
004)
Dili ka maka learn. hmmm(IDI, 005)
Absent?Sigurodilikaano, dilika productive, di ka
productive,,,ahhhunsa pa ba..dilikakuan, siguroka
ma ano..ahh, baga in position, dilika ma,
makaadtog next level ba something ingana.. (IDI,
006)
I don’t think its possible. (IDI, 007)
So as what ive said, we are still learning though we
are working here. But ahm.. from our day to day
work here in bpo there are a lot of changes and its

not a lot but sometimes cause especially in talking
and adapting environment. It is my first job here in
the bpo. So i think thats it. (FGD, 001)
In every work place theres always a constant
change and its up to you if youre open minded
and.. or free and adaptive employee. Here we do
constant change in rules in ruling, in doing our call
flow well its not really hard to adapt. Mainly we do
scriptly. Thats it. (FGD, 002)
Ahmm.. by just going with the flow. You just have
to suck it in, you just have to absorb everything
and yeah its not like its really hard but.. because
the only difference is that you have to speak in
English and thats pretty much change that im
experiencing. (FGD, 003)
Oh well for me, yeah. By just listening to my ah..
co-workers, colleagues. I tent to you know, learn
English even more better. (FGD, 004)
Of course by going with the flow i think. Thats it
and not just that one but also ahm.. yeah i think
thats it. (FGD, 005)
By communicating everyday with them in English.

Thats it. (FGD, 006)
Well its about thinking less of it. Going with the
flow. (FGD, 007)
2.5. How did you adapt Oh like ana.. syempre sa kuan sa balay kuan ta
constant changes in diba.. naa.. mag speak to vernacular tapos diri sa
your workplace? work we need to speak English because we have a
policy. So ahmmm how i adapt? Ahmm.... siguro
base lang siguro sa... or ah.. kuan..sa imohang
colleague ana gud? Like if makikisama pod ka if
ingon ana ang ilahang ahmm... ilahang unsay
tawag ana.. on how they act then be it... (IDI, 001)
I think i’m used with the changes. I don’t know. It
depends with the person kasi if you’re used to an
environment where change is constant so for me,
ahmm.. i.. i.. i really don’t like.. naka staggard lang.
Like ganito lang palagi so. I’m more on like
exploring, so i can adapt easily. (IDI, 002)
Well.. like accept. E accept lang nimo siya.. like..
ang changes because its constant.. change is
constant baya. Yeah. (IDI, 003)
Ahhhhh, yes ahhh, actually there’s ah, like for me,
I’ve been struggling here in new changes but still,

you know, you only have to believe in yourself and
youst need to be more confident what you might or
what you may do for your satisfaction. (IDI, 004)
how did I adapt? like my willingness and passion
to thrive and my passion to go like to be on top like
I really want to be on top I don't want to end up in
a bottom cycle of the chain so yuh. (IDI, 005)
Yes…Ohhh…same saakokaron *laugh*, base sako
kay muragakojud, maojudnaakong position kay
muragnabalhinkobakalitlang, ahm, dili man
syaahh, perosaakoakoa, akosyanggiisipnamurag
new challenge napodba oh oh… and then ,
giunsanakosyapag adapt? Wala, I just love my job,
analang, and then, willing to learn judko kay
bisagnaakadidto,na learn
natonimoimongdatingaano department kung baga
or account, naanapodkasa new account
makalearnnapodkaglahi..anaba. (IDI, 006)
2.5.1. How can you say that Ahmm well i can say that i can adapt changes
you’re already adapting because ive been an agent to ahm.. then i trained to
these changes? What become a supervisor so there is a lot of changes in
are your indicators? there and there is a lot of ahm.. pressure so.. you
know. (IDI, 002)
Ahm... right now.. dili pa kaayo nako siya.. ahmm
little. Murag gamay gamay na adapt nako siya
kay.. kanang.. dili man kaayo ko ano sa English
gud and then.. madungog lang nako.. and then
they teach me how to do it.. kaya maka ana ko nga
ahh na apply na nako siya sa akong work and sa
akong self. (IDI, 003)
Ahhhhm, a-actually I can’t consider myself that I
already adapting these changes and ahhh you
know where you’re more comfortable to work with
that thing. Ahhhhh, you know ahhh, you are more
confident , and you know you make things a lot, I
think that those things is more a lot easier. I think
that could be considered that you are you know,
ahhhyou’re already adapting the changes. (IDI,
004)
What are your indicators? My indicators my
position right now because in the past I was an AI
and now I am Instesection manager so I'm really
determined to go up higher If i can ahm and I
know that I can.(IDI, 005)

Saakoang new account karon or sa job ba? Sa
job..wala, love langjudnakosiyatapos nay
mgagipang-endorse saamoangamgaahhm,
parehaanangmga new accounts, ano..naajudkoy
willingness namatun an ang account. Indicator..I
don’t
know..ambot..ganahanlangko..oohh..parasaakoa
new learnings, and then kanang para pag kana
bitaw open man pod kosa possible ways
namubalhinugkanangkuan, siguro kung
naanapodkasalaing centers, muragnaanapod kay
ideas ba. (IDI, 006)
If I’m doing it right already. I have mistakes but
then But I overcome it because I did it correctly.
(IDI, 007)
Ahm, in terms of English language or i can say sing
English as a communication tool, my indicator is
ahm.. my communication skills is somewhat
developed when i started to work here as a call
center agent. Thats it. (FGD, 001)
Well by absorbing all learnings that .. what do you
call this. Adapting it open arms. Yes thats it. (FGD,

002)
Ahm.. well when my first here, im not really that
good in speakibg in English. Im not really fluent
but as the days goes by you know, dialling with
clients and speaking to Americans attending
training. Youll really learn to adapt and you have..
you learn to speak more and the better. (FGD, 003)
Yeah, one of my indicator is whenever i speak with
anyone like to my mom, i tend to speak in English.
(FGD, 004)
So i think communications will occur.
Communications will occur in a particular
situation. (FGD, 005)
The progress that i made every single day. (FGD,
006)
I feel like im comfortable with it. (FGD, 007)
3. What are the insights of Ahmm... as a call center agent..ahmm
call-center agents engaged communicating jud. Ahh.. or communication.
in learning English Kanang.. is vert significant ana gud? Kanang...
language? siguro sa pag learn og English you don’t need just
to read.. you don’t need just to search that
ahmm..mag communicate pod ka like

communicating othersman gud kay murag one of
the way to learn.. kanang ingon ana gud like you
can learn through corrections kapareha ganina...
(IDI, 001)
Yeah. I speak more fluently now. (IDI, 002)
Ahmm...with the help of.. ano.. work nga call
center agent.. ma improve jud nimo imong English
skills. Speaking in englihs.. diha ka maka tan aw og
impoving your communications skills and ahm..
understanding the English language itself kay
more on englihs man ang kuan.. work. (IDI, 003)
Yes, ahhh, could be my insights is that, just love
learning and you know there’s always be, there’s
nothing wrong with learning something for
yourself ‘coz learning English is really good since
here in our country we are really a fans of BPO
industry, learning English language, there’s a lot of
opportunity here for applying call center and yes it
could be my insights. (IDI, 004)
The insights as a call center agent what do you
mean? insights hmmm what are my insights as a
call center hmmm it's really a plus point as a call

center agent engaged in english more coz you
always yeah everyday you'll talk to a client,
americal like yah your english is your mean of
hmm mean of communication so yeah it's a plus
point.(IDI, 005)
Unsaman..ideanko para maka learn ko, unsa man
ah… *laugh*, I don’t know, siguroano man gud,
para man gudsaakoa, kay ambot, gusto
lngjudkomakalearn kay gusto komakakat on , and
then kung baga, pranka lang..
dilijudkomabehindbahahaha.. (IDI, 006)
In school you need to learn the structure but in call
center you need to be a good communicator. (IDI,
007)
So as a call center agent or a customer service
representative engaging ourselves in using English
language. Yeah we need to accept the fact that
using englihs language is a must when you are in a
call center because you are dealing with people
which are.. i mean which is tyou know using the
primary language which is the English but when
you do your task when you do calling, you need to

stick with your script, stick with your goal for you
to be able to ahm.. get what you wanted to your
customer directly. (FGD, 001)
Basically my insights as a call center agent is good
communication skills and... ive been able to
communicate well in this language in daily routine.
(FGD, 002)
As a call center agent we usually speak with
Americans. Whats funny is that though Americans
have good pronunciation and good communication
and confident they tend to switch the grammar.
They don’t really speak correct grammar so yeah.
(FGD, 003)
I think when you already start learning English ah..
you learn how to improve your active listening
skills, the way you pronounce, the way you speak
to the customers or the clients. (FGD, 004)
Honestly i cant really spot what are the learnings i
got in here... i think its not the language. Its not the
English language but... ive learn a lot of things
right before i got here. I have a lot of experiences
already in engaging in English language because

im a graduate of bsed English. (FGD, 005)
For me just to speak English language confidently.
(FGD, 006)
Okay being in here we must ah.. keep our minds
like ah.. active... you know we must be strong
because most of the people we talked were irates
and you must just.. you must have a hard heart
and you must have to be insensitive of wehat they
say because its kinda hard but at the same time you
must be sensitive to the persons that are good to
you, like if they talk kindly, you must to them
kindly. (FGD, 007)
3.1. As a call-center agent, In communication skills.I do like it. (IDI, 002)
did you noticed any Yes, actually there’s a ahhh big changes in myself,
changes in yourself as basically I am a kind of person who is lack of
an individual? confidence. As I work here, I gain confidence right
3.1.1. Which changes in now. I also gain more experience in you know in
particular? speaking more it does really help my skills, and
3.1.2. Did you like it or not? also working here enhancing my communication
3.1.3. Why? skills. smile* actually ahhhh, I love it, I do love it.
You see yourself improving that’s really a, that
could be considered as success for yourself, and

yes, ahhm, especially when you have you know
goal for yourself for improvement. (IDI, 004)
hmm ah yeah I like it I have more kuan confidence
than before then may talking have soften a little bit
and back then wala daw feelings ko they way ko
mu speak but karon dw kay naa na i think it's a
progress I like that skills and my leadership skills.
(IDI, 005)
Yes. Changes…siguropagtan aw saubangtaosakoa,
unsaba, or kanang, ano man gud, kanangmuragself
confidentahhh confidence akongna earn ba, since
sauna, gusto langkomakalearn,
niyamuragdakokogkahadlok,anaba..
perokaron,ngamuragnasalangnajudkongamakaing
onkonganaanakosa step to..muragnalahijudcya,
and then muragmaka appreciate angubangtao,
para man gudsaubanlisod kayo
sudlonanginganinga industry, peroakoniagi pod
bayakoginganakahadlok, pero since
nganaanakodri, muraganojuddiay mas mayo
ngaitryjudnimo..anaba.. (IDI, 006)
Last time, I’m not really good at speaking English.

So right now, I am able to speak. I like it because I
am good at it right now. (IDI, 007)
Yes of course.Ahmm self confident specially when
talking and dealing with other people using
English language. (FGD, 001)
Individually and professionally yes. I was able to
adapt these language and able to connect with
other people as well. (FGD, 002)
No.When i leave this building, i don’t really take
baggage. (FGD, 003)
Yes i think.back then, i have cousins that lived
outside the country, back then i wasn’t able to
speak with them in a way that i can express whats
in my mind. (FGD, 004)
3.2. Do you think those Kasi ah.. sa akong gi ingon ganina.. this is one of
skills are relevant to your advantage or your edge diba? As.. as a person
your life outside your or a worker as employee kay... if.. if.. maka.. sa
workplace? work na. Somebody can approach you.. kanang.. in
English. Ah.. ana.. so kanang maka communicate
3.2.1. Why did you say so? kag well ana gud. (IDI, 001)
Yes of course especially that im still studying. I can
use it. (IDI,002)

Yes because as a.. im also a student.. ahmm..
kjanag.. a call center work and learn the englishg
itself, naapply nako siya sa school to converse
properly in English language and to share my
thoughts in English.. ana.. (IDI, 003)
Actually ahm, yes.. That could be relevant to
outside the the BPO. Here in our country, you
don’t only meet person locally, you also meet an
internation person and you know, learning
Englishit is an international language. I think what
I’ve been learned here inside the call center is also
applicable on the outside. (IDI, 004)
Yes, because it's a plus point if you know English
because english is our number 1 language around
the world.(IDI, 005)
Oonaman.. Of course..ahhhm, kuan, dili man
gudingonngakanangnaa kay inganinga field,
muragdirinlngjudtamanimongpagiging
responsible, anaba.. ahhm,
imongpagpaningkamot ..Oo kay
nagtrabahodilinaman pod ingon kay gusto
langnakomakalearn or makasulodinganinga
industry, of course, sahuddiba? Hehehe be
responsible as a mother of my daughter
analanggud..as a kanang..althoughnagingfailure
kominsanperokaronmuragnibangonkoba,
something inganagud. (IDI, 006)
Yes, whatever or wherever you go those skills are
important to live your life. Knowing how to
communicate well with people. (IDI, 007)
Somehow cause you know i have some nephews
that i need to teach using the English especially
those kids. (FGD, 001)
I’m able to adapt this in our house basically with
my child. Im able to teach my child. (FGD, 002)
Yes cause for me learning English in life i mean life
outside is connected. Throughout the process of
English, its hard but we need it to you know
improve ourselves. (FGD, 004)
I think yes. (FGD, 005)
It depends on the situation you are in. (FGD, 006)
Well basically were different people with just the
same outsight because we talked a lot of people
and its just the same on the outside. Different

personality and approach. (FGD, 007)
3.3. How would you Ahmm.. it is somehow different from learning
describe your through your own like by your own i mean. Ahm..
experiences in learning its different from learning na through reading ana
English language in gud? Cause its broad when you learn ahm.. in a
your workplace? workplace kasi there are a lot of people eh. Kanag
daghan man gud og tao nga pwede makadungog,
3.3.1. Why did you say so? pwede maka ahmm.. maka correct. Ana.. pwede
nga ahm.. maka storya sa imo maka tap na oy its
ahm.. its grammatically wrong. (IDI, 001)
It actually fun but ahm.. it gives pressure to certain
person. Because English is not easy and so.. yeah..
(IDI, 002)
fun because ahmm.. dili man siya like school nga..
kanang.. with all the kuna jud.. its more like
conversing so.. fun siya. (IDI, 003)
Ahhhm, so ahhm, I will describe my experiences as
ahhhm, really hard you know, shaking, ahhh and
also enjoyful experience learning English language
since ahhh, ahhh, I really love that learnings, I
always love learning myself also to see that I’m
learning and yes ahhh I describe is really amazing.

(IDI, 004)
How would I describe my experiences like it's not
easy like call nako sa isa ka client like maratol ka
ba kay makig istorya kag mga amerkano but ma
overcome lang naman nimo siya if gusto nimo like
eventually maanad ra gyud ka. (IDI, 005)
Describe,,unsanaman pod…ambot..hehehe..unsa
man ang…nisantosakoutok is
kuankanang..happylang, overwhelm, unsa pa?
kanaramayni centered saakongutok..unsa pa.. I
don’t know..kay same saakonggiano same
saakonggitubag, ngakanang, kanangnagka, kanang
confident koba, unlike before, something
gudngainganagud.
(IDI, 006)
I find it interesting because I have the ability or the
chance to learn English language more effectively.
(IDI, 007)
Again its fun but its hard. (FGD, 001)
Its fantastic and im learning English for free and i
get paid and also im loving it. Learning is
supposed to be made in a funny way. (FGD, 002)

Its fun and speaking with customers is every ups
and down becauseyou have good and bad caller.
Its not a bad way and its not a good way but yeah
its fun. (FGD, 003)
Well for me i really had a great fun, experience
learning English in this workplace because i spoke
to Americans thats a bit harsh and funny cause you
know, they never speak to me like “hey, hi are you
a call marketer or something?” (FGD, 004)
Its quite fun and i learned a lot.. not a lot but some
terms which you cannot even... i mean there are
some terms that we cannot learn in our school days
way back then that you can only learn here in the
bpo industry and i thing that a good thing for you.
(FGD, 005)
Its quite fun actually cause people here are fun,
they are fun to be with.(FGD, 006)
Well ah... its fun and its ah... fun and... yeah.. life
realization. (FGD, 007)
3.4. What are the greatest Yeah for me.. communcication jud. (IDI, 001)
lesson you’ve learn in Change is constant. (IDI, 002)
your journey of being a Kuan patience... yes kay.. sa call center.. pag naa ka
call-center agent? sa call center..patience jud ka kay sa workload
itseld and then.. managing your kuan pod time
and everything and so.. and learning also the
neglish language. You have. You need patience..
not everything you will learn kanang kuan. In a
snap. (IDI, 003)
Ahhm, the greatest lesson is ahhh, yahh,, just don’t
be afraia and always ahhh stand for yourself to
gain your confidence yes ahhh, I’m really proud to
myself that I, I reached that ahhm state of myself
improvement. (IDI, 004)
The biggest lesson I've ever learned as a call centet
agent is that no matter what people will say about
you don't listen to them just look forward on
what's ahead of you and like yuh ahm those people
doesn't matter as long as. anyways they don't have
say in your life wala silay labot saimoha so like yuh
work hard as on the top and don't let people drag
you down or like push you down or whatever.
(IDI, 005)
Hehehe..unsa to? greatestano?lesson..hmmmm.
kuanjudunsa man ah..pagpaningkamot man

gihapon, kay although ano man gudsiya, although
kanang..kannag, para saakoa, daghankog ideas,
maglisudkog express, peroginaworkoutnakocya,
until karonmakaingon pa
ganikosaakokaugalingonngahala kaya
diaynakonoh..maoramansiguronoh,…*laugh* unsa
pa… lessons..unsa man ah..kuan…..maoramna,
pagiging responsible langjudsiguro.. (IDI, 006)
Ahm the greatest lesson I’ve learned is that you
just need to have the courage to learn language in
particular. Success is driven by willingness. (IDI,
007)
You need to accept what others see you. If they
have some.. if they correct your grammar or they
correct your pronunciation because in that way it
can enhance your skills and develop you also.
(FGD, 001)
Yeah the communications skills. I thought i wasn’t
able to do this communication because this is not
our mother language and its our second. I realized
that i am able to speak and communicate well.
(FGD, 002)
I learned many things like how they pronounce
and speak words and numbers. 32 and something
like that. (FGD, 003)
The greatest lesson i learned ah.. my journey here
as a call center agent is ah.. i think hm... don’t be
judgeful and ah.. adapt everything i mean not
actually. I mean adapt the good thing that
surrounds you. (FGD, 004)
As a virtual assistant, you have to be heart strong.
You have to have a strong heart. (FGD, 005)
For me, just be confident and always take ciritcism
even if its bad or good because it.. because ahm.. it
can make you learn more and build your
knowledge about English. (FGD, 006)
We must outline for ah.. improvements for
ourselves. (FGD, 007)
3.4.1. Would you think such Ahmm.. as of now siguro kay dili.. so far nga
lesson will be realized if kanang akong nakita. Diri pa man gud nako nakita
you didn’t become a nga murag communication jud. Pero siguro if
call-center agent? ahmm.. kanang maka work ko through othe rowkr
3.4.2. If yes, why? If no, why? or workplace ahm.. maka realize guro ka through
ay kanang ana nga ahm... ang lesson. Kay BPO

man gud or ahm.. as a call center man gud. You
need to communicate more. (IDI, 001)
I don’t think so becase theres certain lesson na sa
call center lang. (IDI, 002)
Yes katong wala pako nag work sa call center
agent.. kanang kuan.. i am the boss of myself so.. i
cant wait for you to..kanang.. i cant wait.. kanang
ako pay mo hulat sa imoha and everything.. i mean
no. (IDI, 003)
Hmmm..actually hmm, in that kind of question,
I’m not really sure of that,, ahhmm I think yes … I
think this is the only industry that know you
should enhance your English language and I think
you not be have got into that kind of realization if
didn’t become a call-center agent. (IDI, 004)
Uhmm No i guess no. Because anyways to go o
bisan asa paka like anywhere bisag asa ka mag
trabaho kay naa juy masulti ang tao samoha gud
and like especially toxic man gyud ang call center
and you will always encounter like new people
new kinds of people and some will try to like drag
you down but yuh don't do that just like work your
ass on the top yeah wala gihapon na silay mahimo
ug naa ka sa top so bye. (IDI, 005)
Of course..natural, bisanpagdilika call-center agent,
kung nay initiative nabuhatonna, para
langsaikaayonimo, why not, diba? (IDI, 006)
No. I can still realized it without being a call center
agent. Willingness is a whole. (IDI, 007)
I think so, somewhat yes. Ahm... cause you know
even if.. i am not a call center agent right now, im
still a student which is ahm.. tooking up secondary
education major in English so thats it. (FGD, 001)
Maybe yes and maybe not because before call
center, i am able to do a hospital care job, im able
to communicate people such as foreign guys so
yeah before bpo, im able to speak English already.
(FGD, 002)
Yes because ah.. we are.. we tend to stick to... we
stick to speak in English as a Filipino not like an
American. (FGD, 003)
Yes cause if im not a call center agent right now, it
will be a little bit harder for me to learn English
cause if you know youre not a call center agent.

You don’t have enough Americans to speak with.
(FGD, 004)
Yes. I think ahm... maybe if i pursued my degree
well yeah. Not just here, i can even realize it even if
im not here in bpo, not just here. (FGD, 005)
No actually you can realize that even if youre not a
call center agent. It depends on the situation.
(FGD, 006)
3.5. Do you think that being No, its because *giggle* before ka ning sulod diri,
a call-center agent is the you know na dapat the basics. Dili man ka
only reason why you makasulod sa.. pero kanang.. it made you realize a
have learned English lot of.. a lot more words, a lot more ahm..
language? grammars ana gud nga.. there are correct things.
3.5.1. Why or why not? Ay incorrect things nga dapat diay e correct to siya,
ana gud? So..so.. sa call center ud nimo murag
kanang.. na build or ana ang imohang proficiency
sa imohang English. (IDI, 001)
No. Ahm.. back when i was in high school ahm..
mostly of my friends speaks in English and in my
course like today in college. We are obligated to
speak in English. (IDI, 002)
No because.. ano.. school.. and then the people nga

naka learn og English... conversing people in
English.. thats why i applied for call center because
i know that i have the guts. Or i have the.. ano..
maka call center agent ko.. (IDI, 003)
Ahhh, I think it’s not. Since you have already
learned it in your school day. It’s just ..It’s just call
center is just a place of improving and I thing that’s
could be great, that’s really a good thing if you’re
ahhhm, what you’ve learned in your school time,
in college time is ahhhm you improve to the call
center agent that’s could be a great thing. So as I’ve
been said that’s not the only reason of it but yes..
(IDI, 004)
No. I already learned it way back elementary ay no
sa balay akong parents but plus points gyud kung
nag work ka as call center agent like lahi ang
training ground like sa school naa man tay english
didto wala lang tay accent didto like kung ga work
ka as a call center agent the accent will come to
place so plus points as a call center agent. (IDI,
005)
No…*laugh* Of course, kanag para saakoa kay

kanang, hello..magingprangka,
lahirajudugkabalokaugkasabotkaug English diba?
Lahirajud..pero kana siya stepping, stepping stone
nimobangakanaang, ako kay gusto man
judkomususlodaninga BPO industry, ang
willingness nako nag over-over jud *laugh*
maonggina, gusto nakonamutuonjudugkaning
English namahasako, maonghiligkomubasa, mag
tan aw ugmga movie,
anagud..maoramansiguro..tapos para pod makipg
communicate samgatao, taposkasabot pod ka..
(IDI, 006)
No you can still learn English language in school or
in others. But with being engaged in a call center or
BPO company It is an advantage to learn easily.
(IDI, 007)
No because you know when you are.. ieven if you
are in your elementary, English is ahmm we still
use that even though its not our primary language.
(FGD, 001)
No because even at school we have this. Yes
absolutely. Theres so many ways to learn English

before bpo but bpo is a big factor for me. (FGD,
002)
No because i already.. we already learned English
back in our elementary days. (FGD, 003)
Actually no because my mom told me to you know
learn English cause shes in the Us right so
whenever i get the a chance to go to there it would
be easy for me to adapt the surroundings there.
(FGD, 004)
No because before i work here, i have basic
knowledge about English. You cna learn English
by watching movies and reading something in
English. (FGD, 006)
No because during my childhood days i always
watch cartoon movies and yeah thats how and also
my mom and also my cousins speak with me. Most
of my relatives lived in England so when they
come at home i always talk to them thats why i get
used to em. (FGD, 007)

Archival Data Sheet
ID No./ Interviewer Encoder Translator
Pseudonyms
IDI001 – Eduardo Pedelyn Pedelyn Pedelyn
IDI002 – Marites John Pedelyn Rizadalle
IDI003 – Pedelyn Pedelyn John
Luzviminda
IDI004 – Roberto John John John
IDI005 – Adelaida Rizadalle Rizadalle John
IDI006 – Remedios John John John
IDI007 – Pedelyn Pedelyn John
Esmeralda
FGD001 – Josefina Pedelyn, John, Pedelyn Rizadalle
Rizadalle
FGD002 – Joselito Pedelyn, John, Pedelyn Rizadalle
Rizadalle
FGD003 – Rodrigo Pedelyn, John, Pedelyn Rizadalle
Rizadalle
FGD004 – Rizardo Pedelyn, John John Rizadalle
Rizadalle
FGD005 - Pedelyn, John, John Rizadalle
Carmelita Rizadalle
FGD006 – Pedelyn, John, John Rizadalle
Gregoria Rizadalle
FGD007– Erlinda Pedelyn, John, Pedelyn Rizadalle
Rizadalle
Note Taker Form and Field Note
ID Number: IDI001
Pseudonym: Eduardo
Date of interview: May 19, 2021
Time: 5 A.M.
Location: Alinq Global Solution Inc. HR Office
Interviwer: Pedelyn Joy Gaum
ID Number:IDI001
Pseudonym: Eduardo
Interviwer:
Pedelyn Joy Gaum

ID Number: IDI002
Pseudonym: Marites
Time: 5 A.M.
Interviwer: John Rey Pacena
ID Number:IDI002
Pseudonym: Marites
Interviwer:
John Rey Pacena

ID Number: IDI003
Pseudonym: Luzviminda
Time: 5 A.M.
ID Number:IDI003
Pseudonym: Luzviminda
Interviwer:
Pedelyn Joy Gaum

ID Number: IDI004
Pseudonym: Roberto
Time: 5 A.M.
ID Number:IDI004
Pseudonym: Roberto
Interviwer:
John Rey Pacena

ID Number: IDI005
Pseudonym: Adelaida
Time: 5 A.M.
Interviwer: Rizadalle Raganit
ID Number:IDI005
Pseudonym: Adelaida
Interviwer:
Rizadalle Raganit
ID Number: IDI006
Pseudonym: Remedios
Time: 5 A.M.
ID Number:IDI006
Pseudonym: Remedios
Interviwer:
John Rey Pacena

ID Number: IDI007
Pseudonym: Esmeralda
Time: 5 A.M.
ID Number:IDI007
Pseudonym: Esmeralda
Interviwer:
Pedelyn Joy Gaum

ID Number: FGD001, FGD002, FGD003, FGD004, FGD005, FGD006, FGD007
Pseudonym: Josefina, Joselito, Rodrigo, Ricardo, Carmelita, Gregoria, Erlinda
Time: 5 A.M.
Interviwer: Pedelyn Joy Gaum, John Rey Pacena, and Rizadalle Raganit
FGD002
FGD001
Joselito
Josefina
FGD003
Pedelyn Joy John Rey
Gaum Pacena Rodrigo
FGD007
Erlinda
Rizadalle
Raganit FGD004
Ricardo
FGD006
Gregoria
FGD005
Carmelita
PEDELYN JOY M. GAUM
Floraville Homes, Apokon, Tagum City
Cell Number: 09074030282
E-mail Address: Navygirl1900@gmail.com
PERSONAL INFORMATION:
NICKNAME: Joy
BIRTHDAY: February 19, 2000
AGE: 20
NATIONALITY: Filipino
RELIGION: Catholic
CIVIL STATUS: Single
FATHER’S NAME: Peter B. Gaum
MOTHER’S NAME: Delia M. Gaum
EDUCATIONAL BACKGROUND:
ELEMENTARY: MAGUGPO PILOT IMELDA

ELEMENTARYSCHOOL
Tagum City, Davao Del Norte
2011-2012
SECONDARY: TAGUM CITY NATIONAL HIGH

SCHOOL
2017-2018
TERTIARY: ST. THOMAS MORE SCHOOL OF LAW

AND BUSINESS
Bachelor of Secondary Education- English
2019- Present
JOHN REY L. PACENA

Prk. Camia, Magugpo North, Tagum City
E-mail Address: johnreypacena@gmail.com
NICKNAME: Jay-Ar
BIRTHDAY: Sept. 24, 1991
AGE: 29
RELIGION: Christian
FATHER’S NAME: Rey L. Pacena
MOTHER’S NAME: Lorna L. Pacena
ELEMENTARY: JESUS LIMAIN ELEMENTARYSCHOOL
San Vicente, Sto. Tomas, Davao Del Norte
2002-2003
SECONDARY: SALVACION NATIONAL HIGH SCHOOL
Salvacion, Sto. Tomas Davao Del Norte
2006-2007

AND BUSINESS
2019- Present
RIZADALLE H. RAGANIT
9B Poblacion, Maco, Davao de Oro
E-mail Address: raganitrizadalle@gmail.com
NICKNAME: Dalle
BIRTHDAY: December 4, 2000
AGE: 19
RELIGION: Protestant
FATHER’S NAME: Rodel E. Raganit
MOTHER’S NAME: Rizalina H. Raganit
ELEMENTARY: MACO HEIGHTS ELEMENTARY

SCHOOL
Poblacion, Maco, Davao de Oro
2012-2013
SECONDARY: ATTY. ORLANDO S. SARMIENTO
NATIONAL SCHOOL
Binuangan, Maco, Davao de Oro
2018-2019

AND BUSINESS
2019- Present
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Letter to Conduct a Study

Ms. Jessa Osigan

(Sgd.) JOHN REY PACENA

(Sgd.) RIZADALLE RAGANIT

(Sgd.) ANA MARGARITA R. CRUZ

(Sgd.) VINA M. ZARAGOZA, Ed.D.

This study seeks to answer the following questions:

1. What are the experiences of call-center agents engaged in learning the

learning the English language?

experiencing those things up until now?

2.1. Is self-correction effective to you?

2.1.1. Why or why not?

2.2.1. Why or why not?

2.3. Do you like direct or indirect correction?

2.3.2. Do you think it is applicable to your co call-center agents?

2.4. Is initiative important in learning English language?

2.4.1. Why did you say so?

2.4.2. How about as a call-center agent?

2.4.3. Why did you say so?

2.4.4. What if initiative is absent?

2.5. How did you adapt constant changes in your workplace?

What are your indicators?

3. What are the insights of call-center agents engaged in learning English

3.1. As a call-center agent, did you noticed any changes in yourself as

3.1.1. Which changes in particular?

3.1.2. Did you like it or not?

3.2.1. Why did you say so?

3.3. How would you describe your experiences in learning English

language in your workplace?

3.3.1. Why did you say so?

become a call-center agent?

3.4.2. If yes, why? If no, why?

have learned English language?

3.5.1. Why or why not?

call-center agents engaged can learn it everywhere. So murag mahimo siya

language? nga second language kun dili.. ahm.. as Filipino

maadapt man pod gud nato siya bisan asa.

Everyone can speak English here in the Philippines

like bisan basic lang kayo siya nga English so...

ahmm.. as a call center agent dili man ingon nga

kailangan nga fluent ang imohang English pero

through experiences nga imong naagian like...

pwede ka mag call center like ana gud. Bisan basic

lang nga English ang imohang naadapt thorugh

experiences, ana..(IDI, 001).

Ahm.. i was pressured to you know.. learn in

English because ahm.. its more like mandated

ahmm.. to learn English especially your talking

with a client ahmm. You have to engage more with

ahm.. foreign clients so ahm.. i need to speak well

and i need to learn more on English because its

their native language so i read more books and i

Ahh.. the experiences.. kuan.. well some of the call

center agents ahmm.. mostly ahm.. they would be

hired.. they should be prof.. ahmm fluent in

English diba? So Okay lang .. i mean.. what are the

experiences.. like.. unsa pa ba na experiences?...

Oh yes ahhh..actually my experience here in

English language ahhhh I think I could say that it’s

been enhanced and improve since I’ve been ahhhm

deployed in this of country which is BPO and

we’ve been talked to different persons to another

country specifically in Americans and yes I think