DETERMINANTS OF EMPLOYEES PERFORMANCE AMONG CALL CENTER

AGENTS

This research endeavor is carried out to contribute to the body of knowledge and
help call centers to improve their job performance in particular and operations in
general, as technological advancements in handles incoming or outgoing customer calls
for an organization in the business industry.

CONFIDENTIALITY

All data gathered from the respondents will be kept confidential and for this
research purpose only. The researcher will uphold the respondents’ right to privacy as
identified by the Data Privacy Act of 2012 (RA 101743).

RESPONDENTS

The respondents of the study are the young professionals who are customers of
social commerce websites that are eligible to answer this survey questionnaire.
 DETERMINANTS OF EMPLOYEES PERFORMANCE AMONG CALL CENTER
AGENTS

PART I: THE LEVEL OF IMPLEMENTATION OF DETERMINANTS OF EMPLOYEES’ PERFORMANCE

Direction: Rate the level of your agreement on the following statements using the following scale. Mark
the corresponding tick box that best corresponds to your choice.

Scale Verbal Description Response Anchor Interpretation

5 Strongly Agree ( SA) Highly Implemented

4 Agree (A) Implemented
3 Somewhat Agree (SA) Moderately Implemented

2 Disagree (D) Not Implemented

1 Strongly Disagree (SDI) Highly Not Implemented

THE LEVEL OF IMPLEMENTATION OF DETERMINANTS OF EMPLOYEES

5 4 3 2 1
PERFORMANCE

RECRUITMENT AND SELECTION - - - - -

1 The company hires through job postings

2 The company reviews or screen resume

3 The company conducts in-person interviews

 4 The company does reference check
5 The company selects the most qualified candidates based on recruitment and
selection process
TRAINING AND DEVELOPMENT - - - - -

1 The company provides training related to employees job description

2 The company provides development programs to keep employees engaged and
motivated
3 The company identifies and develops future leaders
4 The company provides training outside its premises for employees exposure
5 The company provides specialized training to address client’s needs
COMPENSATION AND REWARD - - - - -

1 The company has a fair compensation package as to job description

2 The company provides performance bonuses
3 The company provides health benefits
4 The company provides paid time off plan
5
The company provides flexible work arrangements.

PART II. LEVEL OF EMPLOYEES’ PERFORMANCE

Direction: Rate the level of your agreement on the following statements using the following scale. Mark
the corresponding tick box that best corresponds to your choice.

Scale Verbal Description Interpretation

5 Strongly Agree ( SA)

4 Agree (A)
3 Somewhat Agree (SA)
2 Disagree (D)
1 Strongly Disagree (SDI)

LEVEL OF EMPLOYEES’ PERFORMANCE 5 4 3 2 1

INDICATORS - - - - -

1 The employee displays accuracy of work adherence to a call center

standard.
2 The employee has an increased productivity as to time specified for
work assignment.
3 The employee has lowest rate of tardiness.
4 The employee has an increased job knowledge.
5 The employee has an improved teamwork and collaboration to its co-
employees.

Thank you,

The Researchers